Interfaced with all aspects of Service delivery to support solutions and operational processes and monitor and resolve issues for healthcare services. Managed portfolio of Critical Business Applications supporting high transaction / public facing web-based apps, driving stability and availability. • Reduced incoming tickets by 20 - 25% via proactive measures and enhanced monitoring instrumentation.• Led Post Incident review for high impact services to capture lessons learned and best practices to support the reduction of high priority incidents mean time to resolution and repeat occurrence by 30%.

Led operations management, specializing in IT Service Management for 24x7 operational oversight. Provided leadership in high priority production issue resolution (Priority 1 and Priority 2 War Rooms). • Provided 24x7 support to assigned critical business services, attending, participating, and driving war room calls to expedited resolution.• Liaised with IT operations, Infrastructure, business, and application teams to drive maximum uptime of all critical applications with focus on reducing infrastructure downtime.• Coached application support teams on effective event management strategies to ensure right level of monitoring instrumentation to gain insight into application behavior, eliminate blind-spots, and drive effective troubleshooting. • Performed stability review for all Critical Business Applications for executives and other leaders to showcase relative improvements and year to date progress on application enhancements along with impactful issues and remediation efforts.

Trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management.Responsible for service delivery planning and account management of major Financial, Media, and HealthCare customers Nationwide. Serve as escalation/contact point for resource coordination with other Microsoft groups including Customer Support Services (CSS), Microsoft Consulting Services (MCS), and Sales to assist customers in their use, support and implementation of Microsoft solutions.

Held a wide variety of roles during my tenure ie Business Analyst/Solution Developer, Project Manager, Web Developer, QA testing, Data Modeling and DBATechnologies/Tools worked on:- Visual studio, MS Access/SQL, PVCS, Clarify, LBMS case tool, Load runner, Front Page