• Directs strategic, client‐focused incident response for IT issues impacting research and operations. Investigates potential security incidents alongside central SOC resources.• Designs and supports innovative IT systems used for advanced biomedical research.• Develops, coordinates, and documents the IT processes and policies for the institute's technology services.• Proactively partners with the University's central IT organization, institute scientists, and operations leadership to advocate and prepare for future service needs. Evangelizes and facilitates existing processes and offerings.• Strategizes, communicates, and coordinates policy initiatives and technical configurations — enhancing the institute's research abilities and cybersecurity defense risk posture.• Architected, deployed, and documented a NIST 800-171 compliant environment and System Security Plan.• Completed the Office of Development and Learning’s Management Acumen Program.The National Emerging Infectious Diseases Laboratories is part of a national network of secure facilities studying infectious diseases that are, or have the potential to become, major public health concerns. The laboratories are dedicated to the development of diagnostics, vaccines, and treatments to combat emerging and re-emerging infectious diseases. The NEIDL uses state-of-the-art technologies to conduct research in safe and secure environments.

• Created and documented new incident, problem, and relationship management processes for the AI software company. Leveraged industry and ITIL best practices to enhance the reliability and value of services, while fostering a customer-focused and service-oriented environment.• Advised on strategies to scale ITSM processes and workflows over time.• Presented to prospective and existing customers during product demos.• Developed the technical user guide for the self-learning data security software.• Designed QA test plans that identified bugs and usability pain points. Developed remediation plans, analyzed each plan’s required resources and expected benefits, and presented recommendations.

• Directed the resolution of severe, complex, urgent technology issues affecting large customer populations. Coordinated triage and repair activities for major incidents, overseeing the firm’s resolution plans and incident personnel.• Liaised between client business groups, technical staff, senior management, vendors, and risk teams. Prioritized efforts by assessing customer impact and business risks.• Communicated clear, actionable updates to a global audience of business and IT management. • Mentored and coached new incident managers in ITIL service delivery practices.• Represented team in the cross-functional Process committee. Collaborated in designing and communicating more efficient ITSM workflows and tools.• Participated in JPMorgan Chase’s two-year Corporate Development Program, completing comprehensive training from corporate executives and SMEs — on global enterprise service delivery practices, project skills, and and cross-team collaboration.

• Spearheaded a facility expansion and reconfiguration project. Coordinated all technical plans and contingencies with contracting architects, engineers, and project managers.• Developed, proposed, and managed a $300k operational budget.• Grew excellent organizational relationships with 20 technology vendors and partners.• Established a “train-the-trainer” curriculum on best practices and reducing risks.• Designed, implemented, and documented a refresh of all desktop, networking, and server infrastructure. Migrated bare metal servers to a private cloud running VMware vSphere/ESXi/vCenter and Windows Server, reducing downtime. Performed system upgrades and patching.• Migrated software, hardware, and workflows to an IP-based, High Definition platform.

• Configured and deployed a solution to centrally manage campus workstations, enhancing application performance and reducing unauthorized user access. Trained IT staff on configuration and management workflows.• Developed a single sign-on desktop solution leveraging Active Directory and Apple's Open Directory.• Supported and trained faculty, staff, and administration on desktop applications.