Transformational leader with a track record of driving mission-critical initiatives supporting cloud services for Oracle, eBay, PayPal, Skype, Ericsson, Microsoft and WebEx. Hands-on builder and technology leader with deep expertise in service operations, incident and problem management, software delivery transformation, and technical program management.

1. VP, Technical Program Management

   Oracle Mar 2023 – Present
   • Leads Oracle Applications Lab's (OAL) Program Management team driving automation and tooling programs that accelerate data center buildouts and enable Oracle's AI infrastructure growth.
   • Established OAL's Major Incident and Problem Management framework, serving as Incident Commander for critical issues — proactive monitoring, structured response, Jira-based problem tracking, and AI-assisted root cause analysis driving corrective and preventive actions.
   • Transitioned software delivery from SAFe to lightweight Agile, recovering over 10% of development resources in three months — annual resource recovery exceeding $10M alongside improved time to market.
   • Built a Program and Portfolio Intelligence Platform with Codex and Oracle APEX to enforce governance standards and surface insights from execution through executive review.
   • Led the Cerner operational integration, moving Quote-to-Cash from multiple third-party suppliers onto Oracle's Fusion stack in nine months, improving the QtC experience.

2. VP, SaaS Production Engineering

   Oracle Mar 2018 – Mar 2023
   • Transformed a reactive Enterprise Operations organization into a proactive Cloud DevOps team running 24x7x365 incident response across Oracle's SaaS portfolio.
   • Developed the incident management process and tooling framework for Oracle's SaaS portfolio — enabling self-healing and reducing time to mitigate by over 35% since inception.
   • Drove the migration from siloed tools and teams for signal collection, alerting, correlation and response to an integrated full-cycle capability — and cut time to notify customers of impacting events by 50%.
   • Restructured and modernized a 300-person organization while lowering costs by more than 50%, avoiding roughly $36M over three years.
   • Eliminated 50% of inbound work request volume while improving first-touch resolution through automation and self-service.

3. VP, Service Delivery and SRE

   Ericsson / MediaFirst Jan 2014 – Mar 2018
   • Established the DevOps model and built a Global Service Center for B2B2C media solutions, launching MediaFirst as a V1 SaaS TV platform.
   • Hired and led a global team of 40+ service engineers, SREs, CI/CD engineers, program managers and architects supporting 24x7x365 TV solutions.
   • Achieved >99.99% availability through 10x demand growth via proactive surveillance, automation, HA cloud architecture and SRE discipline.
   • Implemented an Agile release model — CI/CD, feature toggles, blue/green releases — that cut time to market by over 50% at carrier-grade availability.

4. Director, Service Engineering and Hardware Delivery Solutions

   Microsoft Mar 2006 – Jan 2014
   • Led budget, strategy and operations for a 24x7x365 Service Operations Center providing monitoring plus incident, change, release and problem management for Microsoft cloud services.
   • Managed integration and service launches for acquisitions including FAST Search, Skype and Yammer; led disaster recovery remediation for a business generating more than $1M per month.
   • Reduced infrastructure delivery cycle time by more than 50% and lifted customer satisfaction from 66% to 95%.
   • Scaled cloud deployment services through 5x year-over-year demand growth across Azure, Xbox Live, Messenger and Windows Live ID.

5. Manager, Service Operations

   eBay / PayPal Jul 2004 – Mar 2006
   • Oversaw change, release and problem management while developing processes and tools for eBay.com and PayPal.com site operations.
   • Program managed PayPal's Availability Steering Committee, driving availability above 99.95%.
   • Built a capacity planning and infrastructure delivery process that eliminated capacity-driven outages by identifying risks months ahead of service impact.
   • Created disaster recovery plans and supported third-party and internal audits including SOX, FSA and ACH.

6. Sr. Manager, Service Operations

   WebEx Jun 2000 – Jul 2004
   • Managed data center operations supporting 24x7x365 monitoring and deployment of a cloud-based SaaS solution.
   • Raised service availability from 99.95% to 99.99% by working across engineering, product management and customer care.
   • Built service provisioning and onboarding capabilities to scale through 80x customer growth.
   • Pioneered offshore operations and automation, cutting cycle times by more than 50% and avoiding over $1M annually.

7. Strategic Supply Planning

   Intel Corporation Jan 1996 – Jun 2000
   • Developed product build strategies and what-if models for Intel Architecture microprocessors, supporting build plans exceeding 100M units annually.
   • Automated build-plan analysis, halving monthly planning effort and saving 40 hours per week at each of five Intel sites.