Aug 2025 – Mar 2026 · 7 mos · Plano, Texas, United States

• Leading AI Transformation: Serving as an influential technical lead and mentor for ChatGPT Enterprise, and a key leader on the AI project team that earned the 2025 Chairman's Choice AI Innovation Award.
• Strategic Architecture Ownership: Directing ownership of the full employee device management ecosystem, including Admin By Request, automated application patch management (Patch Manager Plus), Jamf, and Intune. Functionally responsible for employee IT processes related to onboarding, transfers, and terminations.
• High-Performance Global Service: Leading a geographically dispersed organization (USA and India), including managers and senior technical resources, to oversee an IT Service Desk and Unified Communications that consistently achieves high CSAT and SLA adherence.
• Data-Driven Command: Leveraging deep data fluency by using Snowflake and Power BI for corporate data analysis and dashboarding, including the development of AI-integrated solutions.

Jul 2022 – Aug 2025 · 3 yrs 1 mo · Plano, Texas, United States

• Lead global enterprise service desk responsible for 24x7 technical support, asset lifecycle management, software licensing, employee onboarding/offboarding, privileged access management, knowledge management, and mobile device management. Team members consist of IT Support Technicians, Unified Communications Engineers, and System Administrators, supporting a worldwide workforce of 2,500 end-users
• Fostering a high-performance culture that consistently delivered customer satisfaction ratings exceeding 99% and maintained service level adherence above 95% across all services
• Drive continuous improvement across the organization through the implementation of ITIL v4 best practices, Agile methodology, Lean Six Sigma tools, root-cause analysis, and a customer-focused approach to ITSM processes
• Lead the design and enhancement of IT processes and internal audit controls, ensuring full compliance with Sarbanes-Oxley (SOX) and additional customer requirements
• Recognized as a leader of a highly-engaged team via annual employee engagement survey in 2023

Oct 2021 – Jul 2022 · 9 mos

• Managed Knowledge Centered Service (KCS), Release Management, and Continuous Service Improvement (CSI) for Schwab's Workplace Technology, serving 30k+ users.
• Developed and implemented a comprehensive knowledge management strategy for Workplace Technology, resulting in a "zero defect" knowledge base through KPI monitoring and Tableau dashboards (leveraging SQL).
• Designed and implemented a cross-departmental continuous improvement process with an "idea" intake mechanism, streamlining IT processes, products, and services based on employee feedback.
• Enhanced release management processes by integrating knowledge articles, training documentation, and escalation paths, improving first-contact resolution and issue triage efficiency.
• Provided data-driven insights and business case development for organizational process improvements across various departments.

May 2019 – Oct 2021 · 2 yrs 5 mos

• Owned and managed Knowledge Centered Service (KCS), Release Management, and Continuous Service Improvement (CSI) processes for the National Service Desk, providing Tier-1 IT support to 30,000+ Schwab employees.
• Leveraged SQL and Tableau to perform complex data analysis, ensuring the health and accuracy of the knowledge base, resulting in improved Tier 1 & 2 support effectiveness.
• Developed and implemented KCS standards, best practices, and training programs to enhance knowledge-related processes and overall service desk efficiency.
• Served as the primary point of contact for Product Owners, coordinating release management activities and ensuring the National Service Desk was prepared with adequate knowledge and support resources for successful product launches.
• Led the National Service Desk's continuous improvement program, consistently implementing process enhancements suggested by agents and partners, utilizing Lean, Six Sigma, and Agile methodologies, and tracking progress in JIRA.
• Applied continuous improvement expertise to streamline workflow management and business process analysis efforts across multiple departments, contributing to increased efficiency and effectiveness.

Jan 2018 – May 2019 · 1 yr 4 mos · Austin, Texas

• Led site deployment and provided certified training for Oracle Agile Product Lifecycle Management (PLM) software, ensuring successful adoption and user proficiency.
• Served as a core team member in the transition from multiple legacy systems to a modern Oracle EBusiness Suite, converting critical MRP data across quality, planning, inventory, manufacturing, costing, engineering, labor tracking, purchasing, and change management modules.
• Key contributor in strategic business decisions for future-state critical processes within a strictly regulated FDA environment, ensuring compliance and efficiency.
• Led the conversion of paper-based medical batch records into smart electronic forms, enhancing data integrity, compliance with FDA regulations, and user access controls.
• Developed and executed SQL queries using Oracle SQL Developer to extract insights, troubleshoot issues, gather data, and generate reports for informed decision-making.
• Managed data migration between Oracle instances leveraging SQL, Excel, and Dataloader, facilitating a smooth transition to the production environment while maintaining data accuracy.

