As a professional services company with over 20+ years of extensive IT and business management experience, we offer comprehensive national IT services and support for SME's and large corporations. Our wealth of experience equips us with a profound understanding of the intricacies of modern technology. Our core competency lies in being a Cloud Service Provider (CSP) / Managed Service Security Provider (MSSP) with a special emphasis on proactively managing and maintaining our clients' IT infrastructure and systems ensuring their seamless and secure operation.Central to our services is a robust cyber security risk assessment (CSRA) framework. In today's ever-evolving digital landscape, safeguarding your organization against cyber threats is non-negotiable. Our cyber security services encompass thorough risk assessments, network management, data backup and recovery, and continuous monitoring. With our extensive experience, we excel at identifying vulnerabilities and implementing strategies to mitigate them effectively.Beyond cyber security, we provide comprehensive IT support, software and hardware assistance, cloud computing solutions, domain/tenant migrations, and strategic IT consulting.By partnering with us, businesses can streamline their core operations, drawing on our two decades of experience to optimize technology investments, boost productivity, and minimize downtime, all while ensuring data security remains a top priority.

As a highly skilled leader, I orchestrated a large-scale transformation of multiple operational projects under SAP Cloud - seamlessly managing physical and virtual capacity, customer experience, systems integrity, performance, and security. My exceptional expertise in cost and project management enabled me to skillfully administer a $1B Cloud infrastructure budget while consistently delivering project outcomes that aligned with corporate objectives and budgetary targets.Under my leadership, I spearheaded the execution of SAP's One Strike strategy, which facilitated global consolidation, migration, legacy infrastructure, and hyper scale platform operations with major providers such as Google, Amazon, Microsoft, and Alibaba. Additionally, my innovative approach to Global Cloud Service (GCS) operations resulted in the implementation of a new IT operating model - improving customer service delivery through diligent application of LEAN management frameworks and Agile methodologies. • Led and managed cross-functional teams - uniting diverse global talents to achieve impactful results and improve employee satisfaction rates by 28%.• Enhanced customer net promoter score (NPS) by 25%, evaluating metrics on infrastructure and delivery to ensure high-impact customer support.• Employed management-level expertise in infrastructure demand and capacity operations to spearhead process improvements - boosting forecasting accuracy by 36%, and global cloud platform utilization by 20%.• Allocated resources to ensure virtual cloud utilization at 100% - employing expert processes, tools, and reporting to maintain achievement of KPIs.

• Oversaw North American Customer Engagement Managers, leading full-cycle operations from infrastructure demand and capacity to service delivery and systems management.• Implemented new infrastructure demand mgt. program and streamlined supply chain management process.• Maintained 100% customer satisfaction rate as well as exceed operational targets YoY.• Mentored a regional staff of 30 on engagement practices fostering team growth and innovative design thinking.• Centralized business engagement workflows, enhancing customer support tools and transparency during service reviews.

• Liaised between SAP clients and GCS teams, collaborating with multiple departments for integrated service management across organizations.• Led the GCS Demand Management project, supporting strategic initiatives to improve planning and providing growth recommendations.• Developed service management protocols for GCS Capacity planning and execution, enhancing customer engagement and demand strategies to deliver on time and within budget.• Coordinated with diverse stakeholders to integrate project and operational management activities across Sales, Support, Legal, SAP University, and external partners.

• Utilizing LEAN principles, redefined and implemented SAP’s IT Infrastructure Services operating model • Successfully implemented the IT IS Service Improvement & Get-Well Plan improving processing times by 60%• Reduction of E2E infrastructure processing times by over 70%• Managed Key User Group Demand Analysis & Customer Lifecycle implementations for over 50 LoB's• Successfully designed, built, and implemented fully functioning Service/Incident Management Center • Developed Demand Analysis methodologies for new/existing Key User Groups as well as delivered multiple events for IT IS Key User Groups• Developed customer lifecycle for demand management• Global coordination of Sense & Respond program and adjacent projects

• Managed daily tasks/projects and staff of US/Mexico team• Reviewed and trained staff on team processes/procedure utilizing coached improvement management skills • Provided Global KPI Reporting• Successfully refined and implemented team responsibilities projects • Proficiently maintained Service Catalog • Implemented service delivery improvement planning for ticket processing

• Orchestrated customer engagement and escalation management • Provided global on-site demonstration assistant for high profile deals• Technical landscape owner of US DSG Long-term Demo Landscapes• Coordinated technical service delivery • Developed, implemented, and provided sales support for Proof of Concept landscapes• Provided Key Demo Monitoring and Process Improvement• Implementation of project and service improvements for Proof of Concept, virtualization, and PIB

R/3 Administrator:• Build/Maintain Training, Demo, Consulting and proof of concept Landscapes consisting of ERP(R/3), SRM, CRM, BI, PI, SCM, etc.• Installation of non-ABAP components: J2EE, IIS, WTC, ITS, & SQL DB• Provide 2nd & 3rd level incident support for Global Training, Demo, & Consulting• Installed Full Release & Enhancement Pack upgrades• Application of SP’s & Kernel upgrades• Developed global documentation for system installation• Provide workshops and additional training for new hire FTE’s and InternsOS Administrator:• Build System Images using Ghost imaging tool• Operating system security patching and updates• Delivered Data Center Inventory and maintenance• Provided hardware maintenance and upgrades• Developed Documentation for Data Center practices

• Development of Viecon.com website• Designed & developed custom products based on customer requirements• Provided daily functionality testing• Developed user documentation creation for viecon.com• Tested website for production go-live