Jul 2023 – Sep 2025 · 2 yrs 2 mos · New York, New York, United States · On-site

• Shepherded all End User Services components of the FRB to JP transition including hardware decom.
• Provided real time operational support (O365/SCCM/Intune/JAMF) to heritage FRB employees as we transitioned assets to JPMC reducing endpoints from 15K down to 200 as we transition and adopt JPMC persistent VDI model
• Maintained security compliance, patching, and resiliency for entire end user fleet (Win10, VDI, Mac products)
• Utilized three systems (CMDB, SCCM, and JAMF) to track and conduct hardware lifecycle management and refresh

Aug 2022 – Jul 2023 · 11 mos · New York, United States · Hybrid

• Pioneered the desktop strategy integration for FRB following acquisition by JP Morgan, focusing on a 100% VDI model to enhance agility and reduce overhead as we sunset 15K+ endpoints, resulting in no interruption to the business or clients.
• Managed multiple engineering teams (M365 Collaboration/ AV/ SCCM/ Intune/ Level 3) to overhaul technology infrastructure, achieving a 30% reduction in critical vulnerabilities and standardizing operations across multiple locations, including offshore.
• Cultivated strong partnerships with Tier 1 vendors and consultants (Gartner/Forrester), aligning emerging technology adoptions with long-term business objectives.
• Set the 2023/24/25 Desktop Strategy transformation for the firm with the introduction of new technologies from digital experience monitoring to cloud-based tools to hardware normalization and standards.
• Managed outsourced offshore (Mumbai) engineering team and their adherence to contractual SLA.

Jan 2021 – Mar 2022 · 1 yr 2 mos

• Promoted to oversee all End User Engineering and Operations, setting the desktop strategy across the firm while positioning the operation for transformation.
• Led a large team of engineers globally for Windows Desktop Application and Platform Engineering, Hardware standards, and IT Operations, facilitating 5,000 global users across Americas, EMEA, APAC.
• Transitioned the firm to a 100% laptop-centric workforce, boosting productivity, promoting anytime-anywhere work accommodations, and eliminating on-premises BCP VDI requirement by 95%.
• Adopted Nexthink for DEX, rolled out HUB monitors to promote a hardware-agnostic free seating model, implemented ITSM Service Now CMDB module for Asset Management, and transformed e-waste into a profit center by outsourcing to Lenovo Asset Recovery Services (ARS), decreasing costs by 30%+.
• Introduced Agile practices to organize all non-ticket related work across all teams, providing executive visibility into workload which mandated priority ranking. This resulted in a greater understanding of the workload for planning and appetite for new work while promoting an improved work/life balance and reduction in overtime by up to 20%.

Oct 2019 – Dec 2020 · 1 yr 2 mos

• Recruited to oversee and transform an underperforming team, responsible for global desktop operations (End User Level 1 and 2) and the introduction of automation/process reengineering to drive efficiencies.
• Managed ITSM/ IT Operations (Service Desk and Desktop Support/Field Services) for 3,900 users across 36 global locations (Americas, EMEA, APAC). Service Desk based in Mumbai and (BCP team in) Manila/Pune.
• Simplified Service Desk processing of Service Now (SNOW) request tickets by 50% via automation.
• Reengineered new hire process to ensure laptops were provisioned and arrived on time for start date.

Jan 2019 – Sep 2019 · 8 mos · Bethpage, NY

• • Drove agile methodology, responsibilities include stakeholder story grooming, delivery of crisp QA test cases, sprint/release planning, demo, retrospectives, daily scrum. Coordinated geographically dispersed teams, development was both on and offshore. Delivered major release of Altice Mobile Application accomplishing on time and on budget with minimal defects

Jun 2017 – Dec 2018 · 1 yr 6 mos · Bethpage, NY

• Supervised the Business Process Outsourcing (BPO) expansion – outsourced call center to 3rd party business partners. Oversaw spin up of 7 new domestic and international facilities. Results were a reduction in FTE call center staff by 50%
• Led the Call Center Routing and Infrastructure consolidation for the Suddenlink/ Cablevision Merger. Migrated all call center call volume from the Suddenlink cloud-based Genesys phone system to the Cablevision on premise Genesys phone systems, resulting in eliminating ALL cloud phone related expenses

Oct 2010 – May 2017 · 6 yrs 7 mos · Woodbury, NY

• Adopted Agile methodology for software development life cycle (SDLC) migrating from waterfall for Set top box (STB) software upgrades and UI/UX enhancements, resulting in reduction of time to market and fewer customer facing defects
• Controlled engineering component of high-profile customer facing defects. Worked remotely with in field customer facing engineers in real time home visits, drove all issues to a 100% customer satisfaction
• Identified production related issues through trend analysis related to software releases, used analysis to justify and drive emergency production break fixes which minimized related customer service calls and truck rolls
• Planned capacity/ resource management for 150+ resources using PDWare/ CA Clarity resource management software. Forecasted burn rates and balanced resources across multiple projects reducing oversubscribed resources improving planning