Proposed and created a new full-time IT Manager / Application Administrator role at Fastly dedicated to streamlining and right sizing the IT Application stack according to business needs. Primary goal was investigating, managing, and implementing the correct IT needs and application stack with a focus on spending and sustainability.• Met with department shareholders across the Fastly org to determine IT challenges and tailor solutions• Managed vendor/business/contract relationships for IT applications• Managed spend and lifecycle of IT org-owned applications • Managed/Audited IT application licensing• Provided VIP & White-Glove Support at all levels of the company• Application auditing, consolidation and rightsizing achieved a reduction of $750K in IT SaaS spend savings over a one-year period• Focused on reducing/managing/combining IT application expenditures• Worked closely with Procurement team on application onboarding, auditing, and termination• Submitted/managed invoices for IT applications within Procurement tools• Collaborated in Agile sprints with fellow IT Engineering team members on application provisioning, IAM integration, maintenance, and automation• Determined business ownership of all Fastly applications• Created and maintained IT application Knowledge Base articles and IT application catalog

Managed a team of IT Specialists supporting Fastly staff and IT SaaS application stack. Provided expertise in technical support, service, and leadership to drive continuous improvement across all metrics and enhance customer service. Focused on system improvement and streamlining by reviewing current software/hardware to optimize support efforts and address the needs of clients.• Led a team of 6 providing on-site and remote IT and SaaS support for 1100+ users worldwide• Worked with SaaS Simplification Project: App usage audits & data presentation, app/data transition, de/commissioning from SaaS tech stack: $490K+ savings achieved in Q1/Q2 2023• Managed IT Support team including hiring, training, conflict resolution, performance coaching and talent management• Okta, Google Workspace, O365, Zoom, Slack, and many other SaaS apps administration• macOS/Windows, mobile device, network infrastructure, VOIP/telecom, and AV support• IT Purchasing, Vendor Management, and Asset Management• Created/updated user-facing and internal documentation for 25+ IT-owned applications/tools, with a goal of 80 apps updated by EOY 2023• Provided VIP & White-Glove Support at all levels of the company

IT Manager for the WB Games Production Studio and internal IT teams. • Led a team of 3 providing hands-on on-site and remote IT and AV support for 150+ users worldwide• Okta, Google Workspace, O365, Zoom, Slack, Box Administration• User Account Administration (Full Lifecycle)• Imaging, setup, and support for all user hardware• macOS/Windows, mobile device, network infrastructure, VOIP/telecom, and AV support• IT Purchasing, Vendor Management, and Asset Management• Provided VIP & White-Glove Support at all levels of the company

Managed the IT needs for 10 MSP clients. Managed a team of IT professionals supporting 600+ users in 11 offices worldwide. Prepared clients for transition to a Managed Service Provider. • Provided VIP & White-Glove Support at all levels of the company• Led a team of 5 providing hands-on on-site and remote IT and AV support for 600+ users in 11 offices worldwide• Okta, Google Workspace, O365, Zoom, Cisco WebEx & Call Manager Administration• macOS/Windows, mobile device, network infrastructure, VOIP/telecom, and AV support• IT Purchasing, Vendor Management, and Asset Management• Managed IT staff, including hiring, training, conflict resolution, performance coaching and talent management• Created internal training documentation and held training sessions for both IT staff and client base

Managed a team of IT professionals supporting users in offices worldwide. • Led a team of 6 providing hands-on on-site and remote IT and AV support for 500+ users in 6 offices worldwide• Okta, Google Workspace, O365, Zoom, Cisco Call Manager Administration• macOS/Windows, mobile device, network infrastructure, VOIP/telecom, and AV support• IT Purchasing, Vendor Management, and Asset Management• Career progression from Support Specialist to IT Systems Administrator to IT Manager• Benchmarked, analyzed, reported on, and made changes improving the IT support, infrastructure and systems organization-wide, resulting in order-of-magnitude improvements in client satisfaction across the organization

Provided top-tier customer technical support across multiple channels.• Worked with sales, provisioning, and networking teams to provide client and business-level internet service support• Planned major new customer transitions across broadband service providers

Provided sales, order, and technical support across email and phone support channels.