Director Application Support
CurrentDuring my role over here, I spearhead various operational facets, including enterprise platforms, configurations, customizations, and enhancements by acting as a technical commanding position. Moreover, I streamline and improve enterprise platform mechanisms and infrastructure during design, evaluation, and execution/post-execution assistance in collaboration with internal stakeholders. In addition to this, I lead in-house security and camera monitoring solutions for work-at-home employees to track and report defiance of organizational policies and safeguard client data. I also supervise numerous multidisciplinary experts, comprising platform managers, business analysts, project managers, applications developers, and system administrators to accomplish business objectives. It was me who report outcomes of risk evaluation, IS analysis, architecture reviews, and project management progress to higher management to make informed and timely decisions.Some of my key achievements during this role include: • Minimized new tickets by 15% and achieved KPIs of NPS and unassigned incident SLAs. • Digitized and updated payroll operation to enhance accuracy by 15 points and lessen manual work by 25%. • Liaised with various internal stakeholders across customer advisory boards, including technical staff and executive leadership VP, GVP, and SVP to enhance trust and transparency. • Administered diverse operational evaluation, such as IT strategy documentation, project schemes, and key performance indicators to achieve organizational targets. • Slashed business expense by $500,000 by centralizing extensive data of countries/employees into single integrated timekeeping solution.
