Sylvie Wong Cosgrove
Lincoln,CA
Summary
Information technology executive with a proven record driving large-scale digital transformation programs. Expert in mergers and acquisitions, leveraging strong program management and business relationship skills to deliver multimillion-dollar initiatives. Recognized for fostering collaboration and implementing strategic solutions that optimize operational efficiency and enable growth for non-profit and for-profit organizations across multiple industries: High Tech, Manufacturing, Healthcare, and Higher Education.
Overview
31
31
years of professional experience
Work History
Board Chair
Corporation for Education Network Initiatives in California (CENIC)
07.2019 - 02.2025
- Responsible for leading the growth and development of the CENIC board. Facilitated discussions with the members to steer the organization towards a sustainable future through the adoption of ethical, legal, compliant, and financially sound policies, as well as ensuring the nonprofit had the necessary resources to advance its mission.
- Key Accomplishments:
- Facilitated development of and successful execution of the CEO retention agreement to ensure business continuity.
- Summarized view of financials to simplify review and increase understanding by board members.
- Facilitated development and implementation of new fee structure for CENIC (first in 20-years).
- Evolved roles and responsibilities, selection process and term limits for board members, vice chair and board chair.
Executive Director, IT Infrastructure
Stanford University
07.2019 - 02.2025
- Led a 172-person team of field service technicians, engineers, application developers, business analysts, billing coordinators, service managers and project managers responsible for the strategy, design, implementation, maintenance and support for the physical cable plant, network, cellular connectivity, data centers, facilities, voice communications, audio visual and digital conferencing platforms, and business continuity and disaster recovery oversight for the campus. In addition to enabling IT infrastructure for the university, the organization provided networking, critical messaging, telephony and call center technology services for Stanford Children's Hospital and Stanford Healthcare.
- Key Accomplishment(s):
- Established the Technical Program Management function to ensure technology requirements were understood and included for new building and renovation construction projects. Built partnership with construction program managers. Defined process for stakeholder engagement and governance. Staffed function with technical program managers adept in all aspects of infrastructure technology. Developed templates for labor, equipment, software estimates, and project tracking.
- Built a Mobile Networking team to address increased dependency upon cellular connectivity for operations, safety, and business continuity. Identified material gaps in the current state and technology. Implemented solutions and support processes to address immediate pain points. Developed a road map for the long term. Efforts resulted in multimillion dollar funding by university leadership to remediate existing service gaps, and to begin implementation of the future architecture.
- Expanded in-house Audio-Visual Technology team to support growing demand for hybrid meeting capabilities. Recruited resources with industry experience to address meeting needs from individual huddle spaces to state-of-the-art multi-media event spaces. Efforts lowered implementation and support costs for the university, and earned UIT the reputation of providing turn-key AV services for the campus.
- Championed accelerated refresh of campus Wi-Fi infrastructure to meet current student, staff and faculty needs. Gained University leadership approval for historic multimillion dollar funding to reduce refresh time by 66%, and implement new AI-enabled platform for improved support and client experience.
- Built a trusted partnership with Stanford Children's Hospital and Stanford Healthcare that demonstrated University IT's understanding of the critical role communication services played in connecting physicians and patients. Defined and implemented technology strategy and support processes to meet service level agreements and system availability (99.999% uptime) commitments. Developed KPIs for quarterly business reviews. Successfully negotiated a 7-year contract renewal, and earned the reputation for having developed the best relationship between the university and Stanford Medicine.
- Led efforts to ensure the network, voice, contact center and Zoom services were in place to support COVID-19 response plans. Partnered with Zoom to pilot their SIP trunk offering enabling users to make and receive phone calls over the internet instead of traditional phone lines.
- Led the timely transition of Google's fiber infrastructure and services for 1800+ faculty residents to Stanford University for ongoing ownership, maintenance and support.
Head of IT
Cloudflare, Inc.
11.2017 - 07.2019
- Led the initiatives to transform the IT function, build a corporate computing environment, and implement the enterprise business systems architecture to enable Cloudflare's successful path from startup to IPO.
