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Author - ITIL 4 Digital and IT Strategy (one of the ITIL 4 core publications).

• Provided direction and guidance to customer IT Operations Manager with a focus on strategic planning and process improvement • Developed Capital and Operational Expenditure budgets for enterprise storage environments• Implemented IT Service Management (ITSM) reporting tools to monitor capacity and resource utilization at the business level and develop long term growth strategy • Conducted interviews with stakeholders throughout the organization to identify strengths and weaknesses, opportunities, and threats• Negotiated and documented ITIL-based Service Level Agreements (SLAs) with internal customers• Created Standard Operating Procedures (SOPs) for all aspects of the enterprise storage life cycle:- Strategy formulation and requirements elicitation- Planning / Design- Acquisition / Purchasing- Provisioning / Release- Operations and Maintenance- Decommission / Retirement• Produced a ‘Storage Operations Guide’ consisting of:- ITIL-based Service Level Agreements (SLAs)- SOPs to ensure SLAs are met- Escalation procedures for incident management- Data retention standards- Training requirements for service desk and technical staff- Current architectural diagrams• Delivered training courses for technical staff and service desk at customer site• Interfaced with executives and engineering teams at customer site to translate business goals into specific IT initiatives

• Responsible for all operational aspects of Server and Enterprise Storage infrastructure• Negotiated Service Level Agreements (SLAs) with internal customers and developed operational capabilities to meet existing SLAs with external customers • Coordinated Incident and Problem Management activities in accordance with ITIL best practice• Implemented and chaired Change Advisory Board and published forward schedule of changes, dramatically reducing service downtime resulting from unplanned changes• Coordinated software and hardware release activities and maintained test environment• Produced weekly reports for executive management on existing system capacity and growth patterns• Designed high availability system architectures• Developed, implemented, and regularly tested Disaster Recovery plans• Implemented and maintained Configuration Management Database• Managed relationships with suppliers• Performed annual and quarterly budgeting and forecasting

• Managed a team of 16 direct reports to provide 24/7 Service Desk and Incident Management• Monitored and maintained environmental conditions in two data centers to maintain compliance with Service Level Agreements• Conducted monthly employee training workshops on technical and project management skills• Coordinated release and change activities to minimize service interruption to customers• Developed and maintained ITIL service desk monitoring and reporting tools • Developed automation tools to perform administrative tasks, allowing for 35% increase in servers managed without increasing support staff headcount.• Provided top level 24/7 on call support for a high traffic network of over 1200 web servers

• Performed installation and support for a Local Area Network with over 300 PC clients• Provided PC Hardware installation and support • Performed Service Desk first line support for MS Windows 9x, Macintosh, MS Office Suite, MS Visual C++, and related products

• Founded Cyclepath as an online business, then expanded into a retail location• Developed online storefront to enable the business to grow into multiple markets• Selected vendors and performed all purchasing activities • Performed all accounting functions necessary for daily operations• Managed a staff of 3 part time employees• Conducted extensive marketing efforts both online and via conventional media