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IT LEADER DRIVING CONTINUOUS IMPROVEMENT IN SERVICE DELIVERYStrategic and solutions-oriented professional with 20+ years of experience as an Assistant Vice President and Regional IT manager managing and driving substantial improvement in IT service delivery for a multitude of users globally. Spearheads various process improvement initiatives by identifying service gaps through communication with multi-disciplinary stakeholders, building consensus for and championing the implementation for a range of solutions to promote holistic business improvement. Operates as a leader, developing staff functionality while prioritizing diversity, equity, and inclusivity practices. Maintains stakeholder correspondence, sources reliable vendors, and resolves system errors upon identification to sustain client satisfaction and enhance operational environment.CORE SKILLS & COMPETENCIESDepartmental LiaisingVendor ManagementEquity, Diversity, & InclusivityService Gap IdentificationLong-Term Strategic PlanningSystem Creation & ImplementationTeam Performance ManagementService Desk & Technical Assistance (ITIL Service Model)Resolution ManagementBusiness Continuity PrioritizationEscalation SupportContinuous Process ImprovementsPROFESSIONAL EXPERIENCECapgemini America Inc. (Managed Services Provider) New York, NYRegional On-Site Support IT Manager Aug. 2021 - PresentOverview: Supporting desktop hardware and software services as MSP (Managed Service Provider) for McCormick Inc. within the United States, Canada, and Mexico; operating as business technical liaison responsible for maintaining endpoint devices. Directs IT support technicians tasked with delivering IT service management, incident management and equipment deployment at McCormicks headquarters based in Hunt Valley, MarylandCurrent Work Activities:Operates as IT endpoint coordinator, guiding on-site support resources towards aligning requirements alongside other IT teams to deliver designated project work as established by McCormick.Coordinate and guide the deploying and maintaining of all hardware and software needed to support McCormicks Microsoft estate.Maintain alignment with key McCormick stakeholders and business partners in order to develop collaboration and holistic business enhancement and development.Atradius Trade Credit Insurance and Collections Cockeysville, Maryland Mar. 1997  Jun. 2021Atradius is a world-leading provider of trade credit insurance, surety and debt collection services operating worldwide in more than 50 countries with a total revenue exceeding 2 billion.Assistant Vice President, Regional IT Manager Jan. 2005  Jun. 2021Overview: Supported 250+ employees within the United States, Canada, and Mexico, operating as relationship manager responsible for maintaining continuity with European headquarters. Oversaw IT support technicians to drive enhanced service delivery for end-users through driving efficient incident management and process improvement initiatives.Selected Accomplishments:Operated as team sponsor for 3+ years, guiding the team to align requirements alongside international teams. Unified multi-disciplinary teams and vendors to direct the rollout of business-critical Windows updates through the Americas, and all global counterparts.Spearheaded transition to remote work during COVID-19 pandemic through enabling virtual access and aligning requirements for personnel across the globe. Primary point of contact directing the US and Canadian transition while ensuring continuity and cohesiveness for Mexico and Brazil operations.Appointed business continuity manager, responsible for implementing business strategies for the Americas by maintaining documentation, adhering to global and regional compliance policies, facilitating semi-annual business continuity meetings, and test exercises.Key Responsibilities:Business Needs Identification: Conducted regular meetings alongside multi-disciplinary, global stakeholders to evaluate pain points and drive strategy for the IT service department. Communicated information and relevant data to company executives on local and global platforms to address concerns through forward-thinking solutions.Strategic Vision: Proactively managed internal expectations while detecting service gaps between local presence and IT department. Designed and communicated roadmaps for short-and-long-term goals, prioritizing initiatives based on feasibility and urgency while maintaining uninterrupted service operations.Staff Coaching & Development: Directed the end-to-end onboarding and training process for junior staff members and interns, aligning capabilities with delegated tasks to promote expedited professional growth.Key Responsibilities as Assistant Vice President, Regional IT Manager Continued:Budget Management: Conducted all forecasting for expenses and capital improvements to establish the semi-annual budget for local region, managing this value throughout the year to optimize costs.Vendor Negotiations: Developed long-standing, trusted relationships with external vendors, seeking opportunities for repeated business. Operated strategically to equally prioritize financial resources and convenience by comparing price with operational feasibility.Technical Assistance: Demonstrated leadership capability, striving to showcase collaborative approach while concurrently completing tasks to improve staff understanding. Assisted in completing technical tasks, assisting with user operations, and developing personal relationships with clients to promote staff confidence.Project Management: Facilitated 15+ office moves throughout various locations, identifying staff needs and overseeing the acquisition of resources to enable appropriate setup of aligned technical infrastructure within individual offices.Diversity, Equity, & Inclusivity Practices: Strategized, implemented, and drove diverse practices to improve staff accessibility and representation company wide. Leveraged a unique and unifying leadership approach to cultivate strong relationships with staff while promoting widespread enhancement in company culture globally.District IT Manager Jan. 2001  Jan. 2005Overview: Operated as IT manager for United States offices, developing training programs for staff and driving operational direction for the IT Department.Selected Accomplishments:Unified IT teams to transition from Fidelity and Deposit-based operational applications to systems deliverables within NCM IT structure. Application changes spanned Lotus Notes to MS Exchange, Lotus 1-2-3 to Excel, and Novell Netware to Windows Server.Led team through corporate separation between NCM and the Fidelity and Deposit Company, while facilitating staff onboarding to maintain American infrastructure.Forged business-critical vendor relationships to effectively support local IT infrastructure during interim period while systems connected to Atradius global platform.IT Coordinator, Technical Specialist Mar. 1997  Jan. 2001Overview: Liaised between NCM and The Fidelity and Deposit Company to deliver hardware to external sales managers and supporting collective US-based team. Aligned with IT team to ensure NCM-based networking and operational services met requirements within shared IT platforms.EARLIER NOTEWORTHY EXPERIENCETechnical Support Specialist, Network Administrator Agency Services Inc. Sep. 1989  Mar. 1997Overview: Guided ASI customers using remote telephone support, while writing user documentation using various desktop publishing applications. Served as software tester and debugger to assist the internal programming team with proprietary software development. Facilitated visits to ASIs 5 office locations for user training and equipment inventory maintenance.EDUCATIONMaster of Divinity Howard University May. 2011Bachelor of Science, Psychology Towson University Sep. 1991Additional areas of study included course work in the fields of Math and Computer Science.References available upon request.