IT Strategy & Portolio Management:New focus on running the business of IT. Establish a Project Portfolio and standardized Project Management process within IT. Spearhead the semi-annual unit reviews, annual strategic and action planning initiatives. Manage the IT finances to include department and project budgets. Implement process automation and improvements.IT Service Management:Implement and manage the newly established AIR IT Service Management team focusing on the perspective of the AIR staff. The team’s main effort will be the transformation of IT into a service provider: introduce and establish a systematic method for managing the services to AIR staff to achieve greater levels of staff productivity; identifying and understanding not only what the client is asking for but also extracting their underlying needs that has generated the request; and anticipating the business needs and delivering it to them.Service Delivery Manager:Oversee the delivery of IT services to include internal clients and external vendors. The IT Service Delivery Manager manages the Service Desk Supervisor to provide help desk functions to AIR staff within prescribed service level agreements. Close coordination with the other IT teams is mandatory in effectively providing services to AIR staff. Act as the IT liaison to other departments specifically Conference Services and Facilities. Manage vendors and service contracts. Interface with all other AIR department to provide effective IT solutions to the changing business environment.Telecommunications Manager:Manage and oversee all telecom at the various locations throughout the country. Support adds/moves/changes, new projects, new locations and the infrastructure.

Oversee and manage the telecom infrastructure for multiple sites throughout the US and India.

Held multiple positions:Technology Specialist: Evaluated technologies utilized in Call Center to determine support processes and procedures within operation. Implemented new technologies to meet requirements for the call center. Managed vendor relationship with Aspect.As an Administrator with the Call Center Technology Support Services group:Planned and reviewed implementation of new technologies for GTE Call Centers, developed requirements and processes for implementation. Proposed technologies to allow more control for management teams, enabling Service Representatives to handle customers more effectively and efficiently and permit customers to receive information promptly.As a LAN Administrator:Administered and maintained 15 Novell file servers, CD-ROM, fax and communication servers. Managed 10 Microsoft NT 4.0 servers for special Cakk Center applications. Provided second level support for over 400 users including call center and retail applications.