Director Of It, Client Services, Pc And Mobility
CurrentDelivers disruptive IT leadership, aligning technology initiatives with business objectives to drive growth, efficiency, and innovation. Combines deep technical expertise with strategic vision to redefine IT’s role as a business enabler. Key Achievements: Strategic Innovation: Developed a Level 1 support model leveraging ServiceNow as the core integration engine, complemented by the Power Platform. Now Assist serves as the primary AI agent, with CoPilot as the interface layer. The solution centralizes call deflection, automates routine tasks, and streamlines escalations across Coca-Cola Beverages Northeast and 11 CONA bottlers, enabling scalable, intelligent support. Operational Excellence: Optimized after-hours support, reducing ticket volume by 80% and achieving a mean time to resolution (MTTR) of under 3 hours. Redesigned workflows to eliminate high-priority Configuration Item (CI) impacts, enhancing reliability. Cost Optimization: Overhauled managed print processes and collaborated with Lenovo to implement just-in-time Devices as a Service (DaaS), reducing overhead and improving procurement efficiency. Leadership Under Pressure: Navigated leadership transitions early in tenure, ensuring team stability and delivering key initiatives. Collaborative Leadership: Active member of the CONA ARB and Innovation Council, advancing cross-bottler collaboration to align IT strategies with broader business objectives. Growth-Oriented Impact: Authored the mid-term IT business plan, presenting disruptive innovations to the Executive Leadership Team and the Board of Kirin Beverages. These strategies position Coca-Cola Beverages Northeast for sustainable growth, transitioning from a small/medium business to a medium/large enterprise. Positions AI Agents and intelligent automation as foundational to modern IT operations, driving organizational transformation through scalable, efficient solutions.
