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Work experience

Jan 2012Present

Director of Managed Services Operations


  • Strategic development of Managed Services Portfolio encompassing Service Desk, Application Support, Quality Assurance, Desktop Operations and Server Maintenance.
  • Oversee execution and on-going operational support for all Managed Services Offerings. 
  • Responsible for multiple outsourced Service Desks, large-scale desktop and peripheral deployment efforts, as well as server maintenance.
  • Engagement Manager for technology refresh of 400 locations across multiple states in 6 weekends while managing the recruitment of over 1,800 technicians.
  • RFx responses, proposal documentation, pricing analysis and modeling. 

Senior Vice President & Director IT Services and Sustainability Center of Excellence

KeyBank National Association

SVP & Director of IT Services and the Sustainability Center of Excellence

IT Services:

  • Strategic development of long term vision for technology purchasing with CIO and line of business executives for technology purchasing in support of broader corporate objectives
  • Sourcing execution resulting in $8.5MM in 3rd party spend savings for 2010; Responsible for over 1,100 IT vendor partnerships; $220MM Spend Under Management
  • Vendor management and validation of sourcing strategy for all IT spend categories, including hardware, software, and telecom; and leads implementation
  • Developed and implemented corporate policies in support of sustainable multi-million dollar savings initiatives; Led IT Procurement activities in support of Corporate Mobility and Virtualization programs
  • Delivered Corporate Wireless Program resulting in $1.5MM annual savings and cultural changes across the enterprise
  • Implemented several procurement operations tools to provide increased process efficiencies and client satisfaction
  • Co-Chair Supplier Diversity Advisory Council.  Responsible to ensure the success of Key's minority and women owned business enterprise (MWBE) Supplier Diversity program; achieved 19% diversity spend for 2010 against 15% corporate goal 

Sustainability Center of Excellence:

  • Chair Key Green Council; governing body to all sustainability initiatives
  • Chair Key's Green Network; Employee Sustainability Engagement Program
  • Director of Sustainability COE; operational body responsible for strategic program development and CSR Reporting
  • Responsible for the development of strategic enterprise environmental sustainability programs across lines of business to bring about positive environmental impact and cost savings
  • Provide leadership and direction to drive cultural change across organizational units in support of environmental sustainability initiatives
  • Execute reporting activities to drive and communicate program delivery and results; leverage opportunities and capabilities across organizational boundaries to accomplish goals

VP & Director Enterprise Operations Support

Director of 4 Operational Divisions (300+ FTE) encompassing Service Desk/Critical Incident Recovery Management, Enterprise 24X7 Operations Command Center, Service Assurance and Measurement, and Request Management Design and Support Services

·Executive sponsorship for Enterprise-wide Request Management tool and concepts for planning, building and Running process solutions that provide measurable improvements in efficiency, cost or revenue. Responsible for increasing efficiency of line of business processes with measurable efficiency improvements

·Business sponsor for implementation of ITSM Enterprise Service Management Tool based on ITIL v3 methodologies and best practices

·Standardized monitoring and alert detection utilizing IBM Tivoli product suite to provide proactive event analysis; provide proactive communications and timely resolution of issues to minimize business impact

·Enterprise Architecture Domain Strategy Owner for Technology Process and Inventory systems and applications

·Executive level accountability for P&L, strategic planning, staffing; annual operating expense of $40MM


VP and Director Enterprise Technology Client Services

Director of 205 employees overseeing enterprise technology client services.

  • Responsible for Helpdesk Services/ Critical Incident Management, all aspects of IT Asset Management, Engagement Management, Print Optimization, ITIL based Service Management, and LAN/Desktop Support.
  • Executive level accountability for P&L, strategic planning, staffing; annual operating expense of $38M.
  • Extensive involvement in a variety of RFXs and contract negotiations.
  • Continuous efforts around Enterprise Content Management and paperless workflows. 
  • Re-engineered procurement process for all corporate PCs to a centralized image and distribution center.
  • Executive sponsorship of 5 strategic vendor partnerships with contract values ranging from $500,000 to $6M.
  • Served as an intermediary between technology partners and business clients to facilitate revenue generation and/or cost reduction initiatives.

VP and Division Manager Western United States, Engagement Manager Distributed Print

KeyBank National Association

Leadership responsibilities for 100 employees overseeing all aspects of LAN Support for the western United States as well as Corporate Print Optimization activities.

  • Implemented tool and best practices around LAN File Share provisioning in accordance with GLBA privacy guidelines and standards.

VP and Regional Manager for Northwest Region; Engagement Manger PC


  • Leadership responsibilities for 60 employees across the northwest overseeing all aspects of LAN Support and PC Refresh.
  • Support for over 15,000 end user devices.
  • Engineered and implemented centralized PC image distribution center and equipment redeployment facilities to perform annual PC replacements of 8,000 per year.

Senior IT Project Manager and Project Performance Technology Coordinator

  • Carried project portfolio of 10-12 large scale initiatives including relocation of trade floor facilities.
  • Served as Project Performance Coordinator for all Enterprise Technology Operations.
  • Technology Y2K Coordinator
  • Facilitated IS/IT 13 week aggressive costing initiative for the corporation

Keybank National Association LAN Administrator

• Performed all aspects of LAN support and administration for Key Loan Services Facility


Mar 2011Present

Weatherhead School of Management - Case Western Reserve
Aug 2003Jun 2005

Study of Bachelors of Business Management

University of Phoenix

Novell 3.1 CNE

Pacific Dataware

View Linked In Profile

Xerox Award


Document Management Publications

Affliation Links


Key Saves Millions

The Paper Chase

Cut Operating Costs

2008 KeyCorp Chairman's Award

2009 & 2010 CIO Forum ITIL Panel


Innovator~ Strategic Visionary ~ Respected Leader ~ Team Branding


Decisive, self-driven individual offering over 15 years of executive leadership experience in strategic sourcing, financial management, and process re-engineering. Strong foundational knowledge of helpdesk services, critical incident management, all aspects of IT asset management, engagement management, enterprise print management and optimization, ITIL-based service management.

Exceptional strategic appreciation and vision; passionate ability to develop and deliver on expansive and complicated enterprise level engagements including Document Management and Print Optimization - consolidated 12,000 personal devices and achieved $1MM in annual savings by changing personal print behaviors. Proven Financial Management; responsible to oversee $40MM P&L, Strategic IT Sourcing Relationship Development with $220MM Spend Under Management, and Contract Negotiations resulting in $8.5MM annual savings.

Visionary attributes pertaining to process optimization and workflow integration resulting in increased speed to market and reduced FTE costs as well as demonstrated proficiencies in ITIL Methodologies, Engagement Management, and Six Sigma Disciplines; comprehensive knowledge of OCC and other regulatory and audit requirements pertaining to all aspects of Change, Problem, and Release Management.


February, 2011

"Think Big" Supplier Diversity Award

January, 2009

Chairman's Award - Smart Print

August, 2008

Thought Leadership Sustainability Summit Crystal