Resume

Personal Tenets

• Assume a positive intent towards people and problems.
• Question everything and embrace constructive conflict.
• Prioritize action over planning.
• Always be curious - love the unknown, brace to learn.
• Never assume anything, do the hard work to discover the truth.
• Use data to discover truth, not anecdotes.
• Be pragmatic with solutions and implementations - understand reality more than theory.
• If you never get your hands dirty, you’ll never understand the work.
• Ditch the bullshit, be a person.

EXPERIENCE

LivePerson

August 2018 - Present

LivePerson is a global tech company that brings conversational commerce to the forefront of how brands engage with their customers. LivePerson had undergone a radical transformation and I joined the company to lead the Operational Excellence portion. I took on a small team (Business Operations, 6 people) of wildly talented engineers and we focus on simplifying processes, building automation for internal teams, and getting our company lean in how we deliver work.

My role always overlapped with IT and we would always partner on key initiatives together. In 2022, LivePerson formalized my role to lead both Business Operations and IT (70 people). Collectively, we were known as Global Technology.

Director of Global Technology (2022 - Present) - L5

• Restructured the Strategic and Enterprise IT teams to focus more on core competencies rather than having generalists. The teams were restructured into Business Operations (focusing on internal apps and engineering related to those tools), IT Product and Design (Building LPSync, mentioned below), IT Engineering (building automation related to endpoint management, IT infrastructure, and IT networking), Help Desk (formalized processes, policies, and knowledge to reduce satisfied ticketing resolution time by 46%)
• Worked with our internal engineers and product team to deploy a new tool called “LPSync.” The tool is built from the ground up using NodeJS and deployed into GCP. The tool served to automate our onboarding and offboarding processes, created a holistic view of all people related to LivePerson (employees, contractors, partners, etc). This reduced our user onboarding time from 15 days to 3 days (pending device availability).
• Led our IT Engineering teams to untangle decades of decentralized system automation into a more predictable model. We launched a new computing platform (ChromeOS) during the pandemic to allow users to continue working while entirely remote, deployed Intune to manage zero-touch provisioning for Windows machines, and built various automations for new employee machine ordering. This effort worked hand-in-hand with LPSync; user onboarding was entirely automated with no one from IT needing to ‘image’ a computer.
• We also invested to migrate all of our on-prem infrastructure to AWS. We have 3 major self-hosted data centers in IT (UK, US, and Israel) that hosted a combination of data storage, networking, and compute. We’re actively deprecating all self-hosted services and migrating them to AWS, the project is slated to be completed by the end of 2023.
• Drove our Business Operations team to make ServiceNow the defacto ITSM tool that managed our Change Management, Incident, Request, Service Listing, and Vendor management processes.

Head of Business Operations (2018 - 2022) - L3-L4

• Managed a global development team to deliver automation, ticketing, and productivity products for internal teams using ServiceNow. We also managed several productivity tools including Jira, Confluence, Smartsheet, Monday.com, Figma, and other workplace productivity tools.
• We built a global On-Call and Major Incident process that allows our global development team to rapidly fix product issues.
• Spearheaded the launch of a single global ticketing system that allows people to submit a single ticket that is routed to teams across the globe for resolution.
• We drove down costs by consolidating what vendors we part with for software. We limited tooling scope and consolidated spend using 3rd party providers instead of directly engaging with each vendor.
• Crafted a new division called LivePerson Studios that creates visionary implementations of AI for key celebrities.

McCann Worldgroup

August 2014 - August 2018

I joined McCann Worldgroup to help a small Global Technology Solutions (GTS) team manage a large influx of projects. GTS built a critical strategy the integrates third-party SaaS tools around a creative agency process. Additionally, we act as the primary SMEs for these products and drive usage of these tools across the globe. We travel to various locations to deploy these tools and train users on a common global process. Our goal is to create a common toolstack of technology that helps an organization of 25,000 people drive down costs and simplify the way we work without compromising quality for our clients and partner.

Product Director (2018)

• Worked with in-house developers to build a product to automate various repeatable actions within the cPlus Toolstack.
• Created the strategy for implementing Artificial Intelligence, Robotic Process Automation, and workflow automation within creative and operational work streams.
• Coordinated and prioritized work for a team of five people - roles of these people range from support desk to business analysts.

