IT production support and implementation project manager with extensive experience leading global cross‑functional teams, coordinating daily support operations, and ensuring system stability across complex enterprise environments. Skilled in triage, root cause analysis, deployment readiness, and user enablement, with a track record of improving system accuracy and reducing recurring issues through clear communication, structured processes, and consistent follow through. Recognized for bringing clarity to ambiguity, strengthening alignment between business and technology teams, and delivering reliable outcomes that support operational continuity.
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Implementation & Transformation Leadership: Implementation Planning • Operational Planning & Coordination • Deployment Readiness • End‑User Enablement
Project Management: Project Management • Global Cross‑Functional Team Leadership • Stakeholder Alignment • Risk Identification & Mitigation • Proactive Gap & Impact Analysis
Enablement & Knowledge Development: Documentation & SME Development • Requirements Gathering & Documentation • Workflow & Process Management • Triage & Prioritization • Testing & Validation
Operations & Process Excellence: Continuous Process Improvement • Root Cause Analysis • Implementation Planning Support • Operational Readiness
Methodologies & Tools: Agile (Scrum & Kanban) • JIRA • ServiceNow • Confluence • SharePoint • Microsoft 365
Project Manager & Technology Lead
Infosys (Contractor for Vanguard) | October 2020 – Present
Lead daily Kanban stand-ups for a cross-functional production support team across US and India locations. Manage workflow, triage issues, set priorities based on business impact, and report progress and risks to leadership.
Drive ticket intake and analysis by reviewing every request, identifying root cause, and determining whether the issue is a defect, configuration gap, process breakdown, or user misunderstanding.
Coordinate with technical teams to assign work, remove blockers, and ensure timely resolution of production issues, including job failures and abends.
Ensured timely resolution of production issues and adherence to internal SLAs through structured triage, prioritization, and clear escalation paths.
Facilitate weekly working sessions and testing reviews to improve knowledge sharing, surface risks, and align teams.
Validate all production fixes before deployment and maintain a zero-defect testing record by ensuring no new issues reach end users.
Provide targeted guidance to business users when ticket patterns indicate a knowledge gap, improving accuracy and reducing repeat issues.
Build and maintain process documentation and knowledge base resources in ServiceNow so teams can access accurate procedures and training materials on demand.
Improved support scalability by standardizing procedures, strengthening SME coverage, and reducing repeat issues through targeted user guidance.
Support major incident response by ensuring the right technical owners join calls, tracking impact, and coordinating next steps.
Track and report production support metrics, trends, and recurring issues to leadership, providing visibility into workload, risks, and improvement opportunities.
Used operational metrics and trend analysis to identify performance gaps and drive accountability and continuous improvement across the support team.
Coordinate with upstream and downstream teams to ensure alignment on dependencies, impacts, and timing for production fixes and enhancements.
Multiple progressive roles supporting technology delivery, system quality, and operational efficiency
Supported two major workstreams within a multi-year enterprise modernization initiative by coordinating activities, aligning stakeholders, and ensuring smooth execution across business and technology teams.
Led a second workstream as the sole business representative, driving requirements, design decisions, and end-to-end build-out for new functionality.
Managed deployment activities from requirements definition through testing and post-deployment validation.
Facilitated requirements sessions with end users and translated findings into clear, actionable documentation.
Developed training materials and built a network of SMEs across business lines to strengthen adoption and reduce support escalations.
Created and maintained procedures, rollout strategies, and deployment documentation to ensure consistent implementation across business units.
Designed and executed deployment readiness strategies, including test plans and impact analyses, to ensure system reliability.
Maintained rigorous testing standards, ensuring no defects reached production across multiple releases.
Identified ways to automate workflows, reduce errors, and improve speed and reliability of deployments.
Note: Role transitioned to Infosys via division sale in 2020.
Progressed through multiple client-facing roles spanning customer success, operations, and project support, building a strong foundation in enterprise service delivery and customer-focused outcomes.
Managed daily operations for retirement plan clients, ensuring accuracy, compliance, and quality service delivery.
Delivered direct support to plan participants in a high-volume environment, resolving complex inquiries and driving customer satisfaction through clear communication and timely resolution.
Advanced to a technical lead role, supporting team enablement through coaching, knowledge sharing, and process improvement initiatives.
Led a team of 60 volunteers, coordinating rapid disaster response across Chester County, PA and nearby areas.
Directed emergency response operations, ensuring timely coordination, resource allocation, and support for impacted communities in high-pressure situations.
Built and maintained partnerships with county, state, and federal agencies to strengthen operational readiness and enable coordinated disaster response.
Served as Shelter Manager during disaster events, overseeing all aspects of shelter operations including setup, staffing, and resource management.
Planned and executed disaster preparedness exercises in collaboration with agencies such as PEMA and FEMA to improve response capabilities.
Recognized with the Clara Barton Outstanding Humanitarian Award and the Chester County Heroes Award for leadership and community impact.
· Minor: Business, English