* Sole accountability for all building management (IoT) and security system servers (e.g. physical access control, surveillance, visitor management, and two-way radio) globally across all of Google * Led cross functional collaboration between Global Security, Global Data Center Security, and REWS (Real Estate & Workplace Services) to transform the way Google manages its third-party services - improved overall robustness (performance, availability, and resiliency) and management through effective vendor management, automation, cloud migration, change control, and service orchestration* Scaled systems through extreme ( >600%) growth of: Physical access control, Surveillance, Visitor Management, Two-way Radio, and IoT (smart buildings)* Reduced Global Data Center (GDC) technology deployment time by 70% and eliminated bottlenecks affecting Facility Ready (FR) and First Day of Business (FDOB)* Hired and grew managers and engineers from L3->L6 across several ladders (SWE, SRE, SDE, SDEM, TPM, and PgM) within Google and through Director+ at other companies

* Significantly improved uptime, performance, and scalability across all physical security servers connected to all buildings and data centers globally.* Scaled systems through extreme ( >600%) growth of: Physical access control, Surveillance, Visitor Management, Two-way Radio, and IoT (smart buildings)* Reduced Global Data Center (GDC) technology deployment time by 70% and eliminated bottlenecks affecting Facility Ready (FR) and First Day of Business (FDOB)

* Responsible for Techstop (Google's version of IT helpdesk) for the largest and fastest-growing region globally - customer base doubled in size during tenure while my org was able to manage with negative growth* Mentored org of 100+ engineers and managers as a part of the IT resident program (ITRP) - a 26 month program providing residents with experience in how Google does IT along with a rotation to live and work in multiple global locations for several months* Helped many engineers make the transition from ITR to FTE and helped grow FTE engineers and managers evidenced through multiple levels (1-6) of promotion and ladder transfers (SWE, SRE, TPM, PgM, and COE)

* Responsible for full production infrastructure (servers, storage, databases) across all on-prem and cloud (AWS) services with an org of ~40 (TechOps, DevOps, and DB) engineers * Built out three new datacenter colocation facilities with cost optimization considered throughout * Comprehensive reengineering of practices & culture leading to significant performance and reliability improvements

* Built complete engineering program on the success of the maintenance program created in previous role* Greatly improved stability and reduced operating costs of SEVEN’s products* Increased end user and carrier/ODM/OEM) customer satisfaction

* Developed paid support model resulting in over $1M in revenue* Tool optimizations and establishing follow-the-sun support leading to significant cost savings* Implemented incident response on-call processes and playbooks to provide 24x7x365access to live support personnel expediting resolution of high severity issues* Created and managed a global cross-functional maintenance program* Established ongoing effort to define and regularly present accurate metrics for Support and Maintenance related data

* Responsible for initial creation and development of consumer (end-user) global support organization* Developed offshore teams for tiers 1 & 2 with a local team performing tiers 3 & 4* Developed and enforced support process and policies for entire company including implementing support CRM, product management, and integration with JIRA and Confluence* Stepped in as interim manager of quality assurance (QA) for 5 months while interviewing candidates* Developed community support strategy including forums, GetSatisfaction(Sprinklr), and Twitter support* Developed and evolved strategies for the future direction of support services

* Responsible for initial creation and development of Tier-4 mobile carrier focused global support organization. Hands-on technically demanding role with strong emphasis on mobile and network technologies. Extensive troubleshooting required expert-level knowledge of a broad range of disciplines.* Project management of key technical support initiatives (e.g. new hire training program, internal web redesign, knowledgebase and CRM initiatives, worldwide integration of Customer Satisfaction software system)* Monitored and evaluated team for continuous improvement of service levels* Collaborated with software development teams and quality assurance teams on technical support and customer issues

Various engineering roles at Business Objects, NetObjects, and ViaFone