I've built and led Internal IT Operations at ButterflyMX, supporting a distributed workforce through end-user support, endpoint lifecycle management, SaaS administration, and employee onboarding and offboarding.
I designed and implemented Zendesk as the enterprise ITSM platform, establishing ticket workflows, SLAs, KPIs, automation, and reporting. I also negotiated vendor contracts that delivered approximately 30% SaaS cost savings.
At Alaska USA Federal Credit Union, I led help desk operations supporting more than 2,200 employees across multiple states and maintained approximately 95% SLA compliance. I coached technical teams, managed escalations, and improved support consistency through operational standards, quality assurance, and knowledge documentation.
My foundation comes from the United States Air Force, where I maintained mission-critical communications infrastructure and led teams supporting secure communications and operational readiness. Across SaaS, financial services, and military environments, I bring 22+ years of hands-on IT leadership, service management, and security-focused operations.
