Conducted org-wide IT assessment resulting in a progressive road map for 2020 to move the company's infrastructure and support into a secure, scalable, and robust posture. Began projects to implement IT service management, de-risking core infrastructure, automating business processes, and modern device and identity management.

Built and matured the company's IT and Security capabilities. Key accomplishments included: * Building resiliency and redundancy for corporate network and key systems * Transitioned IAM from traditional on-prem architecture to a modern cloud-based solution * Led enterprise security activities including BC/DR planning, GRC, and awareness campaigns * Implemented NIST aligned security practices, standards, and guidelines which helped pass SOC 1 and SOC 2 audits

Responsible for the enterprise technology for the company. I managed the Service Desk, Multimedia, and Infrastructure functions. I created, maintained, and improved the technical foundation that enabled the company to succeed and scale in a high growth environment. - Provided technical support across countries and offices for Uptake's employees using enterprise tools for backups, remote support, ticketing, patch management, laptop deployments, and asset management - Built out LAN/WAN, A/V, teleconference, VoIP, and technical support components in new offices and office expansions - Installed, maintained, and supported hyper-converged private cloud that enabled Data Science modeling, IT systems, VDI, and storage - Designed, maintained, and optimized local and wide area networks - including to and within cloud providers - Partnered with Information Security to harden IT infrastructure and systems - Built out a comprehensive multimedia team that offers podcasting, event space support, teleconferencing, webcasting, and audio/video services

Reporting to the Director of Technical Operations, I help manage the workload of the DevOps, Infrastructure, and Service Desk teams while also managing projects end-to-end in a fast and energetic environment. - Successfully managed and closed out key Information Security project that provided stronger security controls, policies, and procedures - Key participant and stakeholder as a project manager in a ISO 27001 implementation project - Active member of the Agile Practices group that seeks to keep the organization nimble, lean and aware of agile best practices - Iteratively implementing Kanban method with DevOps and Infrastructure team to increase throughput and decrease lead time - Acting as a Scrum Master for a scrum team focused on delivering automation tools and applications

As the senior technology manager for Kellogg's Miami satellite campus, I was accountable and responsible for managing the service desk team, technical training, business analysis, infrastructure, and software development projects. - Managed the design, installation, and maintenance of the electrical, networking, A/V, printing, and endpoints components in the $1M+ campus expansion project in 2011 - Transitioned the campus from a POTS business telecommunication system onto an on-prem VoIP PBX system that saved operational costs, added new user features, and provided redundancy - Hired and coached the business school's top rated service desk team, based on yearly customer satisfaction surveys, four out of four years - Delivered a new academic calendar application that increased productivity, reduced errors, and saved costs by partnering with a software development vendor and senior administrator in a business analyst and project manager role

- Implemented a new and comprehensive SaaS student club application that decreased the Student Affairs department’s overhead, increased MBA student participation and decreased IT service desk requests - Led a cross-functional steering committee, comprised of senior administrators and student representatives, to create governance and change management for new student club application - Overhauled the aged printing infrastructure by delivering a greener, faster, and more robust printing service that raised the satisfaction rating from 40% to 80% and saved operational costs for the organization

Oversaw a team of 40+ members to provide the business school's MBA students with great technical support. - Hired, trained, and coached over forty technicians that achieved great customer service, accurate technical support and a 90% customer satisfaction rating - Led and organized a cross-functional team that helped install a new enterprise-wide web ticketing tool that resulted in higher cross-team communication, new and improved work procedures and quicker incident resolution times for customers - Revamped the support center office layout, procedures and processes which freed up time and resources for management

- Helped stand up new Executive MBA program in Coral Gables, FL by providing technical support - Managed and improved the hardware repair service for 1,000 Full-Time MBA students by reducing time and effort with a trusted hardware repair vendor relationship