Jul 2018 – Apr 2022 · 3 yrs 9 mos · Greater New York City Area

• Transitioned to the Information Security - Security Engineering department in July 2018
• As the Agile Champion, Program Manager, and Technical Project Manager for the Security Engineering department, led the department-wide Agile transformation by supporting 7+ Security Engineering teams in their adoption of Scrum / Kanban, fostering transparency, self-organization, enabling stakeholder trust, increasing output velocity to deliver impactful outcomes, and continuous improvement across all phases of the software development lifecycle (SDLC)
• Acted as the primary liaison and concurrently executed enterprise cross-functional initiatives for the Information Security Program in support of Company-Wide Business Continuity Plans, Identity & Access Controls, DevX Platforms, and Security Automation, Detection, and Analytics Tools used by the Cybersecurity Operations Center (CSOC)
• Facilitated backlog refinement, sprint planning, sprint review, and retrospective activities; generated metric-based insights including, but not limited to, Sprint Velocity, Epic / Sprint Burndown Reports, and Work Breakdown Structures (WBS) to foster accountability, continuous improvement, and facilitate data-informed decision-making when capacity planning and forecasting
• Implemented and administered innovative solutions such as custom agile boards, workflows, automations, metadata, and dashboards used for ongoing monitoring, reporting, and controlling in Jira to improve transparency, enable strategic alignment and deliver measurable outcomes
• Designed and delivered customized Agile training and support on an ongoing basis in collaboration with members of the Bloomberg Agile community

Nov 2017 – Jul 2018 · 8 mos · Greater New York City Area

• Promoted to the Product & Program Manager role for Global Customer Support in November 2017
• Responsibilities included:
• Governing the functionality and tools used for activating, testing, and troubleshooting the connectivity of Bloomberg Terminals, in addition to others used for tracking, measuring, and reporting employee performance and general management of customer queries overseen by the Bloomberg Terminal installations department
• Defined visions for, and oversaw the execution of, strategic initiatives geared towards improving efficiency and enhancing troubleshooting capabilities for teams who share responsibility in implementing and supporting the Bloomberg Terminal and Private IP (Dedicated Customer Network) infrastructure for customers

May 2016 – Nov 2017 · 1 yr 6 mos · Greater New York City Area

• Promoted to Bloomberg Terminal Installation Team Leader in May 2016
• Responsibilities included:
• Mentoring, supervising, and coaching seven Implementation / Support Specialists responsible for implementing and supporting the Bloomberg Terminal software and Private IP (Dedicated Customer Network) infrastructure for customers
• Delivered Semi-Annual performance reviews encompassing an overview of metrics based performance, areas of improvement, and future expectations, while supporting continued growth and development throughout the year
• Served as a primary point of escalation to customer service related concerns and back-up point of escalation to the America’s Regional Manager for internal requests and queries
• Monitored and reported departmental KPI's on a monthly basis to mitigate risks that would impact the quality assurance of the Terminal Installations team, such as identifying gaps in regional support coverage and team representative knowledge of workflows and processes
• Project managed strategic initiatives geared towards improving efficiency and enhancing troubleshooting capabilities for teams who share responsibility in implementing and supporting the Bloomberg Terminal software and Private IP (Dedicated Customer Network) infrastructure for customers

Aug 2015 – May 2016 · 9 mos · Greater New York City Area

• Promoted to a member of the Global Installations / Implementations Training team in August of 2015
• Responsibilities included:
• Training, mentoring, and coaching regional new hires in the AMER Region on Bloomberg Terminal and Private IP (Dedicated Customer Network) infrastructure installation and troubleshooting related workflows and processes
• Collaborating with department trainers in EMEA and APAC in maintaining and enhancing training tools and documentation

Dec 2014 – Aug 2015 · 8 mos · Greater New York City Area

• Served as a Project Manager and liaison to external clients and internal stakeholders focusing on the company wide goal of expanding our Network, Data Feed, and Terminal Service / Product solutions
• Managed a daily queue upwards of 120 tickets / projects on average, encompassing requests for various Bloomberg Terminal solutions, SFTP Implementations, and complex Dedicated Leased Network infrastructure implementations

Jan 2014 – May 2014 · 4 mos · Sorrento, Italy

• Offered and accepted a partial scholarship to participate in an internship abroad with the goal of developing a social media presence for the Sant'Anna Institute in Sorrento, Italy in an effort to generate future study abroad partnerships with colleges and universities in the United States.
• Responsibilities included:
• Developed a social media presence using websites such as Facebook, Instagram, WordPress, in addition to facilitating content changes to the 'santannainstitute.com' website
• Coordinated Civic Engagement and cultural events to increase student involvement and contribution
• Photographed, Video Recorded, and shared activities and excursions to display student life and experiences throughout their participation in the study abroad program
• Driving B2B engagements via Email, social media campaigns, and web marketing with our target audience
• Partnered with the President of the Institute, Cristiana Panicco, in reviewing social media data analytics in order to define future marketing strategies

May 2013 – Aug 2013 · 3 mos · Middletown, Ny

• Provided a pleasant and welcoming customer focused shopping experience
• Served as a support channel to various in-store departments as needed
• Processed details and contracts for flooring installations
• Maintained a neat and clean sales floor

Sep 2012 – Dec 2013 · 1 yr 3 mos · Alfred, NY

• Customer Service, provided a pleasant and welcoming experience
• Provided general clerical duties filing member documents including waivers and health information
• Member database management
• Maintained gym by ensuring a clean and comfortable environment for all members

Mar 2010 – Jul 2010 · 4 mos · Elmsford, NY

• Generated new business through cold-calls, walk-ins, and referrals with Small Business owners
• Scheduled meetings with potential clients, informing how ADT will provide exceptional security service, and the benefits ADT can provide to the customer
• Traveled frequently within the downstate NY counties, prospecting
• Trained periodically with the entire Small Business sales team on selling methods and new products/services

Dec 2009 – Mar 2010 · 3 mos · Harriman, NY

• Generated business by utilizing cold-calling methods for Life/Health Insurance services
• Provided sound life/health insurance solutions to qualified clients
• Participated in monthly office wide training and development meetings

Apr 2009 – Nov 2009 · 7 mos · Alfred, NY

• - Provided trouble-shooting, diagnosis, and repair of student/staff/faculty laptops

Jun 2008 – Sep 2008 · 3 mos · New York, NY

• Repaired, Trouble-shot, Diagnosed, Sold, and Upgraded Laptops and Desktop PC’s
• Served as a support channel to other departments as needed
• Generated business through consultations and recommendations, of additional services that would provide a long-term benefit to the customer

Jul 2007 – Jul 2008 · 1 yr · Bronx, NY

• Assisted the store manager in setting weekly sales goals and targets for each associate
• Trained and evaluated new associates bi-weekly on the service they provide within the first 90 days
• Maintained a clean and fully stocked sales floor for an enjoyable customer experience
• Coordinated store wide inventory check semi-annually
• Provided exceptional customer service to all customers
• Completed store Open and Close procedures daily