Collaborative strategist and visionary for ground-floor IT process development, implementation, and service transformation to include incorporation of automation services, email processes for IT support, standardization of equipment and software, consolidation and validation of licenses, and ITIL standard methodology adoption for a small biopharmaceutical company. Supervised vendor relations, asset oversight, and technology device procurement ensuring costs savings and streamlined delivery. Cultivated a high-performance internal team through intentional recruitment and training protocols that consistently sustained staff engagement and motivation to build technological skillsets. Consistently achieved KPI and SLA requirements improving metric-based IT service delivery performance. Facilitated weekly operational meetings that increased collaboration across business units.Key Achievements:• Envisioned and executed IT reporting strategy enhancing business intelligence analytics proficiencies regarding core services and infrastructure availability.• Strategically negotiated more competitive vendor pricing and oversaw software license audits saving $52K (11%). • Integral contributor in build of large-scale incident support initiatives and escalation procedures that sustained top-rated customer-centric global IT service delivery and positioned company for future growth.• Oversaw device architecture and employee productivity requirements as well as staff availability for a 24x7 “follow-the-sun” model between US and German offices successfully creating an optimized and sustained environment.• Designed and launched incident avoidance plan that utilized automation and root cause remediation involving recurring task, high-volume incidents.• Established and implemented cost prototype strategy involving transition of tasks and services from upper-level support tiers that guaranteed lean metric goals regarding cost per incident.

Conceptualized, developed and integrated continuous service improvement initiatives and technical projects within pre-set timelines. Assessed alerts, incidents, and storage capacity in server environments in understanding recurring issues, instability, and wait-based event relationships and resolving problems through process and system improvements. Gathered and presented SLA & SLO performance metrics to executive leaders and operational personnel. Played key role in designing customer-centered strategies that enhanced service delivery and global efficiency in alignment with industry and ITIL standards.Key Achievements:• Introduced process and run-book improvements as well as enhanced tool usage and automation effectively reducing overall IT system-specific tickets by 23% over one year.• Managed multiple accounts that earned in excess of $2M annually.• Consulted and partnered on project activities to relocate a data center from on premise to an offsite co-location.• Utilized integration between Salesforce and Service Now to implement ITIL processes and efficient critical incident management process swiftly reducing costs, mitigating risk, improving business agility, and boosting IT innovation.

Held full accountability for global oversight of 62-member team tasked with supporting 3,200+ endpoints and 300+ servers across 12 global-wide data centers. Presented budget forecasts and procurement plans in alignment with determined budget constraints and in support of overall company strategy and IT Operations Strategy and Business Continuity plan. Key player in recruitment and training of IT operations staff as well as facilitation of performance evaluations, goal setting, and leadership development planning. Instrumental in strategy development, service improvements and efficiency that delivered value-added services to customers. Key Achievements:• Principal account manager for a global account with an annual revenue of $4.7M. • Enhanced internal process and server integration achieving SLAs-OLAs and reducing costs output.• Designed and launched end-user service solutions successfully meeting expanding demand of company.