Portland, Oregon Metropolitan Area
• Fraction advisor to C suite executives. • A versatile operations strategist and change agent with 20+ years of excellence in driving business transformation for Fortune 500 firms by building streamlined IT organizations supported by cutting-edge A versatile operations strategist and change agent with 20+ years of excellence in driving business transformation for Fortune 500 firms by building streamlined IT organizations supported by cutting-edge technologies and customer-driven cultures. • Extensive experience in leading large-scale, global IT projects (including datacenter migrations, storage/server consolidations, BPO site buildouts and remote work from home for employees) across multiple global regions to deliver operational excellence and business continuity for clients. • Excels in leading client discovery and maintaining client relationships at the C-suite and operational levels by leading cross-functional teams to exceed SLAs and deliver uptime ratios of 96.5% (with special expertise in Service Desk and IT Infrastructure, including telecommunications, network and Systems optimization). • A collaborative leader with progressive responsibility in building matrixed teams and breaking down organizational silos to create cohesive and compliant technology organizations, inclusive of key financial responsibilities (P&L, CAPEX, and OPEX).
SoftwareOne Partnership Manager
Serve as strategic technology consultant aligning public sector client business goals with AI-driven CX technology solutions, focusing on cost-saving opportunities and innovation across automation, analytics, and cloud platforms. Lead team of 3 IT professionals implementing digital transformation initiatives leveraging AI platforms including Microsoft Co-Pilot, Google Gemini, and ChatGPT to enhance customer experience and operational efficiency. Develop comprehensive technology roadmaps and implementation strategies for government clients, ensuring alignment with regulatory compliance requirements and CX best practices. Partner with business stakeholders to identify requirements and deliver technology solutions that enhance customer self-service capabilities while reducing operational costs. Advise on contact center modernization strategies incorporating Genesys Cloud and Amazon Connect platforms to improve customer satisfaction and agent productivity.
Directed infrastructure operations and network modernization initiatives managing team of 8 IT professionals with $20M annual budget supporting government healthcare contact center operations. Led strategic Cisco UCCE platform upgrades and contact center technology improvements ensuring 24/7/365 operations with 95%+ uptime for critical government services. Spearheaded SD-WAN migration and network monitoring projects that improved bandwidth utilization, system reliability, and disaster recovery capabilities across multi-site operations. Delivered $1M+ in annual telecommunications cost savings through strategic circuit optimization, vendor negotiations, and comprehensive cost-benefit analysis. Served as primary IT liaison and solution architect for client technology planning, building trusted advisor relationships that directly contributed to contract renewals. Maintained compliance with ITIL v3, ISO 27001, PCI DSS, SOX, and HIPAA requirements across all infrastructure and contact center operations.
Provided strategic IT consulting for enterprise clients on M&A integration projects and infrastructure modernization across cloud and on-premises environments. Advised on enterprise network architecture, VMware vSphere virtualization strategies, and technology compliance assessments. Delivered comprehensive cloud migration strategies helping clients transition legacy systems to modern AWS and Azure platforms.