Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met. Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements. Interfaced with all internal service delivery teams to ensure a consistently high level of service. Ensured the client's leadership was notified as soon as possible of any possible disruption to services because of major issues or incidents. Reduced incident response time from days/hours to minutes.• Primary escalation point to the Global Service Desk Organization for any issues or points of direction.• Assisted international regions with incidents and support by the Global Service Desk. Produced metrics and service level KPI’s for cloud-based applications that were used during Weekly Operational Reviews.• Managed and drove all services through the adoption and implementation of ITIL processes and procedures.• Minimized risk to both end-users and the client. Assisted the client's execution of their IT strategy through the implementation of continuous improvements that align with the needs of the client's business.• Assisted the client's IT executives and other senior management as appropriate in their planning activities.• Developed processes that improved operational excellence and added value to include incident management, problem management and many other operational processes.• Automated and optimized the end-to-end service management processes such as incident management, problem management and service request management.• Executed many continuous improvement programs as directed by executive management to improve overall operational efficiencies.• Collaborated to develop financial plans and ensured operational compliance and accurate reporting.

Performed IT consulting for small and medium size companies focusing on end user services.• Strong skills and experience in Project Delivery and Stakeholder Management• Experienced managing multi-vendor relationships.• Attended the FAU Executive Education Program and achieved certification in Lean Six Sigma and Executive Project Management. Significant experience managing large IT Projects.• Hold certifications in Executive Project Management, Lean Six Sigma, ITIL and Major Incident Management.• Strong project management skills and experienced at managing IT Projects from start to completion.• Significant experience managing Delivery Management team members.

Steered a global organization comprising 32 high-level desktop engineers, active directory engineers and solution architects. Oversaw 8 direct reports based in Europe, North America, and Asia, managing a diverse array of desktop engineering, active directory and solution architecture capabilities.• Drove and managed deal solutioning for the Workplace & Mobility area for over 500 new business deals in 2018 with contracts valued at between $5M and $750M.• Provided strategic and tactical planning, development, evaluation, and coordination of Workplace and Mobility Technology Offerings.• Led the Workplace Offering Delivery and Transformation organization in transitioning to Digital by attending a Digital Workshop in New Orleans, LA with other DXC executives.• Represented Workplace Offering Delivery and Transformation organization on Key Workplace Alliance Partner Steering Committees, enabling sales pipeline growth and delivery assurance.• Quarterbacked multiple multimillion-dollar Workplace Transformations on major accounts including United Technologies Corporation (UTC) and Under Armour.

Led the management and direction of a global organization consisting of 71 high level desktop engineers, active directory engineers and solution architects. Managed direct reports located throughout Europe and North America and oversaw a wide range of desktop engineering, active directory, and solution architecture capabilities. • Designed, implemented, and evaluated systems that support end users in seamlessly leveraging computer hardware and software.• Managed a $7M budget and provided strategic direction to team dispersed throughout Europe and North America, delivering on desktop, active directory, and solution architecture initiatives.• Navigated deal solutioning for the End-User area for over 200 new business deals with between $5M and $1B contract values.

Directed team of 128 SME level desktop engineers as well as 17 management direct reports based in Europe, India and North America. Spearheaded and delivered initiatives, projects, and support for desktop engineering capabilities. Led team in focusing on CSC Workstyles and account specific implementations, including management of form factors (smartphones, tablets, notepads, laptops, desktops, and printers).• Delivered global capabilities leveraging strategic direction and formulation/coordination of plans, driving cost efficiency, and ensuring client satisfaction targets were met.• Developed and managed capital, expense, and labor budgets, executing projects under and within cost guidelines.• Conducted staff performance management and compensation planning, providing day-to-day direction to staff, including communicating constructive feedback during annual performance evaluations.• Interfaced with customers to ensure account SLAs were being met, driving client retention and satisfaction through effective problem escalation resolution.