I manage projects from the Corporate Technology PMO, primarily upgrading and maintaining IT solutions used by Corporate and Practice Area teams.

As an Operations Manager, then Managed Services Manager, I have owned our incident resolution processes and most service requests. My Operations level 2 team worked closely with Service Desk Level 1 and Infrastructure Level 3 to resolve all infrastructure incidents. My Managed Services team included Operations plus Technical Services staff who built servers, installed and licensed software, provisioned storage, registered DNS and Certificates, configured load balancing of web servers, and administered backups and alerting.• I managed several queues of incidents, service requests, and tasks and worked with requestors and my team to deliver services on request, escalate hot items, and address process issues.• I championed improvements to our service request screens, approval processes, and task creation logic.• I designed and created monthly Incident Resolution, Service Request completion, and Task completion metrics for the Infrastructure organization.• I led the organization and design of our service catalog.• I developed documentation standards.• I had between 7 and 15 team members over this time period, with biweekly one on ones, goals, training plans, performance reviews, compensation administration with high level of retention.

As a Delivery Manager I have been an assertive advocate for the Business units and led multiple, concurrent Infrastructure projects with cross functional teams, working effectively with all staff including Senior Leaders and CTOs.• Leading projects with cross functional technical teams such as migrations of applications to improved hardware and infrastructure.• Developed processes and documentation to launch new services, such as ongoing patching of servers.• Consistently provide exceptional level of detail in gathering and documenting requirements and developing solutions that blend custom design around standard services to achieve business outcomes.• Confident leading meetings about complex topics and effective driving decisions and commitments.• Constantly adapting to project challenges while maintaining a foundation of systems life cycle as the guiding process orientation. Able to develop effective meeting formats, requirements documents, tracking tools, and use my well rounded skills to lead project teams.• Developed a manually maintained CMDB for my Business unit’s applications including object characteristics, DR/BC requirements, RTO/RPO expected service levels, Monitoring and Backups expected service levels, Change History, and Monthly costs. • Developed documentation, such as application visios, that have become the standard.

My Engagement Manager role at LogicsOne was a senior Project Manager role focused on implementation of Data Center Infrastructure Solutions for small to medium businesses. • Led multiple 1 to 6-month projects concurrently at any given time, implementing various technologies including Cisco network and VOIP, HP server, EMC storage, and Microsoft solutions such as Exchange.• Developed standard project processes and documentation to ensure client satisfaction and timely invoicing.

MTP gave me the experience of focusing on Managed Services such as help desk, support contracts, antivirus, and patching systems.• Led the adoption of workflow tools to manage contracts, projects, tickets, and invoicing.

After 15+ years in Global Corporations such as EDS and Kellwood, CBE gave me another perspective as a Value Added Reseller focused on New England small to medium businesses.• Focused on Cisco VOIP Projects • As a vendor to small and medium businesses I worked with a wide variety of customers and learned to be effective working on projects in many different office cultures.

At Kellwood I led the Operations staff and special projects for the VP of Operations.• Led teams of Operations staff and desktop support• Developed vendor management skills

My career started with the EDS Systems Engineer Development program and grew into Team Manager roles.• Led teams of 15 to 30 technical and business staff for 5+ years including hiring, performance reviews, salary administration, individual development plans, and financial management.