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Skills

  • IT Service Management (ITSM)
  • Contract negotiation and cost savings
  • Cloud infrastructure integration
  • Team management
  • Relationship development
  • Stakeholder relations
  • Capacity planning
  • Operational improvement
  • Customer service
  • Business Process Automation

Work Experiences

  • Conducted root cause analyses on delayed deliverables, producing actionable solutions that reduced delays and increased on-time delivery by 34%.
  • Consolidated feedback from diverse end-user groups.
  • Collaborated with engineering and QA teams to reduce customer complaints by 72% through targeted enhancements and defect reduction.
  • Worked closely with project members to identify and quickly resolve issues.
  • Conducted root cause analyses on delayed deliverables.
  • Assembled specialized task forces.
  • Achieved quicker project turnaround times.
  • Boosted client engagement by 68%.
  • Achieved results in 6 months.
  • Automated stakeholder engagement.

Summaries

  • Accomplished in Agile and Lean methodologies.
  • Adept at overseeing end-to-end delivery of ServiceNow systems.
  • Aligned project deliverables with client goals.
  • Achieved a 62% reduction in missed service level agreements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of quality assurance and budget management as well as strategic planning training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Strengths in client relations and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Collaborated with C-level executives to define and implement key business strategies, resulting in 56% growth in productive project outcomes.
  • Designed and implemented a risk mitigation strategy for high-priority projects, reducing critical roadblocks by 71%.
  • Optimized resource allocation and capacity planning, driving a 24% improvement in resource utilization across concurrent projects.
  • Advised executive leadership on IT infrastructure optimization opportunities, leading to a 33% reduction in capital expenditures.
  • Collaborated with team of 12 in the development of initiative.
  • Led end-to-end project lifecycle for system, managing budget of $3 and completing 55% ahead of schedule.
  • Orchestrated digital transformation initiatives for Miscellaneous, resulting in a 68% reduction in time-to-market for key solutions.
  • Leveraged Lean principles to reduce waste and improve team efficiency by 38% across 12 concurrent projects.
  • Implemented product launch strategies that drove 36% revenue growth by increasing market penetration in the Northeast.
  • Developed comprehensive project dashboards for real-time tracking of KPIs, improving data-driven decision-making and reducing response time by 33%.

Affiliations

  • Chartered Institute of IT (BCS)
  • Customer Experience Professionals Association (CXPA)
  • Society of Human Resource Management
  • TechUK
  • Jaycees
  • Rotary International
  • The Open Group Architecture Framework (TOGAF) Certification
  • Digital Project Manager's Network (DPM)
  • CIO Executive Council
  • Association for Computing Machinery

Certifications

  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Agile Project Manager (IAPM)
  • Certified Technology Business Management Executive (CTBME)
  • Certified DevOps Professional by DevOps Institute
  • Lean Six Sigma Green Belt Certification
  • Apple Certified Associate (ACA)
  • Certified Data Management Professional (CDMP) by DAMA
  • Certified Solutions Architect – Professional by AWS

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