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Director, Cloud Services And Operations Resume

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SUMMARY:

CloudOps Manager with more than 15 years experience in Cloud implementation strategies (SaaS, PaaS, IaaS) and information systems for marquee accounts seeking a challenging position that will allow me to extend my technical and business acumen while providing the organization excellent leadership, reduction in costs and continuous Cloud Services improvements.

SKILLS:

Hire / Mentor / Lead

NOC / DC / DR

SaaS / PaaS / IaaS / DRaaS

Remote / Multi - GEOs

Hosted / SOA

Remote App Mgmt

ITIL: Change Mgmt

ITIL: Problem Mgmt

ITIL: Incident Mgmt

ITIL: Capacity Mgmt

ITIL: Customer Mgmt

ITIL: Continuous Srv Improv

JBoss / Tomcat / Websphere

Ant / Jenkins / Puppet

Nagios / Nginx / Graphite

Zenoss / ManageEngine

PKI / CRL / X.509 / WSDL

Sharepoint / Oracle BI

Java / ZK / Perl / Ruby

AWS: CloudWatch

AWS: S3, EC2, AMI, EBS

AWS: RDS, Glacier, RedShift

AWS: ElastiCache

AWS: CloudFormation

AWS: ElasticBeanstalk

RHEL / CentOS / Ubuntu

LAMP Stacks

GIT / SVN / Perforce

Maven / Hibernate

AWS / Azure / Bluemix

Docker / Puppet / Chef

DevOps / CloudOps / Agile

PagerDuty

Nuno Roberto

Director Cloud Services and Operations

PROFESSIONAL EXPERIENCE:

Director, Cloud Services and Operations

Confidential, California

Responsibilities:

  • Orchestration of cloud operations for automated genetic trading algorithms that find the optimal entry and exit points for price action in stocks and foreign exchange markets.
  • Responsible for orchestrating continuous delivery and integration, maintaining infrastructure as code using Chef and Puppet, and Jenkins for Confidential .
  • Deployments are done on AWS, Azure, and OpenStack as requested by clients.

Director, Cloud Operations

Confidential, California

Responsibilities:

  • Managed the Cloud Services Operations Group, including 6 teams, 11 direct reports located in remote GEOs, and marquee customer accounts while migrating Kronos suite of products into the Kronos Cloud.
  • Created, designed, and implemented ITIL-based processes to manage the Kronos Cloud Fleet and maintain 99.99% availability for hosted customers.
  • Defined business goals and SLOs for the Cloud Operations Group leading to strategically position Cloud Suites for Kronos customers (SaaS, PaaS, IaaS, Hosted, Hosted Application Management, Remote Application Management).
  • Hired for and developed the Cloud Services Operations Team in the US.
  • Executed directives across the board to improve Fleet availability from 98 . 861% to 99 . 996%, eliminating 265,200 minutes of monthly downtime and while doubling fleet size
  • Acted as the Portuguese Technical Account Manager for McDonalds and Lojas Renner, two marquee accounts in Brazil. The excellent relationship established with the accounts resulted in Sales upwards of 220,000 licenses for both customers.
  • Consolidated 4 ticketing systems and 18 case queues into a single system for the Kronos Global Support Group resulting immediately in case management improvements of 369% and 32% Q/Q .
  • Defined standard and custom monitoring requirements and integration with internal ITIL processes thus reducing the actionable alerts by 44 . 5% Q/Q .
  • Captured requirements for the BO2 Service Improvement Plan (SIP) including 33 Cloud projects . The plan defines a 5 year Road Map which will be presented during Kronos pre-Sales strategic cycles.
  • Completed full audits on backups, monitoring, VMs, hardware, and shared servers. Now updated every quarter. Renegotiated contracts with datacenters to support 542% capacity growth M/M, reducing backup costs from $0.99/Gb to $0.56/Gb and saving Kronos $ 27,000/Month
  • Designed, implemented and managed the Outage Tracking site reducing Avg Response Time per incident by 85% from 291min/Incident to 43min/Incident .
  • Supervised and led an engineering team to create a knowledge base containing all live customer information.
  • The Sharepoint site is capable of delivering customer analytics 5 . 6 times faster than before, also delivering 51 Fleet - specific KPIs, a 520% improvement .
  • Defined SLO for workflow to capture license counts for software, hardware, and WFC deployments. Cloud Operations can now track more than 1.6 million licenses with up-to-the-minute updates for Executives and save Kronos $ 37,500 M/M
  • Instituted and designed onboarding programs for Cloud resources as part of continuing education. Integration produces results in 90 days, a 50% improvement .
  • Developed, updated, managed and continuously audited the Standard Operating Procedures knowledge base. The SOP KB contains 1300 SOPs, a 948% increase Y/Y improving Global Support SLA Resolution and Response times.
  • Spearheaded initiatives to grow the Kronos Cloud Services business from $ 1 . 3mil (2011) to $ 29 . 9mil (2013) an 83.4% improvement Y/Y.
  • Developed the Cloud Services Operations Quarterly Business Review, presented quarterly to the Services Team and annually at the Kronos Sales Conference in Orlando
  • Reviewed contracts, SOWs, Operations documents, Incident Reports and other customer-facing documents. These efforts led to noticeable paperwork reductions of 90 pages/contract to 11 pages/contract, an 87% improvement which also increased customer satisfaction ratios by an extra 2% points (satmetrix).

