Managed a diverse team of support professionals for the authentication and identity platform for Capital One. Team was responsible for the ongoing health and performance of dozens of API’s and functions, mostly in AWS. high volume change implementation was typical and all incidents were addressed in a timely fashion. I provided the team with incident triage, problem management, communications support, career development, training plans, knowledge transfer sessions, process improvements, on-call support rotations, and more. Familiarity with Agile processes and tools such as Jira, Confluence, AWS, HPSM, ServiceNow, Pagerduty, and more.

Oversaw all aspects of Cloud Collaboration Technology firm wide including Web Collaboration Tools, Instant Messaging and Presence (IM&P) platforms, Audio and Video conferencing and external file sharing services. Managed IT product lifecycle with a focus on end user adoption across the entire IT product portfolio. Consolidated IT productivity tools to maximize savings year over year.

Managed 30+ IT support and engineering staff across IT collaboration tools, global IT desktop support and engineering, corporate messaging, mobility, remote access, audio visual, unified communications, internet and intranet environments. Oversaw annual budget of $~12mm.

Managed team of AV Support and Engineering professionals, SharePoint Engineering and Development, and IIS / JBoss Web Server Engineering. Set global AudioVisual standards focusing on consistency, usability, support model and budget. Maintained and enhanced SharePoint services via corporate intranet and external clients. Set global standards for web server management and development lifecycle compliance.