Manager
- Led Global Production Control and technology professionals supporting mainframe batch delivery and American Express Financial Advisors.
- Established operational metrics and reporting while supporting information-management infrastructure.
The career journey
Six chapters. One operating principle.
Make the service clearer, the operation stronger, and the business more confident in what technology can deliver.
First Line Technology Manager
- Led production operations and service delivery for the American Express account.
- Recovered more than $500,000 in lost revenue by finding operational gaps and redesigning procedures.
- Advanced workflow automation, production management, disaster recovery, and business continuity.
Director, Command Center Operations
- Directed a 48-person, 24x7 Command Center organization through four managers.
- Built an ITIL-based incident, problem, and change operating model and Level 2 Production Support.
- Reported availability, SLA attainment, interruptions, and operational performance to senior leadership.
Sales & Marketing Director
- Led enterprise SaaS sales, customer relationships, staff development, and procurement.
- Guided prospects from service requirements and pricing proposals through procurement and sale.
- Developed staff through clear expectations, feedback, training, and coaching.
VP, IT Operations & Sales
- Led integrated IT operations across Service Desk, Production Support, and DevOps.
- Established ITIL-based practices and ITSM tooling for incident, problem, and change management.
- Automated workflows to strengthen SLAs, KPI measurement, transparency, and efficiency.
IT Director
- Led strategy and enterprise IT operations for a fully remote, multi-entity nonprofit.
- Led the Microsoft 365-to-Google Workspace transformation, from architecture through training and support.
- Strengthened identity, cybersecurity, ITSM, SaaS governance, vendor oversight, and audit evidence.
What I actually do
Executive IT, translated.
Behind the acronyms is practical work: protecting the business, helping people, and making performance visible.
Keep the lights on.
Design dependable 24x7 services, prepare for disruption, and make recovery a practiced capability—not a binder on a shelf.
Turn chaos into a system.
Give incidents, requests, changes, and escalations a clear path so teams can solve problems consistently.
Make performance legible.
Translate availability, SLAs, KPIs, interruptions, and risk into decisions leaders can act on.
Align people and partners.
Set expectations, grow leaders, manage vendors, and connect technology priorities to business outcomes.
Transformation highlights
Build the operating model, not just the tool.
Technology changes stick when architecture, process, security, communication, and people move together.
Microsoft 365 → Google Workspace
Migration planning, Shared Drive architecture, security controls, communications, training, documentation, and post-migration support.
ITIL & service delivery
Incident, problem, change, request, escalation, SLA, and employee self-service practices.
Cybersecurity & access
SSO, MFA, privileged access, lifecycle controls, SOC 2 evidence, access reviews, and policies.
Automation & insight
Workflows, KPI measurement, capacity analysis, performance reporting, and transparency.
Continuity & recovery
Operational resilience, disaster recovery, business continuity, and major-incident response.
Vendor & MSP governance
Contract oversight, vendor assessment, negotiations, budgets, annual operating plans, audit support, and cross-functional partnership.
Education & credentials
Experience, backed by disciplined practice.
1992
B.S., Computer Information Science
University of Minnesota
Additional development in Python programming and project management using Team Workbench and Microsoft Project.
ITIL v3Certified
Six Sigma Green BeltCertified
Microsoft AdministrationCertification
Contract Compliance Administrator ProgramMorgan State University · 2019
Beyond the résumé
The human side of reliable systems.
The résumé documents the platforms, processes, and performance. The through-line is more personal: Kelvin works where technology and people meet.
Clear over complicated.Translate operational detail into language teams and executives can use.
Prepared over reactive.Build resilience, controls, and repeatable practices before they are urgently needed.
Progress over theater.Use metrics, coaching, and continuous improvement to make the next result better than the last.