I am a very knowledgeable and experienced IT professional with over 20 years of IT Service Management experience (infrastructure, technology, process and procedure management, staff management, client support, and service delivery). My professional focus, as well as my natural predilection, is always on quality management, strategy, continuous improvement, and providing superior customer service. In addition, I always pursue helping to develop a quality business culture within the workplace wherever I am employed (a critical component of business success that is often overlooked).

Along with a Bachelor of Science in Information Technology degree and a diploma in Network Management, I am a Six Sigma Green Belt (quality management), ITIL Foundation (service delivery) certified and A+ (computer hardware) certified. I am both very knowledgeable and experienced with ISO 27001 requirements and preparations for company certification. As the company’s Information Security Officer, I managed the ISO 27001 certification project to successful completion and company certification in July 2019 and successful completion and company re-certifications in July 2020 and May 2021.

​

Retired: 1 June 2021

​

A few past responsibilities:

• Managed IT technical support teams and IT infrastructure for over 18 years. Areas managed over that time has included, but has not been limited to, help desk support, technology lifecycle management, service support, IT staff management, facilities and infrastructure, budget management, physical security, and information security. I have gained proven ability to effectively manage people and provide effective team leadership. Staff oversight has included recruiter coordination, hiring, training, performance reviewing, team building, staff development, and termination. I've managed IT support teams supporting clients such as Boeing, Westinghouse, Textron, ETS, and other large footprint organizations

• Managed ISO 27001 certification project to successful completion and company certification in 2019, 2020, and 2021

• Assisted with company's SOC2 certification in 2018

• Managed both incident and service request service desk tickets systems and queues along with maintaining service level agreements, performing root cause analysis, and implementing service delivery process improvements

• Managed financial aspects of the IT Department, including purchasing, budget management (both capital and operations budgets of over a million dollars), and have performed budget reviews

• Assisted with planning new corporate office location within the Asia Pacific region

• Managed company-wide computer refresh, upgrades, recycling, decommissioning, and disposal solutions (Complete computer hardware life-cycle management)

• Managed corporate-wide OS migrations of over 1000 end points

• Managed company software licensing, life-cycles, and standardization

• Managed service delivery metrics and analytics as well as tracked and developed management reports

• Developed and implemented standard operating policies and procedures, including those for day to day operations, support, security, disaster recovery, and service delivery

• Created and maintained document management systems for company IT documentation

• Managed and coordinated vendors relationships, outsourced resources, and consultant contractors as well as negotiated service agreements and contracts

• Managed company facilities including transfer switch, UPS, generator, and elevators

• Managing stakeholder in Corporate ISO 27001-2013 Certification

• Managing Stakeholder in 2 Corporate ISO 27001-2013 Surveillance Re-certifications

• Contributing stakeholder in corporate SOC 2 Type 2 Audit

• Managed various areas of corporate physical security, including security systems, surveillance systems, and key fob access control systems

​