Operations Manager

• Oct 2023 - Present

Operations Manager

• Feb 2022 - Jan 2023

• Collaborated with cross-functional teams to define business requirements and project timelines for global security PACS/VMS projects while managing team leads, associates, and as acting security SME on other projects and initiatives.• Designed efficient intake and support workflows, resulting in a 75% improvement in response times for T4 security support requests, aligning with target KPIs.• Streamlined global security break-fix processes, reducing SLA breaches and OPEX expenses through automated workflows and communication channels.• Monitored PACS and VMS performance metrics, recommending corrective actions and ensuring continuous system stability for 700+ global locations. • Led global security systems operational reviews, identifying areas for iterative improvement and uptime consistency while defining customer service-level objectives. Show less

IT Project Manager

• Jan 2021 - Feb 2022

• Presented analysis of Global Service Desk (GSD) support transfer intakes, providing resource projections and recommended improvement actions to senior leadership for optimal operations and scalability.• Served as Escalations SME for Security, Networking, Technology, and the Global Service Desk.• Led the security technology buildout of a new global security operations center (GSOC) as team lead and technical SME.• Managed support intake requests for the GSD, ensuring a seamless transition by creating an optimized intake runbook. Show less

Senior Technical Lead

• Jan 2020 - Jan 2021

• Designed and maintained a CRM system for Global Security & Resilience (GSR), resulting in a 50% reduction in SLA breaches through improved dashboards, report structure, and form fields.• Conducted training sessions for regional security managers, ensuring compliance with security systems and company policies/standards, reducing policy violations by internal and external stakeholders, and enhancing efficiency.• Developed operating policies and runbooks for new building openings, M&A, and migrations within Global Security & Resilience (GSR).• Managed global security system maintenance, 3rd party system integration, and supported security-related matters, including investigations, incident response, and emergency management when necessary. Show less

Senior Associate

• Jan 2019 - Jan 2020

• Successfully resolved 150+ Tier 4 security tickets per week, demonstrating consistent organizational and supportive problem-solving skills by clearing the support request backlog each week.• Developed Standard Operating Procedures (SOPs) that reduced ticket escalations by approximately 50% Quarter-Over-Quarter using proper process scaling techniques.• Collaborated closely with customer success, operations, engineering, and product teams to improve customer experience and prevent system downtime. Show less