Fidelity InvestmentsDirector Web Services
Jan. 2010 - Jan. 2013Dallas-Fort Worth MetroplexDirected all strategic planning for the Service Delivery Team, including providing Level 1 and Level 2 support for Web Services, Application Services, Change, Problem, and Content Management. Collaborated with various vendor teams to escalate points to senior leadership when necessary. Identified and resolved complex issues through effective decision-making.
• Managed all strategic planning for the Service Delivery Team, delivering Level 1, 2, and 3 support for Web Services, Application Services, and Change, Problem, and Content Management across 10K Development, Test, Production, Cloud, and Disaster Recovery Environments.
• Collaborated directly with numerous vendor teams to escalate issues to senior leadership.