At UnitedHealth Group and Optum, I lead enterprise desktop support and field service operations for healthcare organizations across six states, supporting more than 61,300 users.
I direct 10 managers and 143 field technicians while managing $15M operational budgets and more than $4M in annual technology investments. I've led Windows 11 deployments and hardware refresh initiatives across six healthcare client organizations.
I built and scaled the Optum Clinical IT Support Center for 6,000+ clinicians and healthcare professionals. Through operational redesign, I improved First Call Resolution from 18% to 82%, reduced service desk operating costs by 30%, and maintained Net Promoter Scores above 80%.
Across an 18-year career with UnitedHealth Group and Optum, I've earned six promotions while leading ITSM governance, ITIL practices, desktop integration, M&A transitions, workforce optimization, and healthcare technology modernization.
