• Management and tracking of IT projects using Project Web Access• Internal resource and task management tracking of "Vendor-Managed" IT projects • Build and create foundational processes for IT Organization's PMO• Establish IT PMO Project Board

• Consulting services that include Process Improvement, Business Process Development & Vendor Selection Process Management• Oversight of all Service Center operations• Performs Monthly Client Service Reviews w/ primary client contacts• Contracts Administration• Provides a focus for SLA management and customer satisfaction across the relevant customer base• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of technical resources and client expectations • Provides expert problem management support to high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with learning applied for future benefit• Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution• Maximizes same account growth opportunities• Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)• ConnectWise Administration

Portfolio Management of Community Associations located on the island of Kauai. My portfolio consisted of four Condominium Associations, Sunset Kahili, Kawaihau Sports Villa, Kalapaki Villas, Hanalei Bay Villas and three Homeowner Associations, Anini Vista Estates, Kealia Kai & Koloa Estates. • Facilitation, preparation and coordination of all Annual Owner and Quarterly Board of Directors Meetings• Preparation of annual association budgets, monthly financials and variance reporting, as well as daily invoice processing• Management and oversight of all onsite Association personnel, including hiring process, timesheets, project coordination, budget management and employee scheduling• Onsite Association inspections as indicated by contract of grounds, providing a detailed reporting of physical grounds, as well as owner violations• Preparation and management of Request for Proposals for special Association projects, through completion of vendor selection• Responsible for all actions required owner delinquency policies; Direct liaison with collections attorney’s and monthly reporting of progress• Facilitation, preparation and coordination of Declaration, By-Laws or House Rule amendments through completion of recordation with attorneys

• Management of 28 client Service Desks and supporting technical staff of 8• Auditing of Service Desk and Quality Assurance SLA metrics to ensure compliance • Created standard IT operating procedures for clients • Established client Dashboards for SLA reporting to ensure contractual obligations were attained• Developed standard IT business process flows for all Service Desk clients• Created/defined all roles and responsibilities for Service Center Organization• Liaison to Service Desk clients for monthly SLA reporting• Implemented ConnectWise to provide more in-depth Service Center Management and Quality Assurance• Annual performance reviews and development plans for Service Center personnel• ConnectWise administration and implementation for newly on-boarded clients• Assist Business Development/Sales & Marketing with proposal responses through writing assignments and team proposal reviews

Portfolio Management of Community Associations located on the island of Kauai. My portfolio consisted of four Condominium Associations, Sunset Kahili, Kawaihau Sports Villa, Kalapaki Villas, Hanalei Bay Villas and three Homeowner Associations, Anini Vista Estates, Kealia Kai & Koloa Estates. • Facilitation, preparation and coordination of all Annual Owner and Quarterly Board of Directors Meetings• Preparation of annual association budgets, monthly financials and variance reporting, as well as daily invoice processing• Management and oversight of all onsite Association personnel, including hiring process, timesheets, project coordination, budget management and employee scheduling• Onsite Association inspections as indicated by contract of grounds, providing a detailed reporting of physical grounds, as well as owner violations• Preparation and management of Request for Proposals for special Association projects, through completion of vendor selection• Responsible for all actions required owner delinquency policies; Direct liaison with collections attorney’s and monthly reporting of progress• Facilitation, preparation and coordination of Declaration, By-Laws or House Rule amendments through completion of recordation with attorneys

• Accountable for managing service delivery for all client accounts• Provides a focus for SLA management and customer satisfaction across the relevant customer base• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of project resources and client expectations • Provides expert problem management support to high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with learning applied for future benefit• Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients• Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution• Motivates, develops and mentors other employees and managers where relevant• Maximizes same account growth opportunities• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability• Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)• In conjunction with the Principal, Sales and Operations team stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable

Service Delivery ManagerImplementation of Service Delivery Model in accordance with the SLEH 3-yr IT Strategic Plan• Review of Information Technology Services Organization resources to determine staffing needs for reorganization – interviews performed with Data Center Operations, Service Desk, Desktop Support, Technical Applications Support and Security team members• Identified all functional responsibilities of each team and determined gaps, functional redundancy across teams and certifications held by ITS as an organization• Created new Organizational Structure based upon IT Strategic Plan Service Delivery goals and functional responsibilities with assigned resources• Defined and created all job descriptions for entire ITS Organization• Created Incident and Crisis Management processes for Information Technology Services Organization in accordance with ITIL best practices• Created SLA for Service Center Organization based on “Time to Respond” and “Time to Resolve” target metrics• Defined business requirements for the implementation of a new Service Management System • Evaluated Cherwell, MS System Center Service Manager & Remedy to determine the best fit for SLEH’s environment and strategic efforts• Prepared recommendations and “next steps” to move the SLEH organization into a Service Delivery Model

Built and established Shared Services – Service Center Organization in alignment with Information Technology Infrastructure Library (ITIL), offering a 24/7, on-shore, virtual Service Desk as a managed service to customers • Management of 35 client Service Desks (which is responsible for 2.5 million of DYONYX annual revenue) and supporting staff of 20• Auditing of all Service Desk and Quality Assurance SLA metrics to ensure compliance • Developed Service Desk offering pricing structures/cost methods • Developed Service Desk “3-Tier” managed service offerings• Created standard IT operating procedures for all clients • Developed standard SLA’s for Service Desk and Quality Assurance (Network Security Access)• Designed client Dashboards for SLA reporting to ensure contractual obligations were attained• Developed standard IT business process flows for all Service Desk clients• Created/defined all roles and responsibilities for Service Center Organization• Liaison to all Service Desk clients for monthly SLA reporting• Implemented Cisco Call Manager to provide more in-depth Service Center call management and Quality Assurance• Identified key performance indicators to audit for all Service Desk Analysts and invoked Quality review of recorded calls using scorecards• Annual performance reviews and development plans for all Service Center personnel• Altiris administration and implementation for all new clients requiring Altiris• Assist Business Development/Sales & Marketing with proposal responses through writing assignments and team proposal reviews