- Leading a global team of over 50 service desk agents, support engineers, and regional managers, ensuring the delivery of a seamless, 24/7 technology support experience for Atlassians worldwide.- Contributed to shaping the future of Atlassian's work environment by prioritizing flexible workspace choices and ensuring a consistent experience, regardless of location.- Led the transition of our support structure from a fully office-based model to a hybrid based one, ensuring the continued achievement of CSAT, KPIs, and SLAs, ensuring a positive employee experience.- Maintain high support standards and technological excellence during Atlassian's rapid rate of growth.- Collaborating seamlessly across all teams at Atlassian to ensure their technology needs are met at the operational level.- Work closely with Corporate Resilience and R&A to ensure business continuity during the pandemic, making critical decisions regarding office reopenings and closures.- Spearheading technology integrations for Atlassian's strategic acquisitions.- Establishing and nurturing global vendor relationships while navigating unique cultural and logistical challenges.- Played a pivotal role as a key decision-maker during a critical reallocation of company resources.

- Guiding a team of 12 across the US and EU to provide an amazing desk side support experience to Atlassian employees. - Supporting each team member through their project work and development.- Continuously evaluating the our support environment and make changes when necessary to ensure Atlassian employees remain as productive as possible. - Collaborating with Atlassian technology teams across multiple time zones to ensure consistency across all of our teams.

- Lead/Built/Supported a growing Service Desk team that provides an exemplary support experience to our customers.- ​Lead the transition of the entire support team (Service Desk and Desktop Support Analysts) to providing a welcoming “Genius Bar like” support experience for our customers, which lead to a 100% increase in customer satisfaction.- ​Partnered with global IT teams and our Design Team in the development of a walk up Service Bar.​- Providing Zoom administration, support, and training including building, deploying, and supporting over 50 Zoom Rooms globally.​- Office 365 administration and support.- Built relationships with multiple external vendors and suppliers.

- Setup, deployed, and administered Jamf for all offices in America.- Lead and developed the IT Support team while working with the Director of Technology.- Executed an exceptional support experience to over 500 employees at our Service Bar and desk side.- Provided Windows 7/10 support in addition to Mac/iOS support.- Provided "White Glove" support to the C-Suite and VIPs.

- Continuing to effectively role out new initiatives and strategies to team members store wide.

- Leading and inspiring a team of Specialists and Experts to achieve great results without compromising quality.- Working cross-functionally (store and market wide) with teams to develop strategies to improve team and customer experience.- Effectively communicating strategies to team members.- Facilitating multiple trainings to new hires and recently promoted team members.

Lead Genius (4/13 - 9/14)- Overseeing Family Room operations and reporting to senior management.- Analyzing feedback (both internal and external) and developing strategies to improve the overall experience.- Presenting daily team meetings regarding overall team performance and introducing new initiatives to improve performance.- Developing and encouraging team members to pursue their future career goals.Genius (3/12 - 4/13)

- Providing technical assistance to customers with their iPod and iOS devices.- Providing technical assistance to customers with their Mac and Mac OS devices.- Performed hardware and software repairs on Mac and iOS devices- Cultivated an environment where teamwork flourished and as a result success was achieved.Genius In-Store Trainer (10/11 - 3/12)- Facilitated new Genius’ in-store training after their Mac OS and hardware training off-site.