SUMMARY:

Managed Services Strategic Planning Infrastructure Management. A results - driven, influential Information Technology Professional with diverse leadership experience ranging from IT Operations & Engineering Management to Consulting and Service Delivery; An outstanding communicator who is able to motivate teams to produce exceptional results; A visionary change-agent who has led multiple high-level programs that served to improve outcomes while enhancing alignment with organizational goals; An analytic, creative thinker who possesses exceptional problem-solving skills.

AREAS OF EXPERTISE:

• IT Operations Management
• Voice, Video & Data Networking Technologies
• Disaster Recovery & Business Continuity Planning
• Cloud Computing
• Program Management
• Enterprise Systems Support
• Financial Management/ P & L Responsibility
• ITIL® Foundations Certified
• Outsourcing / Vendor Management

PROFESSIONAL EXPERIENCE:

Confidential, Township, MI

Client Management Director

Responsibilities:

• Lead Global VoIP Implementation Project at a Large Automotive Supplier
• Maintained and ensured customer satisfaction at multiple Atos Managed Services Customers
• Ensure that Atos Service Delivery & Support meets or exceeds contractual commitments.
• Responsible for ensuring financial targets are met: Successfully Managed Multiple Million-Dollar plus Customer Engagements
• Expand Atos service footprint within the customer environment. Returned underperforming major automotive account back to profitability
• Interface with support organizations within Atos both in North America and Globally.
• Serve as a trusted advisor to Atos Customers.

Confidential, Troy, MI

Consultant/Service Desk Management

Responsibilities:

• Designed Remote Managed Service Offerings in the network monitoring, security management, data backup and Microsoft Server management domains.
• Developed multiple Managed Service and Cloud - “X-as-a-service” Support Offerings.
• Managed the Planning and Implementation of CBI’s redundant Datacenters in order to improve fault tolerance and disaster recovery capabilities.
• Led the successful company-wide implementation of a cloud-based VoIP Solution.

Confidential, Commerce Township, MI

Self-Employed Consultant & Project Manager

Responsibilities:

• Directed the roll-out of redundant Internet connections to improve fault tolerance.
• Installed a multi-site cloud-based VoIP Solution.
• Managed the Planning and Implementation of an offsite data backup solution.
• Developed and lead the implementation of both Incident and Problem Management Processes.
• Perform other services such as: Data network upgrades and management; Planning and implementation of disaster recovery and business continuity plans; and ITIL Service Architecture Assessments.

Confidential, Southfield, MI

Customer Solutions Director

Responsibilities:

• Led high-level crisis response teams in support of Fortune 500 customers experiencing significant, business-critical issues. For example:
• Loss of Voice, Cable and Internet services for 3+ million customers;
• Extended Network outages resulting in dropped 911 calls;
• Network Security breaches.
• Worked with a wide variety of Confidential technologies from high-end routing and switching products to Network Security solutions and Unified Communications Products.
• CAP Case response budgets ranged from $1 to $50+ Million per critical account/engagement.
• Acted as single point-of-contact for all Senior-level Executive communications, both internal to Confidential as well as external to Confidential customers, partners, suppliers and original equipment manufacturers (OEMs).

Program Director

Confidential

Responsibilities:

• Worked closely with Marketing and Sales Teams to identify and develop “beachhead” or “lighthouse” accounts to serve as both partners in the development of the business service as well as future reference accounts.
• Generated bookings of ~$89M during first 6 months of limited availability at a 58% margin; managed program budget of ~4.5M/Q within +/- 1% Forecast to Actual.

Director, Service Delivery Executive

Confidential

Responsibilities:

• Designed and successfully implemented a global Advanced Services Framework in support of General Motors, which played the pivotal part in progressively improving Confidential ’s strategic supplier ranking with GM from #13 to #1: Confidential named General Motors' “IT Supplier of the Year” for the first time ever in 2007.
• Developed standardized “gold-build” network architecture templates for GM’s manufacturing, product development and office environments, which not only simplified ongoing network operations but also created the foundation for the implementation of advanced technologies such as Confidential IP Telephony, Confidential Unified Communications and Confidential Telepresence.
• Acted as Infrastructure/IT Operations team lead for the implementation of ITIL Service Delivery/Service Support for outsourced network and datacenter environments.
• Successfully planned and led the refresh of the LAN infrastructure at 78 GM manufacturing & assembly plants world-wide, which resulted in a significant improvement in network availability.

Confidential, Troy, MI

Senior Manager/Director, Business and Technical Operations

Responsibilities:

• Led multiple initiatives that resulted in structural cost reductions of over $10M annually. Examples include: 1) Station and Voice Circuit Reductions ($2.4M), 2) Elimination of Non-Common Applications and Server Consolidations ($650K), 3). Lease Cost Reductions ($1.2M), 4) Service & Support Contract Renegotiations ($850K), 5) Contract Employee Reductions ($1.3M).
• Directed the infrastructure team of the Global, Enterprise-wide ERP (SAP) roll-out at Delphi’s Energy and Chassis division.
• Additional Achievements include: 1). Deployment of new Global VPN solution to over 2000 clients, 2). Implementation of 3 Storage Area Networks in Regional Data Centers, 3). Implementation of Digital Voicemail Network between US and Mexico Locations, and 4). Refresh of 3500+ PC’s and Laptops.

Confidential, Southfield, MI

Service and Support Manager

Responsibilities:

• Developed and Implemented process improvement plans for Network Software Release Management and Network Change Management.
• Assisted in the successful negotiations of multi-year, multi-million dollar service contracts between Confidential, General Motors and GM’s service-provider support partners EDS and AT&T.

Confidential, Northville, MI

Senior Manager, Technical Operations

Responsibilities:

• Successfully led project to relocate World Headquarters Information Systems infrastructure resources to this new location, under budget and ahead of schedule.
• Led Hayes’ Enterprise-wide Oracle ERP implementation.
• Directed preparation of RFP and lead contract negotiations for local & long distance voice services, data communications services and internet connectivity for all Confidential North American locations, which resulted in an annual combined cost reduction in excess of $800K.