• Lead an organization of 950 IT professionals, providing 24/7 engineer support and operational coverage for 450 sites across 21 states, representing 35% of the AMER Region.• Drove 30% headcount efficiency by leveraging Global Service Desk while providing an enhanced customer experience.• Spearheaded a global operational load reduction effort, resulting in a reduction of 350K labor hours through automation, engineering, and the elimination of redundant tasks.• Implemented a grassroots global Innovation Framework while aligning with enterprise-level guided innovation that successfully processed 150 innovative ideas while fostering a culture of continuous improvement.• Act as the single-threaded leader in the AMER region for Global Delivery Services (Last Mile), supporting strategic direction and establishing standards across 859 sites.• Maintained consistent and effective communication with stakeholders in all responsibilities, ensuring clear understanding of objectives and alignment with strategic goals.

• Oversaw IT Services for 198 corporate sites in the AMER Region, managing a team of 900 engineering resources and providing comprehensive on-prem support, infrastructure support, global help desk services, event and services management, IT logistics, and SVP executive support.• Collaborated with Global Real Estate and Facilities to ensure compliance with building health and COVID standards across all corporate sites, prioritizing employee safety and well-being while maintaining building and infrastructure health.• Successfully implemented a standardized warehouse solution utilizing Amazon Global Delivery Services to streamline IT equipment delivery, resulting in a cost saving of $25MM and a 39% increase in timely device delivery.• Developed and implemented strategic initiatives, including infrastructure building heath and customer self-service options through automation, to optimize IT service delivery, resulting in improved efficiency and customer satisfaction.

• Oversaw and managed global engineering resources, network engineers, and Network/System developers ensuring 99.8% uptime of central functions including the Global Service Desk, Incident Command Center, and Infrastructure Operations across all fulfillment and delivery sites worldwide.• Restructured the leadership team in Centralized Services, prioritizing customer satisfaction, key performance metrics, efficiencies, and scalability with a detailed focus on resource allocation.• Developed a first-of-its-kind global surveillance program that utilized the Fulfillment camera system at 561 sites to identify the utilization of social distancing and physical safeguards based on CDC social distancing guidelines. Leveraged Artificial Intelligence (AI) and Machine Learning (ML) to improve accuracy of detection and reporting.• Architected and engineered a global Video Management System life cycle with an automated deployment process and successfully replaced outdated systems at 347 sites worldwide which required coordination and installation of 4K servers. • Implemented a comprehensive global remediation program, identifying, classifying, remediating, and mitigating vulnerabilities, then collaborated with Customer Fulfillment Technology Security to expedite the remediation of critical vulnerabilities on 1,645 global servers.• Utilized quantifiable metrics to measure the success of initiatives, such as a 30% reduction in vulnerabilities and a 20% improvement in incident response time.• Established the first DevOps organization in Centralized Services, focusing on Site Reliability Engineering (SRE) automation that resulted in yearly time savings of 63K hours.

• Designed and implemented an IT Operational Excellence Governance program for AMER, establishing ticket quantity expectations for field IT. This initiative resulted in a 40% increase in ticket volumes per week, leading to improved customer service, resolution time, and time tracking.• Collaborated with Senior IT Leadership to refine and enhance the MDF Container program, successfully implementing the first- of-its-kind in AMER while providing valuable lessons to drive future global deployment standardization.• Led a global deployment program that upgraded over 75K machines from Windows 7/8 to Windows 10, achieving a 99.6% upgrade compliance rate within a 6-month timeline.• Spearheaded the Windows Cloud Print Manager project, centralizing Windows Print Servers in Amazon Web Services to support 8,031 printers worldwide. This resulted in the migration of 86,735 users and the removal of 412 local printer servers, reducing maintenance work and licensing costs.• Revamped the interview process for IT Managers in AMER, implementing a defined strategy and tooling to ensure consistency with the Amazon Technical Bar and Leadership Principles. Provided comprehensive training to the entire interview team.

• Orchestrated the successful removal of global Windows domain controllers by coordinating a cross-functional team consisting of Corporate Systems and Global Operations. This initiative significantly enhanced security measures and reduced organizational technical complexity.• Designed, built, and operated a dedicated North America Rapid Asset Deployment site, streamlining infrastructure stack build- out and implementing automated strategies for end-user equipment deployment.• Engineered and executed an ethernet migration project, upgrading WAN circuit technology and resulting in a 100% to 400% increase in aggregate bandwidth for each site. This project generated $1.8MM in year-over-year annual savings and involved life cycling 90 legacy routers, installing 90 diverse path circuits, and disconnecting old circuits at 45 locations.• Implemented a System Engineer Advanced Mentoring program, providing advanced-level training in AWS, Windows Services, and contributing to significant projects such as vulnerability management, hardware refresh, and new site service builds. This program facilitated the development of Support Engineers into System Engineers.• Developed a new global standard application to automate and standardize the interview process for IT Personnel. This application reduced the length of each interview by 33% and drove consistency in technical deep dives, ultimately enhancing the candidate experience.

• Lead cross-functional teams in supporting enterprise-level Healthcare IT systems, project management, telecommunication, network infrastructure, security compliance, data center operations, and strategic aspects of Information Technology Teams.• Achieved 10 years of 99.9% uptime for voice, data, and core business applications through strategic technological leadership and implementation of best practices.• Served as the Engineering lead architect for the EPIC Systems Electronic Medical Records (EMR/EHR) implementation, maintaining Technical and Epic Certifications to obtain a 10% saving on annual support contracts.• Managed the planning, design, contract negotiation, project management, installation, turn-up, and integration of all data center strategic initiatives, including data center consolidation techniques.• Implemented a Shared Service Center model for delivering tiered Help desk functions, project management, and capacity planning model, resulting in over 95% SLA compliance and improved customer satisfaction.• Led IT acquisition strategies that resulted in multiple acquisitions, growing the physician base by 15% while maintaining healthcare compliance regulations.• Performed TCO assessments and prepared financial analyses to promote technologies and applications, identified business improvement areas and cost savings averaging 30% annually.• Responsible for defining strategy, design, and deploying a $2.3MM upgrade of the telecommunications system while redefining the organizational workflow to align technology and business needs.