Richard Summerlin
San Francisco
Summary
Executive IT & Operations Leader with 15+ years supporting C-suite executives and Boards in high-trust environments. Built and scaled global executive support programs, designed tiered service models, and launched 1:1 executive onboarding at enterprise scale. Known for discretion, operational rigor, and delivering seamless technology experiences where failure is not an option.
Overview
27
27
years of professional experience
1
1
Certificate
Work History
IT Manager – Executive Support (Premier Support)
Okta
San Francisco
10.2022 - 01.2026
- Built and led Okta’s Premier Executive Support organization, scaling from 1 to 5 senior engineers delivering 24/7 white-glove support for 360+ executives and executive assistants across North America, EMEA, and APAC.
- Operated within ITSM frameworks (ServiceNow), identity and access management systems, and compliance-aligned environments.
- Primary escalation owner for senior executives and Board members, operating in high-trust, time-sensitive environments.
- Launched a 1:1 Executive Onboarding Program, provisioning 150+ devices across 25 executive hires and reducing executive ramp time from 3 days to 1.5 days with 100% satisfaction.
- Designed and implemented a tiered executive support model aligned to leadership roles, business criticality, and escalation paths.
- Introduced a VIP self-service portal and Click & Collect program, processing 250+ quarterly hardware requests and reducing fulfillment lead time by 70%.
- Maintained 98% SLA compliance and 82% first-touch resolution across 5,200+ annual executive support engagements.
- Reduced MTTR by 38% through standardized incident playbooks, disciplined RCA practices (75+ completed), and a 50-article executive knowledge base.
- Executed 24 high-profile AV events (Board meetings, Town Halls, executive offsites), reducing setup time by 40% and delivering flawless execution.
- Traveled ~30 days annually across 12 regional visits providing onsite executive support, earning a 4.9/5 executive advocate score.
Relationship Manager
Salesforce
San Francisco
04.2020 - 11.2022
- Served as primary relationship owner for 15+ C-suite executives, managing Stakeholder 360 a program supporting high-visibility internal and external engagements.
- Designed and delivered 250+ executive dashboards and reports, increasing stakeholder satisfaction by 30% and enabling faster, data-driven decision-making.
- Authored 200+ executive briefing documents and analyses for CEO-level presentations, reducing preparation time by 45%.
- Acted as liaison across 10 global teams, cutting cross-regional escalation cycles by 50% and improving communication consistency.
- Led and mentored team members and a Year Up intern, improving productivity by 25% and reducing onboarding ramp time by 40%.
Enterprise Solution Engineer
Samanage
San Francisco
08.2017 - 04.2020
- Translated 50+ enterprise business requirements into tailored ITSM proof-of-concept solutions on the Salesforce platform, achieving an 85% POC-to-deal conversion rate.
- Delivered 100+ customized solution demonstrations and contributed to 30 enterprise RFPs, supporting $2M+ in qualified pipeline.
- Led enterprise implementations for multiple clients, delivering projects an average of 10% ahead of schedule and 15% under budget.
- Developed and delivered enablement workshops for Salesforce Enterprise AEs and SEs, increasing team proficiency scores by 35%.
Computer Technician (2821)
United States Marine Corps
01.1999 - 01.2003
- Managed enterprise networks supporting 550+ users with 99.8% uptime.
- Trained 60+ Marines annually on network administration and systems operations.
- Earned meritorious promotions for leadership and technical excellence.
Education
Bachelor of Science - Computer Information Systems
ITT Technical Institute
01-2003
Skills
- ServiceNow
- Identity management
- Executive support
- ITSM frameworks
- Data analysis
- Stakeholder management
Affiliations
- Salesforce Ohana Groups: Vetforce, BOLDforce, Latinoforce
- Volunteer Administrator, National Japanese American Historical Society
Certification
- Salesforce Certified Administrator
- Apple Certified Mac Technician
- Microsoft Certified Systems Administrator & Engineer (MCSA / MCSE)
- CompTIA A+
- CompTIA Network+
Timeline
IT Manager – Executive Support (Premier Support)
Okta
10.2022 - 01.2026
Relationship Manager
Salesforce
04.2020 - 11.2022
Enterprise Solution Engineer
Samanage
08.2017 - 04.2020
Computer Technician (2821)
United States Marine Corps
01.1999 - 01.2003
Bachelor of Science - Computer Information Systems
ITT Technical Institute
Personal Information
Title: Executive IT & Operations Leader