Experience
The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.
— Bill Gates
Over 20 years of progressive IT leadership spanning infrastructure operations, IT service management, hybrid cloud strategies, and global team leadership.
My career reflects a steady progression from hands-on engineering to leading enterprise IT strategy, modernization, and service delivery.
Career Highlights
Driving Service Maturity
- Advanced ITIL-based processes across Incident, Major Incident, Problem, Capacity, and Availability.
- Strengthened ITAM/CMDB governance and improved vendor/SLA accountability, delivering measurable gains in service quality and operational transparency.
Leading Modernization
- Directed hybrid cloud strategies integrating AWS and Azure with legacy infrastructure.
- Championed automation and observability (ServiceNow, Splunk, SolarWinds, Ansible, etc.) to reduce downtime, streamline operations, and enhance SLA compliance.
Ensuring Resilience
- Designed and tested disaster recovery and business continuity programs, reinforcing organizational resilience and compliance readiness.
- Established infrastructure standards to ensure high availability and operational stability.
Building Teams
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Managed and mentored global ITSM and infrastructure teams, developing career paths, succession plans, and a culture of accountability
- Partnered with senior leadership and business stakeholders to align IT delivery with strategic business objectives.
Professional Experience
Manager, ITSM and Service Delivery
Ashland, Inc
May 2023 - Present
Wilmington, DE
Position Highlight
- Lead the Service Management Office, responsible for ITIL process ownership, ITSM strategy, and global service delivery alignment.
Focus & Scope
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ITIL Processes: Incident Management, Major Incident Management, Problem Management, Capacity Management, IT Asset Management (hardware and software), Configuration Management (CMDB), and Availability Management.
- ServiceNow: platform, integrations, workflow automation, reporting.
- Vendor & SLA Governance: performance, escalation, and KPI compliance.
- ITAM & CMDB Governance: lifecycle accuracy and compliance.
- Automation & Observability: ServiceNow, SolarWinds, Ansible.
- Global Team Leadership: mentoring, performance, and succession planning.
Key Contributions
- Redesigned Major Incident Management with post-incident reviews and leadership reporting.
- Improved CMDB/ITAM governance to enhance decision support.
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Established capacity and availability review cycles aligned with business demand.
- Strengthened MSP governance with proactive SLA risk mitigation.
Adjunct Associate Professor
University of Maryland Global Campus
November 2017 – Present
Online (Adelphi, MD)
Position Highlight
- Teach advanced undergraduate courses in cybersecurity, Cisco networking, and Microsoft infrastructure, blending theory with hands-on practice.
Focus & Scope
- Cisco networking: switching, routing, wireless, and automation.
- Microsoft infrastructure: Windows Server identity, networking, storage, and advanced services.
- Student career readiness through real-world scenarios.
Manager, Infrastructure Services
Ashland, Inc
March 2020 - May 2023
Wilmington, DE
Position Highlight
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Directed global core infrastructure services spanning design, engineering, operations, and supplier management.
Focus & Scope
- Global Infrastructure Lifecycle: compute, storage, networking, and virtualization.
- Financial Stewardship: budgeting, forecasting, and spending optimization.
- Architecture Standards & Best Practices.
- Incident, Event, and Problem Escalations.
- Reliability & Continuity: high availability, disaster recovery (DR), and business continuity planning (BCP).
- Change Governance: member of CAB.
- Vendor Partnerships & MSP Management.
Key Contributions
- Standardized infrastructure patterns for reliability and supportability.
- Strengthened escalation protocols and recovery practices.
- Implemented spend forecasting aligned with business cycles.
Director, Managed Infrastructure and Operations
Tech Strategies Group, LLC
November 2014 – March 2020
West Chester, PA
Position Highlight
- Directed infrastructure operations and modernization initiatives for multiple clients, partnering with executives on IT strategy, roadmaps, and compliance.
Focus & Scope
- Enterprise IT Roadmap Development, Execution, and Portfolio Oversight.
- Hybrid Cloud Strategies: public cloud + on-prem integration.
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IT Governance: policy, procedure, and training.
- Reliability & Continuity: high availability, disaster recovery (DR), and business continuity planning (BCP).
- Compliance Programs: including PCS compliance strategy for a regulated client.
- Runbooks & SOP Development: Incident, Problem, and Operations.
Key Contributions
- Executed hybrid cloud adoption to optimize scalability and cost.
- Built ITSM runbooks/SOPs for standardization.
- Established service review metrics to drive continuous improvement.
Lead IT Engineer
Sungard Availability Services
March 2011 – October 2014
Wayne, PA
(since 2022, Sungard AS is part of 11:11 Systems)
Position Highlight
- Led engineering teams in mission-critical environments with high-availability and crisis management requirements.
Focus & Scope
- Enterprise Crisis Management & Escalation.
- Infrastructure Reliability & Resilience.
- Automation & Consolidation for cost and efficiency.
- Team Leadership: performance reviews, skills development.
- Vendor coordination for upgrades and hardware/software optimization.
Key Contributions
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Introduced automation and consolidation to reduce overhead.
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Partnered with vendors on upgrades to enhance stability.
Earlier Career
Early roles included systems administration and engineering in enterprise networking, Windows Server, and telecommunications environments. These positions provided the technical foundation that enabled my growth into infrastructure leadership, IT service management, and global infrastructure operations.