Senior Manager, Cloud Automation, Cloning and Monitoring

Confidential, California

Responsibilities:

  • Developed process to clone and reconfigure systems using Autoconfig, Perl, and Ant. Improved process to a point where it is possible to create a new environment in less than 2hrs, improving the process 500%. Process and tools implement ITIL processes of Release, Validation, and Configuration

Senior Manager, SaaS Global Applications Support

Confidential, California

Responsibilities:

  • Created Applications Support Wiki. Wiki implements ITIL principles of Knowledge Management.
  • Designed and managed the RCA Application to track Root Cause Analysis for every unscheduled outage.
  • Tool implements the ITIL processes of Incident, Event and Problem Management.
  • Designed and deployed supporting APEX infrastructure to create the Activities application to track weekend work across all tiers (Web Tier, Mid Tier, Analytics, and DB Tier).
  • Produced daily customer temperature and availability dashboards for executive team.
  • Designed, implemented, and deployed dashboards to address high-visibility Support gaps in the areas of aging tickets, ticket trends, Applications Temperature, Employee Performance, Operations Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Dashboards implement ITIL processes of Service Level, Service Catalog and Availability Management

Senior Manager, SaaS Architecture

Confidential, California

Responsibilities:

  • Released the Hosting Operations Fleet Availability Portal using Ajax technologies (ZK), Oracle Enterprise Monitoring, Oracle Portlets, and Java.
  • The Portal will manage 6 projects (CRM OnDemand, Contacts OnDemand, EasyPay, Email OnDemand, SocialCRM and Upshot) and allows users to dynamically access Availability Analytics for production sites.
  • Created the Portal Business Requirements Document (BRD) and High Level Definition (HLD) Document used to present potential customers with our future offers and current capabilities.
  • Moved team from a cost center to a profit center in less than 6 months.
  • The team is now engaged in producing all internal portals for Oracle OnDemand, CRM OnDemand, Production, Development, Sales, Marketing, Customer Care, and Customer Engagement Teams.

Senior Manager, SaaS Operations

Confidential, California

Responsibilities:

  • Managed SaaS Operations delivering customer projects with 24x7 on-call support. KPIs of 99.999% in High Availability (HA) Production environments and implemented change control processes across all layers of SaaS architectures. Collaborated with Engineering, Release Engineering, TechPubs, Partners, Security, IT, Analytics Engineering and IT Operations to identify problematic processes in complex deployments for large customers and pursue solutions that could be standardized and incorporated in Data Center and Disaster Recovery sites.
  • Managed 12 direct reports located in California, Ohio, Texas, Utah, Florida, New York, India and England with rotating on-call responsibilities, supporting over 300,000 production users distributed across 2000 servers located in Data Centers in Colorado, Utah, Texas, California, Canada, India, and China. Managed to appoint resources to resolve architecture challenges with tight schedules, high performance expectations, and complex deployments, on time, on schedule, under budget, and within SLAs parameters.
  • Awarded Oracle’s Annual Performance Bonus Program two consecutive years (108% and 119% bonus).
  • Collaborated in setting up evacuation information site for the Joint Housing Task Force for the City of Houston in response to Hurricane Rita and Hurricane Katrina.
  • Interviewed 100s of candidates and hired for new team which will support 70 Production environments, 25 Staging environments, 100,000 customers, 7000 customers per team, 945 servers.
  • Finalized a 2yrs master project plan involving 40 projects, 11 subprojects, 70 ICs, 6 managers, 100 environments, 120,000 tasks, 100 milestones, and 9 deployment phases.
  • Worked with c-level management on staffing and support models for 40 SaaS projects. Projects included Monitoring, Performance, Automation, Capacity, Incident, Change, Configuration, Availability, and Release Management.
  • Managed oncall rotation for 9 teams, 3 of which offshore. Oncall rotation took into consideration resources location, readiness, and projects (Email and Contacts OnDemand, Easy Pay, New Demo, Orion, Fusion, Texas, and McQueen).
  • Responsible for managing L1 and L2 support for CRM, Email and Contacts OnDemand, MyOracle Support

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