SUMMARY

Experienced IT Professional with over 20 years of experience in enterprise IT support engineering, service/operations management, and agile/waterfall project management. Organized, detail - oriented, and experienced in building partnerships with various stakeholders, SMEs and executive leaders across the business. Able to effectively flex skills to support multiple aspects of a project - strategy, design and execution - and pitch in wherever needed to see it to the finish line, on time and within budget.

PROFESSIONAL EXPERIENCE

Confidential

Operations Manager | Business Analyst

Proficiency: Operations Management | Agile Delivery | Collaboration Solutions | Project Management

Responsibilities:

• Partnered with leadership to establish and deliver IT/business systems and policies to support State Senate campaign activities/strategy.
• Worked with external vendors to research, evaluate, pilot and onboard business solutions.
• Designed, built and managed all databases for the campaign including curated/targeted donors, voter data/metrics and volunteer programs.
• Worked with all departments to design, generate and deliver reporting analytics to appropriate stakeholders.
• Managed on-going relationships with press/media as well as donors/constituents and community leaders.

Confidential

Technical Project Manager | Business Analyst

Proficiency: Project Management | Team Foundation Server | Exchange Server | Office 365

Responsibilities:

• Partnered with the Exchange portfolio program/service managers to understand project work/tasks/assignments, develop comprehensive workflow processes, and manage the project schedule.
• Worked with IT, product groups and business units on projects that involved feature testing/onboarding, custom business solution requests, service improvement and collection/analysis of data to rationalize service investments.
• Developed and maintained roles and responsibilities matrixes, as well as project documentation and data.
• Scheduled, coordinated, and led change advisory board, governance and other business meetings.

Confidential

Project Manager \ Business Analyst

Proficiency: Project Management \ Team Foundation Server \ SharePoint \ Office 365 \ Yammer

Responsibilities:

• Provided collaboration services to all internal clients at Confidential, enabling employees to share information with one another and work together on projects from any geographic location through a combination of software and collaborative processes.
• Worked to align with the service strategy of moving everything to the cloud and educating users on getting the most value from collaboration solutions.
• Facilitated in improving process efficiency, continuing ideation/innovation, and increasing productivity.
• Proficient in service delivery and management of SharePoint, OneDrive for Business, Yammer, Bright Idea, and other internal search, portal, content, knowledge management solutions.

Confidential

Project Manager \ Scrum Master \ Business Analyst

Proficiency: Project Management \ Agile Delivery \ Team Foundation Server \ Hyper-V \ Storage Solutions

Responsibilities:

• Provided services to multiple IT Infrastructure/Ops teams, assisting them in the delivery of timely, cost-effective, and high-quality business and technical deliverables resulting from various infrastructure projects and sustained engineering efforts.
• Developed project scope, resources allocations, and stakeholder document and needs to ensure projects are initiated, planned, managed and closed to stakeholder agreements/quality standards.
• Coordinated resources and specifics for change, releases and configuration management elements to ensure minimal change related impacts by IT as well as successful gains/wins for all stakeholders.
• Ensured that aspects of a release are dealt with in a coordinated approach to support deployment, and those assets and configurations are accounted for, documented, and verified.

Confidential

NOC/team lead \ Documentation/Standardization \ Project Management

Proficiency: Dynamics CRM \ Hyper-V2008/2012 \ WSUS

Responsibilities:

• Provided managed service solutions as an account/team lead for enterprise customers utilizing our hybrid/hosted collaboration services.
• Proactively managed the customer relationship to ensure that customers continue to have a positive experience with Confidential .
• Helped lead and facilitate the Change Advisory Board, defining/setting the operational standards for new services and/or procedures, as well as maintenance of existing documentation/standards.
• Tracked incidents/problems, ensured junior engineers maintained delegated tasks.
• Acted as SME for escalated issues/questions from NOC and Ops team members, providing training/workshop opportunities as needed.

Confidential

Messaging Engineer \ Documentation/Standardization

Proficiency: Exchange Server 2007/2010 \ DPM \ SharePoint \ Lync \ NetApp and EMC \ BES

Responsibilities:

• Investigated and resolved escalated issues.
• Researched problem information to proactively identify trends and potential sources of new problems while preventing the replication of issues within the environment.
• Assisted sales groups via facilitation of demos and support; as well as providing onboarding to newly acquired customers.
• Proficient in Exchange Server platform, Confidential Enterprise (BES), MessageLabs service, Data Protection Manager (DPM), and Hyper-V technology.
• Led the team in documentation of all issue response and resolution actions into the knowledge base; and providing training/shadowing to new/junior engineers.

Confidential

Creation/Implementation of test environment

Proficiency: Hyper-V \ WTT (Windows Test Technologies) \ PowerShell

Responsibilities:

• Configured, maintained, and provided troubleshooting for a test environment in the CAPS Infrastructure team to ensure that DRM testing is available on-demand as well as ongoing to Windows, Xbox, Zune, and other media-related product groups.
• Worked with various development groups and stakeholders to scope, design and report on daily/weekly/monthly tests.
• Utilized various testing tools on a wide array of automated and manual tests including: WTT (Windows Test Technologies), internal DRM testing applications, and PowerShell.
• Wrote and maintained technical documentation that provided procedures to the team as well as knowledge base to external groups.

Confidential

Operations \ Finance/Accounting \ Client Engagement

Proficiency: Web Design \ Wordpress \ Quickbooks \ Photography \ Art Direction

Responsibilities:

• Set up a brand new business from the ground up with wife.
• Became profitable within 14 months through hard work, hustle, and innovative marketing (back when social media wasn't really a thing).
• Became proficient in front-end web design, accounting/bookkeeping, budget/profit analysis.

Confidential

Internal client/executive support \ KB Documentation \ Migration projects

Proficiency: Exchange Server 2003 \ Active Directory \ Outlook \ SharePoint \ UM/LCS

Responsibilities:

• Provided world-class, customer-focused technical production support for the Microsoft global messaging environment by providing Tier 3 engineering support.
• Effectively communicated and worked closely with internal IT groups, product groups and business units to facilitate the planning/execution of migration projects and transitions to new messaging & collaboration technologies/services.
• Knowledgeable in Windows Server 2003, Exchange Server 2003 technologies including: mailbox and public stores, AD, Exchange ActiveSync, Unified Messaging, Live Communication Server, SharePoint, Office 2003, Rights Management, and various other messaging technologies.
• Contributed to writing and maintaining internal/external KB/technical documentation which led to the team being the IT showcase/example for internal documentation for 3 years in a row.