Lead the global customer experience organization, acting as the voice of the customer within central ITS. Champions the organization-wide practice of customer experience and execution of the customer journey.

Oversee the Tech Bar, providing in person support for all Northeastern constituents. Oversee the day-to-day support of all classroom and collaboration spaces around the global campus. Engage with vendors and all stakeholders to develop, test, and deploy next generation classroom and collaboration technologies at scale. Manage the configuration and support of all University endpoints.

Oversee Apple Authorized Repair center, supporting all members of the University with hardware and software repairs. Developed the customer journey for all on-campus support offerings. Adapted on-campus support options into virtual service solutions to support University Digital Resiliency initiatives during COVID-19 Pandemic.