Professional Experience

Work experience
Aug 2013 - Present

Service Delivery Manager - Technical Support Services


Technical Service Delivery- Manage engineers in the Central and South Texas territories supporting client's critical IT services.  24/7 hardware and software maintenance for high end infrastructure and systems; Power, Storage and Mainframe.

External client and business partner focal for IT hardware and software support services, maintenance, contracts, and renewals.  Single interface for public, government and private customers including Fortune 500 Companies Citigroup, Apple, Home Depot, Exxon, Lowe's, and Chevron.

Drive strategy and business results including client satisfaction, productivity, and financial targets.  Responsible for revenue generation and growth.

Organization Planning - Provide leadership and contribute in organizational strategy planning to ensure that business objectives aligned and then met/exceeded.

Employee HR Management - Performance motivation, feedback and review. 


160% territory revenue growth in first year

Award from TSS North America General Manager for Outstanding Contributions

Jan 2009 - Aug 2013

Information Security Advisor - American Express


Security Policy Implementation & Compliance Lead - Advise, implement and enforce account and company security policy including PCI and FFIEC standards and regulations. Identify and mitigate/minimize information security risks.

Global Patch and Vulnerability Program Management - Manage global delivery teams in India, Argentina and Brazil, ensure security and compliance posture, recognize security gaps, monitor industry threats, identify vulnerabilities, perform audit readiness reviews, create solutions and drive to closure, process development, assign and manage workload working closely with the customer and international teams, Service Level Agreement (SLA) reporting, issue and risk management, managing SOW, PPGs and DDDs, extensive metric reporting, audit focal and compliance leadership.

Executive SLA and Operational Metrics Management: American Express Security Services - Manage 20 SLAs, SLA negotiations, reporting and definitions with the customer. Extensive executive metric reporting.


Reduced open vulnerabilities by 90% within first six months

100% SLA attainment for all 20 Security SLAs for over four years straight

Bravo Award for High Customer Satisfaction and Security Posture

Mar 2005 - Jan 2009

Team Lead - Identity and Access Management


IAM Audit and Governance Focal - Drove all IAM functions for 40 commercial accounts including Disney, Michelin, AT&T, Fluor and GE Capital.  Manage SOX, PCI, and KCI audits, quarterly and annual revalidations, maintain audit posture, compliance and readiness, issue management, security process enforcement, and process/procedure improvement and review. 

Security and IAM Subject Matter Expert - Contributed to IAM automation tool proof of concept development. Universal Revalidation Tool (URT) and Tivoli Identity Manager (iTIM).

Lead up to 30 IAM employees - Workload management, resource allocation, strategic direction, special projects, performance evaluations, measurements, account SLA management, escalation focal, anticipate and solution for problems/changes, mentoring and growth of individual leadership skills.


Rolled out custom developed IAM tool for Flour Corporation

Successfully led and project managed the critical, executive focused security compliance 90 Day Fixit project on over 40 accounts including a complete environment cleanup on all servers and revalidation in 45 business days.

Developed Sever Onboarding process that was adopted company wide

Three Bravo Awards for Outstanding Contributions

May 2001 - Mar 2005

Engagement and Transition Manager


Commercial Account Engagement Focal - Single IBM focal for new IAM business sizing, peer organization collaborative sizing and secure funding/interlock.

Project Manager - Drive account and organizational projects including new business engagements, IAM transitions, global workload transitions including change and risk management, execution, post mortem and end to end coordination.


Significantly contributed to Security Competency as the South Distributed ID Administration representative influencing the common ID Admin offerings and processes being defined and standardized on a national level to be used for all IBM IAM engagements.

Proactively created Transition Plan templates and checklists that were implemented for use by project managers organization wide.

May 1997 - May 2001

Certified Lotus Notes & Systems Administrator


UNIX/Intel Systems administration, Lotus Notes administration and IAM support, change management, pager rotation, project work, migrations, and process and procedure development and maintenance.


Award for outstanding contribution in the Lotus Notes Migration Project


Mar 2014

Manager Development Program - Armonk, NY


Leadership training for managers with focus on IT strategy and employee empowerment

Jan 2007 - Nov 2007

IBM Leadership Excellence Program


Executive nominated Leadership Excellence Program for future Technical Leaders

Aug 1997 - Dec 2002

Bachelor of Science - Textiles & Apparel, Minor - Business Administration

University of Texas at Austin

College Honor Society President - Kappa Omicron Nu


Feb 2010 - Feb 2015

CISA® - Certified Information Systems Auditor

Feb 2011 - Feb 2015

CRISC® - Certified in Risk and Information Systems Control


Awards & Extracurricular

2014 Austin Employee Charitable Contribution Campaign Site Coordinator

2013, 2010 - Promotion

2008, 2007, 2006, 2005, 2004 – Highest Performance 1 Rating

2010, 2007, 2006, 2005 - Bravo Awards

President of College Honor Society - Kappa Omicron Nu

Volunteer: Cactus Ranch Elementary & Girl Scouts of America