Delivery leader and department manager for an international team of engineers across multiple technical service lines that provide day-to-day delivery solutions for Hilton Worldwide, a global enterprise account. (VMware/Hypervisor, Citrix/Virtual Workstation Services, Windows Server OS Support, Datacenter/Cloud Infrastructure, and Active Directory Architecture). Directed internal engineering support teams in the design, development and delivery of client deliverables. Ensured continuous and effective services are provided and product delivery completion is within budget and in accordance with contract requirements.Established relationships with client leadership and delivered timely, high quality service to the client. Ensured client satisfaction through consistent follow-up, responsiveness, repeat engagement and thorough communication.Managed organizational resources in accordance with priorities, business objectives and policies; in a matrix environment, to meet engagement deadlines and goals. Manage product teams including both internal and external resources in the design, development and delivery of client deliverable in accordance with the SOWDeveloped and presented Statement of Work (SOW) content, including work being performed, milestones and timelines for projects to both internal and external leadership.

Lead technical subject matter expert (SME) for an international engineering support team supporting a major global corporate account. Responsible for technical and administrative escalations from both internal and client sources. Directly responsible for Active Directory and Group Policy management, design and troubleshooting in a multi-forest, multi-domain environment. Participated and held leading design roles in multiple projects over varying time frames. Examples of projects that were implemented and managed include SOX and PCI audit and remediation, Active Directory consolidation, and baseline technical remediation efforts.Performed and assisted with incident and system administration activities for 2000+ Windows Servers (2003 to 2102) and across multiple locations worldwide. Responsibilities included technical assessment, resolution and root cause analysis for all issues relating to the operating system and hardware environments. Coordinated and supported internal and external application-focused teams with troubleshooting assistance and technical intelligence.

Directly supervised, managed and supported field engineers for onsite support and maintenance of client systems. Managed a remote phone based helpdesk and a remote monitoring operations center that provided remote support and monitoring to a managed services client base. Developed and promoted procedures for ticket escalation and resolution.Provided advanced strategy, forecasting and IT focused business plans to managed services clients encompassing corporate requirements and objectives. Worked with and mentored multiple network and server engineers with regards to managed client scheduling, issue resolution and targeted project work.Assessed and worked with clients to develop and implement major system upgrades such Citrix, Sharepoint and other migration projects. Led and worked with clients to develop realistic and accurate 1-3-5 year IT budget plans and forecasts with rollout schedules that focused on their individual needs and requirements.

Performed senior level network engineering and system support for multiple managed services clients across a wide range of industries and markets. Supported and maintained multiple Windows Server 2003/2007 and Exchange 2003/2007 based networks for small to mid-market (10–500 seat) clients. Responsible for the day to day support and troubleshooting of multiple IT related network issues from workstations to servers to network connectivity. Proactively monitored status of all network and server systems for any issues and worked to resolve before outages occurred. Implemented and performed bare metal disaster recovery and site recovery solutions for multiple clients.

Premier and Professional level technical support on performance and stability issues with Windows XP and Windows Server 2003 systems including highly escalated issues. Specialized in the support and troubleshooting of operating system and application performance tuning on the Windows 2000, XP and Server 2003 platforms.