Created and managed a Business Intelligence and Continual Service Improvement team for the firm’s Global Technology Infrastructure (GTI) operations organization. Worked with data scientists and technology SMEs to identify opportunities to improve firmwide application and infrastructure stability. These efforts resulted in high priority incident elimination by 25% year over year, automation, correlation, and a reduction in customer impacts and mean time to recover by 30%.

Led the firm’s Incident and Problem management process team and GTI’s RCA team. Drove both process and operational improvements through Get Well Programs, creating themed based Root Cause Analysis concept, improving overall root cause analysis practices, and improving overall data analytics and metrics. These efforts reduced the firm’s risk profile and aligned with the corporate compliance policies.

Conducted several critical projects for the CIO. Primary goal was to unlock value through efficiency realization ultimately achieving significant positive financial as well as improved customer and employee impact.
● Led both the GTI Service Transformation and Program and Project Management Optimization initiatives – both leading to significant improvements in GTI’s operating model
● Performed efficiency assessments across GTI’s organization to assess and identify optimization opportunities.

As a Principal of IT Management Consulting Services, I led the Global Program Management and Capacity and Performance Management Practices. I conducted many large consulting engagements for senior management of Fortune 100 companies and government agencies -- including risk assessments, corporate litigation, evaluation and optimization of organizational structure and operational procedures, and development and implementation of capacity, performance, testing, and PMO strategies.