Direct all activities of the North America IT group within the global shared services group. Responsible for IT provision to 2,500 users spread across a diverse group of companies, and a team of 42 staff and 5 direct reports. Responsible for $10 M budget, reporting to CIO.• Successfully led the rapid expansion of IT services to over 500 of newly acquire retail outlets• Spearheaded the drive for regional IT alignment and process restructuring resulting in significantly improved system availability, and better utilization of IT staff • Pioneered the creation of the company’s e-commerce web site, resulting in revenues of over $60M / month• Successfully partnered with all parties in multiple mergers and acquisition efforts, ensuring seamless transition and minimal business interruption• Lead multiple IPT projects including complex call centers resulting in improved efficiencies, reduced costs and increased transparency• Optimized IT department using a combination of off-shoring, near-shoring and in-sourcing to contain costs during rapid expansion• Lead the North American initiative to implement a global, AX and Azure based ERP system for the retail division resulting in significantly improved efficiency and cost savings• Lead IT effort to support establishment of manufacturing facility in Tijuana, MX, resulting in doubling of production capacity and significant reduction of costs • Pioneered implementation of SharePoint-based ISO quality management system which improved compliance, eased training and reduced auditing effort• Created and refined ERP performance measurement tool resulting in an efficient issue identification, and high user acceptance

Responsible for all aspects of the organization's activities related to computer systems - internal and external. As part of the management team was responsible for setting goals, creating strategies, maintaining and developing our current systems, and aligning IT projects with business goals.• Merged two departments (MIS and Client Systems) delivering increased efficiency and improved service levels. • Aligned departmental goals and processes with business needs, resulting in significant reduction in change backlog. • Replaced phone system with Avaya 7200, resulting in improved call center support, reduced maintenance costs and improved reporting.

Managed the Customer Support Help Desk and was responsible for the development, launch and sale of Oticon Office TM. • Improved customer satisfaction and sales support by proactively staffing, training, and aligning processes, while customer base more than doubled.• Created sales training and organized technical aspects of industry conventions.• As HIMSA director represented Oticon and drove industry wide cooperation around shared software platform (NOAH).

Created international support organization for Oticon's new hearing aid programming software (OtiSet TM) and supported the launch of the first digital hearing aid. • Negotiated with worldwide executives to align expectations and establish goals• Created standard operating procedures, trained local support and sales staff• Led Oticon’s participation in HIMSA to establish first industry-wide software platform