I establish processes, architecture governance, and standards to support the transition of Kyndryl becoming its own independent company and enable the company to maintain agility while implementing controls by taking products used by individual teams and ensuring they meet enterprise-level requirements, reliability, and scalability. I facilitate in-depth conversations about governance and application reliability, making a vital contributor to the company’s strategic initiatives, and successfully influencing change and enhancing the efficiency of the team and broader organization.

I re-engineered and established a once reactive engineering function within the conference room and audio-visual space into a proactive team, implemented efficient processes, and created/deployed a well-defined set of standards for the team to rely on. I championed the importance of having the right software tools to monitor the equipment’s health and performance, enabling automation to respond to issues and manage upgrades effectively, and significantly enhanced the organization’s approach to conference room and audio-visual operations, aligning it with more proactive and efficient engineering practices.-Orchestrated a major hardware refresh project for over 400 conference rooms with a $5M+ budget across the United States. Leveraged engineering mindset and methodologies to inform the budget management and meticulous planning needed to coordinate all aspects of the hardware refresh. Coordinated with internal building and network teams, managed external vendors, ensured proper equipment sourcing, and performed equipment testing to guarantee suitability before making substantial investments.-Successfully separated and re-aligned the operational and engineering teams by changing behaviors and workflows across the organization, encompassing both the team and the clients served.-Led the rollout of a conversion project, transitioning from Cisco hardware to Microsoft Teams hardware, ensuring valuable routines were established for equipment testing, user training, and providing equipment health monitoring.-Influenced significant efficiency and productivity gains by implementing support enhancement tools to reduce direct day-to-day involvement of routine support tasks, resulting in freed up time for the team to focus on engineering projects and buildouts.

Here, I was tasked with the mission to build a cloud operations team from the ground up. I recruited 3 key members with diverse backgrounds and a willingness to learn about cloud infrastructure, invested time in training, consultations, and discussions with engineering peers to understand the complexities of cloud technology, and led the team to take the best practices and operational expertise developed in traditional environments and adapt them to cloud operations, while also addressing some outdated practices that needed improvement. I also ensured alignment with regulatory requirements while adopting more nimble, automated, and efficient processes, and identified opportunities to enhance automation, tool development, and processes to streamline operations and empower application teams to independently resolve issues. Grew team to 17, with 12 direct reports and 5 internationally.-Built a highly effective cloud operations team from the ground up, providing instant access to information needed. Reduced the reliance on traditional operations teams and empowered application teams to take more ownership of the future.-Made a substantial impact on streamlining operations and enhancing the self-sufficiency of other teams by providing access to the necessary data and offering training propel understanding of applications.

I oversaw a team that was part of a new approach to operations at the company - an experiment to introduce cross-functional teams, aiming to break down barriers between different technology domains and siloed teams. Facilitated cross-pollination of expertise knowledge sharing to encourage collaboration and augment the novel approach to handling incidents and providing reactive support. Developed a comprehensive training plan to enhance team members' skills in both their core areas of expertise and adjacent domains to ensure the team members were deep in their specific domains while having a working knowledge of related technologies. Played a pivotal role in reshaping Vanguard's operations approach and fostering cross-functional collaboration within the team. Led a team of 10.-Built first-ever cross-functional and cooperative infrastructure support team to resolve incidents with enhanced efficiency.-Lowered incident volume 15% through enriched teamwork and preventative examining.

Leveraging considerable experience in the telecommunications field, I embraced a new and exciting challenge to oversee a portfolio of work, including managing project statuses, coordinating with the team to ensure project alignment, and providing guidance to new team members. Actively coached and onboarded new team members.-Played a crucial role in defining and streamlining the onboarding process for new team members, ensuring that they had clear procedures to follow to gain access to essential tools and resources.-Introduced automation to streamline tasks related to data cleaning and reconciliation, playing a pivotal role in ensuring that clean and accurate data was transferred to the new system while eliminating outdated and unnecessary accounts.

Maintained domestic and international campus networks supporting 14K+ users in 11 countries. Configured, installed, and supported Cisco, Brocade, and Palo Alto devices.-Provided coaching and mentorship to entry-level networking professionals, which resulted in a greater number of networking certifications on the team, allowing for improved technical acumen and depth.-Migrated 26 campus building networks from Cisco to Brocade equipment over 18-month period, delivering ahead of schedule, which allowed for a significant upgrade in available network bandwidth.

Installed and maintained Avaya PBXs supporting 12K+ users. Administered call routing among 12 enterprise PBXs.-Migrated all 12K+ users from analog to IP telephony endpoints, improving call reliability and quality.-Decommissioned 15+ analog PBX systems, minimizing voice network complexity and potential points of failure.