Louis Dreyfus Company

Responsible for global end-user compute (desktop), unified communications (audio, video, meeting), mobile device management, directory and messaging services and Office 365.  Manage global Microsoft and unified communication agreements and services.  North America infrastructure operations.
•	Continuing to lead global modern workplace strategy and projects
•	Transforming infrastructure operations within the region

Global Head of End-User Productivity and North America Infrastructure Operations (Regional CTO)

Responsible for global end-user compute (desktop), unified communications (voice, video, meeting, collaboration), directory, messaging and O365 services.
•	Established central directory and messaging services functions, re-structured the team, outsourced the ‘run’ to a managed service provider, initiated a 3-year stabilization initiative to address operational risks and reduce threats. Reduced AD infrastructure by 40%
•	Transformed Global Unified Communications management.  Oversight of MSP RFP, transitioned from 5 regional MSPs to single global MSP; standardized and improved operating services under defined KPIs and improved SLAs while reducing costs. Leading UC Next Generation strategy and implementation.
•	Instituted stronger project and program controls and reporting; program/project dashboards with KPIs, conducted monthly steerco meetings, monthly project updates for global and regional IT stakeholders, IT communities established to harmonize across regions.
•	Developed a Digital Workplace strategy of Cloud Office, Desktop & Mobility, Digital Culture and Self Service; aligned all projects, program lifecycle roadmaps and budgets to the strategy, presented to key suppliers to strengthen partnerships.
•	Migrated 3500+ users and devices to a modern enterprise mobility solution; improved application and data protection, drove adoption of mobile apps, and provided foundation for bring-your-own-mobile. 
•	Directed the build and accelerated 9-month deployment of Windows 10.

Global Head of End-user Services

WSP | Parsons Brinckerhoff

Responsible for global IT service management process and platform strategy and operation.  In parallel, leading America’s regional end-user IT service and support; 7000 users, 160 offices, staff of 67, off-shore outsourced team of 12.  Business go-to escalation point for all IT service delivery inquiries and issues.  Oversee and authorize all IT end-user communications.
•	Directed an accelerated migration and integration of 4 US IT platforms into a single unified US IT platform; 1700 users & computers, 46 offices in 3 months. 
•	Led the consolidation and integration of 3 help desks to a single and optimized U.S. IT service desk and IT field support model; improved user support while saving $600K annually.
•	Implemented and streamlined hardware asset management through discovery and lifecycle controls; improving lease returns by 50%, improved asset controls for equipment refresh
•	Formalized and optimized business-IT processes such as Bring-Your-Own-Mobile, joiner/leaver, legal hold/eDiscovery; providing consistency, accountability and transparency.
•	Instituted monthly KPI metric reporting of IT support services; greater transparency into IT service delivery and constraints.

Senior Director - IT Service Management Americas

Responsible for the overall enterprise-wide effectiveness and efficiency of the firm’s IT service and support operations (under the general direction of the Global CIO), overseeing US IT service desk, client/field support services, service operations and service controls.
•	Transformed the Service Desk: employee self-service, first contact resolution, dedicated and centrally managed team, and incident ownership.  Improved First-Contact-Resolution from 36% to 78%; significantly improved end-user satisfaction, now 97%.
•	Standardized ITIL processes; change, incident, request fulfillment, problem, knowledge, asset & config
•	Optimized IT field services staffing model based upon visual geo-mapping against key metrics which led to a phased staffing plan that was finally completed in 2016.
•	Member of the executive management team during company sale and purchase process.  Assisted with key data collection, buyer assessment questionnaires and inquiry meetings.
•	Member of the IT Leadership team during a time of significant re-organization; restructured IT into a service model, normalized management layers, formalized job descriptions with SFIA ratings.

VP - IT Service Management

Leadership of infrastructure and operations services in support of global IT shared services systems (Oracle ERP, Financials, HR, Directory Services, Collaboration, ServiceDesk) across two data centers while leading global infrastructure strategy, standards and projects across regional infrastructure teams; resulting in improved service efficiencies and effectiveness.  Global vendor and contract management
•Leadership and oversight of design, architecture and technical deployment of a global Knowledge Share and Collaboration platform (Microsoft SharePoint, AD federation of 9 AD forests) servicing 55,000 staff with solutions to capture business knowledge, publish content, and enable project and team collaboration ($12M IT spend over 3 years).
•Represented Parsons Brinckerhoff division, 15,000 staffed organization and 170 offices globally, in support of a global network strategy and transition in collaboration with 19 other Balfour Beatty operating companies with a goal to connect 55,000 staff on an optimized and secure global network (over 1100 sites, $24M annual spend).
•Led an IT cost transparency initiative across 6 IT groups and 30 cost centers to capture all IT spend.  Benchmarked across the organization and the industry while presenting cost efficiency initiatives and service changes.
•Established service review meetings and service improvement initiatives with Verizon; significantly improving communications, problem resolution and overall service delivery of WAN and security services.
•Oversight and accountability of Service-Now.com service transition.  Eliminated multiple service desk applications, standardized ITIL processes and established an IT service catalogue with employee self-service.
•Outsourced and off-shored IT operations, freeing up full-time engineers to transition to system engineering roles; addressed staff shortage; added IT services, reduced operational costs and inefficiencies.

