• Leads a global multidisciplinary team of 46, including developers, engineers, and analysts, to deliver high-quality technical solutions aligned with organizational goals.• Directs IT services and hardware maintenance for a $151M infrastructure, improving efficiency by 25% ensuring vendor compliance and operational effectiveness.• Oversees the operational readiness of Virtual Cloud environments across multiple regions, ensuring platform scalability, reliability, and adherence to IT best practices.• ServiceNow Certified System Administrator (CSA) with deep expertise in ITIL methodologies, driving service excellence through efficient process management.• Develops and manages a comprehensive incident management program, including emergency operating procedures.• Oversees Problem mitigations, recovery, and resolution for high-risk incidents, ensuring prompt and efficient response.• Tracks partnership impact, monitors and report on the success and impact of partnerships and efficiency opportunities, using data to drive decisions and improvements. • Applies ITIL and Agile methodologies to optimize IT services, achieving a 35% improvement in customer satisfaction and operational efficiency.• Develops and implement a strategic vision for the ServiceNow Platform, aligning initiatives with business objectives to optimize IT service delivery.• Designs and implements a strategic vision for the ServiceNow Platform, aligning initiatives with business objectives to optimize IT service delivery.• Fosters a culture of innovation, driving continuous improvement and efficiency across global ServiceNow operations.• Leads change management initiatives, ensuring seamless adoption of new technologies, processes, and best practices.

• Chaired the Change Advisory Board (CAB), ensuring compliance across the organization while approving all application and infrastructure changes to maintain seamless operations.• Spearheaded problem management efforts, driving root cause analysis and implementing permanent solutions for high-impact incidents, resulting in improved system stability.• Applied Lean and Six Sigma methodologies to boost service efficiency, achieving a 35% improvement in customer satisfaction and operational quality.• Prioritized service improvement initiatives across the portfolio, optimizing resource allocation to deliver enhanced service quality and customer experience.• Designed and launched an IT Asset Management System, optimizing audit processes, identifying deficiencies, and continuously enhancing CMDB (Configuration Management Database) practices for improved asset visibility.• Led the execution of a balanced delivery roadmap, aligning short-term objectives with long-term business strategies to achieve sustainable growth.• Certified Scrum Master (CSM) with hands-on expertise in agile project delivery, coaching teams to consistently meet or exceed sprint goals.• Adept at scaled Agile frameworks, including SAFe and LeSS, enabling teams to deliver large-scale, complex projects with increased efficiency.• Delivered critical operational IT support for business functions across HR, Finance, Sales, and Supply Chain, ensuring uninterrupted service delivery and process improvement.• Directed cross-functional teams in delivering end-to-end IT services, enhancing customer experience and reliability for payment technology products.• Coordinated teams and external partners to resolve high-severity Tier 1 and 2 issues 24/7/365, improving system reliability by 40%.

• Led cross-functional teams in the development and execution of IT service management (ITSM) policies and frameworks, improving service efficiency by 20%.• Directed business unit and technical resources to deliver IT solutions supporting mission-critical operations, increasing operational efficiency by 15%.• Spearheaded quality assurance strategies, ensuring compliance with DoD policies and standards, resulting in a 25% reduction in service disruptions.• Led process re-engineering efforts to streamline workflow processes, cutting project turnaround times by 30%.• Managed end-to-end lifecycle of capability development projects, from requirements gathering to delivery, ensuring projects were completed on time and within budget.• Implemented IT service automation tools, improving resource utilization and reducing manual workloads by 40%.• Collaborated with stakeholders across multiple departments to integrate new technologies into existing infrastructure, enhancing system interoperability and security.• Developed and monitored key performance indicators (KPIs) to track project progress and service performance, increasing project success rates by 10%.

• Led large-scale, cross-functional teams in high-pressure environments, ensuring mission success through strategic planning, operational excellence, and strong team dynamics.• Directed crisis response efforts during operational deployments, executing quick decision-making and tactical adjustments in dynamic, high-risk environments.• Oversaw and managed classified projects at the Secret level, including feasibility analysis and performance testing for advanced government programs.• Mentored and developed junior officers and enlisted personnel, cultivating leadership skills, promoting career advancement, and strengthening the leadership pipeline.• Spearheaded technology modernization initiatives, introducing cutting-edge solutions to improve battlefield communications and decision-making capabilities.• Managed a $100M operational budget, ensuring 100% availability and readiness of equipment and supplies.• Orchestrated daily operations and planning for over 400 personnel across four separate global regions, utilizing advanced technology to drive research, analysis, and strategic objectives.• Developed and implemented strategic policies and standards, aligning organizational goals with national defense objectives to enhance operational effectiveness.