Senior Manager, IT Operations
Transforming IT Operations with Agentic AI
A decade of building enterprise operations from the ground up. I sit at the intersection of cloud infrastructure, AI-driven automation, and organizational change, turning complex technology initiatives into operations that scale.
About Me
I began my career at a Tier 1 Service Desk, and that experience remains one of the most formative of my professional life. Working at that front line provided a direct view into the customer experience that is difficult to develop any other way: a clear understanding of what it means to be on the receiving end of a failed process, a poorly designed tool, or a change that was never properly communicated.
That perspective has informed my leadership at every level since. Today I lead the Intelligent Operations and Enablement function at Continental General Insurance, overseeing three teams across IT Operations, Cloud Operations, and Service Delivery. The scope spans the full operational stack, from cloud platform engineering and infrastructure reliability to end-user service delivery. Regardless of where a project sits on that stack, I apply the same standard: thoughtful, well-communicated solutions that work for the people who depend on them.
My technical focus sits at the intersection of cloud-native infrastructure and intelligent automation. AWS platforms, AI agents built on Bedrock, service delivery models designed to reduce manual toil without losing the human element. I've built teams from scratch, transformed org structures, and shipped production systems, sometimes all in the same quarter. The through-line has always been operations that are resilient, scalable, and built for the people who use them.
Outside of work, I'm committed to creating space for women in technology. I'm an active member of Austin Women in Tech and Latinas in Tech, and I co-founded Northshore Women in Business, a community organization for women professionals in the Austin lakeside area, where I serve as Vice President.
Areas of Expertise
AWS across EC2, Lambda, S3, Bedrock, Connect, DynamoDB, Step Functions, and more. Hands-on with CDK, IaC deployment, and platform engineering inside regulated insurance environments.
Enterprise AI pilot programs, Bedrock agent architecture, service desk chatbot development, and AI-driven workflow automation that replaces manual toil with intelligent, scalable processes.
IT operations redesign, AI operational strategy, and change management for distributed teams — turning complex structural shifts into smooth, well-communicated transitions that stick.
Built enterprise service desks from the ground up. Deep experience with Jira Service Management, SLA/KPI/CSAT frameworks, ITIL process engineering, and first-contact resolution optimization.
SOC audit readiness, IAM and security policy management, AI steering committee governance, and vendor risk oversight in a regulated insurance environment subject to HIPAA and state requirements.
Translating technical complexity into clear executive narratives. Experienced in CAB processes, change management documentation, stakeholder alignment, and board-level technology reporting.
Speaking
I speak from the front lines of enterprise IT, not from a polished theory deck. My sessions are candid, practical, and grounded in what I've actually built, broken, and rebuilt inside a regulated insurance environment.
Every topic I speak to is one I've navigated firsthand. I show up to sessions the same way I show up to work: direct, prepared, and focused on what moves the needle.
Interested in having me speak at your event, panel, or workshop? I'd love to hear more about what you have in mind.
Book a ConversationWork Highlights
Redesigned Continental General's IT Operations function into a modern three-pillar Intelligent Operations & Enablement model, shifting the operational philosophy from human-led to AI-agent-led. Built robust service delivery agents to run operations autonomously, positioning the team as the human in the loop rather than the first line of execution.
Architected and deployed a conversational AI agent suite on AWS Bedrock, including CycleBot, a purpose-built agent designed to support engineers through critical nightly cycle processes. CycleBot handles repetitive and common cycle issues autonomously, reducing manual intervention and improving response consistency. Also led the organization's Claude Enterprise pilot program and AI Steering Committee governance process.
Hired to build Continental General's enterprise Service Desk from the ground up. Recruited and developed the team, stood up Jira Service Management, implemented ITIL incident and request processes, and launched self-service portal and virtual agent capabilities that increased first-contact resolution and enabled 24x7 autonomous Tier-1 coverage.
Led the full migration from RingCentral to Amazon Connect, covering infrastructure standup, call flow buildout, and a DevOps pipeline for ongoing delivery. Delivered robust reporting capabilities and integrated Amazon Q in Connect to provide AI-powered support for call center agents, reducing handle time and improving the customer experience.
Community & Advocacy
Co-founder and Vice President. Built NWIB from concept to a launched organization supporting women professionals in the Austin lakeside community.
Active member supporting the Austin tech community's efforts to increase visibility, connection, and opportunity for women in technology roles.
Member and advocate. Committed to expanding the representation of Latinas across technical and leadership roles in the technology industry.
Connect
Whether you're interested in a speaking engagement, exploring a professional connection, or just want to talk about AI in enterprise IT, service delivery transformation, or building communities for women in tech, I'd love to hear from you.