May 2025 – Present · 10 mos

• Printer Technology Lifecycle Care (TLC) program owner
• Integrate new products and services into the TLC portfolio
• Effectively manage existing TLC programs
• Enable transition to a tiered support model

Jun 2023 – Apr 2025 · 1 yr 10 mos

• Founding member of the Google Enterprise Support AI & ML team: Established team vision, set strategic priorities, secured cross-functional support, and implemented initial operating procedures.
• Developed and launched the formal ML Rating service: Created SOPs and rubrics, onboarded/trained 70+ contributors for human evaluation tasks, and led initial rating projects before handover to a dedicated lead.
• Contributed significantly to the creation and rollout of a mandatory, organization-wide AI learning curriculum.
• Initiated and led the Trust & Psychological Safety Working Group: Assessed organizational needs via stakeholder engagement, piloted solutions in EMEA (~60% participation), established core pillars with owners, and instituted monthly progress reporting.

Nov 2022 – May 2023 · 6 mos

• Founding Tech Lead, Asset Lifecycle & Management - Google Enterprise Support
• Established and led the first Asset Lifecycle and Management team within Google Enterprise Support, defining its scope and onboarding key personnel.
• Spearheaded multiple global hardware reclamation campaigns for end-of-life/unused equipment, recovering over $XX million in hardware assets.
• Created and standardized the end-to-end machine lifecycle process for Google's personal compute devices globally.
• Developed and drove the implementation of a new global shared desk model supporting Google's transition to flexible work, standardizing IT equipment, booking tools, and support experiences across all sites.
• Managed the shared desk rollout, achieving nearly 200,000 desk bookings with an exceptionally low (<1%) escalation rate through robust compatibility testing and new vendor SOPs/SOWs.
• Successfully transitioned the shared desk program from pilot to a fully operational, vendor-run model.
• Architected the framework, defined roles & responsibilities, and wrote the job description for a new Domain Tech Lead role, embedding engineering best practices across the Enterprise Support organization.

Sep 2013 – Nov 2022 · 9 yrs 2 mos

• Strategic Leadership & Process Optimization
• Spearheaded the Global Remote Office Support Group, defining and implementing a new strategy to align support for 20k+ users across 100+ global offices, securing stakeholder buy-in and driving successful transition.
• Created and implemented the first globally standardized lifecycle ownership process (planning, deployment, maintenance, decommissioning) for corporate office UPS systems.
• Developed and drove adoption of global Rules of Engagement (RoE) guiding interactions between operations teams and the Techstop organization.
• Designed efficient project workflows and owned the cross-team engagement process, ensuring smooth execution for large-scale technical initiatives.
• Co-founded and co-led the Infrastructure Service Team, significantly improving collaboration between operations and core infrastructure specification, build, and ownership teams.
• Optimized EMEA remote onboarding processes; successfully scaled improvements globally within a major cross-functional initiative revamping Google's new hire experience.
• Project & Operational Management
• Led complex, global infrastructure projects: Network refresh (130+ offices), Security server replacement (350+), Sensor deprecation (~50), Fax-to-VoIP migration (~70), and Wi-Fi AP swap (~9000), optimizing the AP process to save an estimated 70 labor days.
• Managed IT infrastructure (networking, telephony, VC, office builds/expansions) across multiple EMEA & African offices, resolving critical operational issues.
• Served as the EMEA IT Representative on the Merger & Acquisition (M&A) integration team.
• Rapidly assembled and led a dedicated team providing critical white-glove IT support during a large-scale Oracle-to-SAP finance system migration.

Feb 2012 – Sep 2013 · 1 yr 7 mos

• Acted as the primary onsite technical Point of Contact (POC) for all Mergers & Acquisitions (M&A) in Germany, including IT infrastructure assessments (VPN, WiFi, Video Conferencing) and developing tailored on/off-boarding procedures for acquired entities.
• Served as the lead IT Point of Contact (POC) for office build-outs in Hamburg and expansions, managing server room infrastructure upgrades and installations.
• Collaborated on functional conference room design and oversaw the technical commissioning and deployment of all new video conferencing spaces across in Hamburg.
• Provided dedicated Tier 1/2 onsite technical support, resolving hardware, software, and network issues for all personnel within the Hamburg office.
• Led and executed the end-to-end macOS migration project across all German offices, encompassing planning, deployment strategy, testing, user training, and post-migration support.
• Managed and significantly streamlined the IT new-hire onboarding process for all German offices (excluding Munich).
• Standardized hardware deployment, account credentialing, and onboarding timelines across multiple remote locations.
• Developed, verified, and maintained comprehensive technical documentation, including onboarding guides and training materials to support new hires and technology rollouts.