Experience

Millennial Specialty Insurance

• United States
• Insurance
• 100 - 200 Employee

• Managing Director, Infrastructure Services

  • Apr 2023 - Present



QBE Insurance

• Australia
• Insurance
• 700 & Above Employee

• VP, Global Network Operations

  • 2020 - Apr 2023

  • Changed 3-region operating model to focus on global services introducing a 24x7 follow-the-sun transformation with an emphasis on global standardization of designs, operating procedures and practices• Introduced project intake processes with agile methodologies to focus employee and external planning and executing to expose 100% over commitment and justify adding 3 team members• Saved $12M through RFP selection of a new global carrier and Telecom Expense Management (TEM) partner• Initiated 24x7 global Network Operations Center (NOC) supporting over 12,000 people and ~100 office locations that provides timely and consistent response• Enhanced monitoring and reporting for historical and real-time capabilities, reducing vulnerabilities 30%Promoted to take on a global team spanning Europe, Asia Pacific, Australia, and North America with the goal of transforming operations into agile ways of working and truly standardizing process, support, governance and controls for operations/delivery/design, automation, and monitoring across all geographies. This has included refreshing the organizational model to align better with our customers, establishing agile concepts and new ways of working, as well as implementing new processes for work intake and prioritization thereof. A key component to this has been establishing a global Network Operations Center in the Philippines to support our business group 24x7. Show less

• VP, Head Of Infrastructure Services (North America)

  • 2019 - 2020

  • Managed a budget of $40M and led 100 staff to provide services to colleagues and external partners• Responded to emergency recovery of unplanned, full primary data center outage for ~1,800 servers, iSeries, SAN, NAS, switching and routing• Presented and explained concepts to executive committee members covering topics from application/service resiliency, disaster recovery, to remote access work capabilities • Led North America COVID-19 technology response allowing 2,000 people to transition to remote work in days without any business impact• Migrated full service to Microsoft Azure using IaaS and PaaS that initially doubled deployment costs to over $120k/month, but leveraged lessons learned to get to less than original costsManaged and enhanced relationships between cross functional IT teams and key business stakeholders to align service delivery with business needs. Ensure the team of 100+ direct and indirect reports are working collaboratively and productively with other IT teams as well as business partners. Accountable for portfolio management, ITSM (IT Service Management) practices in region along with associated metrics, Disaster Recovery, service delivery and support, and oversight of a $40M budget. Show less

• VP, IT Service Delivery & Operations (North America)

  • 2018 - 2019

  • Standardized operating model for role harmonization of desktop onsite support teams across the globe• Captured voice of customer (VOC), reduced risk and increase customer experience 20% by defining feedback loops, facilitating user groups, nominating IT champions, and using ticket and service analysis• Spearheaded business relationship improvement 100% using incident, change, problem, and event management ServiceNow metrics with user group leaders to identify technology training needs

• VP, IT Workplace Services

  • 2015 - 2018

  • Established key relationships with IT and business groups for feedback loops on strategy and changes• Reduced 70% annual issues (11,250 tickets) with business analysis and deep technical reviews• Managed global Windows 10 standard operating environment to have architecture, engineering, governance, testing, pipeline and release management, defect tracking, enhancements and 24x7 operational support for over 12,000 endpoints• Established Agile work intake and monthly deployments using 3 controlled rings (test, pilot, and UAT) and 4 production rings to protect risk and deliver a zero-day update to the entire estate within 1 week• Migrated email and collaboration tools to Microsoft Office 365 for 15,000 usersPromoted to lead a team focused on North American infrastructure operations as well as key global services which include design, support, and delivery of physical and virtual desktop, mobile/BYOD, email, instant messaging, enterprise directory services, device management, and network print in a globally dispersed IT organization. Show less

• AVP, Senior Infrastructure Service Design

  • 2013 - 2015

  • Leveraged relationship management, Agile lifecycles, and portfolio/project management on 100s of projects• Created intake process for work efficiencies with resource and capacity planning across all functions• Escalated significant customer challenges like latency at critical branch office using tools and services metricsStrategic management of Information Technology (IT) Infrastructure transformation by leading the development of product and technology selections, strategies and designs, integrating large-scale change initiatives and ensuring department operations align with and support achievement of business initiatives. Show less

• Lead Infrastructure Engineer/Balboa TSA Team Lead – EUC & UD/Infrastructure Engineer

  • 2008 - 2013

  • Designed, built and delivered operations architecture of integrated EUC (End-User Computing) services strategy associated with 2 acquisitions totaling 5,000 users and a key part of a $115M program• Influenced $1M savings by transitioning from a Microsoft Select to EA (Enterprise Agreement) licensing• Avoided $2M cost within a TSA (Transition Service Agreement) by leading establishment of alternate capability services in another data center while the primary wasn't yet fully functional• Reduced staff time 75% to configure endpoints through automation and orchestration• Improved vulnerability remediation efforts 15% using enterprise management tool and defined processesProgressively promoted based on technical and leadership results. Accountable for the architecture design, build, delivery, and operations of an integrated EUC (End-User Computing) services strategy associated with two acquisitions; ZC Sterling Corp (~1,750 users) and Balboa Insurance (~3,100 users). EUC team leader for a two year, $115 million program. Designed and deployed the US operations’ enterprise device management tool which has >7,000 managed devices – Microsoft SCCM (System Center Configuration Manager). Show less



PDS, A Converge Company

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Technology Architect/Enterprise Account Director

  • 2005 - 2008

  • Outside sales $2M book of business focused on healthcare and achieved 150% of gross margin goal • Achieved 45% profit margin by presenting to executive management at a Fortune 500 client and landed the most significant professional services deal in company history Oversaw project planning and implementation of Microsoft SMS/SCCM infrastructures. Automated server and client imaging for a Fortune 500 retail chain. Co-managed a relationship with Microsoft to retain “Managed Partner” status that focused on project forecasting, technical curriculum and goals for FTE’s, and solution selling in a presales technical role. Transitioned from advanced technical solutions delivery and presales to an Enterprise Account Director role. Show less