Leading acquisition activity from an IT Back Office perspective.Project ManagementService Desk Management - Focus on Desktop and Application SupportNetwork and Security Configuration Change ControlDevice Management and Policy ChangesCorporate Device RefreshEnd User Communication

Managed Desktop Support Team and consistently monitored the incident queue; analyzed impact, complexity, and urgency of incidents, while escalating priority issues to appropriate team member for prompt and efficient resolution. Maintained high quality service standards by investigating and remediating issues reported by all levels of management. Devised and executed robust policies / procedures to ensure accurate asset management of surplus PC inventory and processing of customer hardware, software, and security access requests.

Oversaw global IT change management process aimed at supporting organization with roll out changes across IT infrastructure. Conducted weekly CAB meeting, selected CAB members, prioritized RFCs, and distributed Forward Schedule of Change, while maintaining record of process documentation. Ensured proper dissemination of impactful changes across the organization in close collaboration with IT communications team and OCM. Provided risk / impact analysis, attended monthly RCA meetings and assigned follow-up action items.

Delivered high quality support for deploying, managing, and optimizing multiple IT applications as well as managed production, staging, and development environments. Maintained consistent liaison with development team to identify and eliminate production issues prior to release. Utilized change management best practices to execute product updates and enhancements in accordance with prescribed iteration cycle. Delivered effective guidance and support to internal users on proper utilization of applications as well as tracked support and resolutions by overseeing an incident queue.