WEILL CORNELL MEDICINE, New York, NY IT Manager – Application Hosting Services• Participates in developing the service strategy for application hosting within the Infrastructure division.• Develops an annual strategy for new and enhance services that the service manager is responsible for and updates the technology plan.• Set price for services based on an understanding of the benchmark service level and price for service in the industry.• Collaborate with IT Liaisons for demand planning and demand management conversations with business partners around their needs for a specific service.• Review business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization.• Guides continuous improvement efforts for the service by leveraging customer feedback and KPIs. • Meets with service architects to discuss impact of new technologies and the architecture roadmap.• Developed and maintained service descriptions, service catalog, service-level agreements (SLAs) and Operating Level Agreements (OLAs) for services under management.• Interacts with technology brokers/vendor managers to identify and evaluate new technology products for their services.• Establishes guidelines for application sizing and capacity planning. Reviews trending data. Propose alternative architectures and solutions to improve end user experience at lower TCO.• Ensure technical solutions align with the business needs, engineering direction and strategy.• Manage a team of five direct reports with experience in designing and building server application solutions. Provided professional growth opportunities and guidance for the staff.

IT Service Delivery Manager (UPS)Coordinated all activities on behalf of UPS ensuring a seamless single point of contact for all services requiring immediate support were met. - Daily Senior Management connect and regular service delivery meetings, coordinated all major interactions with client including vendor/partner reviews.- Develop long term Customer Relationship Strategy by becoming a trusted advisor.- Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements.- Make sure regular meeting practices are maintained and agreed actions are reliably followed-up. - Served as primary escalation point for senior management for services provided. - Managed and drove all services through the adoption and implementation of ITIL processes and procedures.- Continuous improvement plan to meet optimization, productivity objectives.- Coordinated with international teams resolving any issues related to incidents, service requests, or changes. Making sure to maintain KPI and SLA requirements.

Service coordination as single point of contact to support Data Center Services (DCS) for numerous accounts. • Point of contact between Ensono technical delivery towers and customer IT management to ensure an efficient delivery of all Data Center and Network services within strict SLA guidelines • Coordinated service delivery performance meetings along with business reviews and quarterly presentations• Supervised Service Project Operations, Continual Service Improvement and IT Infrastructure Management• Monitored and analyzed system and ticketing metrics to construct timely reports reflecting current status of services provided• Contributed project management input to ensure all DCS functions are available as required• Controlled multiple concurrent projects; conducted ongoing correspondence via email, conference bridges, and phone calls• Primary point of escalation to ensure DCS technical resources are engaged in the event of a service interruption• Provided insight for DCS services available, including Cloud, Security, and Networking options so that they can make in-formed decisions as to future direction of company business plans• Contributed solutions for corporate clients to resolve and streamline datacenter, network and server discrepancies• Prepared monthly invoices of all data center services; analyzed monthly performance of contracts valued $20M annually

Managed multiple datacenters with 300+ servers and critical 24/7 host systems. Provided crucial support to 1500+ clients and advised core business strategy as member of global senior management staff. Controlled and executed an $8 Million budget based on in-depth needs analysis. Lead, developed, and mentored staff members. Reviewed strategic goals with workforce. Coordinated with local and global teams to provide optimal service delivery at all points. • Regularly achieved SLAs governing performance, quality, and availability• Established an innovative, collaborative work setting focused on cross-functional synergies with client and CSC resources• Supported IT setting current with system standards and ensured excellent service to internal stakeholders • Improved stability by leading development of enterprise-wide disaster recovery and business continuity strategies• Gained and applied firm grasp of company’s strategic vision to technical operations

Assisted in the development of corporate infrastructure for all North American districts, leading an IT team of 17 in the U.S. and Canada. Provided critical support to 2000+ clients, 200+ Windows servers, and multiple IBM midrange systems and mainframe. Executed $5 Million budget for local and regional support centers. Led global service center for the chemical’s division, managing IT technical staff teams across North America and Europe. Reduced yearly personnel, equipment, and software costs by $3 Million by consolidating infrastructure services to an off-site hosting center for multiple North American datacenters Facilitated $2 Million in annual savings by assisting with the development of global strategy for client hardware and soft-ware standards per request of global client management team• Launched host system disaster recovery solutions including server business continuity, replication of critical platforms to re-mote hosting center, and regular testing of switchover procedures • Coordinated North American integration with global Merck AD domain• Member of International IT Audit team that implemented corporate strategy for technical and security standards, IT policies, and SOPs worldwide• Effectively navigated complexities of a 24/7 operation in a high-stakes manufacturing environment