Don L. Email & Phone Number

Rochester, NY, US

As VP of Managed Services and Support for ProArch, I work globally with colleagues from three other geographies to plan the expansion of our business in the US market. I continue with my duties from my previous role and remain a member of the newly expanded Leadership Team. Working with other team members I help plan and execute our services integration.

As Director of Engineering, I held responsibility over 20 resources ranging from Help Center to Senior Engineer. Throughout my day I worked on utilization, optimization, staffing, training plans, career development, process, and procedure for my team. I assisted in day to day scheduling of projects or delivery work when conflicts arose. As a member of the.

I worked to build the Managed Services organization up from the startup phase and had overall operational responsibility for a team of 2 direct and 14 indirect reports. I had responsibility for all aspects of the development of the organization working to expand the team, expand coverage to 24/7/365, maintain an acceptable Profit and Loss statement.

I ran a North American based Tier 2 support team responsible for second level triage, monitoring, and management of the EarthLink IT services customers. The team operates 24/7/365 and handles all IT Services products including; Cloud hosting, hosted email, network management, firewall management, virtual desktop management, and managed services related to.

In this role I was primarily responsible for the operational management of various platform service offerings. Looking at the business from the perspective of IT operations I utilized resources from various departments to maintain, monitor, model, and grow these services. Day to day I acted as project manager, program manager, business analyst, and primary.

By title I was responsible for the on-boarding of new customers to our IT services products. This includes many of the standard products such as; hosted VMware (vCloud), hosted Exchange, Cloud Workspace, TechCare, etc. It also included a variety of custom created "Cloud" solutions.I was currently acting as the all in one contact point for a large platform.

I was responsible for the day to day operations of a managed services team. I managed a staff of seven technical resources and was responsible for their goals and development. I gave direction on client issues as well as continuing to act as project manager. I was responsible for quarterly financial metrics. I was responsible for customer satisfaction with.