David Morgan Email & Phone Number

Los Angeles, California, Us

 Responsible for understanding the customer’s business needs, developed plans to extend the use of the Customer’s platform and grew revenue from within the customer base. Led services engagements from contract signature to successful delivery of scope, deliverables, budget, client satisfaction, and achievement of required business outcomes.  Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction, and retention. Prioritized and funneled customer feedback internally for incorporation into processes and cross-functionally to the Product Management team to optimize the user experience.

Chelmsford, Ma, Us

Directed the global EUC department and directed all areas of IT across regions including US, Germany, Switzerland, Italy, Israel, Singapore, Penang, China, South Korea, Taiwan & Japan.  Developed KPIs to improve IT department and met every KPI or exceeded for the year.  Strategy - Created and implemented a new technical support strategy, partnered with Leadership/Management teams to identify additional opportunities for improvement and drove results. Support – Reduced support response time from 20 days to 1 hour. Improved SLAs for IT resulting in improved resolution times by over 80%. Communication and Collaboration - Improved meeting and collaboration through implementing global Video Conference rooms. Selected the vendor, negotiated contract and set up Windows and Android Teams.  Implemented a formal incident management process to better handle unplanned outages/incidents, including appropriate level of communications to business users during disruptions.  AI – Started the process of introducing AI/Chatgbt  Experience working in a technical capacity with CTOs and CIOs at large multinational companies. Directed a global wi-fi upgrade of all locations including all access points, making changes to the switches, power levels and VLANs to support the new design; Helped in setting up the Change Control process for IT; Helped with a global LAN and Firewall modernization/upgrade, Coordinated a Phone System Upgrade and a PC and Printer refresh globally.

Greater Boston, Us

 Lead the global IT department and directed all areas of IT across global regions including the Philippians, London, Ireland, Australia, Canada, Egypt & India. Set up a procurement process and negotiated costs saving over $100,000. Ensure data accuracy for hardware & Software assets; identified saving opportunities on assets. Added DNS entries in DNS Made Easy and AWS.  Supervised the installation of new Meraki firewalls in the Philippians.  Helped set up a brand-new office in London from an IT perspective. Used Cisco Amp and monitored PC & Mac devices for vulnerabilities, viruses, etc.  Worked with Security and Compliance team on the disaster recovery plan. Helped create, setup & improve the problem management system. Set up Help Desk policies & procedures.

Consultant for the County of Los Angeles Public Defenders Office, through Illuminous Enterprises, Inc.  Lead assessment of current infrastructure and operations of the IT division  Identified and established a strategy for better agility and speed. Made improvements with infrastructure, staffing, best practices. Created policy and procedures, establish tier 1 – 3, escalation procedures.

Us

Tech Company provides employment services and offers recruiting, hiring, job boards, posting, web application, candidate screening, applicant tracking, and job alert services.   Developed an inexperienced team and build a scalable global IT Infrastructure to support growth. Built an expert team, driven to capture the business mission and deliver thoughtful and expedient service throughout the entire organization. Produced a Disaster Recovery plan for IT for major outages or disasters.

Premium Customer Service IT & Communications consulting company specializing in voice/data networks, IP, data centers, end user support, mobility and managed applications & Customer Service.  Lead services engagements from contract signature to successful delivery of scope, deliverables, budget, client satisfaction, and achievement of required business outcomes  Ensure profitability of each engagement including, but not limited to, working with Sales to optimize engagement profitability and value to Company. Advise on a large volume of provider options, varying technologies, and cost effectiveness. Collaborate with IT Executives to evaluate cost saving options for all types of telecom contracts.

Pasadena, California, Us

Global $500M firm with 25,000+ employees providing a full range of comprehensive security services to thousands of clients across the globe.Drove the move of the global IT department into the 21st Century and directed all areas of IT across global regions. Rebuilt and managed the Data Center in the USA and Latin America. Orchestrated total cost savings of $750K+ and efficiency by restructuring the IT department; Re-negotiated hardware and software expenses; set up a procurement process and negotiated cost saving; Integrated State-of-the-Art Data and Network Operating Centers. Ensure data accuracy for hardware & Software assets; identified saving opportunities on assets. Integrated innovative site verification process with using technology for inspections and tracking of guards. Increased system uptime, increased network reliability to 99% by adding redundancy and updating technology globally. This also allowed the company to be paid faster by 3 months.  Migrated company’s email from Exchange 2003 to Exchange 2010.  Designed detailed plan & strategy to move Oracle EBS into the Cloud.  Developed Company-wide IT security risk assessment, compliance requirements, and IT mgmt. policies. Strategized design and implementation of Disaster Recovery and Business Continuity plans and introduced critical applications and innovative technology.

Billion dollar hospitality management and real estate group operating 120 hotels in 79 destinations through-out Asia, Australasia, Europe, the Middle East and North America with about 5000 employees. Hired to create IT budget, mentor and hire staff for all North America properties, coordinating closely with counterparts in Asia, Europe, the Middle East, and New Zealand. Renegotiated hardware and software contracts, reducing costs by more than $150K annually Developed strategic relationships with maintenance vendors, enabling $300K savings per year. Ensured regulatory compliance (PCI) and proper operations of critical applications Launched a Tier 1 to Tier 3 User Support process improved SLAs by 75%; Implemented ITIL processes; Improved network reliability by 99% by adding redundancy; Created a service catalog, policies, procedures, and priory levels Lead IT portion of complete renovation of 14-floor, 321-room hotel including re-cabling, enhanced phone system, restaurant POS system, Multiprotocol Label Switching (MPLS) system, software upgrades and improved Wi-Fi access throughout the hotel

El Segundo, Ca, Us

Industry-leading logistics company providing third-party distribution and logistics from twelve domestic hub cities to customers in retail and manufacturing industries. Hired to improve IT Operations by creating new User Support team; new policies and procedures; new SLA’s; Created redundancy for the network with all resulting in a $100k savings in soft costs Saved thousands of dollars by implementing a new IT purchase plan Developed strategic partnerships with Telecom companies and Network providers.

California, Us

California’s Leading Workers’ Compensation Defense Firm, with 12 offices throughout California Spearheaded all IT operations, budgeting, and system functionality by implementing new MPLS network; upgrading the Help Desk, Programming, Telecom, Data Center, and Networking departments Improved customer satisfaction from 30% to 93% by providing 24/7 functionality for IT services Led the relocation of 40 servers, all PRI lines, analog, and internet lines with minimal downtime Created a user support tiered structure which enabled users in all 12 offices to get resolution to computer related issues resolved in a timely manner Established a state-of-the-art computer room with new switches, new UPS batteries, and earthquake racks for the servers

Bachelor Of Science - Bs, Computer/Information Technology Administration And Management

Bachelor Of Science - Bs, Computer/Information Technology Administration And Management

Bachelor’S Degree, Computer Information Systems And Business