Supporting General Services Administration (GSA) Customer Support Services- Virtual Service Desk supporting 18K users- Advanced Technical Support team Tier 1-3- Application Support for GSA Government applications - Established DIGIT contract IT Service Desk Support- Responsible for process efficiencies, RPA/AI and streamlining workflows- Point manager for McCall staff on NCI DIGIT contract

Manage IT Service Desk Tier 1, Mid-Tier and Business Applications support● Supported GSA government agency of 18,000+ employees for IT Service Desk and Application issues● Managed four teams (55 employees) to year-best metrics (ASA, ATT, FCR, FLR, CSAT) with increased workload and responsibilities ● Set up and ran PTT – 2020 Presidential Transition Team staff of 18 for Tier1 Service Desk for ~1000 incoming new administration officials. (Configuration Center, Call Center, daily/weekly metrics, Knowledge Base articles, Process Flows) ● Performance development of managers: initiated more autonomy and delegation with regular direct feedback creating higher engagement scores● Initiated and led processes to streamline high volume contact times with surge staffing utilizing other adjacent teams for Service Desk support.

Sr. Manager IT Infrastructure OperationsOctober 2015 - presentManage team of 19 for IT infrastructure 24/7 support team. Responsible for achieving 99.96% network uptime on top applications. Run incident management for top application outages - coordinating fix and communication efforts. Maintain 1500 applications working with Development, Environment, OS, DB. Managfe mainframe team responsible for maintaining mainframe systems operations.

Sales Engineer III Large Enterprise (2013 – present)Starbucks Special Project Team• Selected to Starbucks Special Project Team to help implement and convert 8000+ Starbucks store onto Level3 Network. This was the largest customer project with a high degree of visibility from all levels of management• Responsible for highly successful Migrations of 7000+ stores (93% success rate) working with PMO, Design, Order Entry, and Service Delivery – ensured proper and clean data for stores was submitted to OE• Responsible for Migration Modification Stores – upgrading from Cisco to Juniper Hardware, changing Cradlepoint providers and converting from Rapid Deployment to Steady State Sales Engineer III Carrier Team Wholesale Markets (2012-2013)Pre and Post Selling Engineer providing solutions: working with Account Directors • Network solution, design evaluation and assessment analysis. Responsible for Sales Team customer solutions design and engineering support; Pre and Post sales problem solving and solution creation in a capacity specifically designed to generate recurring revenue• Strong process knowledge of qualifying and project managing the sales engineering aspect of orders: from qualifying sites, product availability and options to build estimates. • Build and foster trusted relationships with local and national carrier customer accounts. Point of Sale services, including many IP, VPN, Voice, Colo, and Transport servicesManager IP NOC (2007-2012)• Hired many staff and developed the most productive NOC team out of 3 verticals (Voice, Transport and IP)• Manage team of 30 Techs responsible for the maintaining and repairing largest IP network in the world• Led team to historically successful NOC Metric numbers – MTTR, SA with reduced staff and budget• Budget planning and forecasting for team, vendor contracts and personnel : vendor contract assistance (Cisco, Juniper, Brocade, Force10, Alcatel – providing trouble/outage numbers and related stats

Director IT Operations Manage Infrastructure Support Engineers, IT Problem Management, Critical Incident Management and IT ServiceDesk within ITIL Framework. • Led integration efforts with Level3 and Centurylink for IT Operations Infrastructure and Application support teams• Responsible for IT Problem Management integration: Current practices, gaps and go-forward strategies to stabilize IT infrastructure • Delivered executive reports for IT Operations metrics – Incident and Problem Management reports consisting of IT outages, mean time to repair, repeat issues, go-forward improvement strategies • Led Support Desk integration and vender replacement initiative reducing ticket load via automation and efficiencies (duplicate ticket reduction, first call resolution emphasis, updated knowledge base)• Kept teams productive and engaged achieving all key metrics despite 22% reduction in staffing

Sr Mgr (acting director) IT Operations (2015 – 2018)Manage 5 managers and team of 140 people. Application Production Support, Infrastructure Support Engineers, Application Production Owners and Continuity Team• Led integration efforts with Level3 and Centurylink for IT Operations Infrastructure and Application support teams combining work-flows and reducing duplicate processes• Responsible for Problem Management integration: Current practices, gaps and strategic implementation • Improved Operational efficiency standards coordinating with major teams and business partners for insourcing project • Introduced realignment of Infrastructure Operations Tier 1-2 via Centralized support model