• Responsible for providing technical leadership and project oversight for company-wide Information Security, Global Client Support (including Global Help Desk, Office Desktop Support, Desktop Engineering, and Offshore Field Support), IT Governance and Controls, IT Asset Management, and management of IT support applications (ServiceNow, MobileIron, Bomgar, AlienVault, ESET, Active Directory, Microsoft SCCM). • Led and managed a cross-functional team of 25 managers and individual contributors.• Achieved IT Operations operational objectives by evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.• Planned, coordinated, and executed corporate financial objectives by forecasting requirements, preparing annual budgets, scheduling expenditures, analyzing variances, and initiating corrective actions.• Centralized historically dysfunctional IT service efforts by streamlining IT processes, implementing change management processes, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Business Process Management, Configuration Management Database (CMDB), Active Directory, and new hire and termination security processes.• Analyzed, negotiated and executed multiple multi-million dollar licensing and service contracts. • Prepared and presented initiative proposals and status updates to executive management and Board of Directors.

• Led, managed, and mentored large, global teams through complex program and project tasks. Project management focus areas include planning, scoping, financial management, staffing, communication, and user acceptance.• Performed extensive work on application management, oral presentations, support methodology, budget estimation and staffing plans. Multiple engagement experience with global delivery model including offshore functional and development support.• Directed a 10-member team and drove SAP ERP application including modules HR, PY, FI, CO, MM, PM, CRM, ESS/MSS, BI/BW, and BPC. Facilitated weekly meetings to review trouble tickets, project plans, goals, and objectives.• Successfully implemented several SAP applications including organization management, customer relationship management, plant movement (financial), Active Directory integration, and business data warehousing.

• Accountable for all client service activities including management of the IT Help Desk, Office Desktop Support, Offshore Field Support, IT Asset Management, and client software services. • Directed work of an 8-member team of technicians and analysts.• Oversaw scheduling, monitoring real-time calls, reviewed daily call logs, ensured SLAs were met, analyzed reports, determined call trends, and acted as first-level management for all escalations.

• Focused on infrastructure simplification, standardization, and consolidation that resulted in enhanced productivity, improved security, streamlined operations and significant cost savings. • Led global team of 20+ desktop support analysts supporting 14,000+ Intel PCs. • Planned, developed, and executed unique “BMC Computer Stores” concept for instantaneous distribution of computers and computer accessories for BMC domestic and international locations. Delivery time reduced from over 4 weeks to less than a day from order time to desk-side delivery.• Direct responsibility for implementing ITIL policies and procedures on a global basis. • Coordinated desktop system integration and software licensing of newly acquired companies. • Established computer and accessory standards for use at BMC. This included supplier selection, global configuration, price negotiation, shipping terms, and forecasting for maximized efficiencies and cost savings.• Developed a single, automated corporate image for all models of computers used by BMC. By use of scripts, employees could receive systems directly from the hardware vendor then setup and configure them to corporate standards without any IT assistance or any extra configuration costs.• Analyzed, negotiated, and executed multi-million dollar Microsoft Enterprise Agreements. Directed all aspects of presenting the option to upper management including feasibility studies and cost analysis.• Transformed an under-producing team that was not meeting their expected service level objectives (less than 600 tickets resolved per month, 53% SLA attainment) to a team that consistently achieved and usually exceeded company goals as employment numbers grew (over 1500 tickets per month, SLA 93% attainment) over a one year period. Our teams were so successful, we began taking on cases from other teams. • Fiscal responsibility for planning and adhering to a $3M annual Desktop Support budget.

Supported existing channel and direct customer base and grew new business through excellent customer service, consideration of client’s challenges pertaining to product solutions, daily technical support, and building relationships through integrity and attention to detail.