• Director-level leadership of managers and individual contributors, both FTEs and vendors, acting as a service owner for the M365 suite, virtual infrastructure (WVD/Workspaces), and Telepresence (Cisco, Poly, Logitech) in a 30,000 user, 24/7/365 environment• Proactively drive the closure of all incidents and service requests within pre-defined service level agreements (SLAs) while achieving exceptional user satisfaction (CX, CES, CSAT, NPS)• Prioritize proactive issue management through robust monitoring and focused user feedback; leverage insights to clearly shape the future-oriented end-user roadmap.• Champion user centric EUC adoption through requirements gathering, strategic delivery planning, and meticulous execution of Workplace Technology initiatives.• Drive cross-functional collaboration to limit impact and expedite resolution of high-impact technology disruptions.• Leverage expertise to identify roadblocks, ensure technical solution viability, and orchestrate seamless deployments through matrixed multidisciplinary collaboration.

Led the Global Directory, Unified Communications & Collaboration, M365 & Exchange, End User Services, and Service Desk teams in NA, EMEA, and APAC regions.• Direct end-to-end IT M&A activities, including mail, files, stems, applications, domains, and HW/SW• Drive worldwide adoption of ITSM best practices to increase efficiency and reduce IT spend• Implement automation solutions via ServiceNow, Power Automate, and ADM+ to both reduce manual toil and enhance quality and consistency of all service offerings• Responsible for sourcing and procurement across the globe, including the US, UK, India, Poland, Australia, and Japan, among others.• Facilitate continuous evaluation and improvement of all provided services

• Led 40 teammates and managers within the IT Technical Services group. Responsible for directing three distinct teams, consisting of Help Desk, Desktop Engineering, and Asset Management - all under the umbrella of Infrastructure & Operations - supporting teammates in the lower 48 and Puerto Rico.• Architected and engineered COVID-19/Remote Work response for IT support services in a Fortune 500 company with one week's notice, allowing 99% of the 5,000-user workforce to work remotely with minimal disruption: inclusive of the Return-to-Work initiative two years later• Directed all aspects of service delivery, focusing on quality and relationship management with outsourced managed service providers (MSP) and vendors/contractors• Discovery and mitigation of existing and emerging cybersecurity vulnerabilities via tools such as 365 Defender suite• Responsible for Evergreen IT activities, including iterative updates to hardware, software, systems, and other assets• Conducted ROI and feasibility research to ensure best-in-class solutions are providing anticipated results and performance• Implemented and met aggressive SLAs, including CSAT and NPS, while continuously improving year-over-year results• Developed KPIs and training programs, enabling the team to learn, grow, and consistently outperform peers• Managed M&A activities for multiple acquisitions, consisting of $7.5 B, 1.5 B, 1.0 B, and 600M, respectively• Accountable for audit activities as they relate to compliance with SOC/SOC2 audits and controls• Created technology donation program, ensuring technology is made available to children and families at no cost• Leveraged Automation to eliminate redundant tasks: 12,000+ tasks in 2020, and 4,000+ so far in 2021• Steward of Change Control: All changes impacting the technology environment are managed and reviewed by my team, with a determination made on the go/no-go status of each request

Led day-to-day activities of and provided mentorship to 23 nationwide desk side support team members. Delivered top-notch support to 12,000 end users in a major global biotechnology corporation, by providing break/fix for software and hardware installations/configurations; asset tracking; documentation; and all related support, including smart hands. Acted as primary liaison between key stakeholders from CenturyLink and Thermo Fisher Scientific. Served as project manager on multiple initiatives. Defined areas in need of improvement and developed and executed plans for expedient remediation. Provided subject matter expertise and, as needed, hands-on triage for support issues.• Exceeded all measured SLA requirements, with request and incident closure target rates improving from 90% to over 92% year-over-year for FY 2013 – FY 2014, resulting in an overall SLA success rate of 100%• Increased team member training 26% year-over-year for FY 2013 to FY 2014, increasing employee competency and overall job satisfaction ratings• Ensured service tickets were routed and resolved properly - identifying and remedying deficiencies as needed• Developed High Priority incident escalation process by clearly defining and illustrating proper procedures, eliminating service delivery bottlenecks and adhering to ITIL standards• Implemented paid time off (PTO) approval and scheduling workflow via SharePoint, drastically reducing scheduling problems/conflicts and leading to a significant increase in timeliness and efficiency• Created site-specific documentation for all client sites managed by CenturyLink enabling new hires or temporary workers to hit the ground running, maintaining customer satisfaction and limiting downtime• Implemented monthly site meetings and quarterly all-staff meetings with team members at all managed sites, directly resulting in strengthened relationships and camaraderie

Acted in a team lead capacity to ensure top-tier support was provided for the University community of 10,000 staff. Provided leadership and mentorship to new hires and junior-level employees by coaching and providing technical and professional guidance. Routinely participated in the recruiting process. Supplied project management services.• Supplied consultation, project management, and technical expertise to departments within the University, allowing Consulting Services to increase revenue, leading to organic growth• Engineered and implemented the FISMA compliance initiative, enabling the university to win highly-competitive government research grants• Developed and executed major projects such as Desktop Standardization and the Enterprise Print Initiative, directly resulting in significant cost savings due to a reduced need for support and consolidation of resources• Created and maintained university Active Directory objects: Group Policy (GPO), Organizational Units, Security Groups, DNS, DHCP – increasing security and efficiency in the university’s IT infrastructure and lowering total cost of ownership (TCO) throughout the campus• Fashioned knowledge base and instructional articles on subjects such as Group Policy, Centrify, and AppLocker, maximizing efficiency and reducing or eliminating errors • Advised, guided, and assisted 20+ contract consultants with decision making in areas including: systems development, project implementation, and operational planning

Collaborated with internal IT and business units to maintain a competitive and productive environment. Remained under budget and on schedule with major OS migrations, infrastructure upgrades, and the adoption of new technologies.• Lead Windows XP to 7 migration project, including gold image maintenance and creation of the deployment mechanism, for 1,200 users in the U.S. and Europe, increasing output mitigating risk• Created and implemented desktop standards via Group Policy and Desktop Authority, increasing security and productivity• Provided exclusive support for executive-level end-users, allowing for a familiar face and single point of contact that was dedicated to their success

Began as an intern, was hired full-time as a level one technician, and promoted to a level two technician. Primary point of contact and support for all inbound help desk calls, totaling up to 40 calls per day. • Supported Windows servers, workstations, and mobile devices for approximately 200 healthcare-related clients, including doctor’s offices and hospitals, allowing for critical services to remain intact• Managed all backups of vital medical data and patient info, ensuring consistency, integrity, and availability