Dec 2020 – Present · 5 yrs 4 mos · On-site

• Operations Program Management overseeing mission-critical IT initiatives. Director of a growing team of 16 to develop process improvement, security upgrades and systems enhancements, across 870+ international business locations, achieving over $1B in annual revenue.
• Operational Optimization: Streamlined operation flow leveraging bottlenecks, maximizing team member strengths, improving response times, and improving communication with frontline staff and operations.
• Team Leadership: Created team charter to manage roles, workload, expectations, communications, and conflict, creating a high-trust, high-performance team culture. Emphasized career development, mentorship, project and leadership opportunities, and continuing education.
• Program Integration: Director of company’s largest hardware and software infrastructure transition and upgrade project, directing work at 351 locations in under 5 months and completed with 100% business continuity.
• Mergers, Acquisitions, New Construction: Directed 15 multi-unit acquisitions, including 100 locations in a single deal. Directed organic portfolio growth with 55 new restaurant builds per year, adding 4 additional restaurant concepts, growing company portfolio by 200% and increasing revenue by 300%.
• International Team Management: Managed multiple high-profile projects, training and developing in-country team members, creating processes, and directing through a crisis situation with full business continuity.
• Long-Term Strategic Planning: Hired and developed a comprehensive IT team to manage 20% year-over-year growth-related increases of workload with fewer per-capita staff.
• Continuous Improvement: Developed metrics to improve ticket resolution and response times, asset management, team member development, and instituted frontline training to reduce incoming issue numbers by 20%.
• Cross-Departmental Diplomacy: Cultivated key partnerships with all departments including international executive stakeholders.

Jul 2015 – Dec 2020 · 5 yrs 5 mos · On-site

• Team Leader responsible for coaching and mentoring other systems administrators and junior team members. Trained technicians in mission-critical projects such as new store openings, mergers and acquisitions, major hardware and software conversions, and critical, time-sensitive and revenue-affecting incidents.
• Project Manager of mission-critical 2-year project to replace all IT systems in 256 restaurant locations in the United States and 90 locations in Mexico, including travel and logistics of team members, contractors, and equipment to visit each location for the overnight installation and subsequent morning cutover.
• Promoted to the after-hours rotation after only 3 months with the company to deliver solutions to customer and revenue impacting trouble tickets during evenings and weekends, ensuring timely resolutions to the company’s most critical problems.

Jul 2013 – Sep 2019 · 6 yrs 2 mos · Morgan, Utah, United States · Remote

• • Planned and executed long and short course triathlons and marathons, averaging more than 300 participants, coordinating with state and local resources to build, run, and disassemble large racing events quickly and safely.

Jan 2013 – Dec 2019 · 6 yrs 11 mos · Remote

• Start-up websites focusing on video games, culture, competition, software, and technologies. Personally wrote over 50 reviews, news pieces, general interest, and opinion articles over six years, and edited other writer’s works for proper sourcing, originality, clarity, and accuracy.
• Attended industry events to conduct interviews with developer staff and media personalities, investigate upcoming new releases, and create video and audio content.

Apr 2011 – Dec 2016 · 5 yrs 8 mos · Greater Salt Lake City Area

• Successfully launched and ran private IT consulting business, handling marketing, accounting, client relationships, as well as in-person troubleshooting on virus infections, hardware failures, peripheral support, and software installations.

Sep 2010 – Jun 2015 · 4 yrs 9 mos · Clearfield, UT · On-site

• Directed new critical infrastructure projects, server deployments, new office location installations, email and phone systems migration, employee training and management, emergency incident response, and asset management.
• Project manager of two office relocations and expansions over three years, managing project costs, schedule, scope, and resources on low-voltage building wiring, personally wiring and terminating a 170-port CAT6 patch panel.
• Trained and managed teams of 8-10 IT interns annually, managing and directing work flows, schedules, and IT project work, providing experience and mentorship.
• Directed IT requirements of critical staff to ensure continuous operational functioning of 150+ employees at office locations in UT, CA, GA, and at Robins, Edwards, and Hill Air Force Bases.

May 2010 – Sep 2010 · 4 mos · Greater Salt Lake City Area · On-site

• Supported executives, managers, engineers, accountants, phone systems, networks, servers, point-of-sale, email, databases, proprietary software, VPNs, multiple locations, international users, remote staff, laptops, and desktop systems across five interconnected locations throughout Utah.
• Created trouble ticket management database to triage customer requests, ensure continuity of business-critical systems, follow up with users, and develop documentation.

Apr 2008 – May 2010 · 2 yrs 1 mo · Salt Lake City, Utah, United States

• Supported executives, managers, engineers, accountants, phone systems, networks, servers, point-of-sale, email, databases, proprietary software, VPNs, multiple locations, international users, remote staff, laptops, and desktop systems in locations in Utah, Canada, and the UK.
• Applied nightly University education, attending full-time while working full-time, creating and capturing value directly into the business to improve operations, security, and efficiency.
• Managed technology for annual trade events, deploying attendee facing equipment in tight timeframes to ensure optimal systems performance during the company’s most important sales window.

Oct 2006 – Feb 2008 · 1 yr 4 mos

• Supported executives, managers, engineers, accountants, phone systems, networks, servers, point-of-sale, email, databases, proprietary software, VPNs, multiple locations, international users, remote staff, laptops, desktops, etc.
• Applied nightly University education, attending full-time while working full-time, creating and capturing value directly into the business to improve operations, security, and efficiency.
• Managed IT of IHS acquisition of EnvironMax, Inc. by integrating network, server, and user environments and converting 100+ employees to new information systems environments with continuous operations and minimal downtime.

May 2006 – Oct 2006 · 5 mos

• Using Oracle SQL and PL/SQL, I worked with a team of Developers to assist in the development of required software and accomplish software modifications of Oracle reports based on authorized and well-documented requirement changes.