I am an experienced IT leader with over 10 years supporting and managing IT operations, digital workplace services, network infrastructures, multi-site infrastructures, and help desk support services. Proven ability to optimize end user computing experiences, manage vendor and MSP relationships, and deliver measurable improvements in operational performance and user satisfaction. Focused on improving system performance, user experience, and driving innovation. Passionate about building strong teams, developing people, and making a noticeable impact.

Director of IT Dec 2022 – Oct 2025
Bar Louie, IL/TXLead enterprise IT operations and infrastructure across multiple states, managing teams, vendors, and digital workplace services to improve employee technology experience and operational efficiency.• Directed internal IT teams and external vendors to deliver consistent, high-quality end-user computing support, improving ticket resolution efficiency and SLA compliance.
• Optimized software license usage across Microsoft 365, Teams, OneDrive, and other enterprise platforms, reducing underutilized licenses and improving cost efficiency.
• Managed device lifecycle processes (provisioning, onboarding/offboarding, Windows 11 migration) using RMM (NinjaOne) to ensure timely delivery and operational consistency.
• Oversaw vendor and MSP performance, conducting regular operational reviews, escalations, and KPI tracking to maintain high-quality service delivery.
• Evaluated and transitioned to a new email security platform, strengthening protection against phishing and lowering annual service costs.
• Migrated from a legacy helpdesk system to a modern cloud-based solution, enhancing workflow visibility and reducing software expenses.
• Developed and enforced PCI compliance and data security standards, ensuring full regulatory adherence and safeguarding customer payment data.
• Directed cross-functional projects with operations, finance, and vendors to align technology upgrades with business growth and cost-saving goals.
• Mentored and managed IT staff, improving helpdesk response times and overall team efficiency by 15%.
• Negotiated with MSPs and value-added resellers to optimize IT spending and improve vendor accountability, achieving measurable cost savings.
• Managed Microsoft 365 environment (Exchange, SharePoint, Teams, Intune, Entra ID) to ensure secure collaboration and business continuity.

IT Systems Manager Jan 2022 – Dec 2022
Foxtrot Market, Chicago, ILManaged digital workplace services, IT infrastructure, and vendor relationships to support a growing multi-location organization.● Implemented the company’s first helpdesk ticketing system, establishing IT workflows and SLAs that improved request tracking and accountability.
● Managed endpoint lifecycle, onboarding/offboarding, and POS (Clover) system reliability, enhancing store readiness and user experience.
● Negotiated vendor contracts (Google Workspace, antivirus, AppleCare) to reduce licensing costs while improving service levels.
● Led technology deployments and infrastructure set up for new store openings, ensuring seamless launch execution and zero downtime.
● Facilitated stronger communication between IT, and cross-functional teams through consistent on-site support and cross-functional collaboration.
● Oversaw MSP and vendor partnerships to maintain alignment on support standards, ensuring first-line teams were equipped with current information and capable of resolving issues efficiently across all sitesIT Project Manager/IT Field Ops MGR/Field Tech Oct 2015 – Jan 2022
Lettuce Entertain You Restaurants, Chicago, ILProgressed through roles to manage multi-site IT operations support, vendor partnerships, and digital workplace services for a large restaurant enterprise.● Directed IT project planning for new restaurant openings, coordinating low-voltage, power, and network infrastructure to meet launch deadlines and budgets.
● Managed field technician teams of up to nine, improving SLA compliance and documentation consistency across multi-site operations.
● Oversaw vendor relationships and procurement, ensuring projects were delivered on time and within budget while maintaining quality standards.
● Standardized IT support processes by creating SOPs and documentation that reduced resolution times and increased knowledge retention.
● Delivered hands-on end-user support via helpdesk, onsite, and remote systems, ensuring minimal downtime across multiple locations.
● Promoted from Field Ops Tech to IT Field Ops Manager based on consistent delivery of results and demonstrated leadership across IT operations.

SKILLS & TECHNICAL PROFICIENCIES

• IT Strategy & Operations Leadership
• Infrastructure & Network Management
• Coaching & Team Development
• Vendor & MSP Management
• Budget Management
• Cybersecurity & PCI Compliance
• Cloud Services (Microsoft 365, Azure AD/Entra ID)
• IT Project & Change Management
• Process Automation (CMD, PowerShell)
• Team Leadership & Development
• Cross-Functional Collaboration
• Technology Modernization
• Digital Workplace Operations: Endpoint provisioning, device lifecycle management, onboarding/offboarding, and end-user computing support
• Helpdesk Systems: Zendesk, HappyFox
• Security: FortiMail, FortiEDR, Barracuda
• MDM Platforms: Intune, NinjaOne, Hexnode (iOS, Android, Windows)
• Microsoft Suite: Exchange Online, Teams, OneDrive, SharePoint, M365, Azure AD/Entra ID
• Networking: Cisco Meraki (Firewalls, Switches, APs), VMware VeloCloud Edge
• POS Systems: Toast, Clover
• CMS Platforms: WordPress, Prismic
• Scripting: Working knowledge of CMD, PowerShell