Service Development: - Define and develop new managed service offerings. - Enhance service offerings emphasizing proactive service delivery.Personnel Management: - Coach and mentor managed services team members. - Ensure appropriate staffing levels and coverage. - Maintain 24x7x365 schedule and resource availability. - Develop training plans for employees to ensure that the team has the appropriate skillsets and certifications. - Manage the annual employee review process.Process Management: - Implement processes and procedures required for enterprise-class service operations. - Proactively identify process gaps and fix them. - Measure and report on adherence to processes and procedures as well as their effectiveness.Customer Satisfaction: - Oversee the delivery of managed services engagements. - Scope level of effort estimates for new service agreements.Operational Efficiency: - Ensure the team is accurately reporting their utilization. - Coordinate technical tasks and projects for the managed services team.

Cloud Responsibilities- Scoped and implemented effective monitoring of customer’s cloud and environments- Remediated and performed root cause analysis on cloud and virtualization incidents - Created environmental health reports with proactive findings and recommendations for improvement- Led and participated in Cloud related projects- Mentored team members and provided training on cloud and virtualization technologies- Designed and documented processes, procedures, and reporting to ensure our customer environments are operating efficiently and in line with best practices

Resource Management- Redesigned the on call rotation for optimal team utilization- Implemented team policy and procedure to streamline standard activities- Developed queue mgmt. rotation to manage day to day tasks and responsibilities - Balanced the team workload by tracking individual utilizations- Prioritized team activitiesCareer Development- Guided the team with career development goals- Managed long term objectives for individual contributors on the team- Developed training strategies for onboarding new employees Team Leadership- Provided escalation assistance to the team- Coached the team with technical and procedural responsibilities- Managed day to day operations of the System Engineering teamCustomer Support- Standardized the process for calculating effort for new customers- Formalized the team process for onboarding new customers

(Formerly Par 4 Technology Group - RoundTower Technologies merged with Par 4 Technology Group in December of 2015)Developed and managed a customer’s DR documentation project - Managed the project group working on the initiative - Developed a DR failover scenario procedure for a CommVault 10 system - Documented the DR procedures for over 20 systems other production systemsMigrated DR data center systems to AWS - Collaborated with customer to provide an effective migration plan - Migrated servers to AWS EC2 - Integrated new VM replication software to replicate from production vCenter to AWS S3Managed customer modernization projects - Implemented MS LAPS in a customer domain - Upgraded SQL 2003 server to a SQL 2012 cluster - Transferred CA certificates from Server 2003 OS to Server 2012Refreshed customer’s operational documentation - Worked with management to outline the goals of the project - Provided an action plan to implement new documentation - Interviewed System Administrators to determine documentation needs - Documented 35 procedures to date, with approximately 35 more to goPerformed IT operation and systems administration duties according to the customer’sManaged Services contract - Performed customer account management - Acted as tier 3 escalation point - Provided emergency after-hours support as part of a scheduled on-call rotation

Worked on transition build team to migrate and deploy production serversResponsible for delivery of systems containing highly sensitive informationCoordinated server workflow within internal company teamsProvided technical leadership to associate system administratorsStreamlined key processes crucial to the efficiency and accuracy of our serviceIdentified and upgraded legacy systems to modern Server 2008 and 2012 operating systems

(Formerly Webmedx, Inc. - Nuance Communications acquired Webmedx, Inc. in 2011)Established project plans for departmental requests - Worked with stakeholders to establish project requirements and deadlines - Assigned tasks to system administration team to accomplish the goals of projects - Organized project testing and review meetings with stakeholders and the data center team - Coordinated project resources to document procedures, diagrams, and emergency policies - Delivered live, fully documented production systems to the operations teamDeveloped, Implemented, and Managed Change Control in new ITIL standards that were established for the department - Wrote and formatted technical documents in Confluence Wiki systemCreated operating procedures for the system administration team - Interviewed Developers and System Engineers to gather project requirements - Served as a liaison between teams to update and work through any road blocksActed as tier 3 support for legacy platform and environment - Assisted tier 2 team with information on how to triage various issues related to environmentWorked with Telecommunications companies on various projects - Managed the installation of new DS3 into our data center with MUX, patch panels, and server configuration - Worked with providers to establish circuits between data centers - Led the migration of circuits from one data center to anotherManaged multiple contractors working as data center operators and system administrators - Provided daily task lists to consultants and other team members

