Supervised an IT organization supporting four global sites for a manufacturing entity producing components for electric vehicles and other industries.- Built and deployed a centralized IT organization containing help desk, software development, network engineering, project management and tier 2/3 escalation offerings.- Led a large-scale project to implement a complex Enterprise Resource Planning solution (Syspro ERP), including numerous integrations with out-of-the-box and custom-developed modules.- Consolidated multiple Manufacturing Execution Systems (MES) into a single solution while negating impact to production operations at multiple manufacturing facilities. - Fostered strong partnerships with C-level executives and senior leadership; provided recurring updates on budgets, industry trends, project statuses, key milestones, potential risks, and IT performance metrics. - Defined the company’s IT strategy and implemented aligned technology including two-factor auth, backups, disaster recovery, business continuity planning and redundancy to support business maturation. - Created policies and delivered technology components to secure the company’s intellectual property.

Led an 11-member global security support and application engineering organization focused on delivering secure and timely solutions to support 100k+ worldwide users.- Defined the organization’s security strategy and created a dedicated security-focused team, strengthening the business unit’s security posture and compliance with GDPR, PCI, and other regulatory requirements.- Formed collaborative strategic partnerships to implement business unit and companywide security initiatives and projects, including a full redesign of third-party network connectivity.- Implemented a mobile device management (jamf MDM) environment to manage security settings for >70,000 desktop and mobile devices, including auto-enrollment and zero touch deployments.- Created and continually matured restrictive virtual private network (VPN) profiles and access control lists (ACLs), significantly reducing network security exposure and risks.- Presented at Apple’s 2020 Worldwide Developers Conference (WWDC) to share device management successes, while generating buzz about new operating system capabilities. https://developer.apple.com/videos/play/wwdc2020/10223/

Managed four direct reports and 30+ cross-functional operational support team members focused on maintaining high levels of availability for sales and support tools used by customers and contact center advisors.- Coordinated incident management activities across multiple support and application owner organizations, quickly restoring services and resolving high priority outages.- Onboarded, mentored, and developed direct and indirect reports to ensure proper coverage of the team’s responsibilities under any situation encountered, eliminating human single points of failure.- Created and implemented a 24 x 7 follow-the-sun support model, enabling efficient issue resolution through seamless handover of open issues across geographic regions.- Provided support for key applications and technologies used during high visibility events, such as new product releases, ensuring all critical systems were available to customers and advisors.

Oversaw a 32-member multi-tier engineering and customer care organization responsible for support and maintenance of legacy and IP-based telephony solutions deployed at worldwide client locations.- Combined overlapping support teams and processes into a single support entity following organizational acquisitions, significantly increasing work output, efficiency, and quality of service.- Provided leadership for critical customer escalations, improving environmental stability for each customer engagement, and rebuilding confidence with key client stakeholders.

Ensured Information Technology business unit maintained sufficient computing resources to meet current and future business needs- Created and presented quarterly capacity plans based upon historical system usage and anticipated business growth, minimizing inefficiency and ensuring resource cost-effectiveness- Administered large and internationally diverse performance management platform consisting of 1,000+ devices and data collectors, providing essential utilization metrics for real-time reporting- Standardized resource usage standards and led efforts to introduce additional capacity when established thresholds were exceeded, allowing proactive budgeting for future hardware needs

Led a 24 x 7 second-level support team responsible for sustainability of a complex, multi-national Cisco intelligent call routing platform- Established and monitored Service Level Agreements with partner teams and business units, ensuring +99.95% availability for critical business systems- Created strong partnership with primary application vendor, enhancing subject matter expertise and reducing mean time to resolution by 25%- Contributed to the creation of and implemented recurring updates to an ITIL-based change management process, improving organizational efficiency and environmental stability

Provided support and project deployment responsibilities for more than 40 administrative and educational facility locations