Responsible for leading end user support teams including Call center, Tier 1, Tier 2 and Tier 3 Engineering (~40 staff members and contractors). The environment my team supports is global with more than 7,000 end users spread throughout the Americas, EMEA and APAC. In my role I manage, Call center tools/processes, on-site support, facilities management and enterprise platforms including: 1) Citrix XenDesktop and XenApp, 2) Office 365, 3) Proofpoint, 4) SCCM, and 5) JAMF. In addition, I am responsible for integrating all newly acquired companies into the Merkle was end user environment.

Leading the enterprise-wide Windows 10 upgrade for ~53k Windows-based devices, including executive reporting, testing/remediation, and upgrade scheduling and forecasting.Led development of Big Data system architecture (AWS, ELK Stack, Apache NiFi, and Tableau) as well as functional requirements, data taxonomy, and business use cases. Analyzed source systems such as CM2012, JAMF-JSS, and AirWatch.Created prototype using SQL Server, Tableau, and Power BI after spearheading Big Data tools needs assessment.Led a redesign of the company’s software asset management processes, reducing Adobe ELA spend by $1.2M and realizing additional multi-million dollar savings through software license redistribution.Enabled multiple departments to self-serve data request from new reporting tools.Established stronger governance controls for software acquisition and created company-wide software chargeback model.Led the company’s RFP for a new Value Added Reseller resulting in a 20% reduction in software purchasing costs and significantly lower operating costs.Directed ~100 technical staff/contractors and managed delivery vendor on multi-year $20 million Windows XP to Windows 7 operating system upgrade, successfully upgrading ~40k laptops and desktops with minimal business interruption. Created forecasting and metrics tracking system to significantly increase Windows upgrade transparency for senior leadership.Oversaw enterprise-wide Office 365 cloud rollout to over ~70k accounts, earning a Capital One Center of Excellence Award for the project’s successful execution. Managed executive and business unit stakeholder expectations and ensured project buy-in through detailed progress reporting. Coordinated Tier 3, Help Desk, and lines of business activities to ensure minimal end-user disruption.Managed a team of 4 technologists in an enterprise-wide upgrade from IE 8 to IE 11 for ~60k laptop and desktops. Coordinated regression testing for more than ~2k applications.

Developed the company-wide content management strategic roadmap for executive leadership, including supporting business case, cost estimate, and implementation plan. Developed a proof of concept on the Microsoft Azure cloud for SharePoint 2013, laying the ground work for future Office 365 adoption.Led a team of 4 associates in the deployment of Microsoft Lync 2013 to enhance the company’s Voice over IP (VOIP) and Instant Messenger services. Modernized SharePoint team’s delivery model via Agile/Scrum practices (Version One and Jira) to more rapidly deliver internal portals and document/records management solutions for end-customers.

Led a 5-plus person team on a U.S. Navy contract in the implementation of Adobe CQ and LiveCycle platforms in a U.S. Navy fully STIGed environment and managed all aspects of the client’s Adobe relationship. Integrated existing SharePoint and SQL database with the new web content management system, site design, template structure, and Web content taxonomy. This implementation, reduced client’s annual spending while significantly improving the end-user experience.Spearheaded the business development for a $2 million follow-on implementation project for the U.S. Navy, deploying an Adobe CQ web content platform to manage the client’s web presences.Developed web content management strategic roadmap for pharmaceutical and retail clients to define digital asset taxonomy, tighten content control processes, and refine governance and regulatory compliance standards. Designed comprehensive legal/regulatory compliance metrics, vendor best-fit analysis for future implementations, and documentation of technical/functional requirements for large pharmaceutical client.

Spearheaded process automation, portal display and document/records management initiatives using technologies ranging from traditional ECM tools such as SharePoint and Documentum to Web 2.0 tools such as MediaWiki and WordPress.Managed the full project lifecycle of ECM solutions, including design, development, implementation, and governance (formal training plans and taxonomies).Led a team of 5 consultants on content management initiatives for the Joint Staff’s Haiti Earthquake relief effort and the U.S. Department of Homeland Security’s Deepwater Horizon crisis management team.Established knowledge management procedures, tools, and practices for the new Joint Command Center forum.Designed curricula and provided training on new information sharing processes and Web 2.0 technologies.Reengineered and implemented numerous personnel and financial management processes for information sharing and collaboration.Identified and shaped new business opportunities up to $1.6 million.

Led a team of 5 IT portfolio professionals to develop a federal enterprise architecture–compliant software portfolio.Established and maintained multiple technology policy management projects including: Consolidating and refining overall technology policies;Assessing compliance with COBIT and internal Sarbanes–Oxley Act standards; Establishing internal controls to manage the lifecycle of technology policies and procedures; andImplementing Documentum ECM metadata and access control standards.Streamlined Office of the Chief Information Officer processes using Lean Six Sigma.Developed executive briefings on best practices, including an IT governance framework, strategic vision for IT governance, standardization of the SDLC, and aligning internal procedures with regulatory standards.Streamlined technology selection processes through development of software standards, service-level agreements, and charter/rules of conduct.

Led a 5-person team to design and implement enterprise record and document management system for U.S. State Department, which enhanced the organization’s ability to meet its regulatory responsibilities.Managed the State Department’s software vendor relationship while establishing document capture procedures and tools to manage financial and business operations. Developed and implemented records management procedures and retention policies.Created and taught content management training programs, including lesson plans and customized training manuals to drive end-user adoption and buy-in.

Developed cost benefit models, issue papers and program briefs and conducted base realignment/closure assessments for Department of Navy. Established risk management and burn rate analysis tools for the PMS 404 lightweight torpedo project.

Oversaw the installation, administration and the reconciliation of a division-wide PeopleSoft ERP solution. Coordinated the integration of a custom billing system with PeopleSoft’s ERP solution. Created risk analysis and estimate to complete reports for executive level management.