Director - Enterprise IT Infrastructure & Operations Management

XL Capital

Project leadership and process improvement across IT Infrastructure and Operations teams (systems engineering, database, application support, network operations, database, data center management) in North America, UK and Switzerland.  Finance and cost reduction controller; $32MM budget.  ITIL, SOX, security and audit compliance coordination and governance.
•Instituted a production readiness and operational testing process for all applications/servers entering the production environment; eliminating gaps in production controls, ensuring uptime.
•Directed the inventory and documentation of test strategies for 50 infrastructure components; addressing change management process deficiencies.
•Co-authored and deployed a global release and deployment management policy.

Assistant Vice President, Global Production Control Management

Leadership and management direction over global operations of server applications, Citrix applications & infrastructure, enterprise job scheduling and performance & capacity; 160 business solutions globally (US, Bermuda, UK, Switzerland) with staff in US and UK.  Provided staffing and project oversight to over 30 concurrent projects.  Directed systems integrations as a result of business mergers and acquisitions.
•Standardized and improved the application release and deployment process; improved quality of releases, shorter release windows, fewer roll-backs, reduction in change conflicts.
•Architected, developed business case and oversight to a global web application consolidation strategy; simplifying administration, adding redundancy, reducing costs, increased capacity; savings of $200K.
•Directed the development and completion of system Run Books for 68 critical business systems; improved system availability and reduced MTTR.
•Owned and directed the inventory and migration efforts of over 100 business applications in support of a data center migration.

AVP, Global Application Services Management

Management oversight to global functions of application support services, directory services, performance management, enterprise job scheduling and systems management, NA Data Center Management ( 3 data centers, 35 branch offices).  Partnered with service delivery managers to grow the team and extend domestic IT services globally by adding staff in London to cover Europe and Asia Pacific users.  
•Centralized Citrix support across the globe under one team, retired many legacy farms and deployed a consistent Citrix infrastructure in 4 regions; saved the company $300K annually.
•Staffed and managed a Directory Services team to deploy a One Identity infrastructure on RSA and Oracle Core ID technologies; centralized authentication, eliminated multiple logins and improved security.
•Deployed an Enterprise Systems Management solution (1400 servers, 75 locations, 40 countries) which provided visibility of service interruptions; improved incident management efficiencies by more than 50%.
•Developed, presented to management and deployed a performance & capacity management strategy

AVP, Global Operations Management

Managed IT help desk, telecom, desktop management and business segment applications.  Worked closely with management to transition segmented and regionalized IT teams to a global technology services organization.  Defined core application services functions within the reinsurance segment to be the framework for a global shared service team.  
•Recommended, obtained approval for, and implemented an enterprise job scheduling solution (Autosys) that was feature rich and improved operating controls and efficiencies.  Today the environment runs approximately 850,000 jobs monthly. 
•Researched, orchestrated vendor demos, led vendor selection and implemented an electronic document management solution (Documentum); retired an unsupported legacy system while providing a more robust solution with improved functionality; now the company standard.

AVP, Reinsurance Operations Management

SmartServ Online

[Application Service provider for financial market data and news via wireless devices]
Directed infrastructure management to build out US and Hong Kong’s infrastructure and a data center while staffing subject matter experts to transition ownership internally from HP Services.  Developed and advocated key corporate policies and procedures such as Information and Network Security, Disaster Recovery, Change Management and Service Level Agreements.

Director, Operations and Infrastructure Management

Priceline.com

Directed the infrastructure build out of an ecommerce site in 3 months.  Administered website application and infrastructure support and problem resolution.  Streamlined application release and deployment processes.

Director, IT Operations and Infrastructure Management

Pepsi Cola North America

Managed Oracle, Sybase, Data Warehouse administration and Performance management teams (staff of 25).  Directed the initial architecture and implementation of Pepsi’s Sybase and Oracle environments and a multi-terabyte Data Warehouse.  
•Defined and streamlined critical database management procedures and utilities; reduced maintenance times by 75%.  
•Directed critical application performance benchmark tests both internally and off-site at HP testing centers, which ensured proper hardware sizing and database configurations while maintaining project schedules.

Senior Manager, Database Infrastructure Management

Responsible for global IT service management process and platform strategy and operation.  In parallel, leading US end-user IT service and support.
•	Directing an accelerated migration and integration of end-user computers into a unified US IT platform; 7000 users, 160 offices in 3 months. 
•	Led the consolidation and integration of 3 help desks to a single and optimized U.S. IT service desk and IT field support model.
•	Implemented and streamlined hardware asset management through discovery and lifecycle controls; improving lease returns by 50% while providing estimated cost for aged computers as input into 2016 budgets.
•	Formalized and optimized business to IT processes such as joiner/leaver and legal hold/eDiscovery; providing consistency, accountability and transparency.
•	Instituted monthly KPI metric reporting of IT support services.

Database Manager

Senior Database Administrator

GE Energy

Systems Analyst/Programmer

Extensive IT operations and infrastructure experience delivering and supporting business critical solutions across a broad spectrum of industries.  People management skills in building and directing technology and support teams in a global organization.  Proven successes in managing complex system implementations and projects with an ability to provide improved efficiencies and operating controls through process improvements.

Specialties: Staff Management and Development
Strategy Planning
Program & Project Management
Budget & Finance
SOX Risks and Controls Compliance
ITIL Process Implementation
Data Center & Network Management
Disaster Recovery Planning & Testing
Vendor Management
Outsourcing and Offshoring
Mergers, Acquisitions and Divestitures

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