• Lead Technology Operations vision, roadmap, strategy, and requirements for all aspects of IT including Server, Network, Telecom, Desktop Support, Helpdesk, and Systems Administration.• Be the voice of the customer, providing a business perspective on value during day-to-day development of both IT related process and procedures. • Telecommunications / Network management of Cisco, Meraki, Vonage, Lumen, Cogent, and other vendors / devices. • Own and develop ITSM related practices and principles throughout the organization.• Lead Asset Management process include distribution of all IT related equipment.• Lead and provide input for all IT related purchases including assets, licensing, MSP and SOW’s.• Budget responsibility for all Technology Operations including all contract negotiations relative to IT spend.• Direct, lead and manage all Technology Operations resources including hire, termination, salary, and all decisions related to the department.• Be a servant leader for those within my team and represent similar qualities with those I interact.• Link IT services to business with value-added reporting from a customer perspective.• Align PatientPoint policy and IT processes related to IT Service Management.

• Drive ServiceNow vision, roadmap, strategy, and requirements for the enterprise. • Be the voice of the customer, providing a business perspective on value during day-to-day development of both IT related process and procedures. • A visible product expert, sharing best practices both internally and with customers. • Own and develop ITIL framework and practices: Change Management, Request Management, Incident Management, Major Incident Management, Problem Management, and Knowledge Management. • Lead Asset Management process. • Promotion the ITIL framework throughout the IT organization. • Improved (ITSM) IT Service Management through continued process enhancements, tools, functions to deliver customer value. • Manage (through direct and dotted line reporting) the Business Analysts, Developers, QA/QC individuals, Testers, and Vendors associated with the support and continual improvement of the ITSM platform. • Link IT services to business with value-added reporting from a customer perspective. • Align EVERSANA policy and IT processes related to IT Service Management.

• Successfully developed and implemented an ITIL based IT Change Control program while working directly with the CIO of EVERSANA to ensure compatibility throughout all business units. Including the initial design, development and maintenance of the Change module within ServiceNow for all stakeholders within EVERSANA. • Implemented Incident Management communications throughout the organization to provide awareness and facilitate action for all relevant stakeholders. • Continued to lead multi-faceted IT teams at the local level while implementing global policy on various aspects of IT. • Directly responsible for cost savings of over 200k+ while auditing multiple services such as telecom, infrastructure and other IT related costs in 2019. • Managed and successfully led the move of 400+ people spread across two locations including coordination, communication and all IT related services for the Patient Services business unit.• Worked closely with various telecom vendors, facilities and other vendors to assist in supporting organizational goals, projects and improvements.

• Responsible for successfully hiring / growing / leading / managing a 4 person IT team to 13 resources. Competencies / Roles included Network, Telecom, Microsoft CRM admins, Systems Admin (both Linux and Windows) and Desktop Support. • Managed budget of over 3mm and leveraged purchasing power with multi-vendor infrastructure implementations. • Managed / Led the successful move of IT team to an additional location including build-out of additional call center to facilitate over 150+ employees.

• Directly responsible for managing the successful global transition and process improvements for a system that performs $1.4B in transactions per year.• Management of enterprise-level 25+ resource support for client systems including, but not limited to: desktop, laptop, telecommunications, network, print/imaging, mobile devices, video conferencing, applications, websites and related peripheral components and related technologies used by supported customers. • Staff performance evaluation and development activities on a global scale, budget planning and management across one or more cost centers along with personnel wage/salary/merit recommendations. • Responsible for the development, documentation and maintenance of enterprise-level policies and procedures executed by both global and local teams regarding both Incident and Change Management processes. • Change Management and Major incident escalation for client support issues resolvable by level 1-2-3 support teams, Data Center coordination, management/executive communications, global resource allocation and review related to project engagements and initiatives. • Liaison with team managers of all technical expertise (or support teams) to ensure swift resolution of Incidents within SLA targets. • Drive service management best-practice and ITIL process standardization throughout the organization with ServiceNow expertise.• Responsible for insuring Availability at 98.9% on Tier 1 revenue producing products.• Partnered with various stakeholders to drive alignment on support agreements within Service Desk, Deskop Support and Command Center resulting in a reduction in MTTR for Operational Acceptance by 80%.