- Key Accomplishments:
- Evolved and staffed the IT organization from a client computing service organization to include the road map, design, development, build, maintenance and support for the corporate network, telephony, and business systems.
- Defined service level agreements and implemented supporting processes to ensure business requirements were prioritized and addressed appropriately.
- Defined the standard IT infrastructure e.g., network, telephony, audio visual for Cloudflare offices including the London County Hall Building flagship site.
- Defined and implemented Cloudflare's first enterprise application integration platform utilizing Dell Boomi to replace manual processes for integration of data across disparate systems.
- Optimized pre-existing NetSuite ERP implementation to ensure timely close of Finance periods, resulting in 40% reduction in manual effort by Finance.
- Led the selection, build, and implementation of the new self-service subscription billing platform and migration of 70,000+ customers from the legacy unsupportable platform.
Mergers, Acquisitions & Divestitures Technical Integration Manager
Google, Inc.
03.2016 - 10.2017
- Responsible for defining and implementing technical solutions and processes to enable integration or separation of corporate internal and vendor-provided IT Infrastructure services while maintaining business continuity and value for the business units transitioning into or out of Google. Led cross-functional partner engagements to foster collaborative relationships, optimized project and operational processes, and ensured business and technical alignment.
- Key Accomplishments:
- Transformed the Corporate Operations Engineering team from "order-takers to valued partners, advisors, and drivers for their work streams through definition of clear roles and responsibilities.
- Defined and implemented processes and technical solutions that reduced effort by 50% and addressed risks from legacy processes for the capture and retention of data and assets critical for legal discovery.
- Partnered with the Corporate Development Integration business unit to launch and facilitate crossfunctional forums to share challenges, experiences and best practices related to mergers, acquisitions and divestitures, which resulted in the creation of a common project framework, definition of standard tools, and the development of repeatable processes and plans to ensure timely results.
Senior Director of Global IT Infrastructure, Operations and Construction Integration
Acadia Healthcare, Inc.
02.2015 - 03.2016
- Assumed leadership for IT infrastructure operations, acquisitions, construction, and construction integration projects in support of 10,000+ users in 250+ locations worldwide. Developed the strategy and drove the implementation of organizational, technical and business engagement initiatives to enable IT to deliver the company's objective to double in size within the next 2 years while effectively supporting the existing customer base.
- Key Accomplishments:
- Led acquisition program to integrate infrastructure for Acadia and CRC to include IT operations, networking, Active Directory 2008/2012, and Exchange 2010/2013. Acquisition strategy enabled access to critical systems and fostered collaboration across the disparate environments on Day 1.
- Led the restructuring of the IT Service Desk staffing and processes, resulting in the increase of answered calls from 10% to 90%, and decreased call abandonment rate by 80% in 90 days.
- Engaged the division presidents to understand pain points with facility relocation, expansion or new construction projects. Developed and implemented processes to bridge the gap between IT/Technology and Construction. Results included 30% cost reduction in cabling material and installation costs, decrease in construction change orders, compute-ready environment upon move-in with minimized interruption to the business. Successful project delivery resulted in a reputation with the company leadership as a problem solver and trusted advisor.
- Led design and implementation of Microsoft Lync Communications as the collaboration tool for the new corporate office and the standard for future communication system replacements.
- Partnered with the Vice President of Admissions to identify staffing needs, optimize call handling processes, and enhance client-facing menus to reduce caller abandonment rate and to ensure expeditious connection of patients to clinicians.
Senior Director of IT Infrastructure & Operations
CRC Heath Group
05.2011 - 01.2015
- Oversaw and actively managed all aspects of IT Infrastructure and Operations in support of 5000+ users in 140 locations nationwide. Acted as the trusted consultant for the business stakeholders to develop IT strategies and sponsor technology implementations that supported their key objectives. Drove the development of staff, process improvements and technical efficiencies to enable the IT organization to support the business within financial guidelines.
- Key Accomplishments:
- Led the infrastructure acquisition integration of Habit Treatment Centers, which included the complete integration of staffing, operations, networking, Active Directory 2003, Exchange 2010, file sharing and medication dispensing systems within 12 months.
