At Timken, I managed global client services and IT operations, including Office 365 upgrades, mailbox migrations, SCCM upgrades, and global software deployment. I also developed and delivered training content for English, Europe, and China.
I led planning, deployment, process design, and customization for Cherwell, supporting ITIL-compliant service management processes. In another Timken role, I managed a 25-member IT Operations function spanning the service desk, data center operations, and end-user services.
I delivered the ZBW System Refresh Automation project on time and within budget, reducing execution time by 75% and achieving a customer satisfaction rating of 4.66. I also developed an IT Operational KPI dashboard that centralized reporting and eliminated manual KPI reporting effort.
My work has included business readiness for SAP and Business Analytics deployments, IT service desk implementations in China and Romania, and a Lean Six Sigma project that reduced Level 2 escalations for non-password incidents from 16% to 10%. I hold ITIL v2.0 Foundation, Lean Six Sigma E1 Transactional, and MCSE credentials.
