Experience

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  Ibm

  Feb 2005 - Mar 2015

  Client: Chubb Limited Industry: Financial Services, InsuranceOversight of 50 employees, near & offshore (US, India), responsible for all aspects of service delivery and SLA Management. I was responsible for a monthly ID Quality Assurance process for the entire IT infrastructure, ensuring compliance with HIPAA and Security regulations. Initiated and implemented a tech refresh program to systematically replace aging PC hardware.Notable Contributions:📌Identified and remediated multiple process gaps and outdated program procedures, addressing a lack of team awareness of the customer environment's mission-critical segments.📌Orchestrated a complete performance turnaround with an underperforming offshore team service desk team, resulting in an expanded role managing user IDs and access and achieving audit compliance in this area for the first time in contract history. Show less Client: State Street Corporation Industry: Financial ServicesSupported Services: Problem/Change Mgmt., Outage RecoveryCore Duties:Problem and change mgmt.Incident mgmt. & outage recoveryMgmt. of outage bridge calls with technical teamsAnalyzed data reports to correlate outages to change activity & made recommendations to management for future outage preventionOperational responsibility for a near-shore Intel server teamManaged formal root cause analysis process for delivery organizationHandled customer escalationsReduced outages by working with technical teams to implement permanent fixes identified in RCAsImplemented a maintenance plan to pro-actively deploy server patches Show less

  • Service Delivery Manager

    Jun 2012 - Mar 2015

  • Service Delivery Manager

    Oct 2008 - Jun 2012

  • Availability Manager

    Feb 2005 - Sept 2008
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  Hcl technologies

  Apr 2015 - Apr 2017

  Client: World Bank Group Industry: Banking Drove onsite Service Desk operations management for End User Computing and Service Desk at a large Financial customer location with a team of 30. I conducted management oversight, directed staff planning, and optimized team scheduling to match call and ticket volume.Notable Contributions:📌Transformed a troubled, low-performing IT service desk team, threatened with contract termination within ten months, into a top performing team that met contract SLAs and achieved high marks for customer satisfaction.📌Dramatically improved service quality by enhancing a knowledge base that integrated lessons learned from each customer escalation that became the foundation for service desk problem resolution.📌Drove automation and software-based efficiencies that eliminated service ticket backlogs and delays and better-aligned staff with anticipated call volumes. Show less Client: TIAAIndustry: Financial ServicesOperations management of 140 employees, onsite, near, and offshore (India). Oversight of all aspects of service delivery and SLA management for Unix/Intel Server, Database, Middleware at the client. I addressed issue management escalations and refined the HR and people management process for direct reports.Notable Contributions:📌Conducted a gap analysis and executed a comprehensive action plan that rescued a program in crisis because of frequent client escalations and poor Unix server support. 📌Introduced accountability and metrics through regular meetings and ongoing performance analysis with on and off-site teams that revitalized internal relationships and efficiency within the joint delivery team. 📌Stabilized Unix service performance and met all SLAs, which improved the relationship with the customer and allowed us to focus the client on our middleware, intel, and DBA support achievements. Show less

  • Service Delivery Manager

    Jun 2016 - Apr 2017

  • Service Delivery Manager

    Apr 2015 - May 2016
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  Experis/manpower group

  Apr 2017 - May 2023

  Client Delivery Ownership and Program Management: established Managed Service offering to generate annual revenue of $12M+ and led a team of 250 consultants in the delivery of Software Development services, and IT data management solutions across multiple U.S. locations and India for a multinational IT technology client organization. Environment: Software development IT storage solutions.  Leadership, management and operational control of the assigned programs Led program and analyzed data to identify opportunities for improvement. Optimized and designed business processes: finance, service delivery, team management. Created and managed budgets and financial forecasts. Managed senior-level service delivery personnel. Proved successful working within tight deadlines and a fast-paced atmosphere. Applied Agile and Lean strategies to promote exceptional customer service and create a positive, customer-centric team. Managed project stakeholder relationships to assess program progress. Show less Industry: Enterprise Networking Hardware & Software TechnologyOnsite leadership and primary customer interface with 68 staff managing all aspects of three network lab operations. Directs the customer relationship, service delivery, contract management, and renewals process while controlling program scope, budget, and cost. Oversees Service Level Agreement (SLA) management and client issue escalation. Leading onsite operations throughout the COVID-19 pandemic.Notable Contributions: Increased program revenue by 65% to $5.3M over three years while exceeding profitability goals. Drove unit operational efficiency to handle higher work volume, addressing 51% of all global demand. Transformed existing “staff augmentation” projects/engagements service model into a cohesive, managed-services projects delivery organization that met all SLAs. Increased service value to the client, expanding staff network certification levels from 69% to 90% in 12 months, and introduced a new team leadership structure for increased accountability. Designed and met outcome-based Service Level Agreements that more accurately measured performance and support of the customer's business needs.  Effectively served the client’s need for consistent 24x7x365 support, improving team stability, reducing turnover, and doubling the average team tenure within the first 1.5 years. Identified areas for continuous process improvement, providing metrics and actionable insights to internal and client leadership teams in monthly performance reports generated by team leaders. Show less

  • Program Manager

    Apr 2021 - May 2023

  • Senior Engagement Manager

    Apr 2017 - Apr 2021
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  Motion recruitment

  May 2023 - now

  It project manager

  • Client: Town of Cary, local government • Manage multiple concurrent IT projects of various sizes end-to-end.• Directed and took over several complex, high-profile in-flight projects, and steered them from implementation to completion and closure. Consistently achieved all deadlines, milestones, and deliverables. • Liaised between project sponsors, stakeholders, vendors, and other municipality departments; established strong professional relations with external IT vendors.• Developed and implemented project roadmaps, project plans, and milestones; led key stakeholder engagement and accountability; and communicated project status with relevant stakeholders and senior leadership.• Managed vendor relations, project scope, project risk, and deadlines and focused on timely delivery of IT solutions.• Planned several ITSM training sessions to educate project stakeholders. • Created and reviewed operational processes and procedures to provide operational support for completed projects.Projects Managed:1. Cary Downtown Park: Cisco Wi-Fi & Gigabit network, Axis security cameras, door access controls2. Enterprise Wi-Fi Expansion: Cisco Wi-Fi installation for multiple facilities3. ServiceNow Implementation: Install & and roll out ServiceNow for the Cary IT department4. RNI Upgrade: Upgrade water meter infrastructure to a new software platform & database Show less