As the Director of Digital Experience and Support, I lead four strategic teams integral to our organization's technological and operational excellence:IT Service Management (ITSM): Responsible for the design and evolution of our technical support services, ensuring alignment with business needs through enhanced incident management, problem resolution, and service delivery. My leadership in this area ensures operational excellence and a superior support experience, crucial for maintaining business continuity.Remote Experience & Technology: Architect a cutting-edge digital workplace that empowers our nationwide workforce. By strategically deploying advanced remote work tools and fostering continuous innovation, I enhance productivity, collaboration, and employee engagement, positioning our organization as a leader in the remote work environment.Enterprise Business Applications: Strategically manage and optimize our portfolio of critical SaaS applications. My focus on deployment, integration, and ongoing improvement ensures these applications drive business efficiency, scalability, and compliance, while supporting key functions such as finance and HR.Systems Engineering: Ensure the resilience and efficiency of our infrastructure, encompassing data management, connectivity, and disaster recovery. My role is vital in safeguarding operations and optimizing performance, enabling our organization to adapt swiftly to evolving demands and ensuring robust business continuity.In this executive capacity, I drive transformative initiatives that enhance operational effectiveness, spearhead innovation, and align technology with our strategic goals, positioning our organization for sustained growth and competitive advantage.

Strategic Leadership & Expansion:Expanded scope by 53% in 2023 and 45% in 2024, overseeing 100+ team members across four specialized teams managing five critical enterprise applications. Maintained a high-performance culture, consistently exceeding organizational goals.Cloud Infrastructure & Cybersecurity:Established a Cloud Engineering team in 2018, integrating core AWS functionality for modern application development. Developed a ransomware-resistant, backup environment, enhancing data security and disaster recovery capabilities, strengthening overall business resilience.Operational Excellence & Employee Experience:Implemented initiatives that doubled Operations NPS and reduced outages by 67% and support tickets by 41% in 2022. By 2023, issues decreased by 97%, improving operational efficiency and employee satisfaction.Business Continuity:Led the Business Continuity response during the 2020 pandemic, enabling a full remote workforce transition in 14 days with minimal disruption. Presented successful outcomes to the Board, earning commendations from the Chairman.Data Center & Cost Optimization:Migrated two data centers to colocation sites, enhancing infrastructure scalability and resilience. Delivered $2.1MM in cost avoidance by transitioning storage to OpEx models.Customer Satisfaction & Technology Transformation:Revamped the Help Desk function in 2023, doubling customer satisfaction in four months. Successfully transitioned 1,200 team members to new technology platforms, resulting in a 100% NPS increase.Automation & Strategic Road mapping:Spearheaded the implementation of SSO across the organization and developed a strategic roadmap for engineering support tools, driving automation and operational efficiency.Talent Development:Built high-performing teams, including creating a Cloud Engineering team from scratch. Focused on leadership development, mentoring team members to senior roles and preparing successors for future leadership.

Lead and develop multiple teams of highly skilled technical engineers. Responsible for defining IT data center strategy and executing strategic IT initiatives.Notable Accomplishments:Reduced Disaster Recovery RTO by 90%Defined & implemented a Dev-Ops strategy and self-service portal Developed and established an Enterprise Architecture committee Managed a budget of ~4M annual spendDesign & build out of a new disaster recovery data centerReplaced legacy storage architecture with next-generation flash technologyReduced annual hardware maintenance spend by 70%

-Lead a team of eight direct reports.-Provide in-depth technical and design expertise in support of large, complex enterprise projects based virtualization in a Private Cloud solution using VMware vSphere, EMC & Cisco Technologies.-Design Virtual Infrastructure required to support virtualizing Tier-1 applications, including Oracle application + single instance & RAC database instances, SAS Analytics, Exchange.-Recommend, design and implemented a migration from an EMC NS480 to an EMC NS960.-Manage Data Center SAN Switching - Cisco MDS 9500's-Manage & Architect all aspects of multiple Cisco UCS Compute Pods-Manage EMC Clariion CX480 & Celerra NS480-Manage backup & replication.

Responsible for Managing the Virtualization Infrastructure across multiple data centers.-VMware ESX 3.5 Migration to vSphere-Design & Implement a solution to virtualize all Citrix XenApp 5 servers - saving $63,000 in support costs, and improving customer experience.-Design and implemented a Cisco UCS Platform -EMC Clariion CX4 & Celerra NS480 Configuration

-Responsible for administration of all UNIX servers including Solaris 8/9/10, Red Hat 4 and 5, and HPUX systems.-Manage VMware Infrastructure consisting of multiple clusters & ESX Hosts.-Utilized EMC Symmetrix SAN Array and completed a migration to EMC Clariion & Celerra file systems.

-Responsible for the Administration & improvement of the Windows Server infrastructure-Active Directory and the Exchange migrations-Automated VMWare ESX deployments