Aircall · Bellevue, WA
- Serve as the go-to escalation expert for complex technical issues, providing expert support to both technical and non-technical stakeholders across a globally distributed workforce.
- Lead the full IT onboarding/offboarding lifecycle, provisioning and deactivating access across all SaaS tools and platforms to ensure security and compliance.
- Direct regional IT operations across the US, France, England, and Australia, ensuring alignment with global IT standards while addressing local needs and priorities.
Tessenderlo Kerley · Phoenix, AZ
- Elevated incident ticket SLA compliance from 76% to 96% within the first year, significantly improving end-user satisfaction and IT team credibility.
- Delivered multiple enterprise IT projects on time and on budget, including AV infrastructure refresh, Windows 11 migration, and Zscaler secure access deployment.
- Owned full-cycle IT procurement, managing both CapEx and OpEx budgets to ensure cost-effective technology investments and strong vendor relationships.
- Scaled and managed a multi-site team across the US and Mexico, driving performance through coaching, process standardization, and clear accountability frameworks.
Nextiva & SiteLock (UnitedWeb) · Scottsdale, AZ
- Scaled a global help desk team through 1,000%+ company growth — from 200 to 2,800 employees — hiring and developing talent across multiple countries.
- Deployed and administered key enterprise platforms including Microsoft 365, Google Workspace, Atlassian (Jira/Confluence), Okta, and Mimecast.
- Served as the primary escalation point for all critical incidents and high-priority service requests, ensuring rapid resolution and minimal business disruption.
- Designed and tracked KPIs to measure team performance and maintain consistent SLA adherence, reporting results to senior leadership.
- Led department budget planning and fiscal year expenditure forecasting, ensuring alignment with organizational financial goals.
UnitedWeb (Nextiva & SiteLock) · Scottsdale, AZ
- Provided desktop-level support including software installation, upgrades, and hardware diagnostics for a growing enterprise environment.
- Installed and managed operating systems and end-user desktop applications, maintaining detailed ticket documentation and resolution records.
Invaserv LLC (a Stateserv Company) · Tempe, AZ
- Procured, tracked, and maintained company software licenses, conducting regular audits to ensure licensing compliance and accuracy of the IT asset database.
- Administered SaaS platforms, network infrastructure, Active Directory, security systems, and file servers for the organization.
- Served as Project Manager for help desk migration (FogBugz to Zendesk), email migration (Exchange to Google Workspace), and Integra cloud firewall/MPLS deployment.
Invaserv LLC (a Stateserv Company) · Tempe, AZ
- Delivered Tier 1 support for hardware and software issues across desktops, laptops, and mobile devices in a Microsoft Windows environment.
- Troubleshot server/client applications and TCP/IP networking issues, preparing status reports and escalating critical issues to management.