David Boring Email & Phone Number

I worked through the management ranks while supporting the Ollion business acquisition transition. I contributed to shifting and translating operational policies, SOPs, and processes to align with new business goals.■ Provide Tier 1 and Tier 2 solutions within a $1.5M budget while managing a 40-person team across multiple cloud providers.■ Supported APAC leadership with updating hiring practices, interview guidelines, and onboarding to provide a stellar employee onboarding experience.■ Implemented an employee incentive program, career path matrix, and mentorship program that promoted 22 employees from Tier I into other business areas over 3.5 years.■ Partnered with Zoom Engineers to roll out the first-ever web chat system, which enhanced client communication.■ Reduced time-to-value for providing best practice solutions to customers by producing an AI solution leveraging existing knowledge base articles, runbooks, client SOPs, environment conditions, and Cloud provider white pages.

Seattle, Wa, Us

■ Built a 28-member APAC team across India and Indonesia to enhance follow-the-sun coverage for 100+ clients.■ Led multiple migration projects for unique ITSM combinations and integrations (FreshService, FreshDesk, Zoho, and Service Now), including design, training, and client communications.■ Automated business processes to improve client service using existing tools, enabling a 99.5% SLA attainment for over 3 years and an average response time of under 5 minutes.■ Revamped the training program to enable teams to create promotion-worthy candidates, reducing spending across the business by $25k per hire while simultaneously raising morale.■ Served as Director of Internal IT while navigating vendor management and strategic alignment in preparation for a multi-business combination effort.

Seattle, Wa, Us

■ Rebuilt a 24/7 MSP Tier I team with a high attrition rate and set KPIs to monitor throughput, ultimately boosting CSAT. ■ Developed and implemented an internal improvement program to retrain, coach, and/or discipline bad customer service approaches, including overhauling documentation.

Austin, Texas, Us

In this role, I turned multiple acquisition plans into actionable operational change processes, kept teams motivated during dynamic reorgs, and met 100% of all benchmarks on time. I was responsible for onboarding, training, supervising, and mentoring a globally diverse team to maintain a consistent 99.995% in service level agreements.■ Improved efficiency and minimized overhead with multiple automation initiatives; streamlined processes and standardized VM and cloud deployments.■ Reduced turn-key solution delivery time from 1 month to 1-2 weeks by implementing CFTs, AMIs, and templating for SaaS environments on AWS.■ Planned and executed implementations, rollouts, upgrades, and migrations efficiently and within budget using a cost-conscious and critical-thinking approach.■ Oversaw the migration of enterprise client environments to AWS from globally disparate data centers, coordinating globally, and managing multiple sites' physical hardware.■ SME for all company applications, prioritizing training and documentation to enhance team support and save time and resources.

Austin, Texas, Us

Scottsdale, Az, Us

Omaha, Ne, Us

Computer Graphics

Mcse, Computer Science, Networking