Daniel Hough Email & Phone Number

Dallas/Fort Worth Area

Oversight of the 24x7 operations for Fortune 500 client facing governance, service desk, global data centers, event management, escalations, and metrics.Implemented several initiatives to improve IT stability and maturity focused on increasing productivity using the Franklin Covey 4DX principles.Defined plans for cost saving initiatives to support mission critical best class service and lowest cost.Vendor management of several co-location global data center providers for 24x7 mission critical environments.Core member of the advisory board for deployment of the Service Now platform. Oversight of Service Assurance, NOC, Data Center, and Monitoring teams.Developed client facing IT governance framework. Oversight of operational steering committee for company policies and procedures for operations in alignment with the security department to meet or exceed third party audit requirements.Re-established SLA's for outsourced partners to expand services and measured results.Increased responsibilities and promotion while at Epsilon:Vice President of Service Operations (February 2018 - April 2022)Senior Director of Operations (July 2015 - February 2018)Director of Operations (April 2014 - July 2015)

Oversight of the 24x7 operations including systems environment, disaster recovery, escalations, and metrics. Designed metrics programs to incorporate Service Level Agreement monitoring and reporting for production environments and external vendor links. Developed and deployed escalation paths, support ticket process flows, and metrics review cycles. Developed standard operating procedures for scope definition, testing, pilot programs, and follow up for all production changes. Managing member of the SAS 70 steering committee for compliance. Member of the steering committee for company policies and procedures for operations.Increased responsibilities and promotion while at CompuComSenior Program Manager Client Operations ( January 2012 - April 2014)Senior Manager Operations (April 2009 - December 2011)

Responsible for strategic planning, tactical implementation and management of all operations for the organization and client engagements. Accountable to the CEO for success of improving process, customer relations, integration of business systems and minimizing the overall cost associated with operating the business and client engagements. Oversight of the client services and operations department business units. Actively engaged in daily client initiatives, projects, and new sales processes. Created asset management and lifecycle methodologies at client sites including procurement, change control, and disaster recovery processes and procedures. Developed and enforced standard operating procedures based on ITIL standards, root cause metrics, and irreversible corrective action criteria. Developed and deployed client business continuance programs utilizing network load balancing and system virtualizations.

Oversight of data center build out, operations, and disaster recovery initiatives. Position actively engaged in the data center physical build-out, technical detail and design, personnel, departmental budgets, procedures, and documenting methodologies. Developed and executed a complete remodel project for a 2500 square foot production data center including network, systems, and facilities designs. Developed data center metrics programs to incorporate Service Level Agreement monitoring and reporting for production environments and external vendor links. Negotiated vendor contracts for data center build-out and operations.

Oversight of the 24x7 operations including systems environment, support desk, disaster recovery, escalations, and metrics. Designed metrics programs to incorporate Service Level Agreement monitoring and reporting for production environments and external vendor links. Developed and deployed escalation paths, support ticket process flows, and metrics review cycles. Developed standard operating procedures for scope definition, testing, pilot programs, and follow up for all production changes. Member of the Sarbanes Oxley Act steering committee for compliance. Member of the steering committee for company policies and procedures for operations. Negotiated all vendor contracts for data center operations. Directed the change management review committee for the production environment.

Increased responsibilities and promotion while at Data ReturnDirector of Change Management ( 2000 - 2002)Senior Manager Operations (1999 - 2000)Oversight of operations and global change management for the network and server environments. Facilities included seven data centers and ten corporate office locations. Managed the daily validation of due-diligence in the preparation, deployment, and recovery phases for all project plans requiring implementation into the production environment. Managed all customer environments from implementation through the production lifecycle. Developed and enforced standard operating procedures based on ITIL standards, root cause metrics, and irreversible corrective action criteria. Achieved SAS70 financial hosting certification. Developed and deployed change management tracking software for scheduling, deployment, and reporting metrics.AWARD: Received Data Return’s “Most Valuable Player Award” for outstanding achievement and demonstration of the company’s guiding principles.

Areas of responsibility include infrastructure engineering and technology implementation for all network-based systems in both the domestic and international retail divisions. Oversight of daily operations and network-based projects based on enterprise wide administration, configuration, and support. Developed and deployed an inter-state relocation plan of a 200+ server environment from Florida to Texas. Oversight of the construction and design of the network layout. Created the production move plan of the hardware from backups, delivery, and disaster recovery of the equipment. Converted all of operations from Novell NetWare to the Windows NT technology. This focused on an environment that consisted of over 200+ servers. Converted all operations from Lotus CCMail to the Lotus Notes platform in an environment that consisted of over 4000+ employees.

Bba, Management Information Systems

Education record