Feb 2022 – Mar 2024 · 2 yrs 1 mo · Orlando, Florida, United States

• Global Service Desk & Site Support Solutions Leader
• Serve as the primary executive liaison for overall performance and delivery of Global Service Desk and Site Support services, ensuring seamless, high-quality user experiences across client environments.
• Define and execute strategic objectives focused on improving end-user satisfaction, operational efficiency, and service consistency across geographies.
• Identify and champion opportunities to enhance and expand the service portfolio, delivering measurable value and innovation aligned with customer business goals.
• Lead organizational transformation, evolving team structures and workflows into a high-performing, globally integrated model.

Mar 2017 – Apr 2021 · 4 yrs 1 mo · Orlando, Florida, United States

• Led the strategic transformation of global appliance lifecycle services, delivering significant improvements in customer experience, operational efficiency, and financial performance.
• Defined the long-term vision and roadmap for appliance services; led end-to-end vendor selection, onboarding, and contract negotiations to introduce new partners capable of delivering enhanced service capabilities.
• Drove cost optimization and budget accountability by establishing vendor performance metrics and aligning delivery models with financial goals, improving overall service ROI.
• Managed a global delivery team of Project Managers and Technical Engineers across three regions, ensuring consistent execution and cross-regional collaboration.
• Standardized global project delivery templates, tools, and methodologies, reducing escalations and improving resource predictability and utilization.
• Achieved a 50% reduction in global delivery times through rigorous operational oversight, streamlined workflows, and strategic leverage of vendor capabilities.
• Fostered cross-functional alignment between engineering, operations, and customer success teams to improve end-to-end service quality and satisfaction.

Oct 2014 – Oct 2016 · 2 yrs · New York City Metropolitan Area

• Forged a cohesive global operational support team spanning global theaters by implementing tools and processes to enhance collaborations and motivate.
• Created a 24x7 Service Management framework critical to the successful strategy and management of the 24 global data centers deployed over a three-year customer data center revitalization project.
• Ensured ITIL compliance by standardizing communications and governance to deliver weekly and monthly artifacts and effectively escalate issues to senior leadership.
• Established and fostered positive relationships with customer operational stakeholders to deliver exceptional client service aligned with clients’ business requirements and strategic objectives.
• Realized consistent operational KPIs and drove performance improvements by partnering with senior support and engineering leaders to identify opportunities and implement strategic plans.

Jul 2010 – Oct 2014 · 4 yrs 3 mos · Philadelphia, PA

• Spearheaded service delivery strategy and operations for multi-national clients to plan, implement, and manage diverse services in multi-vendor environments, including Server and Storage, Network, Service Management, Site Services, Service Desk, Security Services, and Application Support.
• Delivered a 10% revenue increase in the first year, as the result of identifying lost revenue, reducing operating costs, and managing sales budget to meet forecasted targets for $16M in annual revenue.
• Directed complex, high-profile projects through the full project life-cycle, including datacenter relocation and inpatient clinical system refresh, managing multiple vendors, and matrixed global teams.
• Exceeded SLAs to achieve record customer satisfaction by significantly reducing outages, managing data protection in compliance with external requirements, and adhering to a strict ITIL framework.

Mar 2007 – Jul 2010 · 3 yrs 4 mos · Philadelphia, Pennsylvania, United States

• Achieved project and program deliverables and SLAs, leading total service delivery for multiple clients in the public and private sectors, and as the Project Manager for several internal projects.
• Established immediate program success by aligning stakeholders and expectations as the facilitator of project kick-off meetings for newly won business.
• Analyzed customer feedback and liaised with clients to understand challenges and implement solutions that ensured the delivery quality services spanning a broad service portfolio.
• Supported talent acquisition and management, recruited, developed, and retained top technical and professional talent through strategic recruitment and collaboration with HR to craft a comprehensive performance management system.