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Work Background
Layers - Layers of Wonders (Coming Soon)Chief Flavor Officer
Jun. 2025
LinkedInSenior Information Technology Program Manager
Feb. 2022 - Nov. 2024Sunnyvale, California, United StatesI drive the strategic planning, execution, and delivery of cross-functional Enterprise IT initiatives, primarily focusing on ServiceNow platform projects and demand management. Designed and optimized intake and platform lifecycle processes to enhance team productivity, streamline workflows, and improve visibility into execution and expectations. I oversee program roadmaps, project schedules, and deliverables, ensuring seamless collaboration across Engineering, HR, Corporate Comm, IT Service Desk, Talent, and Operations teams. My role bridges technical execution and business impact, ensuring successful system design, release planning, and user acceptance testing (UAT) while proactively managing risks and stakeholder expectations. Focusing on operational excellence, I continuously refine program processes, foster cross-functional collaboration, and drive data-informed decision-making with my peers. Tracking key performance indicators (KPIs) and delivering strategic insights to leadership, we ensure ServiceNow initiatives generate measurable business impact and drive continuous improvement.
LinkedInSr Business Analyst
Oct. 2020 - Feb. 2022Sunnyvale, California, United StatesI drive strategic analysis, process optimization, and stakeholder collaboration for Enterprise IT initiatives, with a primary focus on ServiceNow platform projects and demand management. I bridge the gap between business needs and technical solutions, ensuring that initiatives align with organizational objectives and deliver measurable value. I analyze workflows, identify process improvements, and enhance platform lifecycle management to increase efficiency and productivity. By tracking key performance indicators (KPIs) and providing leadership with data-driven insights, I support continuous improvement efforts that enhance decision-making, streamline operations, and optimize IT service delivery.
LinkedInIT Project Manager
Jun. 2016 - Oct. 2020Sunnyvale - Mountain View - San Francisco - CarpinteriaRegional Service Leadership: Directed service strategy and implementation across key regions including San Francisco, Sunnyvale, Mountain View, Carpinteria, and Brazil, ensuring seamless IT operations and service delivery. Support Structure Architect: Developed and implemented support frameworks for new services, tools, and software, driving innovation and enhancing IT service efficiency. Budget Planning & Coordination: Collaborated closely with Procurement and local IT management to plan and manage budgets, ensuring compliance and maintaining effective control measures. IT Portfolio Management: Managed the regional IT support portfolio, aligning projects with leadership objectives and driving strategic service delivery improvements. Process Optimization Through Metrics Analysis: Analyzed service metrics to streamline workflows, enhancing overall service quality and efficiency. Global Service Operations Streamlining: Spearheaded efforts to optimize global service support processes, improving intake and delivery mechanisms to drive greater efficiency across operations.
LinkedInAssociate IT Project Manager
Dec. 2015 - Jun. 2016Mountain View, CA• Streamlined End User Hardware Processes: Managed and optimized end-user hardware processes, leveraging data-driven insights to identify demand trends and improve operational efficiency. • Project Leadership: Led cross-functional hardware projects, including vendor management, ensuring seamless execution and delivery of hardware initiatives. • UAT & Deployment: Collaboration with LinkedIn’s Client Engineering to facilitate hardware UAT and deployment; driving global service launches, platform upgrades and enhancing user experience. Key Projects:
• Project Voyager: Spearheaded the deployment of hardware assets, overseeing system resource allocation, logistics, and fulfillment to ensure timely and efficient project completion. • Mergers & Acquisitions (M&A): Led the successful onboarding of new M&A users, managing asset transfers and logistics to ensure seamless integration into the company. • Process Improvement Initiatives: Spearheaded joint projects to enhance the hiring and onboarding experience. Identified and addressed program and process gaps, driving continuous improvement across operations in collaboration with global talent organization.
LinkedInSystem Support Analyst II
Apr. 2015 - Dec. 2015Mountain View, CaliforniaPrimary:
Managing AMER End-User IT Hardware team. (Vendor Management)
Define, design and implement AMER hardware policies. Other responsibilities:
- Budget planning and analysis.
- Develop and manage Global End-User Hardware UAT testing. Project:
- M&A on Lynda.com.
- Global UAT Engineers system deployment. - Onboard 300+ LinkedIn Annual Summer Interns.
- Onboard 100+ LinkedIn Annual Winter Interns.
- Mac4GSO (Design, analysis and implement Mac OS platform options for LinkedIn Global Sales Organization)
-Economic Graphic Challenge (EGC) - Collaborative effort to navigate the logistic of system deployment for program participants.
-Project Voyager - Ensuring hardware deployment and mitigate logistic challenge.
LinkedInSystems Support Analyst
Mar. 2013 - Apr. 2015Mountain View,CAIn Regional IT Support, I applied ITIL best practices to manage multi-OS environments, including Mac OS, Windows, and RHEL. I provided support for mobile device management (MaaS360, AirWatch), telephony systems (Cisco VOIP, Jabber, BlueJeans, Slack), and email services (MS Exchange, Google Apps). I also handled network infrastructure support for Aruba and Cisco, while managing LanDesk administration and JAMF Mac system management (CCA certified) in Client Engineering, working on OS testing, deployment, and UAT reviews. A highlight of my career was building LinkedIn’s first Tech Lounge, where I defined its scope, created workflows, and trained new technicians. My ITIL certification and completion of the IT Project Management foundation course with PMI helped me bring structure and efficiency to every project.
LinkedInGTS Help Desk Technician
Feb. 2011 - Mar. 2013Mountain View, CAAs part of LinkedIn’s first group of phone support during its startup phase, I delivered customer-focused technology solutions across multiple platforms. I managed Mac systems with JAMF/CASPER, supported Windows, Mac OS, and Linux RHEL 6 environments, and provided hardware troubleshooting for Lenovo, Dell, and Mac systems. I also played a key role in creating new processes to improve efficiency and ensured smooth operation of legacy systems like Windows XP/7 and older Mac OS versions. My efforts contributed to enhancing user experience and productivity within the organization.
Apple RetailGenius
Aug. 2008 - Feb. 2011San Mateo, California, United States• Delivered exceptional customer service by providing tailored solutions as an Apple Certified Macintosh Technician at Apple Retail.
• Managed high-traffic repairs by collaborating with peers and inventory experts to ensure seamless repair parts supply chain management.
• Hosted live training sessions for new trainees to help excel in customer interactions and service delivery
• Provided continuous feedback, testing, and implementation to enhance retail processes and system efficiency.
Mason-McDuffie MortgageIT and Network Support Specialist
May. 2008 - Aug. 2008Pleasanton, California, United States• Provided IT and network support for Windows Server, Active Directory, and Microsoft Exchange Server at Mason-McDuffie Mortgage.
• Managed remote desktop and VPN support for satellite branch offices, ensuring seamless connectivity.
• Conducted system-wide services and maintenance for Windows XP and Vista-based systems.
• Implemented internal wireless and wired system support, optimizing network performance.
International Education ProgramInternational Student Assistant
Aug. 2005 - Mar. 2008Glendale, Arizona, United States• Provided international student service support and general student life advising.
• Encouraged participation of international students in the International Student Association.
• Redesigned print publications for office and association distribution.
Onsite Computer ExpertsIT Consultant / Technician
Aug. 2004 - Jun. 2005Glendale, Arizona, United StatesIn my role as an IT Consultant/Technician at Onsite Computer Experts in Glendale, Arizona, I provided onsite sales and IT services assistance, generated new business leads, and consulted on small business and home IT network services. I focused on optimizing efficiency and security for clients while increasing the client base through effective marketing strategies.
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