Leading an IT Operations team of Systems Administrators and Specialists who support Retail, Restaurant, Supply Chain Systems and Enterprise Patch Management for over 150 retail stores, restaurants and marlin bars.

• Built a Site Reliability Operations team from the ground up to support custom and cloud applications.• Partnered with Development and SRE teams to create comprehensive runbooks and processes to support applications. Team resolved up to 70% of tickets to the SRE Cloud, Build Automation and Enterprise Integration teams.• Worked with development teams and external vendor to implement ServiceNow with an integration to Jira.• Led IT Service Management maturity, particularly in the areas of incident and problem management. Developed problem management process, including weekly review of RCAs and corrective action items.• Team scored 98% in employee engagement from the last all company survey, 20 percentage points higher than the results for the company.

Provided leadership to a team of Systems Specialists providing 24x7 enterprise support for NetSuite (Tableau and MuleSoft), Oracle, Salesforce, Avalara, Stripe, Coupa, Inspyrus, Workfront and Panopto. This includes custom configurations, incident, problem, change and release management support.• Operational leader for Enterprise Applications, providing leadership in the areas of incident and problem management and operations acceptance requirements.• SOX control owner for Tableau Finance and MuleSoft systems.

Provided leadership to a team of Cloud Application Administrators and Triage Specialists that provided enterprise application support for Workday, NetSuite, Varicent, ServiceNow, Salesforce, Avalara, Concur, Stripe, Coupa, Workfront and Panopto.Tableau Change Champion team member for Salesforce Integration.

Built out a new 24x7 Global NOC and Service Desk from the ground up. This included the physical build-out, hiring of staff (3 Shift Supervisors and 12 Technicians), creating processes and procedures and documentation. Partnered with the Engineering and Development teams to create comprehensive Troubleshooting Guides for the NOC. The NOC monitored the network infrastructure, servers and services for Coinstar, redbox and ecoATM.

Provided leadership for a team of 21 (4 offshore) Systems Managers responsible for 24x7 application support of 50+ Mobility Network Applications (Performance Management, Fault Management, Site Management and Ticketing Systems). Applications (many mission critical) include Netcool, Remedy, Granite, TIBCO ESB, Prospect and Business Objects. Applications were used by the Mobility Division, Cell Tower Technicians and the Mobility NOC.