Leads and manages a rotating project queue of 20+ technical core banking implementation projects for clients from start tofinish, ensuring adherence to defined timelines and quality standards while driving hundreds of thousands of dollars inrevenue.● Provides comprehensive support to financial institutions via phone, email, and web-based channels, resolvingsmall to highly complex product and technical issues.● Serves as a subject matter expert for various banking software products undergoing implementation, contributingto seamless migrations, configurations, training, testing, and ongoing support.● Meticulously tracks, organizes, documents, and communicates all product-related processes and activities foreach client, while updating management on a weekly basis.● Collaborates with client partners, stakeholders, cross-functional teams and vendors to ensure successful projectoutcomes.● Developed and established comprehensive product implementation workflows from inception for a newlyintroduced organization

• Oversaw lifecycle of 400+ critical GMP cleanroom printers and computers at Morris Plains (Cell & Gene Manufacturing) and East Hanover (Americas Headquarters) sites while ensuring minimal device downtime to avoid impact to production and thousands of patients globally• Acted as liaison between Novartis managers and third-party vendors for negotiating warranty agreements to ensure timely process flow of on & off-site hardware repairs• Maintained qualified label printer configurations and custom Windows images on medical Tablet/Touchscreen devices with core business software versions and custom group policy requirements. Responsible for writing technical support documentation• Delivered L2 support through phone, email, and ticket escalations to 500+ end users while providing leadership to onsite IT staff to resolve issues in our production environment• Coordinated and assigned tasks through BMRAM and ServiceNow tickets to onsite team for resolution of various Windows/drivers/connectivity issues and security vulnerabilities/gaps during non-production hours• Worked with SCCM team to pre-cache major software upgrades on cleanroom computers for updates managed through change control and scheduling systems• Collaborated with Novartis managers, SME’s, and application teams to complete deadline-driven deployment projects along with updating user guides and process documentation while managing communications to end users and stakeholders

• Led scheduling efforts for Windows 7 to Windows 10 migration project impacting 6000+ Novartis internal and external users across Headquarters and remote US sites while acting as an escalation point of contact for end users, deployment technicians and Novartis management• Gathered requirements to determine if users were eligible for hardware upgrade migration or “like for like” device exchange with new Windows version installed via pre-defined lifecycle ages, application compatibility readiness and approved exception requests from upper management• Assisted users via Skype, phone, and email to resolve technical issues and answer migration questions/concerns accompanying altering of login security access to allow build center preparation of new device• Utilized SharePoint forms and databases to track user requirements, exceptions, and deployment status along with providing metrics reports, milestones, and challenges to Novartis management on a weekly basis• Managed deployment technicians’ appointments and workload via Outlook calendars while collaborating with white glove technicians for hyper care on OS feature trainings and issue follow ups

• Directed a team of 3 onsite administrators efficiently supporting a print fleet of 1500+ Hewlett-Packard multifunction printers across different business areas at Novartis headquarters and Manufacturing sites utilized by 7000 end users• Managed ticket flow in Remedy ITSM while proactively monitoring consumable levels, jams, and connectivity issues utilizing HP Webjet Admin software to dispatch administrators leading to 99% device uptime exceeding agreed service level agreements• Served as single point of contact for escalations reported through tickets, emails, Skype, and phone calls while mitigating issues between multiple service lines ultimately resolving out of scope issues such as network outages• Collaborated with off-site HP engineers to pursue root cause analyses, perform software re-configurations and firmware upgrades to ensure devices ran optimally• Provided Novartis Management bi-daily health reports while addressing contract breaches with vendor to accelerate timely hardware or unit replacements by HP technicians• Supervised allocated vendor resources during project to reduce overall print fleet by 50% across Novartis sites which impacted all users and automated processes while documenting exceptions, validating technical configurations, and interacting with C-level executives to drive timely completion of efforts, conclusively surpassing forecasted savings of $25M over a 5-year period

• Issued PKI certificates to Novartis internal and external new hires through face-to-face meetings and secure mail-in procedures in addition to setting up secret security questions for helpdesk to authorize users• Performed certificate revocations for off-boarded users through requests from upper management along with reports generated by PKI certificate authority• Monitored Remedy ITSM ticket queue as well as provided phone support to on and off-site users facing VPN authentication and certificate issues including global users during off-hours• Organized and securely filed confidential documentation made up of identification cards and security questions used for account creations and recoveries

• Gathered requirements from users during Windows XP to Windows 7 project • Configured security credentials in Active Directory • Tracked equipment exchange across multiple business units utilizing IBM database• Served as lead BlackBerry & Outlook specialist for email migration efforts in collaboration with Vodafone resources to manage server activation codes including corporate and “bring your own” iOS & Android devices• Attended daily global Novartis management calls to provide status updates and milestones while providing onsite white glove support to Alcon C-level executives at the Fort Worth, Texas site

• Provided support on computer issues in addition to coordinating BlackBerry replacements, upgrades, and training for on and off-site users• Coordinated testing applications and identified issues with mobility team• Pivoted server issues and requests between dissimilar ticketing systems including escalating P1 issues via phone to IBM call center