Recruited by former Scientific Games Executive to build the Support Services organization.Built and leads a team from 6 to 18 IT experts encompassing endpoint support, systems admins, IS/IT Security, and enterprise collaboration focusing on recruitment, skill development, and team morale through targeted training and mentorship. $5M budget.Accomplishments:• Elevated customer satisfaction from 65% to 98%• Improved first-call resolution rates from 70% to 85%• Reduced employee onboarding from 2 weeks to 3 days• Led cost reduction initiatives saving $1.5M annually• Reduced service delivery times by up to 95%• Enhanced employee engagement by 75%Drove and delivered business-critical technology and operational initiatives: • Technology and operational cost control, resource allocation, and financial performance optimization• Managed Microsoft Entra, Azure, and related infrastructure including M365 licensing, Local AD – Entra Connect, Windows 365 Cloud PCs, Endpoint Manager (Intune), Purview for data governance, and security initiatives with Defender, Sentinel, and vulnerability management tools• Cultivated strong relationships with business leaders to align IT strategies with organizational goals improving collaboration tools, centralized IT support, and achieving cost savings through technology automation• Developed and managed IT roadmaps, KPIs, and SLAs in partnership with stakeholders ensuring alignment with business objectives and enhancing service delivery standards• Established and enforced IT standards, policies, and procedures• Led strategic vendor contract negotiations and operational expense management• Implemented a robust IT security program, including security policies, risk assessments, CIS 18 controls, Azure MFA, Endpoint EDR/XDR, Cisco Umbrella, Huntress, SIEM (Sentinel), Proofpoint, and user training• Led GRC, including IT audits and SOX compliance, applying NIST and CIS 18 controls to improve security and efficiency

Recruited to utilize technology and people expertise and experience to develop staff across the enterprise and collaborate with peers and teams. Oversaw IT support services across 3 large locations and remote workers, managing a team of 17 technicians supporting over 6,000 coworkers and 7,000 devices. $3.5M budget.Accomplishments:• Achieved and maintained SLAs above 95% satisfaction.• Directed the Hardware Refresh of over 2,000 laptops in 6 months ensuring minimal downtime using MS PowerBI for Executive reporting.• Directed the “Work from Home Sales” Pilot. Evaluated technology for remote work meeting with Sales teams and managing issues.IT Support, Team Leadership, and Vendor initiatives:• Directed incident, problem, and change management processes in ServiceNow. • Administered asset and computer lifecycle management.• Managed relationships with technology vendors and service contracts.• Supported Citrix environment and served as an escalation point for internal IT issues.

Retained and Promoted post-acquisition of WMS with responsibility for all operations across 3 divisions encompassing lottery, gaming, and online gaming. Led IT service management initiatives and support across global locations including distribution centers and corporate offices with over 8,000 employees. Directed 30 staff across the US, Spain, and India. $10M annual budget.Accomplishments:• Directed field IT resources and 24x7 Service Desk achieving a 95% service availability rate.• Led the foll-out of ServiceNow including design and delivery of Incident Management, Request Management, SDLC, Asset Management, Knowledge Management and Survey Management.• Standardized operating procedures throughout the company for all level support teams.• Delivered the Office 365 Migration for over 8,000 mailboxes.IT project, support, and operations initiatives:• Implemented ITSM/ITIL processes for incident, problem, and asset management, enhancing service quality and operational efficiency.• Produced business documentation including trend reports, ROI plans, and strategic business cases.• Developed operational readiness processes to improve system reliability and vendor relationships.• Led quarterly hardware refreshes, SCCM global improvements, and Intune mobile device rollout.• Standardized operating procedures for Support teams and engaged in RFP processes.