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Work Background
ProofpointDirector of IT
Nov. 2020 - Feb. 2024United States, San Francisco• Managed Employee Endpoint management for fast paced, growing mid-sized global company with team of 30
• Developed and managed budgets, forecasts, and resource allocation plans for the organization
• Consolidated multiple regional IT teams globally into a single 24x6 high performance global organization
• Opened and sourced offices in South America, Israel Asia, Australia, EMEA, and US with very short lead times
• Replaced current AV technology globally with more cost effective equipment that was able to deliver better quality meetings and require significantly less maintenance and support
• Migrated ticketing systems to JIRA Service Desk, standardizing work flows and reporting for improved KPI’s
• Ticket standardization enabled automation, AI implementations, and improved self- service resulting in faster time to resolve for customers
• Implemented IT asset management tracking database for all hardware and software assets
• Streamlined hardware delivery system leveraging vendor teams to better distribute and decommission hardware globally at a fraction of the cost
• Worked with finance to improve our hardware lifecycle and drive hardware refresh for a better customer experience
• Built process and smoothly onboarded multiple company acquisitions yearly
• Moved backend tooling from single data center to cloud environment improving access and response times for growing global organization and reducing performance issues and ticket counts
• Significantly improved overall metrics and slashed customer resolution times in half
• Standardized budget and developed predictable growth models for future development
• Developed robust employee career development for building talent within the organization to ensure team has necessary skills to support current and future environments
• Oversaw systems and services for global meetings and events, ensuring seamless collaboration experiences for all participating offices
• Consolidated telecommunications into single global provider, saving the company $500,000 a year in ongoing support costs
• Drove endpoint patch management to over 95% compliance month over month for better endpoint security
EsuranceDirector of IT Operations and Support
Jul. 2019 - Oct. 2020United States, San Francisco• Lead high performing, customer focused IT support organization supporting 2500 people with team of 20
• Developed and managed budgets, forecasts, and resource allocation plans for the organization
• Responsible for Incident, Problem, and Change Management organizations as well as AV, Procurement, Service Now development and Disaster Recovery and Business Continuity
• Worked collaboratively with engineering, improving root cause analysis and resolution by 50%
• Rebuilt 24x7 NOCC organization that had lost 80% of their staff, transforming internal organizational culture, and improving overall monitoring
• Developed SRE strategy and automation and integrating them with QA and release processes
• Implemented Asset tracking for hardware and software management
• Drove IT strategy and process for Allstate Merger, remotely spearheading hardware and image replacements for all employees
• Designing, gathering and analyzing metrics to drive improvements across all IT Operations teams and processes
SephoraSenior Manager
Nov. 2011 - Jul. 2019United States, San Francisco• Managed sephora.com relaunch and built out supporting teams and infrastructure for ecommerce
• Re-architected critical IT infrastructure services across the Sephora network to improve scalability, uptime, and reliability
• Developed and managed budgets, forecasts, and resource allocation plans for the DevOps and Engineering organizations
• Oversaw migration of sephora.com to Cloud Infrastructure for better performance and scalability
• Managed Vendor Relations for all Data Center and SaaS vendors for sephora.com
• Built out team for Business Systems support for finance, Data Warehouse, and logistics systems using small, globally distributed, highly motivated and collaborative teams
• Implemented linux deployment and maintenance infrastructure to support production systems and standardize configuration management
• Developed and maintained monitoring infrastructure for both ecommerce and retail infrastructure.
• Managed multiple globally distributed teams
• Drove development of Incident, Problem, and Change Management processes for IT and Website Operations to drive root cause and resolve stability issues quickly and effectively.
• Renegotiated and managed support contracts to support the tighter response times and resolutions a website requires
• Standardized vendor contracts across data centers and support vendors to maintain the required level of service
• Saved >$1M/year every year through contract negotiations and strong vendor relations
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