Leading transformation efforts to modernize the Service Desk, Enterprise Systems Operations, and the Service Management functions.• Establishing the Service Desk strategy and operating model to increase first call resolution, reduce mean time to repair, and improve overall customer satisfaction by leveraging an outsourced Tier 1 team and insourced Tier 2 model.• Developing consolidated Enterprise Operations function to provide 24x7x365 support for all enterprise applications.• Leading the develop of key service management processes and measures.• Leads the ServiceNow platform team to enable core service management, configuration management, asset management, security and risk management operations, and employee portal functions.

Led Marriott’s Global End-User Computing Engineering and Operations team, Global Service Desk, and Application Help Desks• Led a global team of approximately 860 associates and service provider staff focused on developing services enabling users to access any service, any time, from any device.• Led transformation from private to public cloud for Marriott's virtual desktop environments supporting ~15,000 users globally.• Managed the relationship between Marriott’s Property Operations, Digital Business, Application Development, and the Global Workplace Services team ensuring alignment of project deliverables and key operational activities.• Managed 255,000 discrete system end-points and 50,000 unique mobile devices.• Led the enterprise-wide system and security patching program ensuring systems and devices are both secure and supportable.• Led Marriott’s Office 365 implementation including relationship and contract management, technology roadmap development, and daily operations activities

Led the Marriott’s 24x7x365 Operations Teams, Service Management Process and Governance, ServiceNow Strategy and Governance, and Marriott’s Disaster Recovery Program. Specific results include:• Led a global team of 190 associates and service provider staff supporting service management and operations at the enterprise and property levels.• Led the Marriott Technical Operations Center (MTOC), a 24x7x365 global incident response organization Key 2019 results include-o Reduced the number of availability-impacting incidents by 24% YoY;o Improved the Mean Time to Restore (MTTR) service by 41% YoY; o Avoided 116 incidents from impacting availability by developing incident avoidance procedures; o These achievements collectively resulted in the YoY savings of an estimated $93M of reservation revenue.• Leads the development, implementation, and governance of Marriott’s Global IT Service Management Program, blending the ITIL framework with DevOps best practices.• Leads the Marriott’s ServiceNow program, specifically:o Defining roadmap in collaboration with business, security, and technical stakeholders.o Leads Marriott’s Global Configuration Management Database initiative, including service mapping for all vital applications.o Leads the contract and relationship management aspects on behalf of Marriott.• Led Service Management and Operations teams in developing a Knowledge Management discipline – centralizing standard operating procedures and key ITSM artifacts.

Led the Marriott Technical Operations Center with a focus on service strategy, process standards, and operational improvement. Specific results include:• Developed and implemented the organizational and operational restructuring plan for a combined Tier One and Tier Two Technical Operations team.• Accountable for $21.6M annual budget – managed to less than 1% favorable variance in 2017.• Led team in development of key operational processes and procedures based upon ITIL framework, industry best practices, and Marriott collaborative experience. In 2017, these process and procedures resulted in a 30% reduction in major incidents and a 40% reduction in the time to resolve incidents.• Led team in implementing an enterprise response platform to speed incident response until new enterprise standard, ServiceNow, was available. • Evolved incident management from a reactive to predictive approach through the use of data analytics tools including Sumologic and Microsoft Power BI.

Led the Critical Systems Management, Infrastructure Delivery Project Management Governance, and Infrastructure Governance teams. Specific results include:• Led direct report, matrixed, cross-functional and outsourced teams in overall operational management of Marriott.com, Marriott Mobile, the PURE Reservation System, and the Digital Services API Platform resulting operational stability improvements year-over-year.• Led project and operational efforts for Marriott.com, Marriott Mobile, PURE Reservation System, and the Digital Services API Platform with iT Plan, Build and Application Run teams, as well as, with Business Leadership.• Developed the plan and led the effort to consolidate the distributed Infrastructure Delivery Project Management associates into a single organization resulting in increased consistency and better utilization of resources. • Led all Infrastructure Delivery Audit efforts including SSAE16/SOC1/SAS70 and Sarbanes-Oxley audits.• Accountable for $27.6M annual budget – managed to within 1% variance in 2015.• Renegotiated the Akamai Content Distribution Contract resulting in a savings of $1M across the two-year contract term.

