Charles Shaw Email & Phone Number

Part of a cross-functional team (Product, Service Management, Engineering, Customer Success, and Service Delivery) responsible for IT services across a global workforce. Accountable for the end-to-end service management, technical direction, service strategy and overall roadmap for Enterprise IT Services. This includes: •Managing outsourcing vendors; evaluating vendor performance; assessing and evaluating alternative methods of service provision, in-house operations and/or outsourcing; negotiating service scope, standards and costs with selected vendors and customers.•Partnering closely with clients, vendors, design & solution architect and service management peers on roadmap and implementation of strategic enhancements and evolution to service environments.•Providing governance over the services (integrations, security policies, and records retention) and interfacing regularly with stakeholders and workspace owners. •Design, develop and manage activities for a group of services from product definition and planning through production, release, and end of life. Serve as the central resource with design, process, manufacturing, test, quality, and marketing as the services move to production. Involvement lasts throughout all stages of a product’s lifecycle including modifications, upgrades and maintenance of the product or product line.

Responsible for the development and implementation of a Service Delivery framework to support IT Services. Includes clearly defining IT service delivery expectations, providing an objective means of assessing whether performance meet those expectations and identify actions needed to improve performance. Focus on business objectives and map services and performance criteria to desired business outcomes.

Responsible for the delivery and support of a distributed Enterprise Systems Management solution incorporating a tool-set that provides an end-to-end monitoring capability for all of the Certegy IT Infrastructures. This includes the business strategies, deployment plans, delivery and developing the appropriate delivery guides, marketing collateral, and training where needed.

Managed end-to-end delivery and support of IT Infrastructure services. Was responsible for the development and support of a number of service areas including Internet Services, End User Computing, Mobile Communications, Local and Wide Area Communications and Infrastructure Service Management including problem solving, fault rectification and technical consulting. Managed outsource vendors; evaluated vendor performance; assessed and evaluated alternative methods of service provision, in-house operations and/or outsourcing; negotiated service scope. Developed creative approaches to minimize systems costs while providing quality services to meet customer expectations. Reviewed, approved & planed all technical changes. Owned the resolution of customer & operational related technical queries and problems. Defined and updated IT-related policies. Monitored use of the infrastructure and the agreed service levels.

(A merger of Cable & Wireless, Digital Island and Exodus Communications)Technical Manager of a global 24x7 engineering team of 10, responsible for Designing, Implementing, and Supporting Global Network Monitoring solutions for large E?Commerce Internet services. Accountable for all Level 2 & 3 “Provide and Assure” functions for an integrated Network and Systems Management architecture deployed to support a Hosting and Content Delivery network. Role was a split between managerial and day-to-day technical responsibilities.

Member of 24x7 Support Team providing 2nd - 4th level support for Network and System monitoring tools used by Global NOCs supporting customer infrastructures deployed in 22 Global Data Centers. Role required understanding complex Managed hosting environments, with ability to quickly trouble shoot service related issues in customer and internal IT infrastructures.

Assisted in design and implementation of European NOC to work in tandem with a U.S. NOC providing 24x7 “follow the sun” support. Provided network and systems operational support, along with network availability and performance monitoring. In addition, led a team of 8 that developed a support plan to manage a network of more than 1,200 content distributors across the Internet.

Responsible for creation of a NOC providing day-to-day management of a Pan-European Research backbone connecting over 20 European National Research Networks (www.dante.net/ten-155). Managed a team of engineers that provided day-to-day operational management of an IP service, covering central fault reporting, carrier relations and circuit provisioning. NOC also managed the IP Service for the UK National Research Network, JANET (www.ja.net). Reported to Head of Network Operations and dotted line report to a management body delegated by the European Commission.

Managed production of examinations and assessment material for the Motor Vehicle and Engineering National Vocational Qualifications. Included managing teams of question writers and editors.

Assisted Surgeons and Anesthetists as part of a Surgical and Trauma support team. Primary responsibilities were preparing patients for both clinical and operative procedures, providing initial emergency care and providing and administering of pre- and post- op medications. Participated in rotations within the flying ambulance team attending trauma related emergencies.

Marine Reconnaissance Combat Corpsman. Responsibilities included general health and well being of personnel both in operational and garrison environments, including training personal on first aid and preventative medicine issues. Participated in Operation Desert Storm combat operations as a team medic with 1st Marine Division. Awards: Combat Action Medal, Navy and Marine Corps Medal, Good Conduct Medal, Fleet Marine Force Ribbon, National Defense Service Medal, South West Asia Service Medal, Expert Rifleman Medal, Expert Pistol Medal, Kuwait Liberation Medal. Honorably discharged.

Associates Arts Degree

High School Diploma