Greater Chicago Area
I am a Technology Operations and Digital Workplace Leader with 20+ years of experience leading enterprise IT operations, IT service delivery, executive technology support, endpoint modernization, infrastructure transformation, and user experience improvement. Throughout my career, I have helped organizations stabilize technology environments, modernize platforms, improve service delivery, strengthen ITSM practices, and support senior executives in fast-paced, high-visibility environments. My experience includes Microsoft 365, Azure, Intune / Microsoft Endpoint Manager, SharePoint, ServiceNow, Active Directory, endpoint lifecycle management, cybersecurity support, vendor management, process improvement, and hybrid work enablement. Most recently, I have led technology operations in a multi-client, multi-tenant environment supporting professional services, healthcare, and small-to-mid enterprise clients. In this role, I oversee cloud platforms, Microsoft 365, Google Workspace, endpoint support, vendor coordination, documentation, escalation workflows, and service delivery improvements designed to increase reliability, consistency, and client satisfaction. Previously, I supported enterprise technology operations at Ariel Investments, where I contributed to infrastructure modernization, executive support, service delivery improvement, Microsoft 365 adoption, endpoint management, SharePoint migration, Intune deployment, onboarding improvements, and remote work enablement. I have also supported large-scale, global, and multi-office environments through roles with JDA Technical Services Group, Arnstein & Lehr, and Sidley Austin LLP. I bring structure, ownership, urgency, and calm leadership to complex technology environments.
Lead technology operations, service delivery, infrastructure support, endpoint support, cloud administration, vendor coordination, and process improvement for a multi-client technology services environment supporting professional services, healthcare, and small-to-mid enterprise clients. Oversee Microsoft 365, Azure, Google Workspace, endpoint environments, collaboration platforms, client support workflows, documentation, escalations, and operational standards with a focus on improving service consistency, client experience, security, and reliability. Key contributions include: • Direct day-to-day IT operations across a multi-tenant environment supporting approximately 130 users across 15–20 business clients. • Lead service delivery improvements across ticket handling, prioritization, documentation, escalation management, onboarding/offboarding, and client technology standards. • Strengthen ITSM practices by improving support workflows, knowledge documentation, SLA awareness, and accountability. • Manage Microsoft 365, Azure, Google Workspace, endpoint support, vendor-managed platforms, cloud administration, and collaboration tools. • Partner with business owners and client stakeholders to assess technology needs, resolve recurring issues, improve user experience, and align IT services with business priorities. • Support infrastructure modernization, access management, security improvements, backup/recovery practices, and technology lifecycle planning. • Develop repeatable processes and documentation to reduce support gaps, improve consistency, and increase service efficiency. • Coordinate technical resources, vendors, and support personnel across daily operations, escalations, project work, and client-facing service delivery.
Led technology operations, executive support, endpoint modernization, infrastructure improvement, and service delivery initiatives for a highly visible financial services environment. Key contributions include: • Managed enterprise IT operations supporting end users, executives, and business-critical technology services. • Delivered high-touch support for C-level executives, board-level meetings, remote work needs, and high-visibility business operations. • Supported Microsoft 365, Azure, SharePoint, Intune, endpoint management, collaboration tools, and service delivery platforms. • Led and contributed to modernization initiatives including Windows upgrades, Microsoft Surface deployments, SharePoint migration, Intune adoption, and endpoint lifecycle improvements. • Helped transition endpoint management from SCCM toward Intune / Microsoft Endpoint Manager. • Supported migration from shared drives to SharePoint to improve collaboration, document access, and governance. • Contributed to telecommunications and security modernization, including VoIP transition and migration from Proofpoint to Microsoft Defender. • Created and improved onboarding workflows involving IT, HR, facilities, and business stakeholders. • Rapidly enabled remote work capabilities during a crisis by coordinating equipment deployment, access, and user support. • Improved service consistency through documentation, process improvement, vendor coordination, and user-focused support practices.
Provided IT consulting, infrastructure support, endpoint management, service delivery, and technical project support for client environments. Supported Microsoft technologies, Active Directory, desktop engineering, troubleshooting, deployments, and operational improvements across professional services environments.
Supported legal technology operations, end-user services, desktop support, application support, account administration, hardware/software troubleshooting, and professional services technology needs in a law firm environment. Provided responsive support to attorneys, staff, and business users in a deadline-driven environment.
