Led the strategic alignment and operational management of IT systems aligning with business objectives, significantly boosting operational efficiency and stakeholder satisfaction. • Developed IT application portfolios and roadmaps to align with business objectives for the ServiceNow, Microsoft Power Suite and Azure DevOps platforms, effectively communicating with executive teams to gain buy-in.• Lead process and product improvement initiatives to enhance effectiveness and efficiency of the ServiceNow platform, which reduced operational man hours by 30%. • Utilized ITSM practices to manage end-to-end delivery of IT services to our business partners.• Managed the licensing, training, and support agreements with ServiceNow, fostering a collaborative vendor relationship. • Assisted in the implementation of Microsoft Power Suite (Power Apps and Power Automate) and SharePoint services for the entire company. Managed and maintained the Center of Excellence ensuring provisioning, security and governance protocols where strictly followed. • Assisted in implementing product improvement initiative on our Azure DevOps platform to standardize, streamline and reduce application deployment lifecycles and provided improved planning, development, testing and deployment services for 100+ applications.• Change Control Manager overseeing and facilitating application and network related changes within the organization to ensure successful and efficient implementations with minimal disruption to the organization. • Spearheaded RCA (Root Cause Analysis) meetings to review and assess major incidents to evaluate processes and procedures. Partnered with relevant stakeholders to mitigate and manage identified risks. • Tracked team and departmental KPI’s to track quantifiable measures of performance monthly, quarterly, and yearly. Created reports and dashboards for executive leadership to gauge progress and provide insight that might help the organization to make informed decisions.

Directed a team in managing an extensive server infrastructure, on premise and in the cloud, implementing disaster recovery solutions, and maintaining compliance with industry standards (PCI, SOX). Orchestrated comprehensive technology projects from inception to execution within prescribed timelines and budgets, focusing on strategic objectives and stakeholder engagement. Fostered a culture of continuous improvement and innovation, contributing to robust IT security and operational agility. Key technologies: Windows Servers, Azure, Hyper-V, O365• Maintained rigorous compliance with PCI, PII and SOX regulatory requirements, implementing robust systems and controls to safeguard consumer data and enhance system performance.• Defined the technology strategy for the Operations team, aligning it with overarching business goals and requirements.• Responsible for the maintenance and upgrading of over eight hundred virtual and physical Windows and Linux servers across thirty-one resorts and two datacenters, ensuring optimal performance and reliability. • Oversaw regular updates, operating system patching, and system upgrades to address security vulnerabilities and enhance system functionality, ensuring a secure and efficient computing environment.• Migrated Microsoft Exchange to O365, managed and maintained the Microsoft Office Suite of services. • Served as technology liaison with IHG (InterContinental Hotel Group), coordinating vendor support services for the Holiday Inn Club Vacations domain. • Project Manager for Information Technology initiatives. Successful lead a major server upgrade project through to completion for thirty-one resorts, which required building and deploying new virtual servers while coordinating the simultaneous turndown and removal of physical hardware at each site.• Communicated project goals, expectations, and progress to stakeholders. Facilitated regular project team meetings to discuss project status, challenges, and updates.

Supervised day-to-day engineering support functions and activities of the Technical Support and Network Engineering teams within IP Services.Established and maintained lines of communication with key members of various internal and external organizations to ensure a seamless transition of workflow for our International and Domestic customers. Assigned individual and team task, developed goals and objectives and administered company policies and procedures.

Managed highly secure, Government and Federal agency IP networks and devices for the Federal Network Operations Center utilizing specialized equipment, devices and applications (eIQ, Fortinet, MTIPS).Provided technical support to customers on operational and/or maintenance aspects of IP Network systems and equipment, achieving a Mean Time to Repair average of less than four hours.