SUMMARY:

• My leadership style is firmly grounded in servant leadership philosophy.
• An effective leader focuses first and foremost on the team.
• Growing an individual, helping him or her to reach further...this is the foundation of building a team.
• My teams participate in every aspect of our operations and are included in the decision making process.
• A team of engaged achievers is a success factor that translates to productivity and profit gains for the firm.
• External and internal clients seek service providers that understand their unique requirements.
• I work closely with my customer base, learning their business and operational needs, to ensure delivery of services that hit the mark.
• Assessing trouble spots and implementing improvements
• All operations suffer occasional setbacks. I assess, plan, and remediate problems.
• My clients know that they can bring problems to me and I will present them with a series of options. If asked to resolve the issue, I step in and bring the solution to fruition.
• I am a technology purist; my interests in technology span the full spectrum of cloud services, servers/workstations, networks, storage solutions, Windows/MacOS/iOS/Android, and other forms. Technology is a tool to be used for creative purpose; it is the ultimate business tool.
• I enjoy shaping that technology to fit my customers' unique needs and to increase their productivity and outreach.
• At the end of the day, the goal of a business is to make money. I ensure that my operations are balanced and profitable. Success is not cost prohibitive; a careful eye on the budget keeps expenditures where they're most beneficial and efficiently restructures operations.

WORK EXPERIENCE:

Confidential, Hebron, Kentucky

Remote Monitoring & Management Practice Director

Responsibilities:

• Provide thought leadership, service definition, service activation, and business development for remote monitoring and management services.
• Evaluate, adjust, and develop/enhance remote monitoring and management offerings and solutions; perform pre - sales, client presentation, sell sheets, battle cards.
• Work collaboratively with solution architects and business development managers on new and existing deals.

Confidential, Mason, Ohio

Director, Assured Quality & Deal Assurance

Responsibilities:

• Focus on new and existing deals; monitor and manage service delivery quality, ensure new solution quality.
• Oversee high profile service improvement programs through metrics and resource management.

Service Delivery Director

Confidential

Responsibilities:

• Focus on program management and timely delivery of tasks; monitor transformation and transition projects to ensure deadlines are met.
• Various technologies include server, cloud, network, and tooling in both data centers and office space.
• Additional focus on ITIL functions (incident/crisis management, problem management, change management, and release management).
• Interface with internal and customer management teams ranging from line managers to C-level executives.
• Managed network separation during a large, company divesture; stabilized production environment.

Director, Managed Services

Confidential

Responsibilities:

• Responsible for North American Regional Operations Center and Business Critical Operations practice, including incident/crisis management and cross-functional L1/L2 engineering services (network, server, datacenter, security practices).
• Manage practice P&L, set cost/recovery rates, and oversee operations of 50 staff including two senior operations managers.
• Direct and collaborate on other projects as needed, research/respond on customer escalations, and work with sales and solutioning teams on new deals.
• Executive sponsor and program manager for data center refresh and transition.

Director of Data Networks

Confidential

Responsibilities:

• Responsible for management of day-to-day operations of the data network delivery practice including the execution of all relevant ITIL processes (incident, problem, change, release, config, etc). Manage four senior managers and 60+ non-directs (performance, goals, objectives).
• P&L accountability for assigned teams, owned technical service delivery for data networks in North America.
• Also responsible for managing offshore operations as well. Sponsored multiple projects and directed project teams toward successful completion.
• Completed network separation/integration during company merger.

Global Operations Manager

Confidential

Responsibilities:

• Owner of major incident management globally, aligning multiple centers and handling direct customer interactions for critical events.
• Responsible for major incident process development and implementation.
• Ensure rapid recovery of key systems and services, providing real time communications on outages to management and front line staff both within Confidential and customer base of 50+ companies.
• Enterprise support ranging from 500 to 150,000 users.
• Special focus on accounts in distress and enhancing customer relationship.
• Developed custom applications used in communicating major incidents via e-mail and SMS.

Operations Manager/Senior Operations Manager

Confidential

Responsibilities:

• Manage day to day operations for business critical application/infrastructure monitoring team (escalation & incident management), problem management, service request team, after-hours service desk & on-shore network operations center (NOC). 60 direct reports (exempt & non-exempt).
• Responsible for customer advocacy, training, disciplinary actions, department finance/budget oversight, & other tasks/projects as assigned.
• Managed offshoring effort of network operations center including documentation, training & compliance as well as ongoing operational oversight.
• Work with multiple off-shore centers including locations.
• Designed & authored custom tool for incident notifications used globally (.Net). ITIL shop - North American process owner for Incident Management.
• In-house application developer (VB.Net 2010).

Functional Manager

Confidential

Responsibilities:

• Manage day-to-day operations for NOC team. Direct reports ranged from 15 to 40 engineers & help desk agents, including 5 off-site.
• Responsible for payroll approval, scheduling, customer complaints, training, account assignment, disciplinary actions & general oversight.
• Managed NOC’s interest in 3 largest accounts serviced by NOC.
• Regularly conducted process & procedure review & creation.
• Member of teams handling on-boarding, special projects, & issue resolution.

Engineer

Confidential

Responsibilities:

• Troubleshoot server issues, manage incidents & escalations.
• Develop & maintain documentation for NOC team, assist with various projects requiring NOC input & user acceptance testing.
• Ticketing systems used include Mercury, Remedy, & Clarify. Monitoring tools utilized: Spectrum, CA Unicenter, & Netcool. Server OSes
• Windows 2000/2003 systems, including Active Directory.