Oversee all aspects of infrastructure for Joyent Enterprise and Samsung Private Cloud, managing 33 employees across eight departments. • Lead strategic initiatives and drive operational excellence, establishing and implementing comprehensive organizational goals and objectives.• Advocate for a customer-centric approach, consistently enhancing service delivery and support to elevate customer satisfaction and loyalty.• Serve as a trusted strategic advisor to the executive leadership team, providing expertise on infrastructure strategy, operations, and performance optimization.• Spearhead the development of comprehensive capacity reports, offering in-depth insights into current capacity, utilization run rate, and future requirements.• Establish and implement a comprehensive performance measurement system, including KPIs, SLOs, and environment SLAs, to drive continuous improvement and ensure alignment with business objectives.• Manage an annual operating budget of $7M+, decreasing spend by 11% year over year, by removing unnecessary software and systems.

Managed the team supporting 160+ financial institutions’ online banking AWS environments and network connectivity.• Led the redesign and deployment of AWS Transit Gateway and SDWAN connectivity, collaborated with business partners to enhance customer deployment processes, financial institution disaster recovery tests, and product pricing and revenue strategies.• Oversaw IT budgets, purchasing, hardware and software acquisition, inventory, and licensing, while also maintaining hardware and data circuit vendor relationships, contracts, and pricing. • Developed processes to manage SRE network fixed assets, purchasing, and inventory control, and defined and deployed a team change management process to improve transparency and structure. • Achieved significant cost savings by analyzing firewall instances and resizing the underlying infrastructure, saving $120K+ annually.

Supervised the IT team supporting over 3000 restaurant, corporate and datacenter environments.• Empowered a team of 11 IT professionals to reduce support tickets by 20% and deliver all projects on time and within budget.• Resolved 99% of critical Ziosk device and platform issues within 24 hours, demonstrating exceptional troubleshooting expertise.• Forged strategic partnerships with engineering teams, enhancing collaboration by 15% and achieving company and departmental objectives.

Oversee 5 operational teams (Network Operations, Network Operations Center, Security Operations Center, Monitoring and Automation) encompassing route/switch, wide area networking, firewall/security devices, WAN acceleration, telephony and video. • Streamlined IT operations by reducing aged tickets by 78% and erroneous system alerts by 50%, implemented a change control process to improve change quality and reduce risk, and established KPIs to measure environment and team performance.• Collaborated with Delivery teams to establish clear requirements and standards for project handover to Operations, ensuring smooth transitions and effective knowledge transfer.• Played a pivotal role in the acquisition and implementation of ServiceNow ITSM, serving as a trusted advisor and authoring various policies, procedures, and processes.

Led 3 IT operational teams managing vCloud Air Operations including Network Engineering, Operational Support and Business Intelligence/Reporting. • Developed and implemented metrics to drive team performance, established reporting systems for resource allocation, and negotiated standard pricing contracts with tier 1 Internet providers for global cloud environments. • Spearheaded the integration of monitoring and ticketing systems, reducing alerts by 80%, and achieved 100% internal compliance standards within the vCloud Air team.