Proactive team leader who took initiative to streamline IT support operations, improve efficiency, and enhance user satisfaction. Instituted a Service Level Agreement (SLA) for ticket assignment, ensuring timely resolution and accountability. Focused on documentation best practices, ensuring every ticket included thorough notes to improve knowledge sharing, searchability, and resolution rates. IT Support & Ticket Management: Provided end-to-end support, from first user contact through resolution, ensuring a consistent, high-quality user experience. Maintained detailed records in the IT Incident Management System to track trends and improve issue resolution. Hardware & Software Support: Diagnosed and resolved PC, printer, monitor, and scanner issues, including imaging, post-image configuration, and vendor-coordinated repairs. Installed, configured, and supported business-critical applications in coordination with vendors. Asset & Warranty Management: Maintained accurate inventory records in Remedy, managed hardware deployments, moves, and exchanges, and processed warranty claims with third-party vendors. Process Improvement & Documentation: Led initiatives to improve ticket documentation, making historical issues searchable and actionable, leading to faster resolutions and increased user satisfaction. Remote & Executive Support: Ensured visiting attorneys and external guests had secure, seamless access to firm resources. Assisted leadership with hardware/software upgrades and transitions. Cross-Team Collaboration: Worked across teams to ensure efficient communication, respect, and alignment of IT services with business needs. A problem-solver and efficiency driver, enhancing IT operations through structured processes, documentation, and proactive issue resolution—empowering users and IT teams alike.
Adapted to an overnight schedule to lead a team of temporary IT professionals in executing a global Windows 7 migration, upgrading 1,500+ machines across Sidley Austin LLP’s Chicago office and coordinating with international teams. Managed the end-to-end upgrade process, ensuring efficiency, accuracy, and minimal disruption to business operations. Global Windows 7 Migration Leadership: Led a 1500+ machine upgrade, utilizing PC Transplant to capture and deploy user data, ensuring seamless transitions. Team & Deployment Management: Supervised five Deployment Technicians, assigning upgrades while ensuring each technician was aware of non-standard software, personal printers, and special circumstances. Verified each upgrade’s success before sign-off. Technical Execution & Onsite Support: Installed and configured Windows 7 in a large-scale enterprise environment, leveraging Altiris Deployment Solution 6.9 SP5 to streamline imaging and deployment. Provided onsite support to both firm staff and outsourced IT teams to maintain technical excellence, service quality, and user satisfaction. Strategic Planning & Documentation: Participated in strategic planning for the global migration, contributing to capacity management, asset management, and user management. Maintained detailed nightly upgrade documentation, including escalation reports and daily status updates for management, Service Desk, and DeskSide Support teams. Problem-Solving & Process Optimization: Used creativity and adaptability to overcome challenges, ensuring successful deployments within tight after-hours timeframes. A results-driven IT deployment lead, skilled in large-scale migrations, team leadership, and process optimization to drive seamless enterprise technology upgrades.
Brought on as a temporary IT specialist for the firmwide Microsoft Office 2007 upgrade, I quickly distinguished myself from my peers by exceeding expectations and taking initiative beyond my assigned responsibilities. Rather than settling for the bare minimum, I actively sought opportunities to improve user experience, ticket resolution, and overall IT efficiency. User Transition & Support: Conducted morning follow-ups with users upgraded the previous evening, ensuring they could log in, navigate the new system, and work seamlessly without disruption. Addressed any immediate concerns to minimize downtime. Proactive Ticket Management: After completing morning tasks, I took the initiative to review the IT ticket backlog, securing approval to personally visit users and resolve non-upgrade-related technical issues. Cleared the backlog entirely, improving overall help desk response time and user satisfaction. Optimizing IT Workflow: Recognized inefficiencies in ticket distribution and began monitoring the queue, assigning tickets to available techs. Despite initial resistance from team members—who escalated concerns to management—I successfully demonstrated that structured ticket assignment improved response times and resolution rates, ultimately gaining managerial support. Lasting Organizational Impact: By the end of the project, my process improvements contributed to the firm parting ways with their managed service provider and hiring a select group of technicians full-time. While the temporary deployment team was released, I was personally asked to stay on as a full-time Sidley Austin employee, marking a significant career milestone and reinforcing my ability to drive positive change and efficiency in IT operations. A proactive problem-solver and efficiency driver, dedicated to improving IT service delivery, team performance, and user satisfaction—even in a temporary role.