Responsible for the growth and continued evolution of the Focus Technologies IT Operations Group. Focus Technologies is a subsidiary of Focus Holdings, LLC, a diversified group of companies serving the property and casualty Insurance industry. Operations include MGA and wholesale brokerage operations, program management services, residual market services, systems and technology solutions, business process outsourcing solutions, claims management services, premium finance services, actuarial services, and statutory accounting services.www.focustechnologies.net

Responsible for the operational stability, growth and continued evolution of the Focus Technologies IT Infrastructure group. Focus Technologies is a subsidiary of Focus Holdings, LLC, a diversified group of companies serving the property and casualty industry. Operations include MGA and wholesale brokerage operations, program management services, residual market services, systems and technology solutions, business process outsourcing solutions, claims management services, premium finance services, actuarial services, and statutory accounting services.www.focustechnologies.net

Sr IT Manager - IT Service ManagementIncident Management, Problem Management, Change Management, Configuration Management, Service Request ManagementResponsible for the growth and continued evolution of the First American IT Service Management Program. Senior Management Lead and mentor the team of IT Service Managers in the disciplines of Incident, Change, Configuration, Problem andService Request Management.Established escalation standards, automated engagement and notification processes for Severity 1 and 2 level Incidents.Established the Problem Management process and team dedicated to Major Incident Root Cause analysis.Led team to implement an Enterprise Unified Change Advisory Board and drove Change adoption across IT Infrastructure and Application Development groups.Championed the organizational adoption of Problem, Change and Major Incident Management practices.Extended scope of Change Management to 6 additional Business Units representing > 120 Production Applications.Standardized Change implementation planning and testing.Managed the integration of the Change and Configuration Management processes through establishing the CMDB.Established rigorous CMDB audit practices and drove the distribution of enterprise attribute ownership.Identified KPIs across 5 process areas and implemented Executive Service Management performance Scorecards. Operationalized cyclical Service Management forums to include customer reporting on IT Service Performance. Formalized ongoing generic request evaluation to drive continued Service Catalog development.Establish Incident and Problem Management processes.

Responsible for the ongoing operation and development of a globally dispersed 24x7x365 Incident Management Supportteam and Network Operations Center.Recipient of the ISC/Kennedy Excellence Award for excellence in performance within the CoreLogic and First Americangroup of companies. Recognized as the first of two Corporate IT employees to receive this award and the only recipientto have been nominated by both the Corporate IT and Business segments.Served on the IT Service Management Steering Committee, responsible for Incident Management performancereporting and Problem Management Integration.Continuously leads organizational efforts to identify opportunities to improve efficiency and implementprocess improvements within the Service Operations realm of responsibilities.Major contributor to the implementation and ongoing audit compliance of SAS70 andSarbanes-Oxley requirements.Responsible for driving Service Center growth and formulating the business strategy to ensure that theIncident Management team has the appropriate resources, budget, tools, and metrics necessary to assess performanceand provide the highest level of customer service.Managed the integration of six major business support lines into the existing service operations support structure withminimal increase in operational cost. Consolidation of the supporting infrastructure and services represented the criticalsuccess factor for the merger and a significant cost saving.Consolidated the geographically dispersed and autonomous Service Support and Operations groups into a singleService Operations Center of Excellence, following standardized processes and delivering improved support at afraction of the original operational cost of the dispersed groups.Implemented DR policies and procedures for business critical functions within the IT Service Operations group

Director of Corporate Information Technology Group's Service Center

Network, Desktop Support & AS 400 Adminsitration.