Own delivery for premier global accounts protecting close to $30M in ARR. When high-severity platform instability hits, I'm the executive point of contact — leading the escalation, keeping client leadership informed, and turning the incident into a reason for them to trust us more.

Brought SRE discipline to crown-jewel brokerage platforms, onboarding Tier-1 applications onto unified observability and holding monthly availability at 99.5%. Owned root-cause analysis end to end and acted as the change gatekeeper that kept the platform stable.

Led PMOs and delivery teams of up to 120+ people and owned accounts worth $9M/year (Fossil) and $2.4M/year (Payless) — managing budgets, forecasts, and client proposals. Named Retail CG Icon of the Year, 2015.

Integrating generative-AI tools to speed root-cause analysis and automate reporting across premier accounts.

Onboarded Tier-1 applications to unified IT and business KPI dashboards.

Led a complex platform-conversion effort delivering client cost savings.