●Establish, implement, and manage US IT strategy & operations to support rapid growth and development of U.S business.●Regularly utilize ITIL Framework for incident, problem, and change management initiatives.●Defined and implemented an automated onboarding and offboarding process.●Utilized expertise in varied and intricate scenarios with abundant alternatives to devise business solutions for the organization.●Initiated and directed implementation of Network, Access Control, A/V for U.S. headquarters.●Developed monthly service information reports of global and regional service KPI’s and trend analysis - Exco/Board level.●Achieved 18% reduction in IT incident volume through the implementation of system optimizations and streamlined processes contributing to enhanced operational efficiency and reduced business disruptions.●Developed a mitigation plan for technical issues with project “Frontier” by identifying potential project risks.●Developed and maintained IT operational support communication informing stakeholders of updates, incidents impacting services, and changes.●Using Agile, lead daily Scrum standup to communicate current day’s goals, previous day’s achievements, and any impediments or concerns.●Regularly conducted service review meetings to build effective partnerships with stakeholders and aid in prioritization of development efforts.●Developed documentation to assist users with process flow and new technologies.●Recognition from senior stakeholders for exceptional business engagement and value add to the organization.

Core responsibilities:•Responsible for managing IT support functions for the U.S., Bermuda, and Toronto user bases•Manage and lead onshore IT team to achieve appropriate levels of support for user base•Hire, conduct performance reviews in addition to developing, training, and mentoring staff•Coordinate and monitor incidents, problems, and change management with Brit IT, outsourced IT teams in India and other 3rd-party vendors•Responsible for management of procurement, installation, and life-cycle maintenance of IT hardware and services. Covering PCs, peripherals, networking equipment, operating systems, and other software•Serve as the IT point of contact and escalation manager•Plan and carry out communications for major incidents, unplanned outages, and planned maintenance•In charge of vendor relationships and contract negotiation Achievements:•Improved support processes to increase efficiency of day-to-day IT operations for Global End-User Services onshore and offshore teams•Increased customer satisfaction response rates by continuously identifying and driving improvements and solutions in relation to various IT processes•Collaborated with various IT and other cross functional teams to gather business requirements on new IT projects•Spearheaded IT projects and initiatives in relation to Brit IT operations•Created knowledge-based articles for users and technical staff on new products and emerging tech topics•Spearheaded, developed, and streamlined way of the employee starter, mover, leaver process in collaboration with HR and heads of product teams.•Developed documentation and facilitated training sessions to assist users with training of new technologies•Decreased IT expenditures and established vendor process standardization

Core responsibilities:• Supported US, Bermuda and Toronto teams that dealt with complex defects or impediments with IT systems• Managed and lead IT infrastructure builds for new sites and upgrades for all North American Sites.• Coordinated between various parties, including offshore Service Desk, IT team in London, 3rd-party vendors, and local Brit employees on an ongoing basis as project specific/overall scope of continual improvements in line with ITIL processes• Responsible for asset management and replenishment of all IT inventoryAchievements:• Coordinated and participated in system and server upgrades and other general maintenance tasks.• Created and standardized on-boarding process for technology resources and led technical training for all new hires• Standardized process in which users raise incidents and requests to service desk.

• Maintain a working knowledge of all IT related systems; (operating systems, hardware, applications, networking, backup and security) for 22 nationwide branches.• Provide IT training on software and hardware to new staff.• Provide day to day assistance to users with IT related issues.Desktop & Server / Account Maintenance:• Install and schedule new PC & hardware deployments.• Imaging / software maintenance, packaging, & deployment via Microsoft SCCM.• Patch management and hardware inventory.• Lenovo server build, rack mount and maintenance.• Lenovo IMM Management.• Windows XP, 7, 10, Server 2008/2012 R2.• Create and maintain Active Directory / Exchange user accounts.• Branch office Cisco phone deployment / Branch office server room maintenance.Disaster Recovery:• Support LAN / WAN file backup and restoration; Microsoft DPM, Buffalo, Promise Technologies, CA, Arcserve D2D, backup tape rotation, branch office backups.• Work with vendors to get replacement parts for server and related equipment.• Data Management & archiving.Networking / Virtualization:• Building / maintaining virtual environments through VMware / Hyper-v• Cisco router / switch configuration, maintenance, port management & security.• PRTG Network monitoring

Capital One DataCenter• Monitor/Troubleshoot/Escalate connectivity and system issues.• Respond to alerts from any system by following documented procedures for verifying the issue, determining the cause, and resolving or escalating as necessary.• Record outages for daily review.• Check status and performance of systems, update documentation.• Troubleshoot and escalate Customer Reported Issues by providing Level 1 operations support for issues.• Service these issues by researching, troubleshooting, or escalating as necessary.

• Utilized Windows Server 2008 r2 on HP Client in addition to installing & configuring VMware ESXI 5.1 on an HP Proliant DL580 generation 7 Server per client’s request.• Exceeded client’s request by creating, deploying, and managing 6 virtual machine servers using 3 Microsoft server 2008 and 3 Linux Distributions; Debian, SuSe, and Ubuntu.• Installed & configured My SQL & Apache Servers.• Set up VNC to enable remote access to client & individual virtual servers.• Tested and troubleshot virtual infrastructure for connectivity to ensure complete functionality.