Strategic leadership and oversight of all IT Service Management disciplines and practices across the UC Berkeley IST organization. Lead establishment, implementation, operation, monitoring, and improvement of all service management practices in the delivery of IT Services to campus customers.

Lead key ITSM initiatives including global CSI program. As ITSM Architect contributed to the "Service Enabling" of TiVo. Implemented and optimized key ITIL processes across the lifecycle within ServiceNow SaaS solution. Launched internal Service Catalog. Developed universal solutions for TiVo's external customers, as well as, internal IT customers.

ITSM leadership focusing on the strategy, implementation, and operation of ITIL based ITSM/ITBM programs. "Service Enabling" IT while combining BMC Remedy based Service Catalog, Service Request Management, Service Level Management, and Financial Management into business focused Service Reviews. Enabled BMC Remedy IT Business Management (ITBM) solution for Service Costing.

Leader of Remedy ITSM Product Management team. Responsible for crafting a shared vision for ITIL V3 based IT Service Management methodologies and products while managing the overall release cycle.

Assigned to Apria Healthcare account (Transitioned from like role as Apria employee). Facilitated ITSM transition during IT outsourcing to Dell Perot Systems. Lead Service Management team during ongoing implementation and optimization of Alarm/Event, Incident, Request, Change, Configuration, Asset, Availability, Capacity, Problem, and Service Level Management. Managed Problem management, SDLC, and Release management implementations. Responsible for all facets of ITIL based IT Service Management processes across Apria's Enterprise utilizing BMC Remedy.

Oversaw all ITSM programs, strategic planning, establishment of roadmaps, and initiation of projects. Generated management approval for strategies and lead projects from demand cycle through post-delivery support, including coordination of internal assets and outside vendors. Reported to CIO, GM, & Vice President for IT Shared Services Organization. Served as Chair of ITSM Board, exercised matrix authority across 10 Director and Manager level IT process owners. Cultivated C-level client relations and negotiated with vendors. Resolved issues and refined strategies in collaboration with internal management and client organizations. Assessed IT processes, systems, and projects in key areas (Project Management, System Development Lifecycle, and Service Management). Served as SOX IT Program Director, Quality Management Director, & Special assignment to Hitachi America Ltd January 2007 through September 2008 as Senior Manager, ITSM.

Established and managed Enterprise Application (ERP, CRM, and E-Commerce) and Oracle Database Technologies practice area. Oversaw P&L and 3 direct reports. Devised product and service strategies. Led architecture and technical project teams. Developed new business, staffed engagements and projects, spurred utilization, and liaised with clients. Cultivated partnerships with technology resource providers.

Developed and oversaw new practice, including P&L, strategic planning, staff recruitment, and program implementation. Managed major projects, costing and pricing, product and services development, and budgeting. Directed resource allocation and contractor relations. Pursued leads, negotiated engagement agreements, and cultivated high level client relations. Prepared quotes and requests for proposals. Performed engagement assessments and client follow-ups. Served as infrastructure and operations strategic lead on CTO’s technology council. Supervised 12 principal and senior staff members. Trained staff members and clients. Represented company at seminars, conferences, and customer events.

Oversaw IT operations, including strategy, architecture, budgeting, and hiring. Established and managed Systems Engineering and Administration, Desktop Services and Helpdesk, Telecommunications, and Oracle Database Administration teams. Cultivated client and vendor relations. Created strategic plans and roadmaps in collaboration with business departments. Led project teams in major initiatives including data center and ERP implementations.