About
Dynamic IT leader and business professional with 14 years of progressive experience spanning network operations, software development support, quality assurance and team leadership.
Proven success in process improvement, systems optimization, and cross-functional collaboration across technology and business teams.
Skilled at bridging technical solutions and business objectives to deliver efficient, scalable outcomes.
Passionate about developing people, driving measurable results, and enhancing customer and associate experiences.
Experience
IT Manager – Network Operations Center
Ferguson Enterprises
Nov 2014 – Present
Lead a diverse 24/7 operations team, ensuring exceptional service delivery, effective communication, and rapid incident resolution.
Drove process improvements that reduced hard down site instances by 48% within four months.
Partnered with vendors to enhance operational visibility through improved documentation, monitoring, and reporting.
Collaborated with IT and business leadership to document workflows, create SOPs, and standardize support processes across teams.
Mentored and trained a team of 23 to improve technical acumen, reduce escalations, and increase self-sufficiency.
ServiceNowProcess MappingVendor CollaborationAtlassianZendeskQA ProcessRoot Cause AnalysisTest Script Optimization
Education
California State University, Chico
Bachelor of Arts · English Language and Literature
2009
Skills
Technical DocumentationProcess MappingITILSAFeAgilePower BITableauSQLMicrosoft 365ZendeskAtlassianServiceNow
Languages
English (Native or bilingual proficiency)
