Craig Baldwin Email & Phone Number

Bear, De, Us

Aliso Viejo, Ca, Us

Lead the digital transformation strategy for a strategic success management initiative for the customer and partner channels within the Quest Microsoft Platform Management division. Build and deliver on digital transformation strategies for technical product enablement, technical account management, product adoption, self-paced product training and certification, revenue retention, upsell and cross-sell revenue growth plans. Serve in both a strategic and tactical management capacity and as an individual contributor single point of escalation and contact for partner and customer relationship mgmt., technical escalations and product enablement for a tiered customer and partner channel structure for the entire North American region.

Aliso Viejo, Ca, Us

Department director delivering thought leadership, program management and leading modernization programs for the Customer Success, Customer Support, DevOps and CloudOps functions across the entire global enterprise.Accomplishments:* Spearheaded the ideation, incubation and go-to-market of a new customer success business function to deliver cloud platform onboarding and enablement, with a primary focus on cloud platform adoption and customer experience as measured by established KPIs.* Led the expansion and modernization of the customer support call center business function from a 17x5 model to a 24x7x365 model over a period of one year using a three tier global follow the sun model. Implemented formal response SLA thresholds to enhance customer experiences, automated CES/CSAT KPIs, and automated data analytics dashboarding using SalesForce Service Cloud. Decreased average initial case response time by 75%, and case lifecycle average response times (stale case) by over 50%. * Led the modernization of our knowledge management business function - migrating to a new cloud based KB platform while delivering expanded capability to selectively publish content based upon audience and stakeholder requirements. Increased content creation by 1000% year over year. * Led the ideation, incubation and implementation of DevOps and Cloud Ops business functions to deliver 24x7x365 cloud platform monitoring, introducing role segmentation for cloud platform release management, and formalizing division of duties between development and production environments to meet and/or exceed ISO27001/27018 security requirements. Delivered cloud platform availability of 99.9x%.* Led the transition of the Microsoft FastTrack Ready Partner (FRP) program to the service delivery department while delivering 150% revenue attainment during program transition. Implemented and managed a matrixed cross department delivery team to effect the program transition.

Aliso Viejo, Ca, Us

Department manager leading a 24/7/365 comprehensive operations and support services center that was responsible for product development, product management, go-to-market and operational support of all managed service products and SaaS services for our entire customer base, from back office cloud platform operations to customer facing service delivery and support helpdesk call center services. Accomplishments:Inherited leadership, program management and service and success delivery responsibilities for the Microsoft FastTrack Ready Partner (FRP) program effective September 2018. Led the ideation, incubation and implementation of FRP program modernizations that delivered 100% revenue attainment year over year while implementing a 50% FTE resource reduction via resource reassignment. Led the product ideation, product development and product management for Surround365 and other associated managed service products, evangelizing managed service strategies and principles. Collaborated directly with executive management, product management and strategic business partners to transition existing software products and services to a managed services model where applicable, promoting and delivering recurring revenue generation.Managed the entire lifecycle (SDLC) for all managed products and services – from inception to go-to-market implementation, ongoing operations, continuous service improvement initiatives, product and service transition and end-of-life initiatives when appropriate. Worked collaboratively across both internal and external clients and partners using established feedback mechanisms to facilitate continuous service improvements and formation of new products, features, and services.

Aliso Viejo, Ca, Us

Led the product ideation, product development, product management, go-to-market and operational support for emerging managed products and services. Evangelized managed service strategies and principles. Led global matrixed department collaboration and program management initiatives for managed services.

Philadelphia, Pa, Us

Trusted contributor and member of the senior IT leadership team with a track record of continuous promotion and an expanded scope of responsibilities. Worked directly with the CIO and CTO to formulate both strategic and tactical deliverables for global infrastructure and application solutions architecture. Recognized as a key consensus builder across business and technology teams that delivered excellent solutions architecture and service delivery results. Mentor direct and matrixed reports. Set a high standard of personnel proficiency and professional integrity to encourage and promote efficient and effective IT service delivery, matching the right people to the right positions to deliver projects on time and within expected cost constraints. Set and manage department budgets; conduct cost analyses, containments, reductions; direct team training and team building.

Philadelphia, Pa, Us

KEY CONTRIBUTIONS:* Served as Knowledge Management Services Director in a technology ideation, incubation and innovation role to start transforming the IT organization from a service ownership model to a product management model. Redesign existing document management and knowledge management technology platforms and new legal technology solutions via agile solutions architecture and scrum methodologies to deliver increased matter profitability, enhanced lawyer productivity, and increased client satisfaction.* Key contributor building a revenue generating (P&L) data cube service offering and database consulting services model sold to legal clientele for data processing and data analytics services.* Key contributor in a formal PMO organizational implementation to centralize project intake, business relationship management, and business analysis functions, and to implement and align a modernized ITIL ITSM implementation for quality assurance/control, architecture and engineering departments. * Key contributor for ISO 27001 certification process currently scoped to all enterprise applications under management, serving as a business process service owner and in subject matter expertise roles for the messaging and document management enterprise services.* Implemented a hybrid BYOD/COPE mobility program that included more than 2,500 BlackBerry, iOS, and Android devices for use by all qualified firm partners and employees. * Key contributor as a solutions architect and subject matter expert for all enterprise infrastructure and application projects from inception to deployment, placing specific emphasis on quality control and user experience. * Directed the planning and implementation of enterprise infrastructure and application technologies, including voice and networks, compute and storage, database, web, messaging, document management, collaboration, and mobility platforms in 10 new domestic offices and 8 new international offices over the past decade.

