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Work Background
Lithia Motors, Inc.Director, Technology Service Operations
Nov. 2020 - Jun. 2024Medford, Oregon, United StatesAt Lithia Motors, I led the Technology Service Operations during an exhilarating period where the company's revenue soared from $13B to $32B. I directed a team of 65 talented professionals, emphasizing scalability and cost-effectiveness, and managed a robust $7M budget. My role involved enhancing IT service management through strategic roadmap implementation, focusing on comprehensive organizational changes and advancing our ServiceNow capabilities. ► Boosted enterprise-level support team capacity by 43% in one year, managing higher initial costs through strategic use of skilled contract resources and salary adjustments to align with market rates, setting the stage for sustainable growth and a 12% reduction in per ticket costs year-over-year. ► Improved Tier 1 support response times significantly, increasing the Average Speed of Answer from 36% to 80% and First Call Resolution from 70% to 85%. ► Dramatically lowered the support ticket Abandonment Rate from over 5% to under 2% and reduced Average Handle Time from 15 minutes to 12 minutes. ► Increased the Tier 1 ticket closure rate from 41% to 75% and overall service delivery closure from 75% to 93%. ► Revitalized our ServiceNow request portal, enhancing the user experience and expanding support capabilities. ► Transitioned 85% of IT support workload to a global managed service provider in two years, reducing operational expenses by 15% while maintaining customer satisfaction over 92%.
PROSE NailsVice President Of Technology
Jan. 2019 - Mar. 2020Phoenix, ArizonaAt PROSE Franchising, I optimized technology strategy and operations for a rapidly growing nail salon franchise. My responsibilities included overseeing IT procurement, policy development, and the deployment of services across 11 operational units, ensuring that our technology strategies enhanced customer experiences and operational efficiency. ► Reduced capital expenditures by 40% and operational expenses by 30% through strategic vendor management and renegotiation of partner agreements. ► Drove an 8% increase in revenue by enabling SaaS feature enhancements and leveraging technology for better customer engagement. ► Implemented robust security measures including Barracuda backup solutions and modernized our data management practices using AWS. ► Automated ETL processes for NPS metrics, enhancing our capabilities in data analysis and visibility.
Massage EnvySr. Director of Infrastructure & Security
Jan. 2008 - Jan. 2019Scottsdale, ArizonaI led a comprehensive digital transformation at Massage Envy Franchising, which supported the brand's expansion from 300 to 1,184 units, pushing revenues beyond $1B. My focus was on managing our infrastructure and security operations, elevating the department from a cost center to a profit center, and fostering a culture of professional development. ► Achieved substantial cost savings and enhanced security by consolidating five data centers into two. ► Established two Network Operations Centers, significantly boosting infrastructure uptime and enhancing network security. ► Maintained over 99% uptime for infrastructure services, while deploying advanced security measures throughout the organization. ► Developed and executed a comprehensive security and disaster recovery plan that ensured business continuity and reduced operational risks. ► Streamlined operations and achieved a 68% reduction in operational expenses through strategic consolidation efforts. ► Oversaw the deployment of 20,000 iPads and 5,000 EMV payment devices, managing their full lifecycle.
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