76→96%
SLA compliance · Tessenderlo Kerley · year one
Turned an informal queue into a reliable service.
Rebuilt triage and escalation workflows, made performance visible, and coached the team against a shared operating rhythm.
01Selected results
Operational change
you can measure.
The work ranges from stabilizing daily service to scaling global operations. The common thread is a clear baseline, a system people can follow, and an outcome the business can see.
1→15
Help desk team · Nextiva · 2016–2022
Scaled support while headcount grew fourteenfold.
Built the team, processes and reporting needed as the company expanded from 200 to 2,800 employees across multiple countries.
1,000+
Users reached · Tessenderlo Kerley · 2023–2025
Modernized the fleet without losing momentum.
Delivered Windows 11, Zscaler and AV infrastructure programs across the US and Mexico, on time and within budget.
$5MIT spend managed
10US and Mexico team
150+SaaS tools governed
09Domains operated
02Domains
What I am accountable for, and what depends on it.
Explore how the areas I own depend on one another. Select a domain to see which operations are affected when it is unavailable.
Select a domain to trace its dependencies
Network and connectivity is the deepest dependency on the platform. A failure there degrades seven of the other eight domains. Only vendor, asset and spend is unaffected. Select any domain to model its failure.
Network & connectivity
Platform uptime and both ISP relationships, covering primary service, secondary service and failover. Name resolution and addressing within the platform’s OU are managed here.
Zscaler deployment and AV infrastructure refresh across 1,000+ users in the US and Mexico. Tessenderlo Kerley, 2023
Cloud firewall and MPLS rollout. StateServ, 2011
Cloud firewall and MPLS rollout. StateServ, 2011
Vendor, asset & spend
Procurement through shipping, receiving and asset tracking, the vendor relationships that support it, and site assessments scoping requirements for new and existing facilities.
$5M IT procurement across CapEx and OpEx, with vendor negotiation and forecasting alongside Finance. Tessenderlo Kerley, 2023
Identity & access
Every account, group and permission on the platform, and the access changes required whenever a role changes.
Okta and Microsoft 365 identity through growth from 200 to 2,800 employees. Nextiva, 2016
IAM policy set with Infrastructure Security. Aircall, 2025
IAM policy set with Infrastructure Security. Aircall, 2025
Endpoint fleet
Every server, workstation and peripheral on the platform, from build and configuration through monitoring to decommission.
Hardware lifecycle for 1,000+ global endpoints. Aircall, 2025
Windows 11 migration for 1,000+ users. Tessenderlo Kerley, 2023
Windows 11 migration for 1,000+ users. Tessenderlo Kerley, 2023
Productivity platform
The Microsoft 365 tenant, licensing, mail, files and the collaboration stack the organization works in.
Microsoft 365, Google Workspace, Atlassian, Okta and Mimecast administration. Nextiva, 2016
Security & compliance
Accountable owner of the platform’s security and compliance posture against Anticimex Inc IT regional standards. Covers patching, endpoint protection, system health and audit readiness.
Zscaler zero trust deployment. Tessenderlo Kerley, 2023
Least privilege provisioning and audit readiness. SiteLock, 2016
Least privilege provisioning and audit readiness. SiteLock, 2016
Employee lifecycle
IT onboarding delivered with hiring managers and vendors, access changes on internal moves, and deprovisioning on exit.
Onboarding and offboarding across Google Workspace, Okta, Zoom and 150+ SaaS applications. Aircall, 2025
Service delivery
Every incident and request arriving by phone, portal or email, triaged, prioritized and resolved against defined SLAs.
SLA compliance raised from 76% to 96% within the first year. Tessenderlo Kerley, 2023
Help desk grown from 1 to 15 staff, with ownership of every P1 and P2. Nextiva, 2016
Help desk grown from 1 to 15 staff, with ownership of every P1 and P2. Nextiva, 2016
Documentation & tooling
Runbooks, standard operating procedures and technical documentation for platform operation, together with the internal dashboard I built and maintain for the team.
Access restricted. Documentation and internal tooling are maintained for the team rather than published.
03Tools
Built where no product
met the requirement.
Each of the following began as an operational problem in one of my roles.
saasguard
Aircall had no single view of which SaaS applications were in use, what they cost, or which accounts remained active after offboarding. saasguard reads Microsoft Graph and Entra ID and reports all three in one dashboard.
Sanitized summary · no company data publishedFloorcraft
Desk assignment across a multi-floor office exceeds what a spreadsheet can hold once hoteling, hybrid schedules and multiple sites are involved. Floorcraft makes the floor plan the source of truth and tracks every reassignment.
slack-buddy
A conversational assistant for recurring IT questions that do not warrant a ticket. It answers within Slack, where staff already work.
The platform dashboard
Built for Eastside Exterminators so that runbooks, procedures and current platform state are available to the team directly. Documentation that requires a request to reach it does not serve its purpose.
Sanitized summary · no company data published04Experience
Sixteen years.
A wider operating scope.
The chart shows the full progression from frontline support to platform ownership. Four recent roles follow; the complete résumé carries every position and detail.
Drawn to scale. Select a role to jump to it. SiteLock and Nextiva ran concurrently.
Eastside Exterminators
IT Leader
Jun 2026 to present
Bothell, WA
Bothell, WA
- Sole accountable IT owner for the Eastside platform, covering service delivery, infrastructure, security and compliance in line with Anticimex Inc IT regional standards, policies and SOPs.
- Build runbooks, technical documentation and SOPs to standardize platform operation, and drive continuous improvement across the local IT function.
Aircall
IT Operations Manager (Contract)
Aug 2025 to May 2026
Seattle, WA · Hybrid
Seattle, WA · Hybrid
- Managed hardware lifecycle for 1,000+ global endpoints, covering procurement, configuration, shipping to remote employees and asset tracking. Worked directly with Finance and Procurement on budget forecasting and vendor decisions.
- Built saasguard, a TypeScript dashboard on Microsoft Graph and Azure AD, to surface shadow IT, track SaaS spend and flag accounts that remained active after offboarding.
Tessenderlo Kerley
Service Management Office Lead, ICT
Apr 2023 to Sep 2025
Phoenix, AZ · On-site
Phoenix, AZ · On-site
- Raised SLA compliance from 76% to 96% in the first year, primarily by rebuilding triage and escalation workflows that had run on informal processes for years.
- Managed $5M in IT procurement across CapEx and OpEx, including vendor negotiations, contract renewals and annual budget forecasting with the Finance team.
Also held: ICT Procurement Management, Jul 2023 to Sep 2025
Nextiva
Help Desk Manager
Aug 2016 to Dec 2022
Scottsdale, AZ
Scottsdale, AZ
- Grew the help desk from 1 to 15 people as the company went from 200 to 2,800 employees, hiring and onboarding staff across multiple countries while continuing to run day to day support.
- Served as primary escalation owner for all P1 and P2 incidents, leading response, coordinating across engineering and operations, and driving resolution across time zones.
What I work in
Leadership & service
Platforms & security
Automation & engineering
05Contact
Building or modernizing
an IT operation?
I bring hands-on technical judgment, calm service leadership and an operator’s focus on measurable results. Reach me directly through any of the following.