- Lead the growth and development of an incredible team of 16 talented and motivated engineers, which range from Network, System, Application, Security and Release Engineers with high expectations for rapid and efficient deployment of Actiance core products such as Alcatraz, Vantage, and Socialite. - Manage the Platform Production Cloud Infrastructure, which includes IBM Cloud, AWS, and Physical Data Centers in San Francisco and Atlanta that offers the highest levels of reliability, highly redundant and performance consistent with business needs.- Created a production plan, streamlined processes, and resource management to ensure timely project completion and to meet the demand of the business. - Collaborate with the InfoSec team across the broad spectrum of information security programs, such as Threat & Vulnerability Management, Security Incident Response, Governance and Compliance. - Work with product engineering to improve product deployment through automation, technology improvements and streamline releases of application to customers.- Prepare monthly and quarterly operations reports and operational / expense budgets for data center-related accounts. Review monthly business review of expense, capital reports, report variances from budget, and provide forecasts of future expenses.

- Manage a global team that deliver an awesome IT experience which includes Client Platform Engineer, Application Engineers, AV Engineers, Help Desk, IT Logistics, Desktop Support, User Access Coordinator, and Project Managers that supports the rapid growth of the company and 6,500+ users in 9 offices globally. Overall responsibility for full-time equivalent staff of 65.- Established governance and operating framework, defined new roles and responsibilities to operate effectively with all IT teams which achieved 95% SLA month-over-month and 96.75% or 5 stars customer satisfaction feedback.- Developed strategic direction and technology roadmaps for endpoint systems, productivity applications and development of corporate in-house tools.- Initiated and spearheaded multiple process improvements including incident response, escalation process, change and release management that significantly improved the stability of the infrastructure, communication across teams and support effectiveness. - Successfully completed 5 mergers and acquisition from an IT standpoint for Yelp’s acquired companies including EAT24.com, Nowait.com, turnstyle.com, Restaurant-Kritik, and CityVox.- Replaced manual repetitive tasks that allowed for provisioning/deprovisioning of new employees, syncing from our enterprise tools such as Workday, Google Apps, SSO, and our LDAP/Active Directory infrastructure.- Led an engineering team that implemented, manage, and administer multiple enterprise solutions from JAMF Casper Suite, Google G Suite, Atlassian Jira and Confluence, Oomnitza for asset management, and plethora of security initiatives such as Hacktober, Yubikey, Lastpass for Password Manager, OpenDNS, HD Encryption, DUO 2FA, Okta SSO, just to name a few. - Responsible for multiple office expansion in San Francisco, Chicago, New York, Phoenix, Hamburg and London, and in Dublin, Ireland.

- Led strategic direction and managed operations of Milestone’s internal IT. Responsible for defining and deploying IT strategy, enterprise application, cloud and network architecture, policies and procedures.- Migrated all on-premise application to cloud-based application solution that reduce data center and server room footprint which provide significant cost savings and downtime, such as Office 365, Box.com, Microsoft Azure for AD, servers and SQL DBs.- Implemented NetSuite ERP and financials system that consolidated and replaced disparate legacy systems that significantly improved business processes financial management- Reduced monthly close time by 4x and reduced transactional error rate by 10-20%, enabling the CFO to make decisions significantly faster with more accurate data- Implemented Milestone Corporate Dashboard for executives and department heads to track their Key Performance Indicators (KPI), revenue, COGS, and overall business performance.- Built a 400-seat call center in Chico, CA. Implemented network, ACD phone system, redundant circuits, and systems.- Build strong relationship with vendors and partners and negotiated million dollar contracts that resulted in 35-40% cost reduction. Also spearheaded cost reduction initiative that reduced 350K in operating cost.

- Orchestrated the development of IT Managed Services portfolio by creating model emphasizing customer-focused delivery of business solutions based on pre-defined technology standards for infrastructure, IT support and data center operations, resulting in reduced costs for clients due to streamlined processes that decreased complexity. Model offers increased flexibility to address unique client needs with innovative services, including onshore call center offering support through video conferencing.- Provided leadership for 14 managers in different levels and capacity charged with management of on-site and remote teams at different client locations; overall responsibility for full-time equivalent staff of 160.- Effectively managed activities for Milestone client’s strategy and planning for their IT Infrastructure Implementation, Enterprise-wide application implementation and deployments, and IT Support functions. - Launched multiple staff learning and development initiatives, including career development and skills improvement programs, rewards programs to drive SLA attainment, and continuous improvement plans.

• Implemented and transformed IT operations for Facebook, Palo Alto Networks, Onyx Pharmaceuticals, Procter & Gamble and 19 other clients by implementing ITIL-based support model that significantly improved their support services to their employees by identifying deficiencies in ticket flow methodology and gaps in resource requirements. • Implemented Incident, Change, Problem Management and new hire programs, including expanding service desk services with application, video conferencing and network support; and establishing Key Performance Indicators with risk and rewards program. • Introduced customized training program for service desk staff, leading to reduction in active tickets from 800+ to 120, increasing first touch resolution from 35 percent to 85 percent and boosting customer satisfaction from 82 percent to 96 percent.• Implemented Remote Global Service Desk, Network Operations Center (NOC), Network and Server support for multiple Milestone clients - Cymer, Intero Real Estate, Nexenta, just to name few• Collaborated with numerous Milestone clients to implement global IT solution to support their rapidly growing user base that includes centralized service desk, IT walk-up support (Genius Bar Model), IT logistics and deployment support.

Led and managed all aspects of IT Global Operations group and outsourced vendors that spans across the US, Asia and Europe.• Promoted to IT Operations Manager in 2008 to lead and managed all aspects within the IT operations group.• Managed and prioritize $4.5M capital budget for IT Operations project portfolio. • Managed strategic planning for support model direction and architecture to drive consistent technology deployment and standards. • Managed and supported multiple concurrent international business expansion projects from an IT perspective.• Built strong relationships with partners and vendors and negotiated multi-million dollar contracts that resulted in 1.3M of cost savings for IT equipment and software purchases, maintenance agreements, and professional services. • Developed and implemented programs, policies, and guidelines that inform overall production services to deliver quality, reliable, and responsive services.• Served as the technical liaison between IT and business for SOX and J-SOX audits and eDiscovery Litigation.

Miria Systems provides business process automation software products and services as well as implementation and support services for ManagedPay, the leading application solution for automated invoice management built on the IBM FileNet P8 architecture. • Provides support for the sales team with product technical knowledge, product demos, and directly addressing client technical and business process issues.• Partnered with Sales team to define client needs, create and present engagement proposals, provide implementation expertise and project cost estimates. • Developed technical specification documents used by software developers to develop solutions and customizations for clients.

Led the helpdesk support center for the Oakland International Airport supporting in an 18/7/365 environment.• Successfully led and managed the helpdesk support center for the Oakland International Airport supporting 1000+ end-users in an 18/7/365 environment. • Played a key role in reengineering the support center for improved customer service and maintained a 95% SLA that resulted in contract extension and increase revenue. • Decreased incident response time from 8 hours to less than 2 hours. Also reduced volume of ‘lost’ calls from 40% to less than 5%.• Designed new staffing schedule for 18/7/365 coverage that reduced over-time and turnover.• Earned solid reputation for delivering projects on time and within budget.

Led the IBM outsourced technical support team for the following Johnson and Johnson accounts - Alza Pharmaceuticals and Lifescan Inc.