IAM, Voice, Video, Employee Experience, User Support, Contact Center Technology, Transformation.

Leader of the application development, alignment and strategy for the systems that run the business of Express Scripts.

Responsible for the management, support and deployment of the Express Scripts enterprise applications.

Managing all tier 2 support for IT Infrastructure. Managing Seperate teams to support Network, Server, Desktop, Telephony and Enterprise Applications.Comissioning and building a cross technology IT Solution Center. Tasked with investigating, solving and recommending long term fixes for complex system-wide problems/incidents

Managing the CMDM sub group efforts and assisting in steering the local interest group of the ITSMf

Owner and Chief Consultant at SupportTHOUGHT, Providing Independent ITSM and IT Managment Consulting services.

Focusing on IT Service Management, advised and lead a client through a Global ITSM implementation.

 Responsible for all service for North and South America. Incident Management: Tier 1& 2 with interface to Tier 3 (in-house development). Problem Management: Root Cause Analysis & Global Service Forum, rolling out Knowledge Management. Change Management: Deployed ITIL CM system to over 1000 users with 300+ changes & a 99.9 success rate. Configuration Management: Deployed complete datacenter and asset inventory systems for over 10,000 systems in 6 datacenters. Capacity Planning: Managed capacity of an infrastructure where data rates double every 12 months.

 Lead all aspects of day to day operations for a global market data system, consisting of over 25,000 systems: (UNIX, VMS, NT/2000/2003, SAN, EMC, Cisco, Bay, Firewalls)  Implemented strong Incident & Problem Management policies that reduced the number of severity-one outages by one third. Designed the process to create an accurate CMBD, resulting in its use as the database of record. Lead the rationalization of 5 local control centers to 2 national redundant centers. Lead the design process for a multi-million dollar control center of 10,000Sq Ft & places for 45 controllers.

 Managed the Reuters relationship with 5 Fortune 100 companies in the San Francisco Bay area on accounts worth over $5M a month. Maintained a high degree of technical skill while enhancing soft skills of negotiation & client communication. Provided all local technical engineers support; both technical and client specific.