Process Manager for the asset management/maintenance renewal team within IT Vendor Management. Creating, maintaining and implementing new processes and process improvements. -Manage software and hardware maintenance/subscription renewal process for 100+ agreements a month. -Created and maintain the vendor feed process, to ensure all new assets, hardware and software, are documented within the Asset Management system. -Ensure all servers have required maintenance and/or has been removed from maintenance when retired through the True-up/down process. -Maintain all departmental SOP’s including annual recertification and working with Audit to ensure all documentation is compliant.

-Ensured IT staff followed the Configuration Management process, including training, CMDB relationship administration and configuration item adherence.  -Lead in the process improvement work stream.  -Worked with process owners and Governance teams to ensure the CMDB was integrated into the other ITIL processes. -Implemented new policies including, but not limited to Archiving and Priority of a CI. -Worked with App and CI owners, ensuring accuracy of data in the CMDB. Created training guides and conducted formal training sessions for existing and new CI owners. -Key player in the conversion from ITSM to ServiceNow, ensuring required fields and functions were not lost, along with performing testing and training within ServiceNow. -Collaborated with IBM to ensure updates to the CMDB and Asset were compliant and completed on time.

-Managed overall effectiveness of the service desk team ensuring the operation was in accordance with established procedures and recommended strategies. -Represented the end user as key liaison with IT service desk managing the relationship, including development and maintenance of the Service Level Agreement.

-Lead global initiative to create a “follow the sun” model between the Americas Service Desk, EMEA Service Desk and Hangzhou, China Service Desk; thus, reducing staffing costs, continuous customer support and cross-training between desks.-Managed global IT service desk team which provided support to 29,000+ employees and contractors in North America, EMEA and APAC. -Responsible for onboarding and off boarding of 40+ employees/contractors, ensure team and individual performance levels consistently meet or exceed the needs of the users.-Ensured that incidents and service requests were managed effectively to Service Level Agreements and Key Performance Indicators were met.-Implemented procedures that resulted in improved metrics, first point of contact 85%, abandon rate less than 10% and average speed to answer less than 1:30. All below best practice industry standards.-Increased employee knowledge by developing and implementing a strong knowledge base to support IT personnel along with the user community.-Created a comprehensive daily/monthly status report detailing the key service desk statistics, comparing them to industry standards.-Served as key role in reducing labor costs by recommending staff scheduling changes, enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.-Interfaced with all IT areas on a daily basis to escalate incidents, relay impact and provide problem management and metrics.-Participated in all new business ventures including, help desk mergers; new applications; new devices; departments and processes.

-IT Desktop technician, supporting Windows OS, MS Office, business applications and desktop peripherals.-Handled support requests via, telephone, remote and deskside.-Analyzed and resolved system hardware, software and networking issues on desktops, laptops and printers.

-Monitored ticketing queue and dispatched technicians for on-site visits to the user’s workstation.