Professional Experience

Confidential

Project Manager

Project Manager for Teamwork Retail's largest and most complex VIP customers. Lead the implementation process by executing project plans from inception through full operation, providing input for the definition of the project scope, development of the statement of work, budget estimates, project activities, deliverables, and success criteria. Provide thought leadership to C-level executives to guide retail point of sale and analytic product development, e-commerce integration, and workflow management by utilizing innovative technology and practices to enhance marketability and sales.

• Oversaw Teamwork Retail's largest implementation to date, a 60 store Canadian retail chain valued at over 12 million, and first customer on a newly developed fully mobile cloud-based product line.
• Coordinate Silicon Valley retail innovation leadership across omni-channel and multi-product line integration.
• Manage all of Teamwork Retail's VIP customer implementation projects with portfolio revenue in excess of 1 million.

Confidential

Enterprise Support Manager

Supervised 12 IT technicians providing 24/7/365 support to enterprise server and web hosting customers at Hostway's Tampa, FL data center, ensuring a positive customer experience through incident tracking, staff training, and quality control. Produced operating procedures and training modules for phone and email incident handling standard support and documentation processes and communication. Served as lead technical liaison between the enterprise support team and cross-functional operational management teams assessing customer related issues including planned and unplanned outages.

• Reduced time to first response metric by 75 resulting in a measurable increase of customer satisfaction and reduction of customer cancellations by more than 25 .
• Positively addressed customer complaint escalations with 100 success rate of retaining customer business while growing services and revenue.
• Exceeded a 90 compliance rate for all hardware, software, and phone support related service level agreements SLA , boosting total SLA compliance by nearly 20 .

Confidential

Service Delivery Manager

IT operational manager for Department of Defense Dependent Schools Europe DoDDS-E support services contract. Ensured high standards of quality and met all service related obligations assisted in investigating performance irregularities, and interpreting SLA's. Created daily, weekly and monthly reporting deliverables and reviewed deliverables with customer executive leadership. Contributed to technical proposal writing, contract forecasting, resource planning, IT strategic planning, and business development.

• Exceeded a 95 SLA compliance rate while averaging over 3000 help-desk tickets per month, supporting over 50,000 devices and more than 4,000 end users.
• Increased end-user customer satisfaction by establishing processes, reporting standards and operating procedures.
• Successfully navigated legal complexities obtaining work permits, visas, and base access for US citizens, local nationals, and foreign nationals in multiple countries throughout Europe.

Confidential

Network Administrator

• Developed highly reliable, enterprise-wide, networked data access. Established industry best practice policies and procedures for proper data security, access, backup, recovery, and monitoring. Created data analysis reports.
• Supervised installation of new network infrastructure improving systems efficiency, security, and dependability.
• Developed and instituted policies and procedures to streamline user data synchronization, security policy application and adherence, DHCP and DNS assignment, and network infrastructure monitoring.
• Deputy Technical Services Group Supervisor responsible for managing the Tier 1 Helpdesk.

Confidential

Systems Engineer

• Lead Architect/Project Supervisor, for an IT infrastructure migration to a fully virtualized environment. Completed project 2 months ahead of schedule and more than 20,000 under budget.
• Developed enterprise-wide disaster recovery and business continuity plans ensuring critical business operations and IT infrastructure was available at all times. Including virtual, redundant data assurance systems utilizing Sharepoint.
• Project Manager for integration of the Emergency Medical Services for Children National Resource Center EMSC-NRC IT network in to Children's National Medical Center's CNMC existing infrastructure. Developed a Technical Task Proposal with advised actions and timelines.
• Lead supervisor for IT security compliance and audit. Diagnosed vulnerabilities and identified areas of non-compliance and developed action items and reports for corrective procedures.

Confidential

PC/LAN Engineer

• Provided IT support for over 600 use rs including desktop, laptop, and peripheral support hardware and software troubleshooting and quality control.
• Project manager for various IT infrastructure and architecture upgrades. Created standard operating procedures and policies for IT administration duties related to upgraded IT environment.

Confidential

Systems Administrator I

• Supported 2 million worth of network devices and over 140 end-users. Performed installations, configurations, backups and recovery, and maintenance of several mission critical database servers and applications. Maintained and secured multi-site network interconnections and remote VPN access.
• Project Manager for IT security upgrades established procedures, principles, and methods to ensure adherence to government security policies, accessibility, and reliability.