• Manage a diverse team of up to 20 operations professionals in the delivery of a range of technical support, product training, sales engineering, and customer success services for state and federal government clients of a leading cyber-security and compliance consulting company• Established the company’s first revision control, documentation, and project management policies and procedures, including implementation of a centralized platform for customer tickets, RFEs, and bugs for product management, support, and QA using Atlassian Cloud, providing C-suite with more data and metrics regarding technical tickets and insight into yearly and quarterly trends• On track to deliver more than $350k in YoY savings through the development and launch of an enterprise-level continuous improvement strategy, including a comprehensive review of tools and procedures to enhance efficiency, new contracts, elimination of waste, and transitioning from contract to an internal IT function • Oversee all aspects of the company’s contract and relationships with major vendors, including regular business reviews to identify areas of overspending and underutilization, assessment of all initiatives, performance reviews, and moving functions to internal resources when necessary • Led the transition of all on-premises IT critical infrastructure into Azure and AWS, and oversee the planning and execution of projects to expand workloads for public clouds, as well as internal clouds such as VMWare solutions for non-critical workloads

• Served as customer-facing and technical point of contact for three complex client solutions of a global ICT services company, with responsibility for leading multidiscipline and remote engineering teams in the maintenance and troubleshooting of VMware, EMC Isilon, EMC Unity, Oracle, and other technologies on accounts totaling more than $25M in revenue • Oversaw quarterly large-scale continuity of business (COB) testing for clients, including a project involving switching between of production workloads for a Top-3 U.S.-based bank with primary and secondary datacenters in APAC, EMEA, and LATAM• Reduced the process for COB testing from more than 150 steps to 85 steps, reducing the window for implementing changes from ten to six hours, and shifting the bottleneck to a networking/compute base rather than one caused by procedures• Designed and implemented efficient escalation protocols and reporting between internal teams based in Barcelona and U.S.-based teams and served as an administrative nexus for multi-disciplinary teams in the assignment and direction of work, streamlining information sharing and processes.

• Served as technical liaison between sales teams and prospective FinTech and IT clients interested in a private VMware-based cloud suite of products, with responsibility for the analysis and requirement definition phases of software sales, cost forecasting, and technical sales presentations• Supported sales teams in securing three new projects with multimillion-dollar budget by working with technical groups to right-size solutions and coordinating with VMware for improved terms on licensing, including a deal with Wirecard AG for a multi-state virtualization solution valued at more than $50M• Maintained vendor relationships with major suppliers, including VMware, Microsoft, and Dell, with responsibility for negotiating pricing and sustaining and expanding a range of vendor programs

• Led a team of ten onsite and remote systems engineers in the development of a next-generation OSS billing system to support a company merger and expansion• Collaborated with product stakeholders, development, and quality assurance teams on end-to-end project management from design papers to development, testing, and deployment, as well as the rollout of new services and applications based on departmental needs• Advised the company’s Security Council, Problem Management Council and Change Advisory Boards on the conversion from dated proprietary processes to ITIL, and led transition and change management• Traveled to the company’s home office in Japan to oversee major projects, including an aging data center migration project and the transition of an environment from a US office to the home office

• Oversaw day-to-day operations and administration of shared and white labeled web hosting and support services on IRIX, FreeBSD, Red Hat Linux and CentOS server platforms, supporting hundreds of thousands of global partners and their customers• Led the virtualization of more than 3000 physical FreeBSD servers to a VMWare platform as a modernization initiative with minimal downtime• Collaborated on a 3-person team to plan, coordinate, and execute a mailbox upgrade and conversion project, transferring mail server data from mbox to maildir format from millions of mailboxes within a six-month period with zero lost mail • Designed a server recovery process that reduced downtime from 2-3 hours on two maintenance windows to an average of 20 minutes on one maintenance window • Played a key role in the development and implementation of departmental policies and procedures to ensure compliance with ISO 9000 standards and ITIL best practices

• Monitored ongoing network operations and maintenance using a suite of proprietary tools and ticketing systems, and provided first level support and diagnostics testing concerning any network issues or outages• Served as the team shift lead, with responsibility for technician scheduling, training, and performance• Created and maintained internal training documentation, testing scripts, and ISO manuals