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