At Ardagh Group, I own service delivery, infrastructure operations, and SLA governance across 36+ North American sites. I centralized fragmented regional support and improved service performance, cutting MTTR by 40% and raising CSAT to 94%.
I redesigned ServiceNow workflows and introduced weekly SLA reviews, improving first-contact resolution from 68% to 85%. I also delivered $1.5M+ in Opex savings through contract negotiation, service rationalization, and spend consolidation.
At Jason Group Inc., I led regional IT support across nine manufacturing and logistics facilities in the U.S. and Mexico. I led a SolarWinds ITSM migration and supported infrastructure deployment for a 1M sq. ft. logistics facility, enabling production go-live on schedule.
At Belden Inc., I supported enterprise infrastructure, SOX compliance, and IBM iSeries operations in a manufacturing environment. I hold an MBA in Information Technology Management and am ITIL v4 Certified.
