Provided strategic leadership and direction for the organization's IT service desk. Developed and executed strategies to automate processes and improve efficiencies. Collaborated with internal IT team leaders to provide expert guidance and recommendations on systems that impacted key reporting functions. Standardized new-hire application provisioning matrixes and tasks associated with RITMs in ServiceNow.

Led the Production Support and Service Desk teams, overseeing all IT support functions across the organization. Developed and executed IT service strategies. Created and managed a multi-million-dollar annual budget. Supervised a large team of IT professionals and acted as managing contact for external teams. Developed and maintained key performance indicators (KPIs), and implemented ITIL best practices. Oversaw Implementation Team for new acquisitions and construction projects. Introduced network redundancies across locations to reduce business-impacting downtimes. Created the Operations Command Center, a team and program responsible for proactively monitoring and managing complex technical issues.

Provided strategic leadership and direction to the organization's IT operations and services. Directed the development of customized IT solutions and services for clients across industries. Oversaw US-based Business Development Team responsible for net new business and expansion of existing accounts. Served as executive sponsor for major client accounts.

Managed the Automotive client accounts and oversaw regional managers responsible for client field support resources.

Held accountable for dealership support and major application support. Managed Regional Technology Support Team. Standardize hardware and a DMS solution across the organization. Designed and standardized low-voltage cabling. Implemented enterprise fax solution and introduced the organization's first managed service provider.

Standardized carrier services and voice hardware across the organization. Designed and engineered telecom systems for all locations, transitioning equipment from analog to digital infrastructure. Negotiated carrier and hardware contracts.

Designed and sold voice systems, data networks/hardware, and low-voltage structured cabling.