University of Miami  |  2013-2026

Enterprise IT Service Management & Strategic Leadership:

• Lead enterprise IT service management strategy, governance, and service delivery operations supporting over 40,000 faculty, staff, students, researchers, and healthcare professionals across academic, research, and clinical environments.

• Developed and matured a Service Management Office (SMO), establishing ITIL-based service management practices, governance frameworks, service performance metrics, and continual service improvement programs across the organization.

• Spearheaded the implementation, optimization, and ongoing governance of the ServiceNow platform, including Incident, Problem, Change, Knowledge, Request Fulfillment, Service Catalog, Self-Service, and Service Portal capabilities.

• Partner with executive leadership, business stakeholders, and technical teams to align technology services with organizational priorities, improve service quality, and drive measurable business outcomes.

• Establish multi-year service delivery roadmaps focused on operational excellence, automation, self-service adoption, service resiliency, and customer experience improvements.

Operational Excellence & Service Delivery:

• Direct all aspects of enterprise service desk operations, leading teams of 40+ service desk professionals and 10+ infrastructure engineers supporting a complex healthcare and higher education environment.

• Consolidated multiple distributed support organizations into a centralized Service Desk operating under a Single Point of Contact (SPOC) model, improving service consistency, operational efficiency, and customer experience.

• Expanded service desk operations to 24x7 support, ensuring continuous availability of critical academic, research, and healthcare services.

• Managed support operations handling more than 20,000 monthly contacts while maintaining a strong focus on service quality, responsiveness, and customer satisfaction.

• Designed and implemented KPI-driven performance dashboards measuring productivity, operational efficiency, first-contact resolution, service quality, and customer satisfaction to support data-driven decision-making and continual improvement.

• Led business continuity planning, disaster recovery coordination, and service resiliency initiatives to ensure uninterrupted delivery of critical technology services.

Healthcare Technology Leadership:

• Directed IT operations supporting the Miller School of Medicine and affiliated healthcare environments, leading a team of 40+ technical professionals responsible for mission-critical clinical and patient care technologies.

• Led client-side Epic EHR deployment across three hospitals and 30 outpatient facilities supporting more than 3,000 clinical users while simultaneously supporting Cerner EMR implementation for a public healthcare system.

• Implemented enterprise asset discovery and lifecycle management capabilities that improved infrastructure visibility, strengthened technology planning, and reduced operational support costs.

Financial Management & Organizational Leadership:

• Manage operational budgets, capital planning, technology investments, vendor relationships, contractor resources, and workforce planning for enterprise IT service delivery functions.

• Build and develop high-performing teams through coaching, mentoring, succession planning, and professional development initiatives that strengthen organizational capability and service excellence.

Enterprise Platforms, Automation & Security:

• Provide strategic leadership for enterprise identity, privileged access, and master data management services, driving automation, self-service capabilities, and operational efficiency across the technology ecosystem.

• Establish governance, performance metrics, and continuous improvement programs for enterprise platforms, ensuring secure, reliable, and scalable service delivery.

• Partner with cybersecurity teams to identify and mitigate operational and access-related risks while maintaining compliance, improving service reliability, and supporting organizational security objectives.

University of Miami | 2007-2013

• Managed a team of 18 help desk technicians, including nights and weekends support, handling over 9,000 calls monthly.

• Developed and managed on-call schedules, escalation policies, and disaster recovery procedures.

• Implemented and managed Incident, Change, Problem, Purchasing, and Asset Management processes.

• Produced and reviewed statistical data and trends in order to recommend improvements.

University of Miami | 2007

Installed, configured, and maintained over 500 servers, 200 applications, 10 IBM Blade Centers, 7 SANS, and 2 datacenters, including critical infrastructure (power, A/C, IP/KVM array, copper/fiber connectivity). Managed and maintained critical IT support services for over 8,000 users. Demonstrated strong technical skills in troubleshooting and resolving complex issues.

Herman Electronics | 2006-2007

Managed server room with over 16 servers including SQL, Exchange, web, FTP, and TS. Installed, configured, and maintained Cisco Routers, Checkpoint Firewall and VPN, Dell Switches and Servers, server racks, MITELL PBX equipment, Windows Server/workstations, Warehouse Management Software, and Blackberry Enterprise Server.

Cima Telecomm | 2005-2006

Configuring and maintaining NOC with over 25 servers, as well as switches, routers, and firewalls. Configuring and operating Windows Server 2000/2003, Active Directory, PIX, VPN, and Checkpoint firewall.