Enterprise IT runs best when service and security metrics move in the right direction at the same time.
My work as IT Director for the State of Utah's Division of Technology Services covers a $24M technology services budget and a 150+ person organization serving 26 agencies and 22,000 users. Over the past year my teams raised Tier I first-contact resolution from 65% to 80% and lifted desktop patching from a 490 to a 700 RiskSense score, while the Service Desk closed 70,000 tickets at a 4.9 of 5.0 satisfaction average.
Two service and security measures, baseline against current. Toggle to compare where the operation started with where it runs today.
One operator, positioned across the roles the work has already covered. Select a lens.
Run enterprise IT operations at scale and move service and security metrics together. ITSM in ServiceNow, SLA and KPI frameworks, endpoint governance, and a Service Desk that closes 70,000 tickets a year at 4.9 of 5.0.
Govern a $24M technology portfolio, chargeback-funded and structured to net to zero each year, across 26 agencies with 15+ vendor contracts. Agile, SAFe, Scrum, and Waterfall delivery under RAID and risk tracking, with executive dashboards that standardize reporting across a federated environment.
Translate executive priorities into execution across a 26-agency federated environment. Operating-cadence design, organizational redesign that created a new Tech Lead career track with 19 promotions across a layered structure of 6 directs and 9 supervisors, and a culture program for 800+ employees. Nova Chief of Staff certified.
The path here did not start in IT. Twenty-five years of statewide regulatory program management came first, building compliance systems, owning products, and answering to federal regulators. That grounding in governance, delivery, and public accountability is exactly what enterprise IT operations reward.
AI and automation, on the operations side. An MIT executive certificate in leading through AI, paired with product ownership of a ServiceNow Virtual Agent now in final testing, projected to deflect at least 20% of password-reset requests, keeps the operation moving toward automation that removes routine work rather than adding to it.