43%
Increase in employee retention
Hired and mentored part-time support staff, strengthening team retention.
Indiana University Southeast
Stronger teams.
Smarter IT.
Better outcomes.
I lead people, improve IT services, and connect technology decisions to organizational priorities. My experience in people management, support operations, and project leadership shapes how I develop staff, strengthen services, and guide change.
People leadership. Operational focus. Business perspective.
Selected impact
Progress you can measure.
Developing people, improving service delivery, and expanding capability — with measurable results.
52%
Reduction in ticket resolution time
Led the team in improving ticket resolution strategies and support performance.
Indiana University Southeast
$150k+
More than $150,000 in added revenue
Led organizational efforts to expand services to multiple customers.
LightChange Technologies
Leadership in practice
Leading teams. Improving services. Delivering change.
From managing a support team to expanding customer services and guiding complex projects, my work connects people, operations, and business priorities.
Project leadership & customer priorities
Delivering change with operational care.
I planned technology projects with scopes of work, work breakdown structures, and bills of materials. Business reviews with customers and account representatives addressed operational needs and revenue opportunities. I also mentored junior staff.
Led complex migrations with no unplanned downtime, protecting customer operations during change.
Project planning · Customer collaboration · Business continuity
Service expansion & reliability
Connecting technical capability to business value.
I led efforts to expand DevOps services to multiple customers. I strengthened platform reliability and access controls, directed a migration to a more resilient environment, and simplified maintenance with Terraform.
Expanded service offerings generated more than $150,000 in additional revenue.
Service development · Platform reliability · Operational efficiency
People & service delivery
Building a stronger support operation.
I managed Support Services, hired and mentored part-time staff, and led improvements to ticket resolution. I extended inventory capabilities and coordinated annual equipment sales to help fund equipment refreshes.
Team efforts reduced ticket resolution time by 52%. Hiring and mentoring increased employee retention by 43%.
Team development · Service improvement · Resource stewardship
Technical perspective
Leadership informed by experience.
Technical depth helps me ask informed questions, guide teams and projects, and weigh service quality, continuity, and risk against organizational priorities.
IT service delivery
Understand the services people depend on, connect IT capabilities to organizational needs, and keep service quality central to operational decisions.
Microsoft Azure · Microsoft 365 · VMware
Business continuity
Plan migrations and recovery with business operations in mind. Use experience with resilient platforms to assess continuity needs and reduce disruption during change.
Kubernetes · HAProxy · Disaster recovery
Security & risk
Make informed decisions about access controls, least privilege, and network security, balancing practical protection with the needs of people using the services.
RBAC · Least privilege · Network security
Continuous improvement
Help teams work more effectively through standardization, repeatable processes, and automation that reduces manual effort and makes services easier to support.
Terraform · Ansible · PowerShell
Let's connect
Good work starts
with a conversation.
Have a question, an idea to share, or a project to discuss? Send me a message. I'd be glad to connect.