• Focused on digital transformation and operational maturity of PagerDuty customers worldwide.• The PagerDuty Professional Services team focuses on enabling our customers to most effectively leverage our platform to achieve their business goals.• We partner with our key customers to provide large scale onboarding; custom integrations, service modeling, and provisioning users, teams, services, schedules, and escalation policies.• Lead team of consultants in providing expert services to customers on tight timlines while remaining billable and within budget• Provide expert level operational guidance on ITSM/ITIL process as it pertains to PagerDuty products.• Assist customers with how best to create processes and procedures that help with operational maturity.• Manage tight timelines and customer relationships to ensure timely and complete delivery of professional services projects.• Review customer requirements and consult on how best to use PagerDuty products to achieve digital operational maturity.• Manage project deliverables and budget to ensure project is completed within timelines.• Customize customer integrations to meet specific operational requirements with industry specific platforms such as ServiceNow, Zabbix, JIRA, Slack, DataDog, etc.• Provide leadership to customer IT personnel in order to ensure successful completion of projects.• Use clients' requirements to develop targeted solutions to fit specific needs.• Worke closely with all stakeholders to identify business issues.• Identifie issues requiring improvement and set processes in place to remedy concerns.

• Director level position reporting to CIO of Golden 1 Credit Union utilizing many years of financial services experience in IT systems, security, operations, and compliance.• Working within a traditional IT-Ops organization, guide division teams towards modern IT approaches such as DevOps, Agile, and digital maturity.• Oversee the day-to-day operations of information technology including help-desk, desktop support, computer systems, computer operations, voice and data communication systems, disaster recovery planning, testing and implementation, vendors, data centers, operating systems and hardware environments.• Respond to the needs of the technology division seven days a week, twenty-four hours a day.• Maintain a high-availability environment while adhering to ITIL/ITSM principles to reduce risk and manage problem resolution.• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.• Foster a positive and engaging work environment for each team member by promoting skill development, coaching.• Ensure that effective capacity planning takes place across the technology delivery channels whether for the member or for the internal end user.• Responsible for developing, managing, monitoring performance, policy compliance and reporting staff findings to management.• Develop, review, modify, and implement standards and procedures for all facets of technology systems.• Evaluate technology system efficiencies and deficiencies and make recommendations and take actions where appropriate.

• Responsible for leading a team of multi-discipline architects who design, define, and develop custom modules, features, and package integration from proposal to product.• Document features, modules, requirements, and the risks of each project while designing system architecture for complex, enterprise needs.• Enterprise storage roadmap and redesign for 1.5 PB of data with consideration for mainframe, AIX, data at rest encryption, and ability to support cloud infrastructure.• Automation and self-provisioning of all environments using VMWare VRA with Chef integration across datacenter, AWS, and Azure.• Cloud strategy planning to retire primary data center, design hybrid cloud platform, perform analysis on cloud readiness of applications, and budget analysis to determine business logic of moving to cloud.• Convert global enterprise to Office 365 with hosted Exchange and SharePoint.• Define standard service delivery offerings around compute, storage, software, and enterprise offerings.• Mainframe migration to distributed DB2 on RHEL and VMWare.• Define Key Job Achievements (KJA's) for each team member and coach to clearly defined objectives.• Set concise expectations for performance and hold staff accountable to commitments.• Remove barriers to success by decisive action, collaboration, and leading solutions despite institutional friction.• Meet line of business and client expectations on business needs while maintaining SLA expectations.• Provide independent decision making based on business requirements in an Agile environment.• Make high level decisions on direction and communicate business justification to management stakeholders.• Managed databases, network infrastructure and system controls.• Authored and maintained system technical documentation.• Streamlined established processes by implementing client and employee feedback.

• Provide consultative services around system deployment of InterSystems products.• Working with clients, provide project reporting, system support around deployment / upgrades, and design expertise to ensure projects are successful within the given timeframe.• Research challenging issues and provide clients with documentation and project plans for resolving current needs as well as process documentation for future maintenance.• Provide leadership to other team members who are brought in to fill contract needs on existing projects.• Lead new support/staff augmentation managed services business unit.• Develop processes, document product offering, manage team, and provide KPI metrics to ensure contractual obligations are met.• Develop managed services program for new division of J2 Interactive.• Manage staff and workflow to ensure client SLA requirements.• Assist in sales opportunities by acting as a technical expert in managed services and providing customized solutions.• Pursue and develop new opportunities through learning clients business model and matching needs to services.• Provide managed services for complex environments hosted in Azure, WindStream, and other cloud providers.

• Initially recruited as a Systems Engineer in 2001, promoted to Data Center Manager after nine months, and Director in 2007.• Manage team of 15 Engineering, DBA, and Support personnel to provide 24 x 7 data center operations, automated monitoring and provisioning of data center resources, architectural and operational support of development efforts, compliance and security of sensitive data, data center and network infrastructure management and design, and production support of application and hardware issues.• Participate in application design process to ensure integrity, reliability, and availability in a 24x7 production environment.• Participate in creation of departmental $5.0+M budget for IT service management.• Implemented continuous improvement process to get beyond symptoms of mission critical service interruptions (firefighting).• Identified underlying source of problems, worked with Development, QA, and Operations collaboratively, and recommended solutions to ensure greater system stability in the future by implementing ITIL methodologies.• Automation of all routine functions through the use of PowerShell scripting.• Design and lead data archiving/retention project to reduce enterprise data needs and manage compliance risk.• Achieved 95% virtualization and reduced data center server footprint by 75%.• Decided upon standards which would be followed by development, QA, and Operations.• Design solution for expansion to Canada that included a data-center-in-a-box design using blade chassis in the Cogeco data center in Toronto.• Cross functional database task force to identify and resolve performance and high availability concerns in very large SQL server installations.• Prepare proposals, RFP, and business rational for IT initiatives to support long-term goals.• Build vendor relationships, negotiate pricing and contract terms, act as escalation point for disputes, and otherwise engage critical partners to meet corporate needs.