At Ryder System, I act as the executive escalation point for major incidents, coordinating response across IT Operations, Infrastructure, Cybersecurity, applications, and vendors. I reduced MTTR 18%, sustained 98%+ SLA compliance, and eliminated the top five recurring system failures through AIOps integration and formal Problem Management.
I also designed a Cloud Governance Framework formalizing 20+ SLAs/OLAs and deployed Python/RPA automation that drove a 25% efficiency gain. In my current role, I’m building a Microsoft 365 Copilot agent to generate weekly Problem Management KPI reports from ServiceNow data; through independent consulting, I advise SMB clients on IT governance, Microsoft 365/MDM, cybersecurity, and AI automation.