Philadelphia, Pa, Us

Promoted to Director in recognition of excellence delivering mission critical IT communication services while expanding scope of responsibilities to include additional mission critical IT services. This promotion also recognizes the increasing criticality and pervasiveness of email, collaboration, and document management communication IT services.

Philadelphia, Pa, Us

Promoted to Assistant Director in recognition of excellence delivering mission critical IT communication services while expanding scope of responsibilities to include additional mission critical IT services. This promotion also recognizes the increasing criticality and pervasiveness of email, collaboration, and document management communication IT services.Responsible for enterprise architecture, administration, and technical support of global messaging and archiving services, perimeter/border services, document management services, wireless messaging and collaborative application services, web conferencing, presence and instant messaging services for the firm. Ten direct reports including an enterprise application architect, four enterprise application engineers, and two enterprise application administrators, with three dotted line reports that manage eDiscovery related matters.Solid senior management experience with budgeting, cost control, cost avoidance, personnel management, vendor relationship management, purchasing, and project management. Excellent ability to translate business requirements into technology services in an efficient and time sensitive manner and within budget constraints.

Philadelphia, Pa, Us

Responsible for enterprise architecture and systems administration of global messaging and archiving services, perimeter services, document management services, wireless messaging and collaborative application services, web conferencing, presence and chat services for the firm. Eight direct reports including five enterprise system architects and three enterprise system administrators. Extensive management experience with budgeting, personnel management, vendor relations, purchasing, and project management.

Philadelphia, Pa, Us

Responsible for strategic architecture and management of all global messaging and collaborative toolsets for the Firm. Six direct reports including two enterprise architects and four enterprise administrators. Experience with budgeting, personnel reviews, vendor relations, purchasing, and project management.

Philadelphia, Pa, Us

Responsible for enterprise technology architecture and management of all global messaging tools for the Firm. Architected and implemented global upgrades of Lotus Notes & Domino technologies from versions 5.03 to 5.0.11 and from versions 5.0.11 to 6.51 and from 6.51 to 6.54, including Domino server infrastructure and subsequent Lotus Notes client upgrades. Responsible for global SMTP message architecture and management of routing topologies using Tumbleweed's Email Firewall products. Implemented and managed migration from internally hosted anti-virus and anti-spam services to Postini's hosted perimeter email and border perimeter services. Architected, implemented and managed the firm's Lotus Sametime instant messaging and web conferencing platform, starting with version 1.5, and upgrading and customizing the web conferencing interface in version 3.1 and subsequently to version 6.51.

Operations Architectural Lead working in a group responsible for Enterprise Architecture and Operational Support of hosted Domino Messaging platforms for clients and internal use.Responsibilities included: • Design, Build, Testing, and Implementation of AIX, Solaris, and Win2000 Lotus Domino R5.x systems running on Compaq DL380G2, Dell 6450R, IBM RS/6000 H70/H80, Sun Netra & Enterprise 420R hardware with storage internally and on external storage solutions such as EMC Clarion, ECCS, and NetApp SAN units.• Design, Build, Testing, and Implementation of additional services that include: Lotus SameTime, Lotus QuickPlace, and Blackberry Wireless Services for Domino and Exchange.

Worked in the consulting division as Technical lead providing project based Lotus Notes & Domino messaging and application development consulting services.Responsibilities included: • Co-architected the Design and Migration of a national law firm (2500+ users) from GroupWise to Domino R5.• Designed, Developed, and Implemented multiple enterprise-wide Domino applications for various clients including mail monitoring applications, mail retention applications, custom calendar migration application (Oracle back-end), SNMP integration application, address book sharing application, custom mail template management application.• Design, Testing, and Implementation of multi-tier Enterprise monitoring solutions that provide fully redundant multi-tier Messaging Infrastructure management with NetIQ AppManager (Wintel Platforms), Concorde’s Empire SystemEdge (Unix Platforms), MRTG and Veritas NerveCenter (Network Management)

E-Business Technical Lead providing project based Lotus Notes & Domino messaging and application development consulting services.Responsibilities included: • Design, Implementation, and daily Operational Support of multiple Domino for AS/400 servers for internal test and development networks, and multiple AS/400 clients.• Co-design, Development, and Implementation of a business-to-business extranet e-commerce website for a large furniture manufacturing company (AS/400 backend DB/2 integration)• Co-design, Development, and Implementation of a front-end GUI Notes application for a large manufacturing firm to manage payroll and HR activities for multiple independently owned subsidiaries (AS/400 DB/2 backend integration utilizing LEI and LSX ODBC extensions)

Contracted Out to a large energy/utilities firm as a Lead Domino Administrator.Responsibilities included:• Co-Design, Implementation, Administration, and Operational Support of 4.6x and 5.x Lotus Domino server infrastructure (hub/spoke model) for applications (NT4) and corporate messaging (AIX V4.3.x), approximately 7000 user base.• Planning, Design, and Migration of PECO Nuclear employment force (2000+ user base) from 4.6x to 5.x servers and Notes client software versions.

Contracted out to a global IT outsourcing firm on behalf of a global chemical firm as Senior Domino Administrator• Senior Domino Administrator for 50,000 + user base 4.5x worldwide Domino environment spread across 5 international data centers.Contracted out to a global pharmaceutical firm as a Groupware Consultant

Glen Mills, Pa, Us

Multiple positions held over a two year period of time, including:• Domino Administrator/Developer/Lead• Senior Server Administrator (OS/2 & NT4)• Project Team Lead• LAN Manager• Helpdesk Manager

Bs, Finance

High School Diploma