Manage IT operations for Shelton Call Center

Developed detailed technical specification document for the design of a new website to collect and report on sales leads for a utility company. Performed iterative load testing and tuning of Apache server.Created “runbook” manual for managing ongoing operations of new website including monitoring, backups, and data integration.Researched hosting providers including VPS, and Cloud providers for new site with a Content Delivery Network (CDN).

Provided operational leadership for six to seven simultaneous customers with total yearly contract revenues to IBM of $6 million in a Cloud Infrastructure for application hosting with ERP software (PeopleSoft and SAP) and other software including Lotus Notes.- Managed IBM relationship with customers and ensured overall customer satisfaction.- Developed and maintained inter-company governance including change management, executive communications, outage response, issue management, quality management, risk management and escalations.- Ensured team achieved SLA targets and all contract deliverable items.- Advocated for customer within IBM teams.- Integrated multiple IBM teams (SAN, Network, Unix, Windows, Security, Datacenter) in multiple geographies in a matrix environment to deliver as a single unit for each customer.

Managed hosting contracts as projects for multiple customers, predominantly in the financial services sector. Responsible for customer satisfaction, profit and loss, and business development. Developed training materials for new hires in this rapidly expanding group.

Managed global messaging system with 3,200 seats in over 80 offices including coordination with several IT groups (Systems, Internet, Technical Support, Training) in a matrix organization. Managed crisis response to outages including authorizing technical responses, interfacing with senior management and end-user notifications.

Performed UNIX System Administration, Internet security management, and hardware/software technical support for a fifty user network of PC's, X-Terminals, and Macs, Managed Systems budget to within one percent of target. Successfully initiated culture change to incorporate Internet by print focused enterprise.