• Provided strategic leadership to a team of 14 specialised engineers overseeing mission-critical ERTO infrastructure across TOLLING, SCADA, MOCC, MTCC, CCTV and NIMS systems. • Modernised organisational processes to achieve full ISO 27001/2 accreditation, strengthening security, compliance, and operational governance. • Elevated the company’s global security posture, implementing enhanced controls and standards for internal teams, customers, and contractors. • Architected and delivered a comprehensive Business Continuity and Disaster Recovery programme, improving RPO/RTO by 94% and increasing operational resilience. • Led automation initiatives across BCP, vulnerability management, patching and MFA, increasing efficiency and reducing manual overhead. • Directed nationwide CCTV integration and surveillance deployments supporting MOCC operations and critical infrastructure monitoring. • Oversaw multimillion-euro capital budgets, optimising investments in infrastructure, hardware, software, and services. • Achieved significant cost reductions, cutting vendor and systems expenditure by 20% + (€200K in 6 months) and €400K+ overall through strategic negotiations and optimisation. • Defined the enterprise technology roadmap, aligning IT strategy with organisational objectives and long-term operational needs. • Drove ITIL-aligned continuous improvement across service delivery, lifecycle management, testing, and operational processes. • Acted as a senior technology partner to executive leadership, shaping key project decisions, assessing risk, and establishing strong contingency and resilience planning.

• Provided executive leadership and strategic direction for all technology decisions across the organisation. • Defined the company’s technology vision and roadmap, aligning innovation with business goals and market demands. • Ensured all technological capabilities supported both short-term operational needs and long-term organisational growth. • Maintained a consumer-centric approach to solution delivery, enabling successful execution and launch of key IT projects. • Partnered with the board and shareholders on financial planning, budgeting, and workforce forecasting. • Led vendor and supplier negotiations, ensuring cost-effective, high-value partnerships. • Ensured all technology operations, systems, and practices met local and global regulatory, security, and compliance standards.

• Led and consulted on large-scale global infrastructure projects, overseeing resource allocation, delivery quality, and technical execution. • Designed and implemented solutions across EMC DPS (Data Domain, RecoverPoint, NetWorker, Avamar) and EMC / DELL storage platforms (Unity, XtremeIO, VNX, VPLEX, Isilon). • Delivered VMware, Cisco, and UCS converged infrastructure deployments for healthcare and enterprise environments. • Managed a distributed team of 5 engineers across Ireland and Canada. • Collaborated with specialists to develop and deliver complex disaster recovery strategies. • Created industry standard technical documentation and provided best-practice guidance across multiple technology platforms.

• Led a global escalation organisation of 30 senior engineers and 14 frontline agents, driving improvements in SLAs, resolution rates, and RCA quality. • Partnered with hardware, software, and tooling teams to enhance product lifecycle performance within service delivery. • Oversaw global resource allocation and coordination across the escalation management function. • Directed the implementation of a new knowledge base and support workflow, achieving an exceptional NPS score of 79 (exceeding Apple, Tesla, Amazon benchmarks). • Designed and delivered structured training and development programmes for engineering teams across all experience levels. • Led RCA resolution initiatives and contributed to continuous product development and process optimisation. • Managed high-priority customer escalations, guiding technical and business stakeholders to rapid and effective resolution.

• Led the end-to-end data centre migration as onsite IT Infrastructure Transition Manager. • Managed and developed a team of 5 Level 1–2 engineers, improving case resolution efficiency by 40–50%. • Strengthened resilience by implementing a DR plan with a replicated fail-safe site, reducing RPO. • Streamlined vendor engagement by designing SLA guidelines and improving external support contracts. • Introduced a new ticketing system and knowledge base, enabling support teams to work 75% faster and consistently exceed SLAs. • Formalised ITIL practices and ensured compliance with audit and SOX/ISO 27000 standards.

• Coached, developed and managed a 12-engineer technical support team, delivering training and improving tools, techniques and service quality. • Redesigned and deployed SLAs, OLAs and support processes across VCE, Cisco, EMC and VMware ecosystems. • Authored and enhanced ITIL-aligned technical documentation including policies, SOPs, runbooks and knowledge base articles. • Implemented and configured high-availability, disaster-recovery–ready data centre solutions for enterprise clients. • Managed virtual infrastructure using vCloud Director, vCenter Operations and Horizon Suite. • Provided advanced troubleshooting across Cisco UCS, Fibre Channel, Cisco FI, iSCSI, Nexus 1000v/5K/7K, Cisco MDS, VMware vSphere, vCloud Director, Horizon, and EMC platforms (VPLEX, VNX, VNXe, VMAX).

• Coordinated vendor-supported onsite and remote infrastructure services across VMware, Linux and Microsoft environments. • Delivered core IT projects involving server, storage, networking and enterprise application deployments. • Installed and configured critical enterprise services including AD, Group Policies, DNS, DHCP, and multi-vendor storage and networking platforms.

• Directed all IT operations onboard cruise ships (2,500+ guests, 800 crew), providing end-to-end leadership across infrastructure, service delivery and operations. • Reported directly to the board, shareholders and Miami HQ on KPIs, SLAs, budgeting, forecasting and strategic IT planning. • Managed a $2.5M global IT budget across three ships, optimising spend and driving 30–40% annual savings through vendor and contract negotiations. • Established data centre compliance frameworks aligned with SOX, ISO, HIPAA and SOC 2 requirements. • Led a team of 12 engineers, responsible for hiring, mentoring, performance management and career development. • Engineered and deployed full IT infrastructure for a new ship during construction, from design through implementation. • Installed, configured and maintained satellite communications (C-Band, Inmarsat, Mini M). • Deployed VMware ESXi clusters and managed Cisco switching, fibre optics, Windows servers, Linux servers, Citrix, AS400-MetaFrame and multi-vendor storage platforms (Dell, Compaq, HP).