Sr. IT Automation Solutions Engineer · IBM
Field-first practitioner turned enterprise AI architect. Built NOC dashboards overnight, deployed ticketing platforms from scratch, and onboarded M&A subsidiaries hands-on — now driving AIOps, TBM, and automation for Fortune 500 companies at IBM.
Career at a glance
IBM · 2022–Present
Sr. IT Automation Solutions Engineer
AIOps · FinOps/TBM · workload automation · Targetprocess · Fortune 500
JetBlue · 2022
Manager, ServiceNow ITSM
20,000+ employees · ITSM roadmap & platform ROI
NBCUniversal · 2020–2022
ITSM Program Manager — Peacock
Super Bowl & Olympics ops · 30% fewer service interruptions
Hays / Navy Federal · 2020
ServiceNow ITSM Consultant
CMDB/CSDM · Targetprocess · SAFe AWS DevOps modernization
Amazon / AWS · 2014–2019
Global IT Program Manager
M&A onboarding · workload scheduling · 30% incident reduction
Barnes & Noble · 2009–2013
Network Operations Center Engineer
Multi-monitor NOC dashboard · 24/7 ops · 30% outage reduction
Cloud savings identified via TBM & FinOps
Incident reduction — replicated across 4 orgs
Employees on ServiceNow at JetBlue alone
Years from NOC floor to enterprise AI
What I Do
AIOps, cloud operations, Agile delivery, workload automation — with deep roots in enterprise ITSM and field ops.
AIOps & Intelligent Automation
Agentic workflows for incident management, CVE vulnerability analysis, and AI-driven event correlation using IBM Watson AIOps and Instana APM to eliminate alert noise at scale.
APM & NOC Observability
Full-stack APM and network performance monitoring. Built multi-monitor NOC dashboards across 24/7 ops — Nagios, SiteScope, HP OpenView, Splunk, Kibana integrated into single-pane-of-glass views.
FinOps & TBM
Technology Business Management via APPTIO to align IT spend to business value. Identified millions in cloud savings. FinOps-driven cost visibility, optimization, and governance across cloud environments.
ITIL / ITSM & ServiceNow
Led ServiceNow platforms for 20,000+ employee orgs. Full lifecycle ITSM — Incident, Change, Problem, Asset, CMDB, CSDM — across healthcare, aviation, media, finance, and big tech.
Agile & SAFe — Targetprocess
SAFe Agile program management using Targetprocess for portfolio backlog, PI planning, epic tracking, and sprint velocity dashboards. Bridges Agile delivery with ITIL change and release governance.
Workload Automation Modernization
Led workload automation tool modernization engagements at IBM — migrating and optimizing enterprise batch environments across IBM Workload Scheduler and AutoSys (CA Workload Automation). IaC with Ansible and Terraform. AWS multi-cloud infrastructure and CDN configuration for streaming at scale.
NOC Operations
4+ years running 24/7 Network Operations Center at Barnes & Noble — monitoring retail POS and NOOK digital platforms across multi-monitor KPI dashboards. Black Friday. Every minute of downtime costs real money. That pressure shaped everything that followed.
NOC Toolstack
ITIL / ITSM Depth
Every discipline — applied across healthcare, aviation, media, financial services, and big tech.
Incident Management
Incident COE at Amazon reducing major incidents 30%. Proactive risk scoring at NBC Peacock cutting interruptions 30%.
Change Management
Change governance via ServiceNow for Super Bowl, Olympics, and Peacock launch. Navy Federal and Amazon infrastructure change control.
Problem Management
Repeat incident identification at Mount Sinai. COE correction-of-errors frameworks at Amazon reducing systemic failures.
Asset Management
Full asset lifecycle — hardware procurement, software licensing, SCCM/JAMF endpoint management across Amazon NYC offices.
CMDB
Led CMDB at Navy Federal mapping application dependencies — enabling accurate impact analysis and risk management.
CSDM
Common Service Data Model aligning business services with technical CIs for change impact analysis and incident classification.
Service Catalog
Self-service request management and KPI dashboards for Navy Federal and JetBlue with full leadership visibility into IT performance.
CSI & Governance
Monthly VP-level business reviews. ITSM gap analysis, platform roadmaps, and operational control improvements across Fortune 500.
Featured Projects
Real platforms designed, deployed, and operated hands-on — with measurable outcomes on every one.
Barnes & Noble · 2009–2013
Designed and operated a multi-screen NOC environment covering Barnes & Noble's retail POS and NOOK digital platforms — consolidated KPI views across load balancers, servers, network endpoints, and application layers in a single pane of glass.
Barnes & Noble · 2009–2013
Built and configured an OTRS ticketing system at Barnes & Noble to coordinate tasks between the helpdesk team and operations — enabling structured ticket routing, escalation tracking, and cross-team task visibility across the retail and NOC support environment.
Amazon / AWS · 2017–2019
Led end-to-end IT integration for Amazon's M&A subsidiary portfolio — network connectivity, identity, endpoint provisioning, security tooling, and ITSM access across global acquired sites.
Navy Federal · IBM Clients · 2020–Present
Applied Technology Business Management via APPTIO to map IT cost towers to business services. Used Targetprocess to manage SAFe Agile portfolios, PI planning cycles, and backlog visibility alongside ITSM governance.
NBCUniversal · 2020–2022
Led IT operations standup for the NBC Peacock streaming platform — AWS and CDN infrastructure coordination, ITSM governance, and live event ops for Super Bowl and Olympics broadcasts from day one.
Full History
Every role, every industry — a progressive track from NOC floor to enterprise AI.
IBM
Jun 2022 – Present
JetBlue
Jan 2022 – Jun 2022
NBCUniversal
Sep 2020 – Jan 2022
Hays / Navy Federal
Jan 2020 – Aug 2020
Amazon / AWS
Dec 2014 – Nov 2019
Mount Sinai
Dec 2013 – Dec 2014
Barnes & Noble
Aug 2009 – Dec 2013
Technical Skills
AIOps & Monitoring
ITSM & Ticketing
Cloud, IaC & Automation
Agile & Leadership
Get In Touch
Open to consulting engagements, speaking opportunities, and enterprise IT advisory roles. Let's talk about what field-tested, AI-driven operations can do for your organization.