- Partnered with the Vice-President of Admissions to develop a technology platform from which to support business process improvements allowing focus upon the business' ability to effectively receive and route client/patient inquiries. Initiative resulted in 25% increase in revenue within the first three months over the full prior year for the western region facilities.
- Developed IT and Real Estate program management processes, project templates and responsibility matrix to ensure mutual understanding of prerequisites and tasks to ensure timely execution of move, expansion and new build projects.
- Led development, implementation and adoption of IT Service Level Agreements (SLAs). Facilitated discussions with the business stakeholders to understand system availability requirements. Authored the SLAs and partnered with the business to categorize their systems to properly address their needs.
- Re-structured the Level 1/IT Service Desk from a dispatch function to a first-point-of-contact resolution function to support IT SLAs. Staffing changes, process improvements and training resulted in 40% of all end-user support requests addressed by the Level 1/IT Service Desk within the first year.
- Drove assessment, re-architecture and implementation of core network, server and enterprise backup solutions to ensure defined SLAs were met.
- Led a multi-million dollar initiative to assess and remediate technical and site infrastructure required to effectively support IT systems and telephony services critical to health care for 50+ locations.
- Partnered with the Sales & Marketing team to re-architect the internet web platform to ensure high availability and mitigate performance and security risks.
Senior Director of Global IT Operations
Verigy, Inc.
07.2005 - 04.2011
- Instrumental driver in the strategic planning and building of Verigy IT from scratch as part of the successful spin-off of the Automated Test Division from Agilent Technologies. Setup of the stand-alone $750M+ company included defining and staffing a new IT organization, defining service level agreements, developing IT processes, and implementing an enterprise IT application and infrastructure architecture, which supported the operation of Verigy in 18 locations globally.
- Led enterprise IT Solutions and Infrastructure teams, who provided Help Desk services; enterprise business application development and support; networking and hosting services for corporate client computing and R&D; functional process consulting; and program management.
- Key Accomplishments:
- Led a 50+ member project team and achieved full separation from Agilent in 10 months while creating and building an Oracle-based application footprint and infrastructure environment. Oracle E-Business Suite v11.5.10 scope included functional and technical design and implementation in the following areas: Finance, Distribution, Supply Chain, CRM and HR.
- Within 18 months following separation, enhanced the organization to support business goals and stabilized the environment focusing on performance and productivity improvements.
- Developed, negotiated and implemented an outsourced, onshore staffing model, which exceeded offshore service level agreements, reduced support costs by 10%, and provided project and development resources at rates 30% lower than all other competitive bids.
- Led program to introduce a new $20M annual revenue stream, which included implementation of manufacturing, sales, financial, customer service, and logistics business processes and systems.
- Recommended and implemented a range of system, service level and resource allocations to address company impacts from the economic downturn resulting in 20% in annual cost savings.
- Designed and led the implementation of a new web architecture which introduced a customer-friendly web presence for Verigy's external web and expanded the community of internal web publishers to increase visibility to key company messages and ease of use for the employees.
- Implemented an enterprise WIKI tool, adopted by the application and field engineers as their portal for knowledge management and sharing of critical design and support information.
- During the acquisition of Verigy by Advantest, led the architecture and implementation strategies to integrate the two companies' IT infrastructure, as well as development of the new global IT support organization, which transitioned IT staffing from an outsourced to insourced staffing model.
IT CRM Director
Agilent Technologies, Inc.
10.2002 - 06.2005
- Accountable for the design, implementation and operations of IT solutions to support the Sales, Service, Support and Logistics functions world-wide.
- Key Accomplishments:
- Reduced support costs 30% through process improvements and increased automation, while increasing system availability and user satisfaction.
- Restructured Development and Production Support teams totaling a staff of 30+ members resulting in clear accountabilities, elimination of duplicate work and improved customer service.
- Developed and implemented the global Disaster Recovery strategy for Agilent to integrate IT and business recovery plans to ensure business continuity.
