PEOPLE | PROCESS | TECHNOLOGY | RESULTS
Thirty years in technology, including nearly two decades leading teams across enterprise IT operations, service delivery, infrastructure, digital workplace, major incident management, governance, and transformation.
ABOUT ME
I've spent 30 years in technology, and the work I'm most proud of has a common thread: people can feel the difference when technology operations work well.
I've led infrastructure operations, service delivery, end-user technology, major incident management, vendor operations, governance, automation, and modernization across environments ranging from a growing contractor to a 276+ location retail enterprise and a 60+ site manufacturing network supporting 17,000+ users.
My approach combines operational discipline with the technical fluency to ask the right questions, challenge assumptions, identify risk, and make informed decisions while keeping engineering ownership with the specialists closest to the technology.
Technology changes constantly. The fundamentals of good operations don't: clear ownership, measurable performance, disciplined execution, resilient systems, capable people, and accountability for outcomes.
EXPERIENCE
Serve as the sole technology leader for a growing construction-services company, leading technology strategy, architecture, operations, governance, investment planning, digital workplace, automation, vendor management, and scalable operating standards.
Led a 28-person, regionally dispersed technology operations organization supporting 3,400+ users across 276+ stores, five design studios, five distribution centers, and corporate headquarters, with accountability spanning infrastructure operations, service delivery, end-user services, digital workplace, asset lifecycle, major incidents, and automation.
Led 21 senior infrastructure and operations professionals supporting 17,000+ users across 60+ manufacturing and corporate locations in a 24×7×365 environment, including infrastructure operations, end-user technology, disaster-recovery readiness, lifecycle planning, incident response, and vendor performance.
PEOPLE & ORGANIZATIONAL LEADERSHIP
I believe strong technology organizations need more than capable individuals. They need deliberate systems for developing people, transferring knowledge, building leadership depth, recognizing excellence, and creating clear accountability.
I built development and performance programs that gave team members structured ways to learn from one another, expand beyond their current roles, prepare for leadership, earn internal credentials, and understand exactly what strong individual and team performance looked like.
Peer-to-peer mentoring and knowledge sharing that turned individual expertise into broader team capability, strengthened cross-training, and reduced dependency on isolated subject-matter knowledge.
Structured engagements with cybersecurity, network, systems, database, ServiceNow, development, and other technical teams so employees could build relationships, learn adjacent workflows, and expand their technical perspective.
Leadership-development training for technical leads and subordinate managers focused on coaching, communication, accountability, decision-making, team leadership, and readiness for greater responsibility.
Commissioned a browser-based training and organizational certification program with structured learning paths designed to strengthen role knowledge, standardize development, and validate operational capability.
Defined Individual Performance Obligations and Team Performance Obligations across service ownership, SLA performance, queue health, backlog and aging, resolution quality, escalation discipline, customer experience, knowledge contribution, and continuous improvement.
Created a monthly individual recognition award celebrating exceptional service and performance, reinforcing the standards, behaviors, ownership, and customer focus expected across the organization.
PERFORMANCE ENVIRONMENT
PROVEN IMPACT
SELECTED TECHNOLOGY LEADERSHIP PORTFOLIO
FLAGSHIP CASE STUDY
Program Architecture • Infrastructure • Resilience • Security • Operational Readiness
At a site operations director's request, authored the technology program for a global third-party logistics provider's 100,000+ square-foot greenfield bonded cargo facility, including a 66-page program architecture, an execution volume, and an integrated schedule, workforce, and cost workbook for executive leadership review.
The broader sanitized program architecture connects an 84-week integrated schedule, 13 technology domains, 16 governance gates, investment controls, cybersecurity, physical security, vendors, staffing, acceptance evidence, regulatory readiness, hyper-care, and permanent operations.
Co-led the Enterprise Incident Management Playbook and formal incident-command model, strengthening severity standards, bridge roles, executive communications, restoration governance, root-cause analysis, corrective actions, and transition into Problem Management.
