Responsible for oversight of all aspects of the company's IT operations. Lead the development and implementation of the technology vision, and strategy. Managing relationships with managed services providers, vendors, and other technology partners. Ensures the efficient and effective delivery of IT services across the organization.

Responsible for Business relationship management, IT Service Desk, desktop & network support, identity access management, and IT Service Management.

Responsible for Help Desk operations, ITIL and ITSM process and framework, as well as distributed systems support across 17 properties. Product Owner for ServiceNow and xMatters.

Manage a team of 16 associates, managers, and site leads across 9 locations on the west coast supporting both Windows and Mac environments. Providing desktop hardware, software, mobility, telephony, and network solutions/support. In addition to west coast call center and back-offices, responsible for support of the remote employee population of over 3,800 associates across the U.S. • Responsible for planning budget and procurement oversight of 1M annual budget for hardware and software purchases. • Manage staff scheduling, performance management, and project engagement across all sites.• Partnered with senior leadership to identify challenges and required applications and access for developers and creative staff.• Manage flagship initiatives across the U.S. and off-shore locations. Migrations, such as: Windows XP to Windows 7, front-end GUI roll-outs, and collaborative tools completed in 2015.• Utilize Scrum and Agile methodology to execute key projects.• Serve as key company contact for administration of Hewlett Packard Self Maintainer program.• Managed onboarding and deployment for acquisitions in the San Francisco digital market.• Mentor multiple members of the technology organization. • Drove cycle time reductions of 50% for the delivery of technology to new-hires. • Managed hardware and software refreshes within budget and migration timelines.• Delivered on multiple integrations of technology acquisitions in a fast-paced, demanding digital environment. • Consistently deliver industry leading results for employee engagement, service levels, and support.

Managed local I/T support in 750-seat Jacksonville, Florida, call center. Responsible for all desktop, telephony, and local network support. Served as technology management point of contact for all business groups and senior leaders. Responsible for multiple distributed support locations at call centers, and remote support for HSBC professional staff across the country. • Created reporting and helped establish metrics for all distributed support responsibilities.• Administrator for department SharePoint site for data repository/documentation.• Recognized with President’s Award for cost-saving measures resulting in an annual savings of more than $100K.

Managed a group of 16 inbound customer service specialists. Responsible for coaching, KPI results, quality monitoring, and departmental leadership. • Lead the department in KPI measurements multiple times during my tenure on the team.• In the top three in a department of 14 managers for quality, call handling, and customer engagement scores for 22 of 26 months.• Participated in multiple philanthropic events.

Created reporting and databases for federally regulated and compliance activities. Managed customer service and collections call center agents. • Produced key performance indicator (KPI) reporting for back-end finance departments.• Created new and maintained existing Microsoft Access databases for compliance and customer contact tracking.• Drove department-leading performance of both collections and inbound customer service call center agents.• Recognized as a departmental leader for team performance seven times over three years for top quality and customer service engagement scores.

Managed a group of 15 inbound call center agents and 20+ outbound agents. Customer services, and sales calls performed.• Created departmental reporting and databases for federally regulated and compliance activities. • Performed all facets of performance management, coaching, and staff development.• Crated and administered Unison predictive dialer campaigns for all outbound teams.• Achieved department-leading results in both quality and sales.