Led the Critical Systems Management, Infrastructure Delivery Project Management Governance, and Infrastructure Governance teams. Specific results include:• Led direct report, matrixed, cross-functional and outsourced team in overall operational management of Marriott.com, Marriott Mobile, the PURE Reservation System, and the Digital Services API Platform resulting in availability meeting or exceeding established SLA targets.• Coordinated project and operational efforts for Marriott.com, Marriott Mobile, PURE Reservation System, and the Digital Services API Platform with iT Plan, Build and Application Run teams, as well as, with Business Leadership.• Established the Infrastructure Delivery Project Management Governance team, comprised of both direct report and matrixed associates, resulting in the development of standards and processes used to deliver approximately $10M of project infrastructure.• Led the development and deployment of the first Infrastructure Service Catalog and the associated Service Currency roadmaps to provide a better understanding of the services available from Infrastructure Delivery.• Accountable for $18.5M annual budget – managed within 2.5% variance in 2014.

Led service delivery and assurance programs for key eCommerce customer-facing applications with a focus on availability, resiliency, and responsiveness. Specific results include:• Accountable for overall availability, performance, and resiliency of Marriott.com, Marriott Mobile, PURE, and the collective Business to Business (B2B) applications and infrastructure.• Led technical operations efforts for Marriott.com, Marriott Mobile and the PURE reservation system.• Acted as the customer advocate for the Application and Business teams within the Infrastructure Organization.• Led the Marriott.com Technology Re-architecture initiative which resulted in improved overall site availability from 99.964% (2011) to 99.992% (2012)• Managed $19.8M annual budget supporting Marriott.com, Marriott Mobile and the B2B applications, creating and presenting reports that detail current state and activity.• Led the development, deployment, and regular exercise of the disaster recovery plan for Marriott.com.• Implemented ITIL-based service management processes and led the implementation and operational governance efforts for Marriott.com, Marriott Mobile and the PURE reservation application• Established operational process and documentation consistency with direct report, matrixed, cross-functional and sourced staff for delivering and maintaining supported applications in production environments.• Established and maintained strong working relationships with Marriott Application Services, Marriott Business partners and external vendors to ensure that applications were supportable in the respective production environments using metrics and key performance indicators.

Managed the financial and business operations for the Security Operations organization, ensuring that program budget forecasts and actuals were accurate and new contract bids were realistic. Specific results include:• Managed a $14M annual budget supporting all program security operations for TASC contracts.• Represented the Security Operations organization in all contract bid activities resulting in the acquisition of $90M in new contract wins.• Managed external vendors and subcontractors to ensure performance and costs were acceptable with established contracts.

Responsible for management and training for all individuals involved in implementation and operational support of wide area and satellite networks. Specific results include:• Led classified system security compliance efforts supporting contracts valued at $135M with the Department of Defense and numerous Intelligence agencies resulting in a 100% compliance rate.

Led the domestic and international Service Delivery and Tier 2 and Tier 3 support organizations serving both internet start-ups and established Fortune 500 companies. Specific results include:• Led a 24x7x365 technical operations team of 4 managers and 110 supervisory and technical staff located in the United States, United Kingdom, and Japan.• Led construction of world class data centers in San Jose, California and Beltsville, Maryland adding 200,000 sq. ft. of data center and office space.• Led the development of a repeatable approach to efficiently and consistently build data center space in London, Frankfurt, Paris, Tokyo, Somerset, and Ashburn.

Led the Service Delivery and Tier 2 and Tier 3 teams for the company’s east coast operations. Specific results include:• Led a team of 25 technical and supervisory staff supporting the company’s two east coast data centers.

Led the development of service offerings to include pricing for the company’s server, network, storage and streaming media product lines. Specific results include:• Led the development and ensured supportability of the company’s Intel-based server, network, storage, and streaming media product lines.

Provided desktop support for local and remote users, developed custom applications, and led all infrastructure operational accountabilities. Specific results include:• Ordered, built, and supported all desktop, server, and telecommunications equipment used by headquarters and field staff. • Transformed a legacy 3COM LAN environment to modern Windows NTAS/WFW environment.• Introduced the first agency internet connection and provided training for all users - local and remote.• Developed custom applications and associated databases supporting both internal and external

Performed analysis of imagery from both handheld and aerial platforms.