• Report to the AVP of Enterprise Architecture to oversee operations within a team that delivers continued operational support for Scripps Health Systems 24/7/365 in an advanced Technical Operations Center (TOC) setting • Serve as the foremost contact for all problem management, operational monitoring and processing matters within the system• Launched and currently manage ITIL-based Service Now Change and Problem Management processes• Develop and refine the team’s technical skills as it relates to the new Technical Operations Center, as well as PC remote and deskside support afterhours, the latter of which directly contributes to a reduction in overtime• Spearheaded a New Data Center Project, which involved founding new Colocation Data Centers and developing a migration plan• Created a system-wide IS Communication Portal used to report scheduled and unscheduled interruptions

Manager Devices and Desktop Services, 2009-2014• Reported to the Director of Network and Devices to lead Engineering Desktop Solutions operations, including supervising a 53-member staff team including 33 full-time and 20 contracted or temporary positions• Efficaciously led a series of intricate Infrastructure Desktop Projects that supported over 16K desktops and laptops within the Scripps network of five major hospitals, three primary administrative buildings and nearly 70 additional clinics • Also managed technical functions for numerous research facilities throughout the San Diego area• Founded and supervised teams for Desktop Engineering and Remote Desktop Support Level 2 • Engaged actively in the ITSM Remedy upgrade to V7.6 and developed an internal IT PC-Store, the latter of which allowed for expedited build and delivery• Automated and developed universal image and automated deployment using HP services, along with software and patch management deployments• Spearheaded a Windows 7 upgrade with much success

Supervisor / Desktop Support, 2008-2009• Effectively managed projects, as well as directed over 25 desktop support staff to service more than 9.5K PCs and laptops throughout the Legacy Health system• Oversaw technical functions across five major hospitals and more than 20 clinics throughout the Vancouver, WA and Portland, OR metro areas• Led PC refresh/moves, break fix, new installations and delivery of metrics and feedback to the Engineering Team for use in developing system and process enhancements • Proved successful in automating the evaluation processes for slow-performing PCs and fix analyses• Partnered with the Remedy contracting firm to upgrade the ITSM Remedy system to version 7; also headed a Windows upgrade of all desktops to the newest software version and all PC/printer upgrades and new installations • Proved to be an integral player during a printer refresh project in conjunction with vendor IKONo Reduced paper-forcing, double-sided printing and removed personal printers from locations where they were deemed unnecessaryo Deployed core large printers across five hospitals; achieved almost $1M in total cost savings as a result

Manager/Project Manager for Desktop Engineering & Telecom, 2002-2007• Directed project efforts and supervised a motivated, goal-focused Engineering Team• Analyzed and implemented solutions to support desktop operating systems including 450 applications for more than 9.5K customers• Prepared budget information for staff, as well as software and hardware for independent infrastructure projects totaling over $1.5M each year• Engineered a remote access consolidation migrating from Citrix to RDP servers using RSA 2 factor authentication• Managed an LDAP Migration project from Novell to Microsoft • Led a company upgrade to Office 2007, as well as the development of a second-level remote desktop support area• Supervised progress at all phases of an IT Team Room online chat support effort, as well as a laptop encryption project• Centralized both IT and corporate communications endeavors• Also engineered a printer mapping utility for use across all desktops

As a lead administrator I began to learn more about leading technical teams with specific technical projects. Two of the most successful projects that I processed at Regence at this time were the upgrade of all desktops from Windows 3.1 to Windows 95 and also establishing a new remote access process using Citrix Winframe. Both of these projects were a huge success and the Remote access system was upgraded several times using Citrix Metaframe which at a later date would be pulled for our current RDP and VPN process.