Working with a highly talented team to drive outstanding improvements in infrastructure technology, services and support for our end user/customers.

Oversee all global infrastructure operations for the Business Solutions North America (BSNA) and Commercial business units of JCI.- Lead teams supporting Oracle and SAP ERP operations.- Guide operations of JCI's numerous global monitoring and contact centers.- Liaison to the regional CIO's for BSNA and Commercial business units to JCI Global Operations

Lead the infrastructure organization, which includes the Architecture/Engineering, Client/Field Services, and Help Desk teams. The teams are responsible for ongoing development and support of all technical infrastructure, core banking applications, and certain portions of security for 40 branch and administrative locations across the state of Wisconsin.Revitalizing and maturing the infrastructure organization to an enterprise-class operation through hiring, training, empowering and retaining great people; process innovation; selection and integration of crucial tools required to improve service levels and meet the demands of a growing company.Noted Accomplishments:- Maintained business continuity during COVID with the design and rapid deployment of VMware Horizon VDI. Project resulted in a 9.8/10 employee satisfaction rating.- Led the development of a cloud-smart adoption strategy for UW Credit Union. Member of the steering and cloud governance committee.- Integrated Cherwell, an ITIL-based ticketing system, to address incident, asset, and change management operations.- Orchestrated improved processes which reduced overall incident ticket volume and carry over.- Spearheaded the design and implementation of a Cisco/Meraki SD-WAN wide area network, set to reduce costs and establish a platform for future network demands as the transition to cloud progresses.- Championed the transition of on-premises contact center to the cloud with the integration of TalkDesk for contact center employees. - Successfully developed and piloted a transition from Cisco Call Manager to Microsoft Teams for general telephony services. - Transitioned organization from Webex to Microsoft Teams. Enabled an effective Teams Room design which allowed for flawless deployment.- Increased technical admin and end user experience efficiencies by driving several Azure-based solutions such as Endpoint Manager/Intune, Azure ADFS SSO, and Azure hybrid Active Directory.

- Web Applications Development and SupportSharePoint, Sitecore, HTML- Client Systems Engineering SCCM, SCOM, Mobile Device Mgmt, Citrix, IT Security App Ops, Microsoft/Office 365- Unified CommunicationsMS Exchange, Skype for Business, A/V & Conferencing Services- Global Computer ServicesBuild, Deploy, Support- Global Service DeskITIL Based IT Service Desk

Leading the IT Infrastructure teams at Pierce Manufacturing. Promoted to broader role with the parent company of Pierce Mfg., Oshkosh Corporation.

Analyzed commercial real estate company’s strategy and aligned with recommendations to change existing on-premises infrastructure, including applications, storage and communication/collaboration services, before introducing wholesale changes that reduced costs and advanced efficiency.Provided analysis and recommendation to move to Microsoft Office 365 for office productivity as well as meeting/telephony services. Contributed consulting services to help seed consideration to move from on-premises plant management system to ServiceNow.

- Customer ServiceBuilt alliance of senior leaders and international branch managers.Created internal Help Desk. Established 7x24x365 support to corporate global locations.Implemented ITIL based trouble ticketing system Microsoft System Center Service Manager.Integrated customer satisfaction survey (Help Desk Institute) for service benchmarking.- IT Architecture and EngineeringResponsible for all IT infrastructure architecture, including future technology roadmap.Designed and implemented SAP infrastructure and created SAP Basis support team.Executed corporate-wide/international unified communications solution for voice, IM/presence and web conferencing.Centralized global PC build process for remote/unattended system deployment. - SecurityTasked with protecting a high level of corporate intellectual property while maintaining a customer and employee friendly experience.Drove all security related infrastructure improvements. - Staff DevelopmentAstute at recruiting and retaining field-leading resources.Cultivated a positive and enjoyable work climate. Yielded 97% staff retention over past 7 years.Instituted very successful college intern program to augment full time labor costs. - Operations and Disaster PreparednessMaintained 99.99% uptime through design and process improvements.Responsible for data center operations including disaster recovery architecture.- Quality and CompliancySupported ISO 13485/9001 adherence in IT via ISO validated standard operating procedures.Achieved FDA Title 21 CFR Part 11 in IT through infrastructure validation and certification.Developed metrics program to measure reliability, security, IT spend, and customer satisfaction.- Vendor ManagementEstablished local and international vendor relationships for hardware and network services.Negotiated all IT infrastructure purchasing, maintenance and service contracts, including Microsoft Enterprise Agreement.

- Spearheaded TDS/State of Wisconsin BadgerNet negotiations. Drove complete implementation ensuring TDS was prepared to design, deploy and support all portions of the State of Wisconsin data network.- Created TDSNet Internet service infrastructure.- Engineered American Paging National Call Center and TDS/Wisconsin Trade Center/Data Center.- Chairperson of TDS Service Level Agreement Committee.- Maintained a 100% staff retention rate over a five year period.- Built a strong team of Cisco certified Engineers, including multiple CCIE level resources.

Charter member of US Cellular Help Desk. Built processes from ground up and supported over 100+ rapidly growing local customer service locations across the US. - Designed and implemented first trouble ticket system at TDS for US Cellular.- AIX/Unix System Administrator