Palmyra, Pennsylvania, United States
PROFESSIONAL SUMMARY Service Operations Leader with over 15 years of experience overseeing global enterprise infrastructure and high-pressure IT environments. Proven track record in Major Incident coordination, global team leadership, and ITIL-aligned governance for organizations supporting up to 50,000+ users. Expert in bridging the gap between technical engineering and executive communication to drive service excellence, reduce MTTR, and leverage AI-enabled automation for operational efficiency. CORE COMPETENCIES Leadership: Global Team Management (24/7 Operations), MSP Governance, Coaching & Development Operations: Major Incident Management, Bridge Coordination, Root Cause Analysis (RCA), SLA/KPI Management Technical: IT Service Management (ITSM), ServiceNow, M365 E5, SaaS/Hybrid Infrastructure, AI & Automation Governance: ITIL Frameworks, SOC 2 Compliance, Change Management, Vulnerability & Patch Management 🔹 Specialties: Unified Communications | Collaboration Platforms | Microsoft Teams | Zoom | WebEx | Cisco | Poly | Global Operations | MSP | SLA | Enterprise IT | UCaaS | AV Infrastructure
Own the global escalation path for Unified Communications operations supporting 50,000+ users across 50 global offices in a 24/7 enterprise environment. Lead operational support for Microsoft Teams, Zoom, WebEx, Cisco & Poly endpoints, and hybrid SaaS/on-prem collaboration infrastructure. Direct and govern Managed Service Providers (MSPs) including operational performance, change control, and SLA contract negotiations. Drive service strategy, roadmap execution, and platform optimization for voice, video, and AV collaboration services. Partner with engineering, security, and business stakeholders to improve user experience, reduce friction, and increase platform reliability.
Senior technical lead on a globally distributed Agile team delivering 24/7 collaboration services. Primary technical owner for enterprise collaboration platforms supporting 30,000+ users globally. Led design, deployment, and lifecycle management for Microsoft Teams, Zoom, Slack, WebEx, Cisco, Poly, and Miro. Owned service enhancements, new solution rollouts, and platform consolidation initiatives. Delivered continuous improvement through 2-week Agile sprints covering research, deployments, upgrades, and service optimization.
Delivered AV and collaboration engineering services in large-scale enterprise environments, including Comcast and QVC. Designed, deployed, and supported Cisco & Poly video conferencing infrastructure. Programmed and supported Crestron, Extron, and enterprise AV control systems. Led AV teams, managed meeting room technologies, and trained end users.
Led global AV and video conferencing projects across domestic and international locations. Supported 500+ Cisco hardware endpoints and 3,000+ software clients. Engineered complex environments including Call Manager, Expressway, TMS, MCU, CMS, TelePresence Server. Coordinated vendors, integrators, and internal teams to deliver projects on time and on budget.
Installed, operated, and supported enterprise video conferencing and multimedia systems within a global law firm environment. Built, monitored, and supported 20+ video conferences daily (~5,000 annually), spanning 26,000+ endpoint connections. Served as senior escalation point for root cause analysis, preventative maintenance, and service optimization. Designed and supported converged video, audio, and network infrastructures. Diagnosed and resolved issues related to video quality, audio performance, network stability, and media delivery. Tracked incidents and problems using enterprise ticketing / ITSM systems, ensuring documentation and SLA alignment. Acted as technical team lead, providing guidance to engineers and support teams. Installed, upgraded, and maintained hardware and software supporting collaboration and multimedia services. Created technical documentation, SOPs, and training materials.