At T-Mobile, I led IT operations transformation and self-service across 180+ customer-facing applications. I established ITIL-aligned incident, change, and problem management practices that sustained 99%+ SLA compliance, and expanded an international self-service model that reduced vendor spending by approximately $600K.
I redesigned Jira change workflows, reducing intake from about 20 fields to six and submission time from about six minutes to one. In my concurrent performance engineering role, I directed Apple and Samsung launch performance work that helped protect more than $500M in projected revenue; earlier, I redesigned messaging architecture and reduced processing latency by 20%.
