Leadership
Service Desk Management
Team Leadership & Staff Development
Datacenter Operations & Monitoring
SLA Enforcement & Process Optimization
Performance Reporting
Dedication
Strategic Leadership
ITIL-Certified Service Management
Incident Response & Root Cause Analysis
Infrastructure & Application Support
Continuous Improvements
Collaboration
Data Center Shift Supervisor:
As Third Shift Supervisor, Gary led shift operations, staff development, and high-profile stakeholder engagement. After completing a corporate leadership program, he launched a mentoring initiative that evolved into a global cross-shift program—strengthening talent pipelines and team collaboration.
He represented the Data Center in the enterprise rollout of Microsoft Office 365, contributing to strategy and building automation tools. Gary also led a major documentation cleanup and served on the ServiceNow Advisory Board, driving platform integration and process alignment.
To improve performance visibility, he developed a metrics dashboard adopted across all shifts—establishing a foundation for operational excellence and informed decision-making.
Senior Supervisor:
As Senior Supervisor, Gary led day-shift operations and provided guidance to other shift supervisors during a departmental transition from Data Center Operations to a Service Desk model. To support the shift, he earned ITIL certification and helped align team practices with service management standards.
He led a six-week cross-training initiative following the acquisition of the St. Louis Data Center, ensuring seamless integration and operational consistency across sites. Gary also represented the Service Desk in the company’s AWS migration, liaising between support teams and cloud architects while building monitoring dashboards and completing Amazon’s Cloud Immersion Course.
As SharePoint administrator, he managed and migrated web content to a dedicated SQL server, maintaining the site for ongoing team use. Gary also supported Major Incident Management, facilitating bridges, coordinating resolution efforts, and communicating progress to stakeholders—reinforcing his leadership in high-pressure environments.
IT Service Desk Manager:
Gary was promoted to IT Service Desk Manager during a major organizational shift, taking full responsibility for Service Desk and Data Center operations while co-leading the First-Level Network Support team. In response to staffing reductions, he implemented cross-training programs to maintain coverage and strengthen team capabilities.
He stepped in as acting director during a leadership absence, overseeing global teams and sustaining high service standards. Following the Thomson Reuters–Blackstone merger, Gary delegated cross-training execution to Lead Analysts while focusing on strategic initiatives.
As management ranks thinned, Gary and the Network Manager led overflow support for Major Incident Management. He trained Lead Analysts to manage internal incidents end-to-end, scaling response capacity and reinforcing ITIL best practices.
In March 2020, Gary and his team were laid off due to offshoring. He led the final team meeting with transparency and empathy—closing a chapter of employment with Thomson Reuters.
Client Services Incident Team Developer:
Gary served as a contractor through Fits Consulting, assigned to Broadridge Financial to build and lead a Client Service Incident Management team focused on resolving client-facing incidents. Collaborating with four associates, he helped define the scope of the initiative and strengthened the connection between support teams and external clients. Gary played a key role in developing policies and procedures from the ground up, documenting them in Confluence to ensure a solid foundation for the incoming team.
At the conclusion of his one-year contract, Gary was asked to extend his engagement by three months. He accepted and continued to provide services while tying up loose ends—ensuring a smooth transition and leaving behind a well-documented, support team built and resilient incident management framework