Supported IT business processes for delivery of services to 300,000+ employees and physicians, as well as 12.5 million members, by applying expertise in Lean Six Sigma, Organizational Change Management,ITSM, ITIL, and IT4IT. Accomplishments• Applied Lean Six Sigma techniques to drive continual improvement of ITSM practices.• Achieved a 58% reduction in server build defect rate with a 45% improvement in Rolled Throughput Yield.• Over $2M in project cost reductions by improving end-to-end workflows to facilitate the delivery of Infrastructure as a Service (IaaS).• Improved on-time delivery of IT infrastructure from 50% to 97% and reduced IT service variability.• Reduced Change Induced Incidents by 33%.Developed, maintained, and audited enterprise-wide ITSM practices and policies, including Incident Problem, Change, Service Request, Configuration, Knowledge, and Service Level Management.• Improved Customer Experience (CX) through a world-class Service Catalog and Service Request Management practice.• Developed best practices and a standard approach for creating and managing 280 IT service offerings.• Partnered with IT service owners to develop and deploy Service Level Agreements (SLA) for 200 ServiceNow catalog items.• Consulted with executive sponsors, service owners, and support managers regarding service performance deficiencies and action plans.• Governed and drove adherence and improvements to ITSM processes, procedures, and policies. • Gathered requirements, designed, developed, and deployed dashboards in ServiceNow and MS Power BI for managing over 1.7 million service requests annually.• Developed and deployed ITSM and ServiceNow training for over 11,000 IT onshore and offshore employees and vendors. • Led organizational change management (OCM) to implement ITSM practices for global resources.• Experienced in Agile software development for the ServiceNow platform.

Direct report to the Vice President of the Infrastructure Management Group. Led a team of process professionals, including Lean Six Sigma Master Black Belts, Black Belts, Green Belts, and experts in ITSM, ITIL, and IT4IT.Accomplishments• Achieved a 58% reduction in server build defect rate with a 45% improvement in Rolled Throughput Yield.• Over $2M in project cost reductions by improving end-to-end workflows to facilitate the delivery of Infrastructure as a Service (IaaS).• Improved on-time delivery of IT infrastructure from 50% to 97% and reduced IT service variability.• Reduced Change Induced Incidents by 33%.• Completed audit corrective action plans for change management operations and managed monthly SOX audits.• Partnered with the business continuity team on developing disaster recovery plans for the storage infrastructure.• Managed onshore and offshore outsourcing of server support as interim Storage Service Delivery Manager.• Successfully controlled $100M+ in capital expenditures as interim Capital Planning Manager by developing a standard financial management process.• Streamlined the management of maintenance windows for 20,000+ servers.• Managed department budget.

Business Relationship Manager June 2008 – June 2011Dotted-line report to the Regional Business Information Office Vice President. Developed and maintained business relationships with the clients of the Infrastructure Management Group. Created cross-organizational strategies and roadmaps as a Georgia Regional IT Leadership Team member.Accomplishments• Partnered with Georgia regional IT leadership in developing business cases for IT solutions.• Managed service delivery escalations between the Infrastructure Management Group, vendors, and Regional IT.• Achieved $650K in annual savings by developing a regional infrastructure review process.

Successfully launched a joint venture between IT and Corporate Procurement to gain control over $100M in IT contract labor spend by developing a central staffing office.Accomplishments:- Enabled and managed global resources by implementing processes and procedures to incorporate into the software development lifecycle (SDLC).- Created joint infrastructure and software development multi-year planning strategies with senior management.- Reduced customer-impacting outages through quality assurance controls and ITIL methodologies. - Ensured IT processes and controls met Sarbanes-Oxley requirements in partnership with the risk management team.

Ensured the performance and availability of National City Bank’s Online Banking Product. Accomplishments:- Improved system health, capacity, and performance by creating measurement systems to monitor key metrics. - Quickly resolved incidents during system outages as the Major Incident Manager and led the support team through the DMAIC process to identify and remediate support issues.- Increased efficiency and reliability by implementing solutions to continuously improve processes.

Recruited and lead a geographically dispersed team of Service Delivery Managers to oversee client relationships for all hosting customers within the Central United States. Accomplishments:- Created a consistent nationwide support model in collaboration with nationwide peers.- Transformed a reactive service organization into a world-class, customer-focused, outsourcing provider, which was ranked second in the nation by InformationWeek Magazine

Negotiated and determined the scope and profitability of consulting engagements while ensuring multiple concurrent projects remained on schedule, properly staffed, and within budget and scope as program manager.

Provided project management, disaster recovery, Tivoli Storage Manager, MS Windows, and Unix operations support for Sprint customers.