I built and led a team of technology operations engineers and managers responsible for onboarding and offboarding, application support, identity management, infrastructure, and networking for over 3,000 production cast, crew, and studio employees across more than 40 different studio and production applications and infrastructure, supporting over 50 productions at any given time. I established global technology support and operations teams across three regions (AMER, EMEA, APAC) to implement a follow-the-sun model and an on-call strategy for 24x7 support. I introduced key process efficiencies, tooling, and metrics to ensure the continuous availability of studio and production apps and services, and seamless deployments. I established processes and tools for incident and problem management best practices and SLAs for quick response and resolution times. I implemented automation of manual processes, tasks, and fixes for faster, error-free resolution and established observability tools for monitoring, alerting, and proactive response and resolution. I managed both first-party and third-party applications hosted in AWS infrastructure, including scaling, patching, and ongoing maintenance. I oversaw IT services for the studio, including cloud and on-premise networking, Active Directory, workstation imaging and deployment, device management via MDM, and email/desktop support. I collaborated with Content Security teams to investigate security incidents, including content leaks and compromised or lost devices. I managed performance, coaching, and established goals and direction for both the team as a whole and individual contributors and managers. I created a vision and plan for the overall growth and expansion of the team in each region and globally to ensure full coverage for productions worldwide. Additionally, I managed resource planning and budget for multiple tools and services, including headcount, infrastructure, and application costs.

I led a team of technical operations specialists responsible for monitoring and managing the digital video feeds and infrastructure for Disney/ABC’s customer-facing products. I ensured an excellent end-to-end viewing experience and improved service performance, scalability, and reliability. I introduced key process efficiencies, tooling, and metrics to maintain the availability of digital media services and ensure seamless releases. I brought expertise in various monitoring tools and best practices, focusing on proactive incident discovery. I established processes for incident and problem management and managed the outage process, ensuring all parties were coordinated and providing root cause analysis after resolution. I managed high-profile live events, ensuring environments, applications, and vendors were scaled properly to handle higher loads and provided hypercare during events for a seamless user experience. I managed communications for both outages and live events to keep all parties informed. I supported the entire workflow of bringing broadcast content to digital platforms, from automation systems and traffic control to encoding systems, content management systems, CDN, and digital media delivery technologies. I established clear goals for the team and individual members, collaborated closely with various internal teams, provided 24x7 on-call support, and managed a team of customer service representatives handling customer inquiries. I ensured that the “Disney Voice” was properly maintained in all customer interactions.

I led multiple teams of systems engineers responsible for managing, deploying, monitoring, and troubleshooting various production applications. I created, managed, and organized processes and SLAs for handling technical issues reported by clients. I worked closely with power users of applications to identify and prioritize problems, ensuring that issues found by users were reported accurately, prioritized, and assigned to the correct group for inclusion in user stories. I scheduled and tracked monthly releases to ensure timely problem resolution and collaborated closely with project, development, infrastructure, and security teams. I managed multiple vendor contracts for the use of third-party applications and support teams. I reported operational achievements, metrics, and progress to the Executive Director of Operations weekly, including statistical analysis, high-priority problems and enhancements, security issues, risks, and improvement of action plans. I improved productivity by identifying deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement. I facilitated customer resolution for escalated calls and engaged the necessary technical support. Additionally, I maintained a mindset of continuous improvement, focusing on the efficiency of support processes, client satisfaction, and the application of tools for monitoring, management, and optimization.

I managed a team of support and IT engineers through performance coaching, career planning, and job improvement. I created, managed, and organized processes and SLAs for handling technical issues reported by customers. I provided 24x7 on-call support as part of a team. I also managed the priority 0 process, ensuring all parties were joined together when needed and provided root cause analysis once the issue was resolved. I ensured that bugs found by users were escalated with accurate information, then prioritized and assigned to the correct group to be added to user stories. I facilitated customer resolution for escalated calls and engaged the necessary technical support. I was responsible for onboarding all new hires and deploying hardware (computers, telephones) and software accounts (LDAP, email, etc.). I handled all day-to-day administration and maintenance of various internal tools and account access for employees. Additionally, I managed the labeling and tracking of all company assets, including hardware such as computers, devices, and TVs, as well as software and licenses.

I managed a team of level 2 support engineers through performance coaching, career planning, and job improvement. I resolved employee issues and acted as an advocate when dealing with HR and departmental processes. I improved productivity by identifying deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement. I facilitated customer resolution for escalated calls and engaged the necessary technical support. Additionally, I reported operational achievements and progress to the Director of Technical Support regularly, including statistical analysis and the improvement of action plans.

I supported a wide range of customer networks, assisting with LAN, DNS, and DHCP issues. I addressed common voice issues with analog lines, PRIs, and VoIP trunks, including echo, jitter, and DTMF. I had knowledge of VoIP hardware such as Aastra, Cisco, and Polycom IP phones, as well as Sangoma and Digium TDM cards. I ran custom scripts to automate tasks like IP phone administration, packet captures, and Asterisk console commands for troubleshooting. I designed, implemented, and supported Asterisk installations for small to medium-sized business clients, and I was knowledgeable about signaling protocols such as SIP, IAX2, g729, and g711. Additionally, I provided Linux and Asterisk system administration via SSH command line.

I served as the single point of contact for customers needing to isolate and resolve network connectivity issues across T1, DS3, ATM, Frame Relay, MPLS, and DSL circuits. I troubleshot Layer 3 issues by logging into Cisco routers to test connectivity and collaborated with Layer 2 and Telco teams to further isolate and resolve network problems. Additionally, I used Telnet to make necessary changes to NAT, DHCP, access lists, and other router settings, and facilitated DNS changes including SOA, MX, CNAME, and A records for customers.

I served as the primary contact for customers experiencing network connectivity issues across various circuits, including T1, DS3, ATM, Frame Relay, MPLS, and DSL. I specialized in supporting Layer 3 issues by logging into Cisco routers to test connectivity. Additionally, I collaborated with Layer 2 and Telco teams to further isolate and resolve network problems. My responsibilities also included using Telnet to make necessary changes to NAT, DHCP, access lists, and other router settings, as well as facilitating DNS changes such as SOA, MX, CNAME, and A records for customers.