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 strategies for the combined company with a focus on growth.

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 Leadership Team, I brought my teams feedback to the table in order to shape go forward strategy. I updated the members of the Leadership Team on various goals, internal projects, and reporting data for the engineering department.

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, improve processes/procedures, improve systems, and improve reporting while maintaining satisfied customers.

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 those products. Some of my day to day activities included; working cross functionally with other managers in the organization on initiatives that are going to effect support, ensuring we are delivering high levels of customer service, mentoring team members, and working on ways to improve the teams efficiency through better tools or processes.

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 contact for major stakeholders both inside and outside EarthLink Business. I helped to improve financials for the platforms by monitoring profit and loss (P+L) on a month by month basis. I would assist product management with the technical requirements needed for new initiatives. Over all it was my job to become the knowledge warehouse across all business units for these platforms.

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 as a service product that's hosted at EarthLink. All day-to-day management of the partner, planning, project management, requirements, change control, task delegation, etc fell to me to maintain and account for.

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 all technical services.