I am responsible for the Applications Operations division within MassDOT IT. This division enables and supports innovation across the organization with a focus on the customer experience. These dutiesinclude implementing DevOps via the Microsoft Power Platform and oversight of a $3M capital improvement program. This position reports directly into the Chief Information Officer, and works cross-functionally with key stakeholders in MassDOT.• Direct, motivate and lead the DevOps team responsible for the Microsoft Power Platform including Power Automate, and Power Apps.• Leadership and oversight of the document management program which promotes the adoption of SharePoint Online, business process re-engineering and change management support. The program will eliminate physical paper and store those files in SharePoint as the enterprise document repository.• Lead the expansion of application performance management to all business critical applications used by MassDOT. APM incorporates observability, a performance analysis technology better suited to the complexity of distributed, cloud-native applications.• Contribute, support and develop a cross-organizational digital strategy, drive operational excellence and provide guidance on digital vision for MassDOT IT.• Project sponsor for the Kubernetes container system implementation. Kubernetes container system is a portable, extensible, open source platform for managing containerized workloads and services. The MassDOT instance of Kubernetes is leveraged to run synthetic transactions for business critical applications.• Leadership and oversight of the enterprise digital signature program which promotes the adoption of Adobe eSignature technology. The program has transformed several paper-based processes to leverage Adobe e-Sign.• Project sponsor for the RMV Appointment Scheduling implementation. The objective of the project is to upgrade and improve the service center’s ability to manage in-person appointments.

Responsible for IT functions including: applications operations, change control process, incident management, highway application management, and the SharePoint Online/Power platform. Dutiesinclude the daily monitoring of all the business area’s applications of MassDOT. This role is focused on internal MassDOT customers, their applications including cloud-based vendor applications/platforms. The Director will communicate, negotiate and manage these entities on behalf of MassDOT IT and the business customers. The Director reports into the Chief Information Officer and will receive support and guidance from the Chief information security officer, Deputy CTO, and Deputy CIO.• Build the IT applications operations team from the ground up, including setting the vision, merging teams, and acquiring new staff of employees, contractors and consultants. As of 2019 with a staff of three; growing to twenty-three.• Direct, motivate and develop IT Applications Operations staff including (BA’s, Tech leads, script writers, etc.) who are responsible for the availability of applications that support various areas of the business within MassDOT.• Implemented the first of its kind application performance monitoring platform. This includes writing the RFQ, selecting a vendor, developing the business case for funding, writing the statement of work, and sponsoring the project team.• Implemented the workforce reservation system in response to COVID-19. The system allows staff to reserve hotel/collaboration space safely at MassDOT locations.• Work alongside application development & infrastructure teams to support enhancements to applications.• Chair and oversee the MassDOT IT change advisory board (CAB). The CAB is responsible to assess, prioritize, authorize and schedule changes to production systems as apart of the change control process.• Procurement and vendor management including contract negotiations and renewals including cloud-based, vendor supported applications.

The RMV was about to launch a new Commercial-off-the-Shelf software system to replace its current business operational system which will be used by internal and external customers and will handle millions of transactions on a daily basis. I was responsible for designing process improvements to ensureoperational efficiency within Service Centers. In particular I led the setup, configuration and administration of statewide RMV queuing application. The application handles the customer intake process to ensure all customers are served in under 30 minutes and no greater than 60 minutes are per the Governor’s mandate for ATLAS Release 1.• Understand the current Service Center challenges regarding business processes, supporting system configuration of their facilities.• Manage the Service Center Queuing System optimal setup and usage with business partners.• Regularly assess Service Center proficiency and optimal use of business and systems.• Identify specific Service Center and overall Operations areas for improvement in partnership with Service Center Operations, District Manager and vendors.• Responsible for Vendor Management and oversight, coordinating the efforts of internal and external service delivery partners to ensure the Service Centers meet the RMV standards for Service Delivery and performance. • Work with internal and external business partners to enhance the Service Center business metrics dashboard.• Develop reporting to encompass service levels/wait times, productivity and eventually customer satisfaction in a format that ranks and grades Service Centers across these metrics.• Work with internal shared services such as IT and other third-party vendors to maintain an accurate inventory of all RMV Service Centers systems and maintain enterprise-wide metrics of systems uptime and performance.• Coordinate the scheduling and logistics of new business process deployments and systems that affect the Service Center capabilities.

Responsible for driving revenue growth and delivering operational excellence throughout airport operations. I worked in collaboration with the Area Vice President, operations leadership, and my team tosupport business objectives and address performance gaps that lead to improved revenue performance and operational efficiency.• Direct, develop and lead a team of sales performance managers to drive ancillary revenue and excellent service levels at airport locations within the northeast, tri-state and mid-atlantic states.• Manage and Oversee S50M in annual ancillary revenue, driving year over year growth of revenue targets for Avis Budget Groups’s airport rental operations across the Northeast Area of the U.S.• Serve as the subject matter expert aiding the operations leadership to asses, measure, and enhance revenue generating activities, and the penetration of counter sales initiatives.• Develop team’s presentation skills in preparation for quarterly business reviews with the Senior Leadership Team and I.• Oversee product launches, such as integrating new technologies within the service and sales process. Including: Sirius XM, tablets, and charging accessories.• Consult, train, mentor, and operations leadership in areas that include revenue generation, performance issues, and overall sales effectiveness.

• Manage wireless revenue for AT&T Enterprise customers within the mobilitysolutions space (Mobile Devices, Managed Applications, and Data/Voice Services) in the Greater Boston area.• Accountable for the successful execution of territory coverage and key account strategy plans. Responsibilities included meeting and exceeding sales revenue and unit quotas, establishing new accounts, and product knowledge, and ensuring customer satisfaction.• Oversaw projects, such as device refresh programs successfully integrated new technologies to improve processes within organizations.

• Implemented wireless solutions to uncover new business opportunities.• Exceeded monthly sales projections, through sales of product and services.• Consultative selling of AT&T wireless voice and data solutions to mid-market enterprise clients, including account and project management.

• Worked in various departments including: front end, bakery, grocery, produce, and customer service• Supervise and train upwards of twenty team members• Assist store manager with scheduling and managing the front end of retail location• Open and close retail location and cash management and budgeting