IT Production Support Project Manager with extensive experience leading global cross‑functional teams, managing high‑severity escalations, and ensuring stability across complex enterprise environments. I specialize in triage, root‑cause analysis, issue intake, prioritization, and coordinated response across technical and business teams. My work centers on strengthening operational reliability by reducing repeat issues, improving support processes, and ensuring that production environments remain stable and well‑communicated. I’m known for a clear, steady communication style that builds trust with stakeholders and helps teams navigate complex issues with confidence.
This is an AI‑generated analysis of my résumé from two distinct viewpoints created using Google NotebookLM. It is a deeper dive at about 16 minutes and offers an in-depth look at my experience and strengths.
Production Support & Issue Management: Triage & Prioritization • Root‑Cause Analysis • Workflow & Process Management • Testing & Validation
Project & Incident Management: Project Management • Global Cross‑Functional Team Leadership • Critical Issue Management • Risk Identification & Mitigation
Implementation & Transformation Leadership: Implementation Planning • Operational Planning & Coordination • Deployment Readiness • Stakeholder Alignment
Operations & Process Excellence: Continuous Process Improvement • Operational Readiness • Proactive Gap & Impact Analysis • Requirements Gathering & Documentation
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 workflows, triage issues, set priorities based on business and financial impact, and report on progress and risks.
Analyze incoming requests to identify root cause and classify issues as defects, configuration gaps, process breakdowns, or user errors.
Coordinate with technical teams to assign work, remove blockers, and ensure timely resolution of production issues, including job failures and abends.
Ensure timely resolution of production issues and adherence to 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.
Improve 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.
Use operational metrics and trend analysis to identify performance gaps and drive accountability and continuous improvement across the support team.
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