Feb 2016 – Jan 2018 · 1 yr 11 mos · Houston, Texas Area

• Managed Calibration Lab, ensuring accurate gauging equipment performance and supervising Calibration Technician to maintain quality standards.
• Led final Quality Assurance (QA) review for all drilling and BHA products, ensuring compliance with specifications, resulting in a significant reduction in customer complaints and product returns.
• Managed Corrective and Preventive Action (CAPA) program, conducting root cause analyses and implementing corrective actions, leading to a measurable decrease in recurring quality issues.
• Developed and delivered comprehensive CAPA training, improving employee understanding and participation in quality improvement initiatives.
• Maintained and enhanced Quality Management System (QMS) compliance with ISO 9001, API Q1/5DP/7-1, and VAM Services requirements, successfully passing all internal and external audits.
• Generated and analyzed key quality metrics (scrap, rework, returns, customer claims) for business unit reviews, driving data-driven decision-making and continuous improvement.

Apr 2014 – Feb 2016 · 1 yr 10 mos

• Lean Six Sigma Black Belt Certification Completed - September 2015
• Completed Projects for Certification:
• Reduced cycle time of FAT testing for sub-sea BOP stacks by eliminating the highest-impact electrical controls defects by 80%(estimated savings: $2+ million)
• Successfully performed design of experiments (DOE) to reduce hot-wire TIG weld defects on a high-volume part causing a bottleneck with a high weld defect rate (reduced defect rate from 12% to 1%)
• Other Projects:
• Root Cause Analysis Leader for two cross-functional RCA's impacting customers and production
• Built a WebFOCUS report to find and correct hidden manufacturing rework hours on a weekly basis (averaging ~$200k corrected annually)
• Streamlined the Test Demonstration Facility request process to eliminate informal email requests and uncontrolled spreadsheets. New system features a single, searchable location providing accurate data for TDF scheduling/capacity planning and a full test history
• Other Responsibilities:
• Completed Six Sigma Black Belt coursework and passed corporate exam
• Mentored 5 Six Sigma Green Belts (as of September 2015)
• Lean Six Sigma Green Belt course instructor (beginning October 2015)

Nov 2012 – Apr 2014 · 1 yr 5 mos

• Responsible for all manufacturing routings, NCR's, and standard costs of complete BOP ram block product line
• Performed 500+ work order reviews for ram / annular BOP components
• Worked with Material Planners to prioritize urgent matters affecting WIP in the shop and provided product knowledge as needed for repairs and corrections
• Resolved 700+ non-conformance reports (NCR's) for ram / annular BOP components using various repair methods (welding base metals and corrosion-resistant alloys, re-machining, chrome re-plating, etc.)
• Created more advanced and reliable method to tracking NCR rework costs for the plant, including a detailed report which enabled accurate vendor bill-back and is now used by multiple functions within the business for quality reporting
• Responsible for maintaining all of the department's daily/weekly Key Performance Indicator (KPI) metrics
• Showed a continuous drive to learn new skills and take on challenges requiring complex analysis and understanding of the ERP system

Jul 2012 – Nov 2012 · 4 mos · Houston, Texas

• Leader of the team responsible for assigning routings, lead times, product line sales attributes, and calculating total manufacturing costs for all new releases and updated revisions in both rig powering and driller’s chair control systems.
• Actively contribute to cellular manufacturing efforts with knowledge of standard and customer-specific parts, and identifying opportunities for kaizen events throughout the facility.
• Analyze job-close variances for material and resource costs, and determine root cause of both favorable and unfavorable variances. Resource variances were strong indicators of routings that had become outdated, and these results were presented to the Plant Director and Production Manager to justify changes in the top-level cost of a major assembly.
• Responsible for producing “Engineering Priority Report” for Master Schedulers and Engineering Team that prioritizes design releases to ensure promise dates to customers are kept.
• Serve as a point of contact for technical assistance with Oracle on the manufacturing side by answering questions and providing training sessions for new and existing employees on any updated processes and improvements to Oracle.

Aug 2011 – Jul 2012 · 11 mos · Houston, Texas

• Leader of a just-in-time delivery project that reduced on-hand inventory by nearly $200k over 9 months by working directly with a supplier.
• Leader of the facility’s 5S Program for over a year.
• Responsible for implementing engineering design changes and BOM maintenance.
• Resolved KRONOS / Oracle resource transaction errors to allow Accounting to smoothly close each period.
• Redesigned workstations based on process and material flow within the facility after a product line was relocated to a sister facility.

May 2011 – Aug 2011 · 3 mos · Houston, Texas

• Assigned routings, attributes, and costs to low dollar items.
• Initial exposure to 5S program, kaizen events, and process improvements.
• Updated AutoCAD facility layout drawings.