I created and developed the End User Technology Team into a high-performing, highly praised unit, that delivered exceptional outcomes and cost-reducing solutions. I architected technical and procedural changes that transformed and optimized performance and accelerated achievements in customer service and desktop support operations. I instituted an enterprise framework rooted on standardization of policies, procedures, and communications while emphasizing measurable and repeatable results (KPIs).► Resolved, within my first few days, long-standing deployment and login issues for SAP application users by creating a new deployment process, reducing SAP ticket volume by 80%.► Leveraged purchasing acumen to reduce hardware and software procurement costs, saving 28% on computer hardware costs, facilitating the reallocation of over $300,000 in CAPEX.► Reduced VPN access and password reset incidents over 70% by improving the VPN client configuration, functionality, and support documentation.► Led the endpoint migration from AirWatch to Intune, reducing costs by $90,000 annually.► Designed a desktop architecture process that reduced PC imaging times by more than 83%, cutting a multi-step technical process to one, while improving lifecycle management.

Led the 50-person IT Operations team through a period of tremendous growth and change, including 4 acquisitions, 5 tenant migrations, and the opening of 6 new offices across 4 continents and 5 countries. To address the rapid growth efficiently I instituted an enterprise process framework to standardize policies and procedures with a focused on measurable and repeatable results to maximize the CAPEX of a $5M budget. I cultivated high-performing teams to deliver innovative technical solutions, that achieved extraordinary outcomes while supporting the tripling Frontline’s staff and earning and preserving our ISO 27001 certification. ► Transformed, architected and implemented solutions to improve processes, ensure system security, ex. improving server and change management processes as much at 50%.► Capitalized on purchasing prowess to reduce system procurement costs, saving 29% from $1,000,000 in 2022, while avoiding unnecessary purchases to save another $40,000.► Created the internal IT Service Desk and IAM teams to improve response and resolution times, while migrating to ServiceNow, Genesys cloud ACD, and deploying SD WAN technologies.► Eliminated Helpdesk and Technician errors and achieved a 90% time-savings in desktop profile migrations by creating a scripted and error checking utility and process.

I managed the growth and influence of the DC-Ops team, transforming previously adversarial relationships, building trust and credibility that improved morale across all IT Teams and cross-team partnerships. Recognized as a leader in crisis management and influencer of positive change. I developed DC-Ops into a high-performing team that supported 3,500 servers and assets across both of WFM’s data centers and global headquarters. Established and improved procedures, standards and processes utilizing ITIL and Scaled Agile Frameworks to further boost efficiency and reduce resolutions times.My key highlights in this role include:► Introduced best practices across all DC Operations, including standardizing server architecture and build procedures, rack enclosure layout and overall DC design and maintenance, thereby reducing of errors, failures and implementation delays.► Saved 20% annually by renegotiating preventative maintenance contracts, cutting prices and fees, consolidating vendors, and re-aligning contract terms.► Dramatically cut development system repair and asset disposal costs to as low as $0.00 through strategic partnerships and process standardization.► Created clear and concise procedural documentation, workflows and points of escalation, improving response times by 50%.► Seamlessly and successfully rolled out ServiceNow, PagerDuty, OpsGenie, Jira, Workfront, and Workday, to modernize antiquated processes and procedures.

I successfully integrated the 32 team members of the Desktop, Telephony, and Customer Service teams to transform the IT support for 4 Hospitals and 15 surrounding clinic locations in central Texas. As part of the transformation I established an IT Knowledgebase with content standards, introduced and improved processes, role requirements, automation, and KPIs, which decreased desktop support response times by 60% and time to resolution times by 35%.Highlights for this role:• Created and deployed solutions to improve productivity and HIPPA compliance.• Introduced self-help options, allowing hospital staff the option of resolving their own issues and resuming operations more efficiently.• Engineered a uniform desktop architecture, which slashed configuration and deployment efforts by more than 95%, adding the equivalent of +3 FTEs.• Eliminated dozens of daily incident calls and unnecessary transportation expenditures by automating the removal of PHI files from clinic PCs.

I was promoted to Manager of the West Region IT support team, covering three locations in California and one in Texas. My primary responsibility was to ensure my team and I met or exceeded our user’s support expectations for applications, desktops, printers, and our on-site data center systems.Some of my more significant highlights include:• Managed a team of 20 in relocating two offices of more than 550 associates, 12 servers, 2 backup libraries, and nearly 800 PCs into a new office building, while simultaneously converting from Token Ring to Ethernet, with zero downtime.• Directed BC/DR efforts in response to an area blackout, ensuring business continuity for multiple offices for two days, until complete power was restored.• Successfully and resourcefully consolidated the Newport Beach office, relocating the data center with no service disruptions; the project was $200,000 under budget and had a projected annual savings of $1M per year.

Provided technical support for external IBM customers in troubleshooting and resolving complex hardware and application issues associated with IBM’s mainframe terminal emulation software.• Resolved configuration and connectivity issues, assisted in defect analysis and programming corrections of IBM Communications Manager and IBM Personal Communications terminal emulation software, enabling PCs to connect to mainframes and AS/400 hosts.