• Responsible as Program Manager for Obsolescence Refresh of all Windows / Unix / HPC Servers for new GE Aviation IT restructure effort regarding remediation of 1500+ Servers worldwide. Reducing operating expenses to the Aviation business by $3MM over a 2 year period.• Directly manage and lead in all aspects of refresh and decommission. Reporting, work structure, work Assignment, Aviation obs community creation and management, new dataform creation, development of the Aviation server naming convention and tool, management and structure of team and duties.• Work closely with the Aviation executive leadership to identify, correct and remediate all servers within scope of the effort.• Serve as an escalation point for both the team and business regarding all aspects of Refresh and Decomm of Aviation Servers within scope.Previous Roles at LTI: Principle Consultant (CIO Build):Provide additional project management services regarding the CIO Build requests for Physical, ESX Hosts / VM’s, Database, Web and Application Servers within the GE TSG, GIS and/or ISS environment. Senior Technology Project Manager (Capacity and Obsolescence):Provide project management services regarding new requests, capacity and rationalization builds of Citrix, Windows and Unix Server based environments for the GE Technology Services Group.

Instruct various IT courses to students at the undergrad level:Keyboarding IIHelpdesk and User SupportImplement and Troubleshoot Operating SystemsCompTIA Security+Windows Server 2008

Responsible for multiple site multiple vendor Network Engineers and Wire Technicians. Manage day to day operations and project work relevent to all infrastructure decisions for multiple Procter & Gamble campuses (30,000+ customers) including any escalations regarding service and quality. Provide mentoring and training for Network Engineers on ITIL processes and IT Service Management Software. Serve as an escalation point for technical or operational issues within the scope of work of Network Operations. Budget responsibility for multiple sites in regards to equipment and peripherals needed to perform both projects and daily work for all Network Engineers and Wire Technicians.(Note: In June 2000 I was promoted to Network Operations Manager for the Winton Hill Business Center. Since that time I was outsourced to Hewlett-Packard in August 2003 keeping focus on my same responsibilities as the Network Operations Manager.) Previous Role at HP:Network Operations Manager: Responsibilities included day to day operations regarding the entire Winton Hill Business Center campus infrastructure, including both voice and data networks (Cisco) servicing 4000+ customers and managing multiple vendors on high dollar value projects including wireless, infrastructure demolition/remodel, cell phone repeater systems, and required tech refresh programs.

Provide IT Support for multiple (Billion $) Global Business Units regarding all IT related requests, orders, and other services at the Winton Hill Business Center. Manage projects involving local GBU's needs, including budget responsibility along with P&G headcount and vendor management. Multiple project successes, including major multi-million dollar rollout of new laptops and pc's for multiple GBU's.

Performed as a Network/PC Specialist on a primary rollout team to implement a Windows NT based network for a major producer of cable in the computer industry. All aspects of the computer technician skills were used: Hardware, software, network planning and implementation. Provided excellent customer service skills.

Network Administration and Help Desk responsibilities in a Window NT/95 environment. Install software, hardware, and update drivers for peripherals. Setup Windows 95/98 based workstations, troubleshoot hardware (Printers, modems, and etc…) and software such as Microsoft Outlook and Office 97 used in the Windows 95/98 environment. Setup e-mail profiles for Outlook in a Windows NT environment for Microsoft Exchange Server. Administer Windows NT/Exchange Server. Add and remove users, local and global groups and setup up profiles and permissions with in the Windows NT environment. Complete daily backups of the network via ArcServe software.

Help Desk responsibilities in a Window NT/95 environment. Install software, hardware, and update drivers for peripherals. Setup Windows NT workstations, troubleshoot hardware (Printers, modems, and etc…) and software such as Microsoft Outlook and Office 97 used in the Windows NT environment.

Assist in upgrades of computer hardware and software. Ensure Windows 95 O/S is operating properly for customers

Performed investigative/security duties and maintained the Army Criminal Information Reporting System (ACIRS) which is a criminal intelligence database used primarily by the U.S. Army to assist in criminal investigations. Awarded the Joint Service Commendation Medal for outstanding service as an Investigator for U.S. Army Criminal Investigation Division.

Performed as a Team Leader, managing 7 soldiers. Responsible for health and welfare of all soldiers in my team. Performed weapons maintenance and an expert marksman in various weapons types. Awarded various medals, including the Army Commendation Medal for outstanding service.