ITIL Revamp & Training: Achieved 60% major incident reduction and 99% success rate by revamping ITIL processes and training 2200+ IT users globally.Data & Change Management: Improved CMDB data integrity to 80%+ accuracy across 45 services and directed ITIL change management overhaul, enhancing normal changes.Training & Transition Management: Led change enablement training program and orchestrated smooth transition to new processes, ensuring widespread adoption and compliance.Policy Revision & Process Improvement: Spearheaded policy rewriting to align with organizational requirements and fostered a continuous improvement culture.Leadership & Organizational Growth: Demonstrated leadership throughout change initiative and positioned organization for growth by implementing quality-enhancing changes.

Team Leadership: Steered a 15-member team towards a high-performance culture, enhancing service quality and customer satisfaction through robust ITIL-aligned processes and governance frameworks.ITSM Streamlining: Led the onboarding of MSPs and the adoption of Jira as our ITSM platform, streamlining service delivery and improving operational agility.Service Desk Improvement: Introduced a swarming approach to service desk challenges, resulting in a 70% reduction in ticket backlog and a 40% faster resolution time.Operations Management: As Operations Manager, developed and implemented robust processes and governance frameworks across the organization, standardizing service delivery and enhancing customer satisfaction.MSP Onboarding: Led the successful onboarding of Managed Service Partners (MSPs) to develop and implement Jira as our ITSM solution, involving vendor evaluation, contract negotiation, and collaboration with internal teams.Service Desk Challenge Resolution: Addressed high volume of service desk tickets by implementing a swarming approach and introducing new tools and technologies, resulting in significant reduction of ticket backlog and improved time to resolution.

CMMI Leadership: Led and implemented CMMI maturity efforts in ITSM and Data Governance, guiding the team to exceed company standards by 15%.Team Management: Played a crucial role in managing and coaching associates, fostering a productive work environment and professional growth.Project Roadmap: Led the team in developing a project roadmap, ensuring accountability for milestones and progress reporting, resulting in successful project goal achievement.Leadership

As a Server and Application Support Specialist for the Enterprise Financial Reporting Systems, I provided crucial technical support to ensure the smooth operation of critical systems. In addition to my technical duties, I took on the responsibility of monitoring, reporting, and training internal teams on ITIL standards and Center of Excellence (COE) communication, ensuring that best practices were consistently upheld. Furthermore, I provided guidance and vision for executive-level metrics reporting, allowing for informed decision-making and a clear understanding of the system's performance.

During my time in this role, I identified areas for improvement in IT practices and culture, and worked to bring about change through standardization and process optimization at a global level. I led IT teams towards adopting a service-oriented architecture while leveraging current toolsets.To ensure transparency and provide direction for global partners, I coordinated with multiple teams to develop and document key performance indicators (KPIs), improve communication, and reinforce best practices. Additionally, I created automated SOX compliance routines with SLA milestones using Remedy.In order to challenge existing processes and improve overall efficiency, I conducted extensive reviews of the SDLC against Change and Release Management practices. I reinforced the changes made through documentation, tool configuration, and user training. I also trained leadership teams on internal processes and continued to reinforce the importance of standardization and change management.One of my most significant accomplishments was leading the global rollout of Remedy v7.1 to 8.1, which included 2200+ IT Support Users, including Managed Services. This application had the largest user base of any other application in the IT landscape. Through effective planning, collaboration, and communication, we were able to complete the rollout successfully, resulting in increased efficiency and user satisfaction.

In this role, I served as both an ITIL Process Owner in the non-SAP space and a SAP Solution Manager product owner. Within the non-SAP space, I focused on standardizing and refining processes and policies to drive key topics such as incident, problem, and change/release management. I provided a point of escalation for aligning resources and driving incidents to resolution, categorize and identify risks and severity for incidents, and challenged SMEs to focus on delivering quality by thinking about problems proactively instead of reactively. I also identified and eliminated recurring incidents, assisted with Tier 1/First Line of Defense through training and organized documentation, and drove quality by providing consistent and concise approaches to change and release management.In addition to my work in the non-SAP space, I served as the SAP Solution Manager product owner. I maintained consistency through controls and review, aligned closely with the QA team to ensure consistent delivery to changes within the BPR, and drove quality to the SDLC process by providing documentation standards outlined for business processes. As an SME for all things related to Solution Manager, I acted as a single point of contact for all issues and questions. I also led the documentation standardization and organization project, creating a common folder structure across all applications to aid with audits, cross-training, and turnover.

As the Change and Release Manager, I played a critical role in ensuring smooth IT operations and minimizing disruption to the business. I expertly facilitated the Change Advisory Board (CAB) and implemented the ITIL-based Change and Release discipline at the division level, making sure all changes and releases were approved and implemented seamlessly.One of my key responsibilities was providing management reporting on all activities within the enterprise, including change management, release management, problem and incident management, and any other reporting requirements as required by the organization. This allowed for quick identification of potential issues and helped us to address them proactively, minimizing any negative impact on the business.I also led and performed annual disaster recovery scenarios, business continuity testing, and business impact assessments, ensuring that our systems and processes were robust enough to handle any unforeseen events. In addition to this, I maintained incident and problem management using the Remedy application, which helped us to resolve any issues that arose promptly and efficiently.As part of my role, I scheduled, assigned, and implemented changes for the Commercial Division and B2B group. I was also the lead for all security and architectural database related changes and requests, ensuring that all changes were in compliance with industry standards and best practices. Additionally, I streamlined reporting and automated the change identification system, which helped with mitigating risk to the division, leading to increased efficiency and accuracy in our change management processes.

Performed troubleshooting and problem resolution and escalation for existing Business Application software products. Maintains current applications by analyzing process flows, researching issues and implementing system changes. Lead and performed annual disaster recovery scenarios, business continuity testing and business impact assessments. Maintained incident and problem management using the Remedy application. Managed software change history using Rational Clear Quest. Maintained professional and solid vendor relationships. • Lead architect and implementation manager for $3m trading platform, Charles River, to replace aging trading system, bringing the asset management division in accordance with SEC regulations.• Lead implementation and support manager for $4m financial asset management suite, Advent, to replace previous trading system of mainframe and one-off applications.• Recognition of performance from executive management, colleagues and business partners.

• Lead implementation and support manager of multiple corporate trust solutions, providing user-friendly, client-server alternatives to the mainframe, including Matrix and XSP.• Lead implementation of corporate reconciliation solutions including nBalance Recon and Frontier.• Provides secure file transport solutions including iMercury, Secure Transport and PGP.

• Successfull on-site conversion of Old Kent Bank acquisition with locations in Detroit, Grand Rapids and Traverse City.• Personally handled 2700+/month call volume.

• Successfull on-site conversion of Old Kent Bank acquisition with locations in Chicago.• On-site support for all Greater Cincinnati and Northern Kentucky banking centers and banking employees/users.