• Leverage knowledge of the Windows operating system to mentor and train all IT staff.• Facilitate the planning of system and feature upgrades.• Participate in planning and communication with school administration and district office.• Utilize high-availability solutions using oVirt clustering and SAN technologies.• Manage system design and administration in production environments.

• Promote enjoyment and involvement in golf by inspiring golfers and helping them to realize their potential.

• Managed well defined program work streams within existing frameworks that align with central release process for project planning, execution and release activities.• Drove regular rhythm with engineering teams and provided daily support for managing delivery of project tasks, activities, milestones and resources.• Developed, maintained, and managed project requirements, plans, timeline, issues, risks and challenges.• Managed project health dashboards and team infrastructure.• Worked closely with program/process owners to identify change and drive the consensus necessary to adopt a manageable change strategy.• Coordinated multiple programs and projects involving multiple parties/organizations in parallel.• Lead engineering teams towards targeted and scheduled outcome providing regular work stream status to communicate project objectives, strategy, tactics, and ongoing progress.• Created and maintained queries for project tracking using Azure DevOps including running and modifying XML.

• Participated in critical escalations requiring in depth analysis and delivery of a comprehensive corrective action plan.• Analyzed data points from ISMP to identify improvement opportunities and develop a plan for corrective action.• Delivered operational rigor for Intel account including America as well as parts of Canada and Central America.• Traveled monthly to meet with local leads and Intel’s management for collaboration and improvement opportunities.• Executed monthly 1:1 meetings with the 5 direct report Ops Leads for cohesion and process improvements.• Managed the delivery and update of our process documentation to Intel for 3 lines of business.• Procured, organized and delivered bi-weekly metrics to our server support [SDI] Intel counterparts to drive process and delivery improvements.• Nearly 15 years experience within corporate IT with 5 years experience managing people and vendor relationships.• Championed various projects such as untracked time, bi-weekly metrics, process documentation and others.• Acquired and provided KPI and summary write-ups for our monthly review with Intel.• Created, validated, and produced weekly reporting via ISMP data to monitor performance and adherence to SLAs.

• Mentored and guided a team of 15 engineers based on performance and customer engagement.• Raised our leading indicator of customer satisfaction based off percentage from the 30s to the 70s and 80s.• Analyzed data, identified opportunities for improvement, developed and executed performance improvement plans.• Elevated our KPIs to a high-level producing metrics that enabled us to outperform the competing vendor.• Accustom with a technical support environment, terminology, and enterprise IT environments.• Skilled at interacting and engaging with Enterprise and Executive level customers including building action plans.• Delivered world class support while providing a global presence 24/7/365.• Performed daily/weekly case reviews of all engineers looking for triggers that indicated poor performance.• Effectively monitored, controlled and reported team’s performance to ensure agreed levels of customer satisfaction.• Participated in technical triages with senior engineers and Microsoft FTEs to understand any trending issues.• Updated and presented a weekly business review presentation that shows trending metrics, opportunities for improvement and action plans.

• Analyzed projects and identify key dependencies including gaps and implement risk mitigations.• Assisted with the launch, testing, troubleshooting and implementation of Microsoft Dynamics CRM as our primary customer relationship management tool.• Evaluated all new technologies into daily workflow and either implement changes or provide alternatives.• Created procedural documents which assist in training all new employees.• Modified drop downs within Excel reports to match desired outcome for partner reporting.• Managed project and guided the implementation of PGP encryption software for team usage.• Ability to effectively prioritize and execute tasks in a high-pressure environment.• Exported raw data from SSMS into Excel for telemetry reporting.• Worked weekly with and adjust reports that utilize concatenate functionality for partner reporting.• Tracked monthly release cycles, provide deliverables, and incident management of all issues.• Utilized multiple pivot tables to produce KPIs for upper management consumption.

• Worked proactively with business partners to gather requirements and drive the delivery on the requirements including continuous availability of the service.• Analyzed projects and identified key dependencies including gaps and implement risk mitigations.• Captured all requirements to ensure a successful implementation of all new capabilities.• Tracked tasks, deliverables and risks to ensure they are documented and updated in a timely manner.• Ensured project documents and lessons learned are complete, correctly documented, and stored appropriately.• Captured or gathered all support processes from new store build out to support ticketing.

• Assisted with driving a team-oriented professional culture, establishing policies and procedures that provide flexibility in a changing environment.• Implemented, troubleshot and resolved enterprise hardware and operating system issues in large scale environments.• Utilize Excel to track servers along with pertinent details while primarily using the sort and filter functions to keep the spreadsheet current.• Monitored project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance.• Performed Shift Lead duties whenever Shift Lead was absent which included entire shifts.• Troubleshot and mitigated hardware, OS, network, database, and LIVE Services issues by following established TSG; and if necessary, perform escalation and triage with other T3/T4 support.• Provided in-depth and root cause analysis, crash debugging, network troubleshooting, tape backup operations, AD implementation, basic SQL queries and PowerShell script execution.• Developed and maintained relationships with internal/external partners to provide monitoring and escalation.• Problem tracking in an ITIL based ticketing system and trending analysis.• Provided on-the-job training, technical leadership and guidance to junior engineers.

• Performed expert problem resolution for applications, servers, and related business services in the distributed systems, UNIX, and Intel environments.• Lead major problem management and recovery activities involving corporate communication.• Drove process improvements to ensure monitoring, recovery, and reporting processes reduced customer downtime and eliminated problems from the environment.• Ensured key business and IT stakeholder satisfaction by providing comprehensive and consistent reporting of key outages and technical issues.

• Install and assist with testing of customized\specialized software on Window 2000\XP Operating Systems for the Capital Management Group.• Monitor network related problems and work help desk tickets pertaining to TCP/IP (DNS), Novell/Netware, Lotus Notes, Siebel (EverTrac), and database connectivity issues.• Advanced troubleshooting and problem-solving skills pertaining to all aspects of technology within our group (TCP/IP, VPN, COE image with CMG overlay, Ghost, various software, etc.)• Serve as a system administrator for the Capital Management Group.• Tier 2-3 application and connectivity support for business lines for over 3000 users, primarily Capital Management Group, which includes the following lines of business: Corporate Trust, Insurance and Wealth Retirement Services.• Plan and execute projects consisting of successfully supporting end-users at our disaster recovery site and large-scale PC rollouts.• Effectively communicate with team on newly discovered and chronic issues. Provide multiple options towards a solution to empower management to make the best decision on how to resolve/fix the issue.