• Deliver top notch technology to all end users within AmeriHealth Caritas through experienced technology leadership and by developing the organization that learns what the user/customer needs, analyzing the ecosystem to know what is available, and delivering those solutions to ensure the users can get the job done as efficiently as possible.• Work to ensure a top customer satisfaction rating and learning what we are deficient in to achieve this. Only through analysis of these deficiencies and working to eliminate them can we achieve top scores in customer satisfaction and customer service.• Serve as a member of the senior IT Leadership Team to review and approve technology opportunities, ensure the stability and reliability of the network environment and compute space to minimize disruption, and establish the overarching technology direction for the company.• Team Leadership of the Desktop Operations, Desktop Engineering, AV and Citrix Engineering & Operations Teams, maintaining a hands-on approach to project management and delivery.• Desktop Operations – Manage a team of 13 technicians, including 2 managers, to resolve second-level desktop tickets, address requests for new end user hardware, procure and deliver new and replacement equipment to 12 remote offices, and assure end user competency with desktops, laptops, and software applications.• Desktop Engineering – Manage the team responsible for the Windows 10 and Windows 11 Desktop build image. Package, assign, and deploy corporate-approved software through Microsoft Endpoint Configuration Manager. Certify hardware in the end user space, including desktops, laptops, printers, and peripherals.• Citrix Engineering & Operations – Manage the Citrix team to develop and maintain 1080 production Citrix servers and 1035 QA Citrix servers that operate critical company applications, the endpoint thin client

• Propose, build, and manage the global professional services team within Lakeside Software, insourcing all post-sales software implementations, customizations, training, renewals, and customer assistance globally. Building of high-performance geographically dispersed effective teams made this effort successful. This action added a new revenue stream of more than $800,000 the first year and 2.2 million the second year.• Deal directly with the customer to develop a working project to implement our software, customize it to their needs, track progress and ensure success of the included project manager, configuration specialists, support staff, and training specialists.• Director of Application Support. Team Leadership of the organization that supported the Lakeside Software Application, SysTrack, for all customers and supported the customer base through our professional services, training, and customization teams to ensure the customers were getting the most out of the product and their investment.• Establish Customer Retention metrics which set minimum expectations of renewals and what was needed to succeed in this metric. This score increased year over year from 78% customer retention to over 93% in 2019 and 89% in 2020.• Deliver top Customer Service and Customer Satisfaction by speaking directly to customers and learning exactly what they need to succeed.• Implement upgrades to several of our internal systems, including assisting in moving to Salesforce from Dynamics, adding a Customer Success tool, implementing voice of the customer and customer roundtable sessions, and company-wide restructuring of support teams. These efforts, long overdue, enabled greatly enhanced customer tracking and customer feedback solutions which led to an overall better product.• Hire and manage technology account managers (TAM) for largest financial services clients located throughout U.S., EMEA, and PACRIM.

• Team leadership of the organization for the firmwide implementation of all desktop computing resources including hardware, software, and virtualization technologies. This effort involved management of a several dozen individuals and managers across 7 teams who maintained, upgraded, and enhanced the desktop platform for the bank that had a total deployment to over 300,000 end users.• Leads engineering team of ~39 globally to engineer and deploy desktop corporate build (300,000 endpoints), Citrix XenDesktop VDI (~25,000 seats in a global deployment), and Citrix XenApp farms (~70,000 concurrent connections daily).• The teams that fell under my management as SVP of EUC were global desktop engineering, 3rd and 4th level desktop support, virtual desktop and application engineering, remote access, desktop performance engineering, desktop project management, and desktop vendor management.• Ensured all project deliverables were SMART-aligned and delivered as efficiently as possible.• Manages all vendor relationships for all hardware and software in use on the core build platforms. These relationships were built over years and the bank benefitted from outstanding delivery by the vendor community who had a clear partnership with the bank and a great relationship on a personal level. Per-license costs were some of the lowest negotiated in the world, consistently, across software vendors.• With budget cuts obviating the need to restructure, leads effort to reorganize the EUC engineering team and outsource work effort to India of approximately 40% of personnel, reducing headcount budget by nearly 1.5 million just in desktop engineering.• Manages the team of engineers using lead-by-example management style. This style garnered respect throughout the organization and resulted in motivated teams that had very successful outcomes impacting the entire company on a consistent basis.

• Manage global IT operational security team protecting and mitigating risk firmwide for over 100,000 desktops and laptops. This team also handled all security related patching of those desktops firmwide. The management of this team was conducted as efficiently as possible, and I worked to achieve excellent client satisfaction scores throughout my tenure.• Create the Merrill Lynch Security Threat Incident Response Plan and the GT&O Business Resumption Plan, dramatically increasing effectiveness and timeliness of business resumption after a security or risk event.• Create and maintain the global inventory data warehouse, comprised of SQL server 2000/2005 databases, Web sites and source repositories (Bigfix, ePO, Active Directory, HR database mirrors and login script automated information collection). This program was multi-year and was successful in enhancing data collection, data presentation and BI analytics capabilities for the company, greatly reducing time and budget spend on these critical reporting features.

Was part of the team of senior engineers responsible for designing, developing and updating the global standard desktop for Kraft Foods.

Part of the desktop design, development team for the Merrill Lynch Trust Company. Also acted as tier 3 support and executive management direct support for the Trust Company.