Leadership of the Enterprise Services group within Information Technology. Responsibility for IT Service Desk, Identity & Access Management, and IT Infrastructure teams. A member of the Xactus IT Leadership team.

Serving as a senior technology leader, reporting to the CIO, the Vice President Global Support Services will provide leadership, vision, and direction for all technologies supporting business strategic plans, business objectives, and critical applications. Presented with a significant change agenda to include the transformation and upgrade of the companys technology capabilities and instill a high-performance culture. Drive the technology organization to elevate it to the next level with a focus on best practices.

Overall responsibility for managing and building a global operations & support team to ensure that team is aligned with the business. Lead operational and strategic planning of aligned systems area(s), including fostering innovation, planning projects, standardizing/streamlining work processes. Develop technology operations and support Standard Operating Procedures that are in-line with industry best practices and controls to ensure standardized deployment of updates. Provide oversight and expertise during systems upgrades, migrations, and maintenance. Partner with business stakeholders across departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization and users. Facilitate the standardization of hardware, mobile and desktop platforms that align with the best interest business units. Set and measure goals for team; with a focus on timely delivery, service-oriented solutions, with value-add benefits to the organization. Benchmark, analyze, report, and make recommendations for the improvement and growth of technology infrastructure, operations, services, and systems.

Direct management of the day-to-day activities of the Turnkey Legal Center TLC technical operations support staff in support of client-facing eDiscovery, managed document reviews, and litigation support services.

Supervise/Administer all technology integration processes on server platforms.Manage the installation of various product solutions and communication with all customers and personnel.Maintain an inventory of all technology procedures and products and prepare an effective schedule for same and ensure appropriate support to all IT and media services and provide service management to all resources. Oversee the efficient working of infrastructure monitoring, inventory, and maintenance of all systems/products. Monitor efficient working of support team and ensure optimal level of operational productivity in all processes and ensure compliance to all customer objectives and manage communication with various client groups to identify and resolve all issues. Supervise implementation of all new services and coordinate with senior specialists to provide consultation for defining processes and maintain knowledge base transfers. Collaborate with application support and IT team to provide technical expertise in various support issues. Collaborate with all contract support teams and business users to ensure appropriate support to all IT processes. Analyze all root causes of application or hardware failures to ensure optimal level of customer satisfaction. Prepare reports for all projects, maintain and update all portfolios for clients.

Key member in internet provider cut over with no production impact, implementation of 26 Fortinet appliancesMigrated off of the Cisco 5505 devices and Websense while cutting over to Fortinet SSO and Web filtering Managed and maintained the production VMware and Citrix environments.Built and deployed a Windows 7 XENDesktop Image.Other responsibilities include but are not limited to the support and assistance of all Tier 1/2/3 support staff. Change Control Review/Creation/ApprovalWorking with and managing vendor relationships.

Management of the 12 resource team supporting a Tier 1 client. Managed a team of resources in the successful implementation of client back office system.Coordinated efforts in a cross-functional team to complete both project and support efforts with on-time delivery.Connect Wise ticketing system utilized to manage the incident and project resources.Provided mentoring and career guidance to staff.Acted as the primary technology approver on the Change Advisory BoardReviewed and acted upon the problem management data to provide an overall all reduction in tickets of 20%.Managed multiple SLA’s, OLA’s, and other service commitments within the agreement.Migrated client infrastructure to a private cloud offering.Delivered Executive level presentations and steering committee meetings.Managed resource allocation and cost modeling for the account on a monthly basis.Assisted client management with budgetary planning and road mapping infrastructure and IT initiatives.

Key resource in the onboarding process of a multi-million dollar contract. Implementation of client back office system.Ticketing system utilized to report efforts as applicable to the incident and project tasks.Provided senior technical support and guidance to first and second level on-site staff.Administration of VMware/HyperV environment consisting of more than 250 servers and 20 hosts.Administrated 580 user Citrix environment consisting of both XEN desktop and XEN App.Manage Symantec Endpoint Protection.Perform weekly CAB responsibilities.Implementation of multiple QNAP, Tegile, Netapp, and Nutanix Storage Area Network solutions.Provided on-time delivery of multiple SLA’s, OLA’s and other service commitments within the agreement.Developed SOP’s for client environment to limit the number of calls being escalated.Assisted client in the management and maintenance of SQL 2005 and SQL 2008 environments. To include maintenance schedules as needed.

Currently working on multiple IT projects within the organization.

Managed a team of 5 dedicated resources performing all facets of infrastructure support of Tier 1 Enterprise client.Managed resource allocation and cost modeling for the account on a monthly basis.Assisted client Director and CIO with budgetary planning and road mapping from an architecture perspective.Coordinated shared service efforts from other internal and external resource teams to complete both project and support efforts with on-time delivery 87%.Reduced client annual outage time by 66% over a two year period.Used ConnectWise ticketing system to manage the incident and project resources.Provided senior technical support and guidance to first and second level on-site staff.

Deployed check processing software and scanners to credit unions nationally for EDI processing.Provided both internal and external customer support for the application and scanning systems.Used RAS to deploy workstations to new and existing clients.

Utilize Computer Associates application deployment suite CA-11 to manage the deployment of software to an estimated 30,000 workstations.A Primary resource in the Merrill Lynch Branch Hardware Refresh Project deploying of over 15,000 workstations in less than 3 months.Third level support for all branch and QA environments.Manage multiple Remedy queues to ensure mandated SLAs are met or exceeded.Provide senior technical support and guidance to first and second level on-site staff.

Scope of responsibilities include: Vendor Management, Asset Management, Reporting, and Technical SME for Desktop and LAN support.Managed a project to select and implement the pick-up and removal of antiquated Nelnet assets from sites nationwide.Technical resource in a wide array of projects within the Nelnet enterprise.Responsible for the development and deployment of Microsoft Office 2003 to the enterprise.Provide Senior Technical support and guidance to current Network and Administration staff.Implemented Microsoft Online training program for the Human Resources department.Key role in the Online Asset Management System to include the development of training materials and initial deployment.

Manage Enterprise Network Analyst support and LAN Administration staff consisting of over 40 employees.Communicate and schedule network wide environment and application changes.Perform evaluations and provide guidance to Enterprise staff.Budget planning, execution, and reporting of approximately 2,000,000 dollars for the Desktop and Administrative environments.Provide input supporting corporate strategic direction for desktop and network infrastructure.Manage variety of successfully implemented projects to include Windows XP and Office 2000.

Supervise Jacksonville Network Analyst group to include contract personnel.Coordinate production changes that impacted all work centers.Perform evaluations for Jacksonville level 1 and level 2 Network Analyst.Budget planning and execution for the 2003 Jacksonville Network Analyst group.Continued responsibilities of Network Analyst.

Assisted 1st and 2nd level technicians with resolving customers problems. Also started the Member Retention program company wide, this program empowered certian technicians with some of the abilities of a Billing agent. Therby a universal agent would answer a cancellation call in the hopes of being able to rectify the members technical issue and retain the customer.

Installed, maintained, and supported all weapons systems on the following aircraft:F16, A10, F15