Senior Director, IT
Salesforce
2017 - Present
San Francisco, CA
Leads global technology support services for Salesforce’s 75,000 employees from Day 0 to offboarding. Drives team to deliver value by enabling productivity, removing blockers, and delivering regular innovations to improve the employee experience. Partners with other teams to ensure secure and reliable IT operations while providing support to enable the $50B Salesforce enterprise. Provides around-the-clock operational IT support for Salesforce HQ, Americas, EMEA, APAC, LATAM, and Japan.
Responsibilities & Accomplishments
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Hire, lead, and develop top-performing IT leaders and staff responsible for user, AV, SME, and executive support teams.
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Define, iterate, and execute plans for the employee experience vertical category. Leverage IT Product Management resources, Scrum, and development teams to align and execute on vision.
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Workforce planning and financial responsibility for a 250-person global team with $25M organizational spend.
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End-to-end support ownership of technologies and services: endpoints, audio/video collaboration platforms, cloud apps, IAM activities, workplace infrastructure support, C-level executive support, ITSM administration, and events support (Dreamforce).
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Sponsor, accelerate, and implement technologies leading towards improved experience with IT’s products and services, such as deploying AI Ops tooling to deliver new scaling and automation platforms. Using NLP and machine learning, built new support intake channels leading to the increase of self-service deflections and reduction of human-assisted manual efforts.
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Strong focus on metrics and KPIs, building a culture of data-driven decision-making. Accountable for and delivered on operations performance outcomes, such as 95% end-user satisfaction from nearly 500,000 annual contacts.
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Directly involved in planning and execution of numerous M&A integrations (MuleSoft, Tableau, Slack) from diligence, through close, to full steady-state. Focused on reducing overlapping technology systems (tech debt) and organizational alignment.
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Delivered new security projects reducing risk and enhancing SOX control compliance. Automated user identification to prevent social-engineering attacks, streamlined and revised data loss prevention from devices.
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Bring the full power of IT to contribute to customer and partner growth. Contribute to executive briefings to CIOs and other senior leaders of multi-national external clients on how Salesforce IT does Salesforce-on-Salesforce.
Deputy Director, IT (Infrastructure Services)
April 2012 - June 2017
County of Alameda
Oakland, CA
Responsible for infrastructure operations, service delivery, user support, team leadership, and strategy development. Areas of focus: enterprise-wide server/storage platforms, network, data centers, telephony, 24/7 service desk, and desktop support. Managing on-premise and cloud services for 9,500 employees. Reporting to the CTO and leading a combined team of managers, analysts, and support technicians. Liaison with customers, customer account management team, and application development groups to ensure alignment between operations service delivery and business applications initiatives.
Responsibilities & Accomplishments
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Team Leadership – Plan, organize and directs efforts of the infrastructure team. Guiding team on project management and responsive customer communications. Research and implementation of new infrastructure systems. Vendor management (Microsoft, Cisco, AT&T, Avaya, IBM). Ongoing internal process optimization. Evaluation and selection of new strategic innovative technologies. Team recruitment, training, and performance management.
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End-User Customer Support – Oversee client-facing 24/7/365 Service Desk and desk-side support teams. Manage executive support (County Executive Administrator, Elected Board of Supervisors, Department Directors) Procuring and management of workplace endpoints (mobile devices, laptops, desktops, printers).
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Network and Unified Communications – Management of enterprise communications technologies: 1200+ routers, switches, wireless access points, VoIP handsets. Ensuring proactive monitoring, alerting high availability, and security protection for network operations, inclusive of 24/7 public safety customers; Sheriff, Fire, Emergency Medical Services.
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Server/Storage – Oversee administration of 700+ virtual and physical servers and associated SAN environments (Dell Compellent, NAS, EMC). Development of cloud strategy and Infrastructure-as-a-Service (IaaS) models. Ensuring maximum uptime for collaboration systems (Exchange/Skype) and IIS AIX Linux WebSphere web environments. Ownership of data protection systems (backup/restore) and endpoint security systems (virus/malware/vulnerability protection).
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IT Operations – Ensure uptime and optimization of County government data centers. Systems such as power, fire suppression, wiring, HVAC, and access control security. Develop repeatable business processes for user provisioning/identity management, audit, and security compliance.
Accomplishments
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Oversaw migration to Office 365 cloud and implementation of new collaboration tools (OneDrive, Groups)
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Modernized data backup systems from tape to Commvault disk systems and Azure cloud offsite storage
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Lead rollout of Skype for Business, Avaya VoIP softphones, and remote conferencing systems
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Developed a foundational security program (staff, vulnerability, and threat management technologies)
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Architected business consolidation of 14 Microsoft licensing enterprise agreements into a single agreement
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Oversaw merger of overlapping business unit IT and central IT to combine Support and Server teams
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Initiated Cisco wireless network upgrades and enhancements to support BYOD (Cisco 802.11ac Wave 2)
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Project Managed relocation of disaster recovery facility
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Deployment of NextGen Network: core, WAN, internet (Nexus, SourceFire IPS, ASA firewalls, ASR routers)
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Implementation of countywide Unified Messaging and PBX-to-VoIP Unified Communication systems
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Initiated and oversaw IT Service Management (ITSM) system upgrades leading to improved client service
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Technology strategy presentations to C-level senior leadership
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Developed internal Incident and Problem Management processes
Director of Information Technology
Esquire Solutions | Atlanta, GA
April 2008 - February 2012
Senior Manager, Workplace Technology
Morrison & Foerster LLP | San Francisco, CA
Sept 2007 – Sept 2008
National Director of Information Technology
LegaLink / Merrill Corporation | San Francisco, CA
May 2000 – Sept 2007
Education
Major: Computer Engineering
Focus: Information Technology Studies
Other Development Efforts
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Project Management Professional (PMP) | Agile Studies
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ITIL
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Salesforce Administration ADX-201
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Strategic Leadership | Multipliers | Korn Ferry Emotional Intelligence
Personal
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St. Anthony’s Foundation - Dining Room Service
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San Francisco & Marin Food Bank - Volunteering
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Friends of the Urban Forest - Volunteering
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