US Technology Service Manager - Spearheaded the completion of Application Portfolio Management (APM) records and project go-lives, engaging with cross-functional teams to resolve escalations and roadblocks.- Managed mobile app readiness, collaborating with global teams to ensure successful application launches, delivering on-time results across multiple projects.- Optimized product and service processes through automation initiatives, reducing costs by 15% and enhancing service efficiency by 20%.- Led application support transitions, establishing comprehensive monitoring, reporting, and support systems, ensuring seamless go-lives and smooth operational handovers.- Enhanced vendor management and service delivery by negotiating SLA terms, ensuring compliance and meeting project milestones.- Developed and streamlined service monitoring systems, improving issue resolution time by 30%.Senior Associate, Tax Application Support- Provided technical support for tax-related applications, maintaining extensive knowledge of application functionalities and capabilities.- Improved application deployment efficiency by 25% through process improvements and thorough documentation, ensuring smooth transition between testing and production environments.- Designed and shared comprehensive technical knowledge resources, increasing team-wide problem resolution effectiveness by 40%.Office Services Associate- Oversaw office security, business continuity development, and vendor management, ensuring operational readiness.- Managed procurement and budget allocation, leading to a 10% reduction in operational costs through vendor negotiations.Technical Support Representative- Delivered technical phone support to over 32,000 employees, resolving complex issues between support teams.- Streamlined processes by designing business cases, improving communication / operational efficiency.- Served as the weekend support lead, critical firm-wide technical issues independently.