-Instilling project management best practices and rigor-Bringing leadership and vision to the infrastructure team-Establishing a more formal approach to disaster recovery-Establishing a more formal approach to triage/incident management-Instilling an “extreme ownership” and teamwork approach to problem solving-Implementing change management best practices-Ensuring harmonious and transparent communication/collaboration between infrastructure and business analysis and development teams-Focusing on modernization, standardization and stability of IT systems-Strategically planning for the future in alignment with business plans-Overseeing IT security and ensuring it is fully embedded into IT systems and operations

Contracted through Apex Systems Incorporated.-Managed Bomgar implementation project reducing average incident resolution time by 25%. Bomgar is a remote management tool enabling technicians to connect to endpoint devices for interactive troubleshooting. -Managed project to migrate 4000 offshore users from Citrix XenApp to XenDesktop, enabling Oracle SSO, and providing a more efficient and easier-to-use environment - resulting in $1.05 million in annual cost reduction.-Managed project to identify a vendor that can meet Cigna's telemetry and security requirements via RFP and a proof of concept leading to the final product selection delivering the following capabilities: monitoring the health & performance of mobile devices, mobile applications, network and mobile infrastructure; quicker problem detection and resolution; improved protection from mobile threats and exploits; remote detection & remediation capability w/o impacting user experience or privacy; and enhanced security-Leveraged SharePoint for team collaboration related to project management. Setup, administer, and moderated content on project sites.-Helped establish and implement project management processes and methodologies for the IT community to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations.-Responsible for tracking key project milestones and adjusting project plans and/or resources to meet the needs of customers.-Partnered with senior management of the business community to identify and prioritize opportunities for utilizing IT to achieve the goals of the enterprise.

-Directed 3rd level support team of technical specialists focused on:• Microsoft Configuration Manager administration and support• OS image development, release, and deployment• Application packaging, release, and deployment• Security patch deployment and compliance tracking• Mobile device management platform administration (MobileIron)• Centralized user data backup platform administration (HP Connected Backup)• PBX management and administration (ShoreTel, Avaya, Siemens)• Remote support appliance management and administration (Bomgar)-Implemented Bomgar remote support appliance and integrated with Service-Now resulting in more efficient support and an improved end user experience-Led project to scale up Microsoft Configuration Manager platform to industrialize automated software, patches and OS image deployments-Implemented security patching process improvements driving average compliance ratio above 95% (up from 80% before the improvement)-Implemented application packaging, release and deployment procedures enabling zero touch migration of more than 80% of the PC fleet and automation of more than 90% of standard software requests-Integrated Microsoft Configuration Manager, 1E Shopping/Nomad and Service-Now.com to automate end-to-end software requests-Developed and implemented automation strategy for zero-touch Windows 8.1 migration using Microsoft Configuration Manager OSD and 1E Shopping/Nomad/AppClarity suite-Served as software owner for more than 300 software titles (25% of all software titles owned by Firmenich), responsible for global license compliance and version control-Served as end-user technology representative on IS Technical Architecture Review Board and IS Security Threat & Vulnerability Advisory Board

-Directed IT infrastructure team of 24 people at 12 sites throughout North & South America focused on field support for more than 2400 users responsible for direct support of standard and shop floor computer workstations, standard and label printers, fixed and mobile telephony, WAN/LAN networks, WiFi networks, local data center operations, data backups, VPN remote access-Led global project to migrate Window XP workstations to Windows 8-Worked as business relationship manager with Americas site GMs to ensure delivery of quality IT service—CSAT in the Americas consistently rated 4.5 out of 5.0 during my tenure-Defined and implemented procedures for IS equipment lifecycle management (PCs, printers, switches, servers, backup tape drives)-Planned, tracked, and controlled IS infrastructure opex and capex budgets worth $12M-Implemented monthly compliance framework ensuring all IT assets tracked and configured to IT standards-Consolidated field support vendors resulting in savings of $300k annually-Coordinated RFP to select new PC hardware provider (moving from Dell to HP)-Developed fixed telephony strategy and standard (ShoreTel) and led project team implementing this standard across the Americas region-Served as a primary member of the technical integration team to support Firmenich’s acquisition of Danisco, responsible for integrating server, network, telephony, and end user systems

-Directed IS infrastructure team of 60+ people at 45 sites across the Americas, EMEA, and Asia/Pacific responsible for support of more than 5500 users-Planned, tracked, and controlled IS infrastructure opex and capex budgets worth $30M-Ensured quality of IS services as a business relationship manager-Standardized IT asset management processes across all regions resulting in improvement of PC fleet inventory management-Developed litigation support procedures related to preservation hold requirements and served as primary contact with legal division for coordination of litigation support

-Managed IS infrastructure team of 11 people at 13 sites across Canada, USA, Mexico, Colombia, Venezuela, Brazil and Argentina responsible for direct support of workstations/printers, telephony, WAN/LAN networks, wireless, systems/operations, backups, VPN remote access for nearly 1,200 users-Planned, tracked, and controlled IS infrastructure opex and capex budgets worth $8M-Standardized end user device configuration and delivery procedures used across all sites in the Americas-Served as a primary member of the technical integration team to support Firmenich’s acquisition of Noville, responsible for integrating server, network, telephony, and end user systems-Administered and supported global Lotus Notes application/email platform and Windows Domain services-Led project to implement and support McAfee ePO console for central management of Antivirus and Disk Encryption-Designed and implemented IS After Hours support procedures and staffed support rotation resulting in improved support of critical systems outside of traditional business hours-Led project to implement and support event log monitoring platform (Servers Alive) to aid in incident detection and root cause analysis for critical IS infrastructure

-Managed IS field support team responsible for day-to-day support for workstations and related IS infrastructure for nearly 600 users at 8 sites across Canada and the US-Worked closely with business representatives as an IS customer service manager to ensure delivery of quality IS service-Administered and supported global Lotus Notes application and email platform-Administered and supported Windows Domain services in the Americas region-Led project to implement and support event log monitoring platform (Servers Alive) to aid in incident detection and root cause analysis for critical IS infrastructure

-Provided day-to-day technical support of Wintel workstations, printers, telephony, network services, systems/operations, backups, messaging, and lab equipment interfaces-Served as business relationship manager for chemical engineers, research chemists, administrative and production staff-Successfully designed and led project to relocate data center, extend network and install PCs and server systems to a new building opened at the Newark site-Provided remote and periodic onsite technical support to Firmenich’s NYC office; providing technical support and business relationship management for perfumers, lab technicians, fragrance development managers, and key account managers

-Weighed perfume grade materials into compound samples for evaluation by Master Perfumers and Fragrance Development Managers, for eventual submission to Firmenich customers-Provided support to sensory testing labs by preparing materials for consumer testing using perfumes compounded in my lab-Maintained precise records of perfume formulae, material lot numbers and compound creation dates to track client submission samples-Purchased and maintained adequate supply of laboratory chemicals and supplies to support compounding operations-Followed Good Manufacturing Practice (GMP) Guidelines in day-to-day activities within the lab-Filled client sample orders under time pressure-Provided ad-hoc support to manufacturing by weighing high volume orders (>100 kg) as needed-Conducted stability testing of perfumes in customer products to ensure good shelf life