Improved User Experience:Spearheaded efforts to elevate the user experience by optimizing both internal and outsourced IT support, resulting in heightened employee satisfaction and increased productivity.Vendor Relationship Enhancement:Established robust and mutually beneficial partnerships with IT vendors, resulting in elevated service quality, cost-effective negotiations, and heightened vendor responsiveness.Seamless M&A Integration Leadership:Directed a high-performing team in orchestrating flawless transitions of IT systems and resources during M&A acquisitions. This strategic approach minimized disruptions and ensured uninterrupted service for employees, contributing to the success of integrations.Enhanced Cybersecurity:Implemented comprehensive cybersecurity measures, fortifying the organization against cyber threats and ensuring compliance with data security standards.Strategic IT Architecture:Led the development of a forward-thinking IT architecture, aligning technology solutions with business objectives and ensuring adaptability to meet future needs.

Senior Manager, IT Systems | The Mather Group | 2022-2023Guided a high-achieving team in streamlining the entire hardware procurement and maintenance process for both employees and office spaces, resulting in enhanced operational efficiency.Delivered exceptional internal IT support, skillfully administered third-party applications, and maintained rigorous cyber-security protocols to safeguard critical assets.Oversaw the development and implementation of comprehensive IT policies and governance documentation, ensuring compliance with industry standards and regulatory requirements.

Daily Operations SupportManagement of the IT Service Delivery & Support Teams (Americas: 2 Full-Time & 4 consultants, EMEA: 1 consultant based out of Bulgaria) responsible for supporting Tier 1 and Tier 2 Incident and Service Requests for over 1800 Global Users.Monitor performance and cost indicators to drive continuous improvement of the Service Desk operation while maintaining an atmosphere that promotes teamwork and customer service, involvement, and a positive, high-energy work environment.Coordinate and manage the team’s workload, staffing requirements, and project assignment roles of resources, provide tools, professional development opportunities, and environment needed for the staff to be effectiveService ManagementWork with all IT Service Owners to create and maintain a well-rounded view of all Technology Services endeavors to ensure effective delivery, management, and improvement of services that align to and meet business needs.Oversee the creation, implementation, and adoption of IT Service Management processes to provide consistent alignment between our internal customers and the IT service providers in the areas of incident, request, configuration, and change management.Develop and manage global Service Desk staff metrics for technology service excellence.Work closely with the Infrastructure and Application Development Service Providers to ensure that technology services are delivered at levels necessary to support business outcomes.IT General Controls and SecurityDevelop and maintain a security awareness program that meets all industry regulations, standards, and compliance requirements.Managing the organization's Bi-Annual IT General Controls Access Compliance Reviews.

I. Service Management•Responsible for managing the Tier 1 and International Tier 2 Teams that support an environment of 2500+ users worldwide.•Identify, define, manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment. •Coordinate the identification and resolution of incidents and problems and where required escalate to and co-ordinate resolution with Tier 2, Tier 3 or External Vendors. •Identify and manage the IT Service Desk services and subordinate processes, including request fulfillment, access management, incident management and problem management. •Ensure all service management process are documented, maintained and adhered to.•Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.II. Project ManagementResponsible for delivering projects against agreed scope, budget, schedule & customer expectations. Achieving this while supervising, directing & motivating teams of multi-discipline. contractors & employees.Key Achievements •Implementing the organizations first Hosted ITSM Ticketing System.•Lead the efforts for transitioning and upgrading our hosted ITSM to an in-house Incident, Service Request and Change Management Solution. •Managed various inter-office moves and new office setups. III. Business Planning •Liaison with other IT divisions and internal departments regarding new system implementations, system upgrades, system outages, procedures and policies.•Management of the relationships with our IT suppliers and support of our the IT procurement process. •Develop and continually evolving the Service Desk strategy.IV. Personnel Management•Managing the recruitment, selection and training of IT Service Desk Operations employees.•Setting KPIs for all direct reports and measuring against these indicators.

• Level 3 Technical Support (local and remote) for an environment of 1000+ users• Responsible for installations, moves, modifications and configurations of all workstation, laptop and server equipment (hardware and software) within various platforms on a daily basis.• Managed large-scale workstation and laptop update and rollout project.

• Provided lead staff support to client committees through project management, scheduling and moderating, committee meetings, and maintaining budgets assigned by the Board of Directors.• Directed the dues renewal and annual membership directory production process. Responsibilities included developing/maintaining a project budget, coordinating and executing the advertising sales efforts, and adhering to the client designated timeline.• Managed the client membership database by means of data entry, adhoc report writing and design.