GitHub (Microsoft)
Senior Customer Success Manager
September 2022 – Present | Public Sector & Federal Customers
- Manage $34M ARR portfolio of public sector and federal government customers, achieving 110% net revenue retention and 97% gross revenue retention
- Lead enterprise adoption of GitHub Copilot (AI-assisted development), GitHub Enterprise Cloud (GHEC), and GitHub Advanced Security (GHAS) across complex federal organizations
- Drive product adoption strategies measuring ROI, velocity improvements, and security posture enhancements for agencies implementing DevSecOps transformation
- Serve as primary escalation leader for customer-impacting incidents, coordinating with Engineering, Support, and Security teams during critical availability events
- Advise federal customers on secure DevOps adoption, compliance requirements (FedRAMP, NIST), platform architecture, and operational controls in regulated environments
- Partner cross-functionally with Sales, Product, and Engineering teams to resolve complex technical challenges and influence product roadmap based on federal requirements
GitHub Copilot
GHEC
GHAS
Federal
DevSecOps
FedRAMP
Booz Allen Hamilton
Senior Customer Engagement Manager
August 2019 – September 2022 | Supporting DHS, Intelligence Community, SEC, CMS
- Led IT service delivery operations for federal customers, managing multi-site helpdesk operations across Washington DC, Virginia, and Maryland
- Managed operational budget of $1M+ including resource planning, vendor contract oversight, subcontractor performance management, and financial reporting
- Built and implemented ITIL/ITSM governance workflows using ServiceNow and Jira Service Management, improving incident, change, and problem management processes
- Functioned as escalation owner during operational incidents, coordinating bridge calls and managing stakeholder communications
- Supported FedRAMP Moderate and CMMC compliance readiness initiatives across 100+ enterprise systems
- Partnered with federal customer leadership (CIO, CTO, CISO) delivering executive briefings on technical solutions and compliance posture
IT Operations
ServiceNow
ITIL/ITSM
FedRAMP
Budget Management
Booz Allen Hamilton
Customer Infrastructure Manager
June 2016 – August 2019 | Federal Agency Infrastructure Operations
- Designed and architected the company's first innovation hub for federal customers, creating secure lab environment for emerging technology evaluation
- Owned infrastructure incident escalations affecting customer system availability, coordinating resolution across distributed engineering teams
- Managed VMware sandbox environments and worked with hardware/software vendors (HPE, Aruba, Microsoft, Samsung) supporting customer solutions
- Built automation for escalation workflows and operational runbooks, reducing mean time to resolution and improving operational efficiency
Infrastructure
VMware
Federal
Innovation Lab
Big Brain Global Networks
Founder & CEO
June 2010 – January 2022 | Multi-Region Operations (4 Data Centers)
- Founded and scaled managed hosting company from startup to $250K ARR serving 50+ enterprise customers across Northern Virginia, Europe, and Australia
- Directed 24×7 operations with 23 technical personnel distributed across 4 data centers, achieving 99.99% uptime SLAs
- Built and maintained customer relationships spanning local Northern Virginia businesses to international enterprise clients
- Led incident and event management for mission-critical systems, conducting bridge calls during major outages
- Implemented enterprise monitoring infrastructure (SolarWinds, Nagios, Observium, vROPS) providing continuous visibility across data center environments
- Managed full P&L responsibility including revenue growth, operational budgets, vendor contracts, and staffing decisions
- Built disaster recovery and business continuity capabilities including backup systems, failover procedures, and recovery playbooks
- Successfully exited in 2022 to pursue larger-scale federal technology opportunities at Booz Allen Hamilton
Founder/CEO
24×7 Operations
P&L ($250K ARR)
Multi-Region
Team Leadership
Dominion Enterprises
Senior Systems Engineer
September 2012 – June 2016 | Enterprise Web Hosting & Data Center Operations
- Architected, deployed, and supported enterprise infrastructure for major web properties (homes.com, forrent.com, boats.com, remax.com) requiring 24×7 uptime
- Designed and implemented comprehensive monitoring solution enabling proactive issue detection and resolution
- Developed disaster recovery plans and documentation, managing system resource utilization and capacity planning
- Planned and executed large-scale multi-site data center migrations with minimal customer impact
Enterprise Infrastructure
VMware ESXi
AWS/Azure
DR Planning
Dominion Enterprises
Network Administrator
December 2006 – September 2012 | Data Center & Network Operations
- Managed daily LAN administration and primary data center operations
- Configured and maintained Cisco 6500 series switches and ASA firewalls in enterprise production environment
- Led data center migration projects coordinating cross-functional teams
- Trained team members in data center operations and physical server installation
Network Administration
Cisco
Data Center Ops