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.