Company: CrowdStrike
Years: 12/2021 - 09/2023
Managed a 10-person team responsible for administering 18 critical applications for over 8,000 users with a budget of over $4.5 million. Daily responsibilities included ad hoc support via ServiceNow, developing and executing the roadmap to optimize IT operations, contract support, renewal negotiations, and license management.
- Hired 5 new team members, establishing global coverage and expanded time zone support
- Successfully implemented Agile Scrum across the team, resulting in better reporting metrics, team visibility, enhanced adaptability to changing requirements, and increased overall team productivity
- Reduced ticket queues by upwards of 95% by implementing Okta SCIM provisioning for Miro and Asana
- Directed application consolidations and migrations, achieving substantial cost savings exceeding $100,000 across several applications, Smartsheet and SurveyMonkey
- Led merger and acquisition activities ensuring a seamless transition for Google, Box, and Slack application migrations
- Onboarded Qualtrics, established governance and led integrations for Salesforce, Gainsight, and Snowflake to support Customer Success and Employee Experience objectives. Supported NPS survey dissemination for over 100k email surveys. Supported execution of 360 Employee Survey and automated Onboarding Feedback Survey.
- Improved security posture on several applications by applying governance, updating sharing and access settings along with other security principles. (Miro, Docusign, Litmos, Jira)
- Applications managed: Slack, Google Workspace, Jira, Confluence, Bitbucket, StatusPage, Box, Kaltura, Qualtrics, Miro, DocuSign, Simpplr (Intranet), Litmos, Asana, Smartsheet, SurveyMonkey, NextUp
Company: Sony Interactive Entertainment (SIE)
Years: 11/2014 - 11/2021
Managed a SaaS team responsible for administering 8 critical applications for over 12,000 global users. Served as a Certified Product Owner building and developing several teams during a 7-year period.
- Led the migration phase from Microsoft Exchange to Microsoft M365. Successfully migrated over 9,700 users to M365 allowing SIE to capitalize infrastructure cost saving initiatives
- Spearheaded the implementation of a buyer side contract management system from collecting and analyzing requirements to evaluating solutions, resulting in the implementation of the Salesforce platform. Improved contract execution time by up to 95%.
- Developed several Agile teams to support collaboration and productivity applications. (SharePoint Team, Atlassian Team, Collaboration Apps Team)
- Defined a mobile device and application security compliance process. Results: Created a decision process consisting of specific configurations required to implement a MDM/MAM security compliance strategy. Further identified additional requirements needed to implement this strategy.
- Deployed new SaaS applications within IT infrastructure. Applied security hardening, automated provisioning, governance and support. (Workato, AppDynamics, Salesforce)
- Applications managed: MS Teams, OneDrive, Office Pro Plus, Slack, Google Workspace, Box, Zoom, and Miro
Company: AT&T
Years: 03/2014 - 10/2014
Managed, monitored, and reported on the status of cell tower build projects across the US southwestern region.
- Initiated New Site Build (NSB) projects for cell towers across Southwestern Region from New Mexico, to California, to Hawaii
- Monitored and managed schedules for over 1,500 telecommunication projects using CASPR and PACE systems
- Improved the speed of generating bi-weekly reports by 88%, from 8 hours to 1 hour.
Company: The Boeing Company
Years: 11/2008 - 07/2013
Managed 3 projects over a 3-year period valued over $20 million consisting of web-based software development, data integration, and maintenance support for a Federal customer.
- Developed and executed an innovative customer success strategy to improve application usage. The campaign resulted in a 40% increase in daily usage. Long term results increased the total user base by 300% over 3 years.
- Built and developed a 12-person team for a new 24/7 customer service operations center. Successfully supported over 18,000 global users.
- Designed a suite of reporting metrics to identify feature and resource requirements. Increased client funding by 10% and 60% in 2011 and 2012, respectively.
Company: US Army
Years: 10/2000 - 04/2008
Supervise and perform analysis and reporting on communications and non-communications at all echelons. Supported and advised in the collection management process. Produced combat, strategic, and tactical intelligence reports.
- Held several positions with increasing responsibility from analyst to curriculum director on signals technologies
- Conducted and instructed intelligence research and pattern analysis for over 100 analysts
- Authored technical reports providing critical information to upper echelon military units
