Head of Technology
Fractional technology leadership spanning infrastructure, workplace technology, business systems, cybersecurity coordination, governance, vendors, budgeting, and modernization.
PEOPLE | PROCESS | TECHNOLOGY | RESULTS
Building Technology Operations That Stay Reliable, Scale Intelligently, and Make the Business Better.
More than 30 years in technology, with nearly two decades of leadership across enterprise infrastructure, IT operations, service delivery, workplace technology, major incident management, governance, and transformation.
30+Years in Technology
99.9%Infrastructure Availability
98%+Sustained SLA Performance
$1.1M+Recurring Savings Delivered
ABOUT ME
Experienced. Practical.
Results Driven.
I've spent more than 30 years in technology, and the work I'm most proud of has a common thread: people can feel the difference when technology operations work well.
I've led infrastructure, service delivery, end-user technology, major incident management, vendor operations, governance, automation, and modernization initiatives across large, distributed environments supporting thousands of users and hundreds of locations.
My approach combines operational discipline with enough technical depth to ask the right questions, challenge assumptions, identify risk, and make informed decisions without confusing leadership with engineering ownership.
Technology changes constantly. The fundamentals of good operations don't: clear ownership, measurable performance, disciplined execution, resilient systems, capable people, and accountability for outcomes.
EXPERIENCE
Leadership built in operating environments where reliability matters.
Director, Corporate IT Operations
Led a 28-person technology organization supporting approximately 3,400 users across more than 275 locations, with accountability for Tier II operations, service delivery, workplace technology, major incidents, vendor performance, governance, automation, and lifecycle management.
Enterprise Technology Operations Leadership
Led infrastructure and service operations across corporate and manufacturing environments supporting 17,000+ users and 60+ facilities, including 24×7 operations, incident command, DR, change governance, modernization, and enterprise standards.
PROVEN IMPACT
Results that changed the operating environment.
82% → 98%Customer Satisfaction
81% → 98%+SLA Performance
68% → 84%First-Contact Resolution
↓ 40%Service Backlog
↓ 47%Network Incidents
↓ 27%Mean Time to Restore
↓ 40%Repeat Incidents
88% → 96–97%Endpoint Compliance
±2%Portfolio Budget Accuracy
SELECTED TECHNOLOGY LEADERSHIP PORTFOLIO
Work that shows how I lead.
FLAGSHIP CASE STUDY
Global Greenfield Technology Infrastructure Program
Technology Strategy • Infrastructure • Resilience • Physical Security • Operational Readiness
Developed the comprehensive technology infrastructure program for a new approximately 800,000-square-foot global logistics and distribution facility designed to support highly sensitive freight operations and U.S. Customs examination requirements.
Led development from foundational requirements through architecture, implementation planning, operational readiness, governance, vendor strategy, resilience, and long-term support considerations. Prepared the program for executive and board-level review, translating complex infrastructure requirements into investment priorities, implementation phases, dependencies, risks, and business outcomes.
Program Scope
- Carrier diversity, WAN, core/edge and enterprise wireless
- MDF/IDF, structured fiber/copper and physical pathways
- UPS, generator dependencies, HA, fault tolerance and recovery
- High-definition surveillance, access control and retention strategy
- Central Examination Station technology alignment
- ITSM, monitoring, lifecycle, incident response and vendor SLAs
- Phased implementation, risk, governance and operational acceptance
- Repeatable architecture for future greenfield and acquisition sites
Major Incident & Problem Management Transformation
Established structured major incident command practices spanning severity definitions, bridge roles, technical ownership, communications, escalation, recovery validation, post-incident review, RCA, hyper-care, and transition into Problem Management.
27% lower MTTR • 40% fewer repeat incidents
IT Operations & Service Delivery Transformation
Strengthened queue ownership, service measurement, escalation management, knowledge practices, shift-left capabilities, team accountability, automation, reporting, and customer experience management.
98% CSAT • 98%+ SLA • 84% FCR
Digital Workplace & Lifecycle Automation
Led modernization using Microsoft Intune, Autopilot, ServiceNow, Workday integrations, workflow automation, and standardized endpoint management to improve provisioning, Day-One readiness, compliance, and asset accountability.
>70% faster provisioning • 96–97% compliance
Enterprise Infrastructure & Network Reliability
Led the operational side of infrastructure modernization across a large distributed environment, partnering with engineering teams and vendors on network standards, SD-WAN, wireless, monitoring, lifecycle management, resilience, and service performance.
99.9% availability • 47% fewer network incidents
ERP & Enterprise Application Modernization
Participated in large-scale modernization consolidating legacy ERP environments toward SAP S/4HANA while supporting Salesforce CRM modernization, with leadership responsibilities across operational readiness, infrastructure dependencies, change governance, service transition, risk, and stabilization.
EXPERTISE
Operating leadership backed by technical fluency.
IT Operations & Service Delivery
IT Operations • Service Management • ITIL • ServiceNow • SLA/OLA Management • Customer Experience • Operational Excellence
Infrastructure & Cloud Operations
Enterprise Infrastructure • Hybrid Cloud • Azure • AWS • VMware • Storage & Data Protection • Network Operations • SD-WAN • Wireless • DR
Incident, Problem & Change
Major Incident Management • Incident Command • Problem Management • RCA • Change Management • CAB • Architecture Review • Operational Readiness
Digital Workplace
Microsoft 365 • Intune • Autopilot • Endpoint Management • Device Lifecycle • JML • Workplace Automation
Governance & Transformation
Technology Governance • Portfolio Management • Digital Transformation • Policy Development • Risk Management • Technology Standards
Financial & Vendor Management
Multi-Million-Dollar Portfolio Management • Budget Governance • Forecasting • Contract Optimization • Vendor Management • QBRs • Capacity Planning
Leadership
Organizational Leadership • Team Development • Coaching • Executive Communication • Cross-Functional Leadership • Strategic Planning
CREDENTIALS
Education & professional development.
Master of Information Technology Management
American InterContinental University
Atlanta, Georgia
Bachelor of Information Technology
American InterContinental University
Atlanta, Georgia
Certifications & Training
ITIL Foundation v3 • CompTIA A+ • CompTIA Network+ • HDI Support Center Manager • HDI Support Center Analyst • MCSA Windows Server • MCSA Office 365 • Microsoft 365 Fundamentals • Cisco CCNA training • PowerShell automation training • Azure Administrator training • Leadership and management development
RESUME
Want the traditional version?
My portfolio provides the deeper story behind selected programs, transformations, and operating results. The résumé provides complete chronology, credentials, technologies, and additional experience.
CONTACT
Let's connect.
I'm interested in conversations about technology operations, infrastructure, service delivery, transformation, and organizations working through complex operational challenges.