Worked within the IT Service Management team to establish Allianz Technology of America as the managed service provider for all North American operating entities (OEs) of global parent, Allianz SE.• Collaborated cross-functionally with internal, customer and vendor Process and Operational Teams to establish requirements and develop integration models for ITSM processes (Incident, Problem, Change, Service Request) and tools • Responsible for delivery of complex multi-tool, multi-organization ITSM solutions from ideation to deployment • Supplied business analysis functions, including the creation of workflow, RACI, and concept diagrams, requirements documentation and testing, gap analysis and use case creation, and coordination of various training activities • Performed Gap Analysis on ITSM processes and provided best practice recommendations for interim process integrations in lieu of an identified technical integration solution• Worked closely with Developers, defining and translating customer requirements into technical solutions• Led an internal effort to design, build, and implement the Change Management module within ATA ServiceNow, including all operational processes, procedures and documentation• Provided Analysis of Global Services and worked with internal functional teams to gather service delivery requirements in order to stand up the Service Request Portal within ATA ServiceNow and build out the Catalog of Request Items• Worked closely with Developers, Process Owners and Senior IT Leadership in order to transform from a Waterfall based project delivery to an Agile SCRUM practice. Once the practice was running, continuously followed best practices within it to drive the delivery of new ITSM processes and CSI of existing processes• Developed and maintained an ITSM service integration summary and status deck presented to executive leadership

Worked within the IT Service Management team, responsible for administration of Change Management and Major Incident Management processes, SharePoint administration, training, and process design, improvement and implementation.• Served as a technical writer and developed Process and Procedures documentation for global Incident Management• Responsible for documentation of all ITSM workflows utilizing MS Visio• Served as Change Manager in a part-time capacity, responsible for administration of the complete Change Management process• Served as a Major Incident Manager in an on-call capacity, driving the resolution of high priority incidents, coordinating multiple teams and providing communications to executive leadership and business users• Worked closely with management to continue to develop the future state roadmap of IT Service Management• Developed UAT, training plan and communications for a project focused on upgrading our Service Management tool, Axios assyst• Collaborated with management and process owners to re-engineer and streamline the Major Incident Management Process • Developed role and processes for training new employees on IT Service Management tool, Axios assyst• Collaborate with business units to understand their needs and priorities• Developed Change Management “Quick Guide” outlining Change Management Process, Procedures, and other helpful information which was distributed to IT globally• Served on the Problem Review Board and Change Review Board• Responsible for design and delivery of all ITSM related reporting, including the development of an ITSM Executive Summary Report which is distributed to executive level leadership throughout IT

Worked within the IT Infrastructure Operations team as a direct report to the Director of IT Operations. Responsible for providing overall IT systems operation coordination, development of technology documentation and workflows, managing and executing routine operations metrics, coordinating and leading projects/department initiatives, asset management, and integrating the cross platform and multi-technology environment team initiatives and processes.• Documented business processes and workflows across business and IT teams • Acted as Project Lead to develop and run a project focused on developing and implementing an asset inventory and requisite asset management processes for global network and storage assets, along with designing and documenting all requisite processes and workflows. • Lead efforts to perform data and workflow gap analysis and define approach for process implementations to support business and IT needs • Lead a project to analyze and upgrade the backup strategy for primary datacenters resulting in backup success rates increasing from 46% to 98% consistently• Responsible for leading and scheduling IT operations deliverables, milestones and required tasks, and project objectives • Communicated timely and accurate information while effectively distributing status updates between team members and executive leadership regarding operations trending and project updates• Performed routine IT operations activities including asset tracking and trending, allocation gathering for finance/business units, and Security and Compliance coordination for IT System remediation (Corrective Action plans, internal/external audit information coordination, and ITGC modification/coordination efforts)• Developed and maintained routine trending reports and established performance metrics to trend on vulnerability management and incident/problem/change performance• Responsible for work direction of one technical writer on my team

• Respond to incoming user requests via phone/email; log calls to generate trouble tickets for documentation. • Provide Level 1 technical support by analyzing, troubleshooting and diagnosing problems including password reset, web site navigation, Windows OS, and Lotus Notes.• Ensure high level of customer service support to both external and internal customers including policy holders, remote sales agents, corporate employees and executives.