Global Technology Product Manager (2015 - 2017)

• Defined an integration strategy across a suite of tools that serve a different functional role - the integration strategy helps find common touch points between Project Management, Asset Management, Review and Approval, and Studio Management tools.
• Spearheaded and managed the full lifecycle of various business-critical features within the toolstack - including,
• Social Communication.
• A Scalable dynamic web form submission tool.
• Integrating various third party SaaS tools with the toolstack.
• Integrating with the corporate financial system of record.
• Business Analytics and Process Automation.
• Developed documentation for training and constant technical reference - The documentation aids in training users on how to use the technology within the overall process.
• Deployed the toolstack and provided on-site training to teams located in Santiago, Toronto, New York, Boston, London, and Tokyo.
• Managed specialized resources that acted as on-the-ground process and technology experts - these resources assisted users and local leadership in using the tools effectively and gaining necessary intelligence to make core business decisions.
• Developed an integrated analytics platform that allows local leadership teams to gain business intelligence across all tools within the toolstack.

Global Technology Project Coordinator (2014 - 2015)

• Created process and technology to assist a newly created agency IT ticket request - Developed a submission and ticket handling process that is still in use.
• Managed a year-long project to offshore over 120 design resources to Mumbai and built the necessary infrastructure to manage high volumes of work - This project required a “lift-and-shift” approach to the IT infrastructure and the overall business process.
• Developed a proficiency in various project management tools and methodologies.
• Became the global subject matter expert and product owner of an enterprise instance of Smartsheet.
• Developed training documentation and demonstrated on how Smartsheet can help improve efficiency across teams - boosted company license counts by 300%.

EDUCATION

Fuqua School of Business

2019 - 2020

• Masters in Business Administration
• Completed Global Executive Program while working a full time job.

University at Albany

2010 - 2012

• Political Science & Economics
• Summa Cum Laude
• 3.76 GPA; Member of Dean’s List for 5 consecutive semesters

University of Nottingham

2011

• 3.6 Conversion GPA
• Top 10 University in the UK

MEDIA

Part One: Conscious AI / Robert LoCascio

Artificial Intelligence, AI, is now a reality. It lives with us in our pockets, in our homes, and in our...minds? We take on this brave new world in two parts, linked by one critical question: will AI ever be truly conscious?

open.spotify.com

In this episode, I discuss how we're building a Deepak Bot to transfer Deepak Chopra's consciousness into a self aware bot. The discussion begins at the 11:00 mark.

How to Stay Ahead in an Executive Program - Duke Global Executive MBA Student Blog

I hear it all the time. "Oh man, you're working AND getting an MBA? I'd never be able to do that." Working a full-time job, working with your team, managing personal responsibilities, and getting an MBA at the same time is not for the weak-hearted.

blogs.fuqua.duke.edu

In this blog post, I write about how to get an MBA while working a full time job. I wrote this as a guest writer for the Duke Fuqua blog.

PROJECTS

Here is a sample of projects that I felt proud to work on throughout my career. I had to deploy a different skill set for each one. Most of all, I love the diversity of the work that I’ve tackled throughout my career.

See my full projects page to get an idea of other things I’m working on.

PORTFOLIO

LPSYNC

LPSync is an accompaniment to your journey at LivePerson. It’s there when you first come into the company to help you get onboarded and trained, it’s there when you have questions about the company, it shepherds you into new roles, and it’s there to help when your journey at LivePerson comes to an end.

LPSync is meant to live alongside your life at LivePerson. It’s your directory of everything and everyone. LPSync is meant to be a constant that helps you answer questions, satiate curiosities, and find the right people to talk to.

SKILLS

Technical Skills: Smartsheet, ServiceNow, Notion, Fiscal Budgeting, Slack Management, Intune, Google Workspace Admin, JAMF, 1Password Administration, Atlassian Admin, App Migrations.

Soft Skills: Leading within Chaos, Curiosity focused mindset, fantastic communication and writing skills, leading within flat teams, navigating difficult organizations, action-focused, building relationships to get things done.