Information Technology consultant with extensive experience managing IT projects and operations by containing expenses, reducing support costs, increasing staff retention and improving customer satisfaction. Strong record leading departments, system implementation projects, customer engagement and IT Service Management
IT Service Management consultant focused on Identity and Access Management, Service Governance and ITIL process improvement. Responsible for establishing common service management systems, business process mapping, knowledge management and customer relationship management systems for scalable, high quality service delivery via fulltime staff and managed service providers.
Responsible for five departments: call center, desktop, identity & access management, infrastructure and media services. Included strategy development for services and governance models. Also included management of $1.3M in volume licensing and direction of mobile application development team. Managed a combined budget of $6.2M and 52 staff.
Project Manager for $620,000 Student Commons Renovation. Developed a new café style lounge, complete with integrated media wall, wireless access ports and servery. Designed and implemented a series of department systems to streamline data entry and reporting capabilities. Applications included a Grant Tracking System, Financial Aid Award System and the Internship Management System. Established senior leadership team. Required working with HR and leadership to ensure a smooth transition, while reorganizing all key business departments.
Lead ServiceNow implementation for IT, Finance and Facilities.
Migrated 7 onsite Exchange systems to Office 365 cloud services.
Coached ITIL Process and Service Owners.