Global IT Operation Service Manager facilitating the change control process and incident management to enhance application, infrastructure, and facilities release stability across the enterprise. Contributes to process improvement in stabilizing the enterprise environment but refining the emergency change process, risk calculations and the Normal/Urgent/Standard workflows. Mentor stakeholders on proper ITSM practices. Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements. Provide relevant coaching, training, and support to champion Incident management culture within the organization, while leading a 24 by 7 off-shore team in change management operations.

Led global turnaround of the Technical Operations Center for business continuity and disaster recovery to mitigate service disaster readiness gaps to protect business to suffer financial, reputational, and legal damage if unaddressed.-Provided oversight, guidance, risk, operational plans, exercise, evaluation and coordination for four project teams and overall accountability for 50+ associates, thus adding value to the credibility of the organization and affecting topline revenue.-Develop, maintain, and implement business continuity and disaster recovery strategies. -Performed risk assessments, completed business impact analyses, selected a strategy, and introduced potential solutions.-Created security rapid respond, teams’ communications plan for voice, email, text, and automated voice from command center coordination.-Managed behavioral changes through training and awareness campaigns.-Directed project to align with ISO 22301 compliance through monthly meetings with scheduled and ensured execution of live and desktop disaster recovery exercises.

Xi Delta Lambda Chapter of Alpha Phi Alpha Fraternity, Inc. was chartered on March 5, 1982 in Henrico County, Virginia. Over the past 40 years Xi Delta Lambda has been involved with many programs in the Richmond community. We strive to excel with all we do and look forward to having productive endeavors within the years to come. Xi Delta Lambda has positioned itself to be leader amongst leaders in a time in history where the aims our Fraternity are of the utmost importance. "Manly Deeds, Scholarship, and Love for All Mankind" are not only the aims of our Fraternity, but are the substance of which Xi Delta Lambda operates in an effort to improve our community, our nation and our world.

Provided 24x7 tier 2 network operations center monitoring and support for the global Anthem enterprise infrastructure and applications environment.- Lead offshore Senior Network Operation Analysts (India)- Enterprise Communications for Anthem Technical Operations Center- 24x7 application and infrastructure monitoring- Led company-wide internal communications activities, defining audiences, timing, and messaging, in accordance with business needs.- Produced training and reference materials (job aids, online help, manuals, tutorials, demos, recordings) to support business needs for global enterprise.- Facilitated major incident business and technical bridges with application and infrastructure business executives, service delivery, engineering, and MID's to expedite incident recovery and mitigation using ITIL disciplines.- Created and managed Wiki SharePoint articles (125), Training and Support documents (300+), refreshed consolidated 10K pages of documentation created video content for better learning with high stickiness.

► Provide technical leadership in enterprise technology support which encompasses guiding strategy, direction and vision. ► Properly escalate complex incidents and customer support issues, manage and document incidents, and dispatch on-call support teams, in addition to analyzing, diagnosing and resolving enterprise-wide technology.► Guide incident management activities, as well as evaluate and provide necessary data to alert technicians of recurring problems in order to expedite the recovery of incidents. ► Key advisor in technical group meetings, consults with other technical support teams and works closely with Business Partners, Support and Management teams.► Identify and develop standards and procedures for process improvements and communicate technical service policies for supported systems and processes.► Manage small projects independently and assist with other special projects as needed.

► Expedited reporting processes and ensured compliance with standard reporting procedures by training Community Agents on how to utilize scanning to remit expense reports via email.► Negotiated with the state agency to accept emailed version of the reports to allow for better tracking, archiving and timestamps.► Introduced error-free financial reporting by eliminating manual check referencing and using prior month's paperwork to validate data.KEY ACHIEVEMENTS:► Enabled Community Agents to work 30% more time and improved state agency administration and record keeping by spearheading the process improvement and reducing paperwork.► Reduced agency evaluation and processing completion time by 25%.

► Elevated the customer user experience by training customers remotely on the use of features, in addition to completing the labs and process documents.► Developed technical curricula, documentation, training guides, provided multi-national service and customer training, and field support documentation.► Provided a proactive and solutions-centric approach to ensure company fulfilled solution/feature delivery.

Provides the highest level of technical and analytical expertise in the sale and support of Xerox products and services and manages the delivery of complex solutions.

► As key contributor increased efficiency and streamlined business operations by developing best practices, process improvements, and quality procedures. ► Served as a primary problem solver tasked with resolving and mitigating any issues, roadblocks, and risks. ► Led global project meetings with core solution teams, vendors, and third party stakeholders, resulting in clearly defined project goals and timelines. ► Directly interfaced with business users and key stakeholders in gathering business and functional requirements for systems, as well as present implementation solutions.► Ensured business requirements were met by working closely with customers, building a positive customer experience, and quickly resolving customer-related technical issues.KEY ACHIEVEMENTS:► Brought 40 products to market, generated $900K in sales revenue and achieved 110% of business sales plan.► Achieved 90% satisfaction rating based on customer satisfaction with technical support.

► Led full project management life cycle which encompassed leading cross-functional teams, managing resources, developing detailed work plans, and devising and tracking project budgets to ensure projects were executed on time, within scope and on budget. ► Delivered innovation and out of the box thinking to uncover technical solutions for products, product utilization, system hardware and software, configuration management, network solutions, technical validation, and customer launch deliverables.► Served as liaison and kept senior management team abreast of all product development projects through weekly presentations, reports, key metrics, and project status reports. ► Worked collaboratively with cross-functional teams including IT, business units, vendors, and consultants throughout the project life cycle to ensure business goals were met.

Xerox Engineering is responsible for integrating technology across Xerox business groups and for providing the company's product development services. These services include human factors, industrial design, product life management tools, engineering training and design support for security, access, internationalization and localization. It employs Design for Lean Six Sigma methodology for major innovation, globalization and productivity initiatives.

► Courses Taught: Internet Applications, Word Processing Application, MS PowerPoint, MS Excel, Personal Computing, and IT Project Management► Led instruction for university students including college-level freshman and seasoned military personnel adult learners.► Methods of learning encompassed lectures, group discussions, active and peer teaching cooperative, as well as pedagogy and andragogy teaching methods.► Graded assignments and provided feedback based on grading rubric.► Facilitated weekly communication via office hours, phone and email to discuss at-risk students and address student grades. ► Increased student interaction and participation by demonstrating high-level engagement and responsive communication with students, as well as fostering a collaborative learning environment.