27% lower MTTR • 40% fewer repeat incidents
Rebuilt enterprise support governance across ITSM, queue ownership, escalation, knowledge, service measurement, shift-left practices, team accountability, automation, and customer experience.
98% CSAT • 98%+ SLA • 84% FCR
Led Intune and Windows Autopilot adoption and integrated Moveworks AI with ServiceNow, Microsoft 365, Workday, and Coupa to improve provisioning, endpoint compliance, first-contact resolution, self-service, and workforce productivity.
>70% faster provisioning • 96%+ endpoint compliance
Directed the operational side of national SD-WAN and wireless modernization, monitoring, lifecycle governance, vendor performance, escalation, and service continuity across a large distributed environment.
~99.9% availability • 47% fewer network incidents
Redesigned joiner, mover, and leaver asset governance with timed escalation, returned-asset certification, recovery controls, compliance, and financial accountability.
<10% → ~97% post-separation asset recovery
Co-led consolidation of three legacy systems into SAP S/4HANA across 60+ manufacturing and corporate locations supporting 17,000+ users, and later aligned operational readiness and support transition for Oracle Cloud ERP, Salesforce CRM, Manhattan Active WMS, MobileIQ, StorageBuy, and point-of-sale platforms.
PROFESSIONAL WORK SAMPLES
Browse selected, sanitized work by leadership domain. Open the portfolio index for the full guide, or choose the sample most relevant to the responsibilities you're evaluating.
Incident & Problem Management
Incident-command structure, severity governance, escalation, communications, restoration discipline, and post-incident controls.
Operational Resilience
Continuity planning for maintaining critical communications when primary channels or dependencies are impaired.
Technology Governance
Decision rights, operating controls, accountability, standards, risk management, and governance cadence.
Leadership & Team Development
Capability development, succession planning, performance expectations, coaching, and organizational readiness.
IT Operations & Service Delivery
Service-performance improvement, operating discipline, measurement, accountability, and customer-experience outcomes.
Digital Workplace & Workforce Lifecycle
Joiner, mover, leaver workflow, endpoint lifecycle, automation, provisioning, compliance, and workforce readiness.
Asset Lifecycle & Financial Control
Lifecycle governance, recovery controls, accountability, compliance, financial protection, and disposition.
Program & Project Leadership
End-to-end technology architecture, integrated roadmap, infrastructure, security, resilience, governance, cost, staffing, acceptance, and operational transition.
EXPERTISE
ITIL 4 • Incident • Major Incident • Problem • Change • Request • Knowledge • SLA/XLA/KPI Governance • CSAT • CMDB • ServiceNow • KCS • Business Continuity
Enterprise Infrastructure • Network Operations • SD-WAN • Microsoft 365 • Entra ID • Intune • Windows Autopilot • Conditional Access • Endpoint Engineering • Asset Lifecycle
SAP S/4HANA • Oracle Cloud ERP • Cloud Transformation • IAM/PAM • AI Enablement • RPA • Systems Integration • Data Governance
IT Portfolio Management • Multi-Year Planning • CAPEX/OPEX • Forecasting • Business Cases • FinOps • Strategic Sourcing • Contract Negotiation • Licensing • MSP Governance • QBRs
Incident Command • Root-Cause Governance • Disaster-Recovery Readiness • Degraded-Mode Operations • Escalation Management • Operational Acceptance • Hyper-Care
Organizational Leadership • Coaching • Succession Planning • Peer Mentoring • Cross-Functional Development • Leadership Pipeline • Learning & Certification • Performance Management • Recognition • Executive Communication
EDUCATION
Georgetown University
4.0 GPA • Honors Graduate
Herzing University
4.0 GPA • Summa Cum Laude
CAREER MATERIALS
The portfolio provides the deeper story behind selected programs, transformations, and operating results. The résumé provides complete chronology, scope, education, technologies, and additional experience.
CONTACT
I'm interested in conversations about IT operations, service delivery, infrastructure, digital workplace, technology transformation, and organizations working through complex operational challenges.