(Formerly Webmedx, Inc. - Nuance Communications acquired Webmedx, Inc. in 2011)Traveled to work at remote data centers for the installation and removal of equipment - Coordinated outages with hospital staff and data center teamMaintained production Enterprise5 environment including Linux and Windows servers - Multi-tier infrastructure (web -> app -> db) - Apache Load Balancer for PDF Servers - Managed WebLogic 10.3 Environment - Managed the deployment cycle from TEST > STAG > PRODServed as tier 1 network administrator configuring and making changes to Switches and Firewalls - Configured routes, ACLs, NATs on Cisco 5505, 5510, and 5520 ASA devices - Maintained Cisco 2950, 2960G, 2960 POE Catalyst SwitchesWorked with SOX auditors preparing documentation to ensure the department compliant with SOX - Exported Active Directory information for review - Hosted meetings to review change control processes and approvals throughout each quarterActed as Tier 2 support for legacy platform environmentInstalled and configured VMWare clusters, including ESX version 4.1 - 5.1Virtualized 80% of the physical hosts in our data center to virtual machines

(Formerly Webmedx, Inc. - Nuance Communications acquired Webmedx, Inc. in 2011)Configured Microsoft servers for client on-site application interfaces - Implemented custom code to interface with Acrobat distiller to render patient reports and deliver to the customer - Assisted interface team to ensure applications connected to platform backend systems over various ports - Delivered essential documentation to support to manage environmentInstalled, documented, and imaged PCs with Symantec Ghost and 1.0 and 2.0 for production employee useCreated and maintained employee Active Directory accounts and access to company resourcesMonitored and configured monitoring tests for test, staging, and production environments with KS Hostmonitor system - Configured ping, file count, Oracle DB connection tests - Designed and documented alert work flow - Created email accounts and groups to assist in 24/7 coverageUpdated company intranet and website pages with HTML and ASPCataloged and tracked company assetsMaintained telephone system including punching down cables and installing and configuring a channel bank running off of a T1 connection - Documented toll free number records and hunt groups with local DIDs in our data centerMaintaining Mitel conference system management and desktop phone configurationManaged a contractor for desktop configuration support

(Formerly Webmedx, Inc. - Nuance Communications acquired Webmedx, Inc. in 2011)Provided telephone, email, and ticket technical service to company employeesMonitored customer interfaces and escalated issues to the appropriate departmentsConfigured end user PCs to work with Webmedx Enterprise5 system - Installed and configured IE java plug-ins - Setup internet options for IE configurationsContacted and worked with Dell and HP regarding PC and server issuesActed as tier 1 support for end users and customers - Removed system viruses - Repaired general system errors

Established a computer and network installation/repair businessResearched and corrected customer PC and network issues for home users - Built custom computers for users - Ran CAT 5 in homes and punched down to wall jacks Researched and corrected PC, Server, Network, printer issues for small businessesConsulted businesses to establish best practices for network and domain configuration - Prepared and presented technical proposals for clients - Met with business to determine system requirements

Assisted customers with computer configurations so the online banking system would work appropriately - Configured users IE options to allow use of the websiteTracked and reported patterns of issues discovered in the user interfaceMade financial transactions based on customer requests - Explained the breakdown of a user’s transactions to determine balance history Accessed user accounts and provided a step by step breakdown of their financial transactionsTook loan applications and delivered them to the loan processors for approval

Worked hands-on with students to teach basic computer skills - Explained to users how to use MS office Assisted students with software and programming questionsInvestigated and corrected problems with the twenty-five lab computersKept inventory in stock for computer equipmentRepaired and replaced damaged hardware - Replaced hard drives and re-installed operating systems