Dylan O'Connor Email & Phone Number

Herzogenaurach, De

Herzogenaurach, De

Herzogenaurach, De

Herzogenaurach, De

Responsible for overseeing network operations, IT security, and retail IT teams at time of hire. Ensured consistent delivery of critical regional support for the following associated functions: • 24 x 7 Monitoring and Network Operations Center • Data Center Operations • Project implementation • 15 x 7 Retail Store SupportFourth months after hire was put in charge of additionally supervising regional Help Desk Operations in Westford, Boston and Montreal. Organized team efforts to ensure delivery of regional user support services to agreed upon SLAs with the business.Management oversight of 20+ technology professionals.Responsible for organizing team's effort to successfully achieve PCI Compliance via annual audit process. Perform annual risk analysis on behalf of IT department and report findings to parent organizations though standard controls questionnaire. Major Contributions:• Performed detailed DR analysis for North American data centers, identifying current RTO and RPO capabilities and making specific recommendations to reduce the time needed to fully restore business operations by >50%• Analyzed organizational structure of IT department and recommended optimizations that could be made to improve efficiency and team performance• Initiated cleanup and reorganization of data centers in the region, developing standards for technology platforms required within the footprints of each of the various sized office locations within the region• Updated and improved ITIL based Service Management practices across the department

Delivering strategic IT consulting services to small and mid market enterprises.

Foxborough, Massachusetts, Us

Responsible for all aspects of the service delivery department including Network Operations Center, Hosted Data Center Operations, Consulting Services, Project Delivery, Service Center / Remote Support Center and Account Management. Oversee business operations for the entire company. Organize activities of geographically dispersed resources throughout the organization. Management oversight of 50+ technology and customer service professionals.Supervise development of new service products and manage standard product pricing and packaging process for hand off to sales teams via Services Catalog. Deliver direct sales engineering support and early stage services to key prospects. Oversee Sales Engineering Team that provides technical support to sales teams for new client activity.Develop IT Service Operations quality standards and customer facing Service Level Agreements. Facilitate compliance with customer required regulatory standards and develop and maintain internal information security policies. Orchestrate all aspects of business project planning and implementation including Infrastructure, Managed Service, Professional Service, Application Development and Customer Service teams.Major Contributions:• Provided due diligence support and business operations integration during two merger-acquisitions in 8 year span (Staples Dec. 2006, MetTel Sept 2014)• Performed CISO functions for organization• Planned and implemented the development and delivery of the company’s hosted services business model and services offering• Implemented ITIL based Service Management practices across the company• Designed call center operations to support inbound trouble ticket calls of >250 calls per day while achieving 90+% response time and resolution time service level commitments• Mentored, trained, and developed dozens of IT professionals during tenure with the organization

Foxborough, Massachusetts, Us

Promoted to fill the vacancy left by the departure of the founding CTO. Transformed company’s service delivery model from a professional services recurring revenue model to a true monthly recurring managed services model. Identified key technology vendors for the service management platform, and worked with all departments to identify service best practices to standardize and automate via the managed services delivery system.Major Contributions:• Managed a departmental staff of 30+ Network Engineers and associated managers overseeing Sales Engineering, Network Operations Center, Project Management and Implementation, Consulting Services, Application Development, Remote Support Center and Service Desk• Implemented a performance management platform and department bonus structure that aligned individual contributor performance reviews and rewards with corporate execution towards budgetary goals and initiatives• Established product development process with research, testing and development, pilot program, staff training, market launch, and ramp up phases with owners defined and documented• Designed the configuration of the organization’s managed services portfolio, including network monitoring, remote management, firewall security, and data backup monitoring and management services

Foxborough, Massachusetts, Us

Elevated to role on the executive team of the organization, collaborating with the principal owners of the business on key decisions that guided the course of the company. Achieved 43% service revenue growth in 2004 calendar year.Major Contributions:• Managed a team of 10 Network Engineers and an Account Manager• Personally delivered CIO level consulting services to small to medium sized customers in diverse industries such as financial services, legal, biotech, and manufacturing• Directly interfaced with clients and responded to customer service issues; performed technical sales support in person and via teleconference

Foxborough, Massachusetts, Us

Promoted after four months in the organization into a mentoring and development role, coaching junior members of the team and overseeing their day to day activities to ensure consistent and high quality service delivery.Major Contributions:• Managed a team of 5 Network Engineers• Developed and recommended long term technology strategies for small to medium sized businesses, and recommended information technology infrastructure designs and support requirements• Developed price quotations and implementation proposals with seamless transition and integration schedules

Foxborough, Massachusetts, Us

Brought into firm to bolster the team’s project management expertise and provide deep network infrastructure proficiency to a rapidly growing services organizationMajor Contributions:• Developed and produced technical documentation, project implementation plans, network analysis assessments and recommendations• Designed, recommended, and presented state of the art technology solutions and proposals

Organized project team efforts and managed the implementation of dozens of IT infrastructure and business application upgrade projects. Responsible for client communication, systems migration, and third party vendor coordination on aggressive timelines to ensure quality of client experience in delivery process.Provided recurring onsite support services to large book of customers. Provided strategic thought leadership in IT matters, IT systems support and administration, user support, and documentation of network services, layout and standard operating procedures.

Boston, Ma, Us

Provided desktop support to end users as well as providing project support services during new hardware and application deployments.

General Studies

Associate'S Degree, Broadcast Communications