Responsible for designing and implementing world class technology deployment and on-going support plans for Starbucks “Siren” retail locations worldwide. Siren Roasteries and Reserve stores are the premier Starbucks experience, including small batch special reserve coffee roasting, bakery and unparalleled special reserve coffees.

Global Starbucks Technology Service Desk Managed IT Service Center operations providing world class IT and retail operations support to Starbucks retail stores and non-retail IT support to offices and manufacturing facilities in North America. Managed daily call center operations for a call center of 100+ employees.  Responsible for strategy and global process for vendor sourced Service Desks in EMEA and Asia Pacific regions. Maintained a low overall employee turnover ratio by developing internal talent and enabling partners to move to new challenges within Starbucks. Less than 10% turnover of partners leaving Starbucks from the Service Desk in a high turnover role that can often exceed 38% annually in similar positions in the industry. Responsible for presenting performance metrics and reporting to Senior Executive team. Utilized metrics and KPIs to ensure that customers were consistently surprised and delighted by the service delivered. Managed the Retail Deployment Team tasked with supporting the launch of Micros “Simphony” Point of Sale platform to North America and UK Starbucks Retail Stores. Deployment team consisted of 54 analysts supporting deployment in addition to core Service Center team. Managed the IT Operations Command Center following a challenging time of leadership turnover and team dysfunction. The OCC was responsible for 24x7 monitoring and escalation of IT Infrastructure services. Transformed a low functioning IT Operations Command Center into a productive team through creation of standardized processes and empowering the team through setting clear expectations and accountability. Managed Starbucks Technology Café, an industry-leading approach to in-person technology support. The Technology Café was an innovative approach to end-user Service Desk, allowing users to walk in to a Café environment and receive world class IT support in real time.

Managed the Desktop support and Corporate Helpdesk functions for SAFECO offices through North America.