- Led team of 50+ members to provide infrastructure for the migration of 2000+ HP legacy systems to Siebel and Oracle Customer Services, Support and Logistics resulting in $1M+ monthly savings.
- Defined and implemented an efficient offshore sourcing model for support and development while overcoming remote support and multi-cultural challenges.
IT Program Manager: Mergers, Acquisitions & Divestitures (MA&D)
Agilent Technologies, Inc.
12.2000 - 09.2002
- Led the global IT Infrastructure Services Team for the divestiture of the Health Systems Group (HSG) to Philips Medical Systems. The program represented the largest and most complex MA&D activity in Agilent history, and has been referenced as a model structure for MA&D programs industry-wide.
- Key Accomplishments:
- Ensured separation of Agilent systems and implementation of the new infrastructure were in place to support the timely and successful closure of the $1.7B sale. Separation of HSG included physical division of shared locations, closure and integration of facilities, the build of data centers in the U.S., Germany and Asia; implementation of messaging, authentication, file sharing and client computing tools for 5000+ users
- Defined and managed IT infrastructure transition services, which resulted in a multi-million dollar annual revenue stream which exceeded all product lines in 2001 for Agilent.
Site IT Manager: Roseville, Westlake Village & San Diego
Agilent Technologies, Inc.
Roseville; Westlake Village; San Diego
03.2000 - 11.2000
- Responsible for site infrastructure services including voice, LAN, WAN, local servers, applications, print and desk side support.
- Key Accomplishments:
- Managed Western Region activities for Agilent Technologies separation from Hewlett Packard.
- Led Site IT transition team to provide staffing, ensure support processes were in place, and acted as the customers' advocate to ensure activities were well-communicated and their transition concerns were addressed.
IT Manager
NEC Electronics, Inc.
11.1993 - 02.2000
- Directed an IT team of 12 members who were accountable for infrastructure and client-computing projects and operations in support of a 24x7 clean-room manufacturing environment. This included an insourced onsite Help Desk and Data Center.
- Key Accomplishments:
- Expanded IT services from 300 to 3000+ users by implementing a new client-server LAN and WAN environment to provide a standard and common computing platform.
- Architected an automatic and transparent fail-over solution to support mission-critical manufacturing, reducing exposure of $100K/per hour in product loss.
- Deployed application metering and a standard desktop image across the network to ensure licensing compliance and reduction of software costs by 30%.
- Program Manager: Year 2000 Compliance Program
Education
Deloitte Next Generation CIO Academy -
Deloitte University M&A Leadership -
San Jose State University -
IT Business Leadership Academy: Project management, managing for performance and quality, customer satisfaction. -
Master Enterprise Certified NetWare Engineer -
Skills
- Board governance
- Executive leadership
- Technology and business strategy
- Mergers, acquisitions, and divestitures
- Digital transformation
- IT infrastructure
- Enterprise applications
- IT and facilities integration
- IT governance
- Business relationship management
- Disaster recovery
- Program management
- Vendor management
Timeline
Board Chair
Corporation for Education Network Initiatives in California (CENIC)
07.2019 - 02.2025
Executive Director, IT Infrastructure
Stanford University
07.2019 - 02.2025
Head of IT
Cloudflare, Inc.
11.2017 - 07.2019
Mergers, Acquisitions & Divestitures Technical Integration Manager
Google, Inc.
03.2016 - 10.2017
Senior Director of Global IT Infrastructure, Operations and Construction Integration
Acadia Healthcare, Inc.
02.2015 - 03.2016
Senior Director of IT Infrastructure & Operations
CRC Heath Group
05.2011 - 01.2015
Senior Director of Global IT Operations
Verigy, Inc.
07.2005 - 04.2011
IT CRM Director
Agilent Technologies, Inc.
10.2002 - 06.2005
IT Program Manager: Mergers, Acquisitions & Divestitures (MA&D)
Agilent Technologies, Inc.
12.2000 - 09.2002
Site IT Manager: Roseville, Westlake Village & San Diego
Agilent Technologies, Inc.
03.2000 - 11.2000
IT Manager
NEC Electronics, Inc.
11.1993 - 02.2000