Responsible for all delivery and oversight of Information Technology Infrastructure, Operations, Support, and Strategy in a CIO capacity

Responsible for overall operations, support, and strategic direction for the End User Services organization made up of Service Desk, Asset Management, Desktop Support, Operations, Virtualization, Engineering, Executive Support, Vulnerability Remediation, and A/V Support. Ownership of the User Experience as face of IT organization.Lead career development and mentorship for six direct report VP-level Managers and over 120 Engineers, Contractors, and Consultants as indirect reports.Implemented new technologies such as Hyperconverged VDI Infrastructure with Nutanix, O365, Teams, and Win10 to enhance the company productivity and reduce costs.Acted as the Voice of the Customer for over 11K associates and over 600 locations leading to high CSAT ratings of 9.6/10 average.Planned, forecasted, and maintained a $20+ operating budget annually and met company guidelines each year for tolerance.Partnered with leaders across the bank to successfully convert and integrate multiple Merger & Acquisitions taking the bank's assets from $33B to $200B+ and location growth exceeding 3x during tenure.Built out a robust technology refresh program for infrastructure hardware.Implemented HP Managed Print Services program to reduce cost by $1M annually, enhance SLAs, add additional security, improve functionality and build reliability.Reduced operational and reputational risk by remediating over a million hardware and software vulnerabilities annually by creating a focused VR team.Implemented Enterprise Roadmap development for End User Services and participated in overall Infrastructure Roadmap development across the organization. Shifted the bank workforce to work from home in the pandemic response over the course of three weeks. Provided Audit and Compliance oversight working with internal and external auditors with Satisfactory ratings each time.Lead multiple Project Management efforts for operational enhancements including implementation of ServiceNow.

Led global strategy for End User Platforms product services and delivery.Oversaw Product Management of all laptops, desktop, and enterprise software for over 100K endpoint devices.Successfully managed, planned and allocated IT budget for End User department in excess of $100M.Worked with peers to deliver the best associate IT experience possible via Agile continuous improvement development methodology.Implemented and lead global Desktop Virtualization strategy to transition 80% of 45K associates to Virtual Desktop Infrastructure or Citrix XenApp.Built and presented business cases and product strategy to senior level executives for multi-million-dollar initiatives and purchases.Provided reporting, documentation, and communications related to the IT product suite.Oversaw contracts and lifecycle management of over 100 technology products.Prioritized initiatives for delivery using Agile and Kanban methodologies, including daily Scrum meetings.Collaborated with Enterprise Architects to build service offerings that met business requirements.

Managed strategy and daily operations for Desktop Support and Asset Management departments supporting 20K employees and 2,700 locations across the United States.

Manage all day-to-day operations of the Desktop Support & Service Desk teams supporting 5K employees across 200+ locations.