Led multiple teams supporting the Global Device Library function for WBD's DTC organization, including device labs, on-premises and cloud device farms, and asset management.

Managed multiple international teams covering CI/CD pipeline support, Data Center expansion and support, and cloud solution rollouts for HBO Max.

Delivered organizational leadership and broad systems innovation for a non-profit organization. • Improved internal processes related to operational support, relationship management, and stakeholder engagement strategies by implementing new policies to enhance effectiveness and communication.• Broadened effectiveness of IT elements by streamlining products and services to better match organizational and customer needs.• Improved IRE team performance and CCMTA IT infrastructure by creating detailed documentation on Vision and Strategy for the IRE team, and identifying service overlaps with other departments to outline a more effective, integrated approach to IT projects.• Oversaw a major internal IT modernization by implementing broad organizational password management, asset management, incident management, and vendor management solutions, as well as key deliverables.• Scaled IT team performance in accordance with improved Service Level Agreements (SLAs) and the IT modernization project by realigning IT teams to better suit the new environment, resulting in 25% additional revenue within the IRE team without the need for additional staff.

Provided support and project management leadership on a contractual basis with Data Center Consolidation and SharePoint projects for a government department.• Outlined and identified avenues for improvement in a large-scale data center consolidation project by producing a Project Plan, including timeline and costs, and by hiring project evaluation consultants, facilitating a reduction of government data centers from more than 700 to less than ten. • Delivered project management leadership in the broad implementation of SharePoint software by developing a Project Plan for the department, including establishment of a training program and hiring of SharePoint trainers.• Managed comprehensive and informative communication of project parameters to senior management within the department by tracking project progress, participating in planning meetings, and reporting results and updates to superiors and the Director.

Delivered departmental leadership and substantial operational improvement for an award-winning marketing and lead generation company.• Increased outbound call volume by 200% and reduced time between calls by 88% by implementing a new phone system for a 120-seat call centre.• Streamlined request management procedures by deploying SharePoint for the entire company.• Achieved 50% reduction in resolution time and a 71% wait time reduction for standard requests by reconfiguring and growing the Data Services team to address operational inefficiencies.• Reduced network downtime by 10% and increased availability of online reporting by 25% by spearheading the rollout of infrastructure upgrades and server virtualization.

Provided broad leadership and operational improvements for a world leader in eye tracking equipment.• Achieved annual shipping and purchasing savings of $250k by consolidating purchasing activities and renegotiating shipping supplier contracts.• Reduced error rates in outgoing quotes, shipments, and invoices by 30% by implementing use of a cloud-based Customer Relationship Management (CRM) tool across the company.• Streamlined time-to-ship schedules from 3 weeks to 3 days, and increased inter-team communication by improving order fulfillment and inventory control processes.• Improved advertising campaign reach to targeted demographics by 10% through a reorientation of the company’s online advertising campaign for a product line for vision researchers.• Spearheaded broad implementation of new human resource information software by introducing the company’s first Human Resource Information System (HRIS) using Google Apps for Business.• Increased employee satisfaction and retention by overseeing an update of the employee benefit plan.

Led a team of 13 QA analysts and improved internal project tracking and performance for an integrated communications company.• Achieved broad annual performance review improvements of up to 30% for the QA team by improving task assignment for quality assurance analysts.• Identified and developed enduring project tracking improvements for the team by developing project tracking processes using SharePoint that were later adopted by the entire IT department.• Reduced project delays by 10% and improved inter-team relationships by implementing cross-team project assignment procedures.

Oversaw quality management system compliance and performance of the Infrastructure Services Business Unit, and provided training of new employees for an IT services provider.• Ensured internal compliance with industry standard quality management system guidelines by auditing 25 Project Management Office projects for ISO 9001:2008 compliance, and by participating in coaching sessions and the ISO 9001 audit by an external firm.• Maintained optimal performance of the Infrastructure Services Business Unit by reviewing and approving all new processes for effectiveness and operational utility.• Improved new employee understanding of the Quality Management System by organizing and leading training sessions for all new hires.

Provided analysis and approval of all incoming projects related to IT performance and Quality Assurance for an IT services provider.• Ensured utility, efficiency, and effectiveness of a broad variety of IT projects by overseeing analysis and approval of all incoming projects.• Identified potential project obstacles and delivered strategic advice to mitigate project risks by attending project design sessions and recommending courses of action.• Maintained seamless day-to-day IT operations by coordinating troubleshooting of complex issues arising from daily activities.• Monitored and evaluated a number of small improvement projects by providing leadership in the project phase and by evaluating projects’ impacts on operational support.

Supported IT systems for over 100 clients and improved IT operations for an IT services provider.• Achieved 50% reduction in server monitoring licensing costs by designing and implementing a custom server monitoring solution for the SiteScope monitoring tool, that was later picked up by the vendor and resold as a new product. • Reduced ticketing system workload for Level 1 operations team by 18% by improving monitoring alert system design.• Delivered dynamic support related to high-availability IT systems for over 100 clients through maintaining accessibility within and outside of business hours.