IT Director

• Strategically led global IT, driving transformative modernization and process automation initiatives.
• Led organizational design initiatives within the IT department, optimizing team structures, roles, and
responsibilities enhancing efficiency, collaboration, and overall team growth.
• Implemented application life cycle management process with data-based insights enabling intelligent
spending.
• Applied deep technical automation knowledge to create a Slack-based FAQ self-service support portal,
resulting in a 40% increase in overall documentation engagement.
• Pioneered the establishment of comprehensive internal IT policies encompassing MDM, hardware
procurement and disposal, acceptable use, data retention, RBAC, and information security.
• Boosted organizational productivity by 50% through "IT Office Hours” initiative," addressing end-user
technical knowledge gaps.
• Achieved a notable reduction of $220k in team operational expenses within the first six months of
employment by implementing MDM solutions and optimizing external logistics processes.
• Led post-acquisition Google to Microsoft domain migration, transitioning 500+ users data globally
resulting in improved collaboration and communication efficiency across the integrated organization.

• Managed global remote support teams (UCAN, EMEA, APAC), delivering prompt, courteous, and effective
24/7 technical support to Netflix's global internal end-user base.
• Fostered a cross-collaborative internal alliance, bringing together teams from various technical
disciplines to address and overcome technical bottlenecks across the organization.
• Successfully coached a team of technical specialists, utilizing an inclusive management framework.
Leading to a 30% promotion rate within the team over a 12-month period.
EDUCATION
BS - INFORMATION TECHNOLOGY,
MISSISSIPPI STATE UNIVERSITY
MS - INFORMATION TECHNOLOGY,
KENNESAW STATE UNIVERSITY
CERTIFICATIONS
Certified Scrum Master (CSM)
Certified Scrum Product Owner (CSPO)
Security+
ITIL v3
Enterprise Technology Management
Kennesaw State University Graduate Program
SKILLS
• Systems & Infrastructure Operations
• Change Management
• IT Strategy
• Infrastructure Provisioning
• Organizational Design & Transformation
• IT Governance
• End User Support Services
• Crisis Management
• Technical Analysis
• Financial Planning & Analysis
• Global Service Model & Delivery
Development
• Project Management
• Automation & Technical Modernization
• Vendor Management
• Metrics Driven Solution Development
2
• Developed and implemented a self-service-based application catalog leveraging automation, resulting in
a notable 25% decrease in tier 1 support requests.
• Designed and implemented intake support methods and process improvement frameworks, leading to a
substantial 45% increase in operational efficiency through the effective use of automation.
• Led several complex multi-million-dollar projects, including a significant AI service management overhaul
worth 1.5M+, to enhance internal support bandwidth and scalability.
• Established an internal development program in partnership with Coursera, increasing employee
technical competency and professional growth.

• Successfully led the Terminus IT department, providing exceptional support to over 500 employees
across the US.
• Implemented and managed the deployment of Jamf, the organization's first MDM tool, establishing a
secure and compliant endpoint environment.
• Managed a diverse portfolio of 50+ vendors, spanning infrastructure, software consultancy and cloud
services, through a streamlined RFP cycle.
• Led wireless network design and installation efforts across all Terminus office locations.
• Developed an automated FAQ page, driving a significant 72% increase in internal documentation
engagement.
• Created a comprehensive technical roadmap leveraging automation to enhance support service
availability.

• Effectively managed and led a high-performing help desk team, overseeing daily operations, resolving
escalated technical issues, and ensuring exceptional end-user support and satisfaction.
• Successfully re-engineered endpoint deployment infrastructure resulting in a 50% decrease in machine
deployment time.
• Led the internal active directory migration team, overseeing the implementation of Single Sign-On (SSO)
for improved user authentication and system access.
• Streamlined communication processes and standards within the ticketing system, resulting in a
remarkable 50% increase in positive end-user feedback.

• Proposed and implemented an innovative system decommissioning method, resulting in annual savings
of $15,000 in software licensing expenses for the department.
• Identified technology deficiencies within the department and devised a comprehensive software and
hardware improvement roadmap to address the gaps and enhance operational efficiency.
• Successfully built a new digital signage infrastructure, streamlining departmental announcements and
communications for improved visibility and engagement.
• Effectively managed all departmental digital, reservation, and sound systems, ensuring optimal
performance and availability.
• Developed disaster recovery framework ensuring business continuity and data integrity