Manager-IBM Led a 25-person team through project completion and problem resolution for client, Agnesian Healthcare; liaison between client and delivery support organizations. Ensured compliance with Service Levels and contract specifications for network, server support, service desk, tape management, and change/problem/asset management. Capitalized on opportunities for service delivery improvement, developing and executing plans. Reduced complexities of contract delivery and eliminated discrepancies by interfacing with key stakeholders, including doctors and IT director, to redefine and understand expectations. Managed replacement of outdated firewall equipment, bridging collaboration among multiple groups over one-month period to ensure minimal client downtime. Improved morale after shift to new service provider, engaging team to structure printer installation and testing process that delivered an estimated $25K savings in annual support costs.