• Manage solution architecture for a globally diverse, 50-member cross-functional IT service management team, with a $10M annual operating budget, for both Xerox private and Azure public cloud applications and infrastructure• Deliver value to Xerox business by following the ITIL best practice framework, providing a common language and tools to enable effective collaboration between IT teams• Accountable for all facets of the ESS Azure cloud group, oversight and direct input on architecture decisions, budgets, implementation and deployment plans, and production operations• Leverage Azure DevOps build and release pipelines to automate application delivery and deployment, for mission critical workplace app platform• Provide a highly performant and stable build/unit test environment for development teams with co-located virtual desktops and a self-service cloud that employs autonomic performance scaling and workload placement• Supervise and collaborate with service design team to onboard new services, and significant changes to existing services and infrastructure• Plan, schedule and evaluate promotion and validation of releases and significant changes in non-production environments, to minimize risk in the production environment• Coordinate and oversee vendor assessment and evaluation to prepare for technology refresh of infrastructure components and software purchases• Manage asset inventory and provide service strategy team with lease and renewal forecasts to appropriately plan purchase costs and timelines• Maintain an effective and relevant wiki to gather, analyze, store, and share knowledge and information within the organization

Sr. Systems Engineer• Install, configure, and troubleshoot applications in all environments as well as assist other members of the application team• Maintain and automate application deployment plans • Deploy and maintain virtual servers using vCenter and vRealize Operations Manager• Collaborate with cloud architect on designs and support of production Azure solutions; participate in Azure Advisors group• Provide subject matter expertise on application function, inter-dependency, and integrations Assistant Operations Manager• Prioritize work queue and evaluate risk of proposed changes• Provide approval authority for production change requests, and pre-approved normal changes• Design, implement, and maintain team workflows and processes as well as document and communicate changes• Point of contact for escalations both internal and external to the Engineering Services & Support group• Build strong relationships between operations and development groups through trust, transparency and effective communications• Design, implement, and maintain Operational KPI reports

• Provide subject matter expertise, and escalation support for team members and 4th level support manager• Manage critical field issues and lead critical situation reviews with development and operations groups• Design, implement, and maintain team process and request management workflows• Develop and maintain custom KPI dashboard and reporting solution• Build and maintain relationships with value chain partners within the organization as well as service delivery teams• Accountable for regular reviews with product owners and management to provide prioritization and status of field issues

• Worldwide 4th level support of Global Document Outsourcing software platform, providing a quality experience for service delivery teams• Triage service delivery issues to quickly and effectively route escalations between operations and development groups• Manage work queue and provide updated status to both users and management• Reproduce user issues to provide accurate and detailed analysis for upstream groups• Document user workflows and provide education to service delivery teams on proper feature usage

• Worldwide 4th level support of Global Document Outsourcing software platform, providing a quality experience for service delivery teams• Triage service delivery issues to quickly and effectivley route escalations between operations and development groups• Manage my ticket queue and provide updated status to both users and management• Reproduce user issues to provide accurate and detailed analysis for upstream groups• Document user workflows and provide education to service delivery teams on proper feature usage

• Set up and maintain/troubleshoot a Windows Server 2003 domain with 50 Windows XP Professional workstations.• Install hardware and software as needed.• Assess system upgrades and keep directors up to date of new technologies and releases. • Design and implement VBA applications to streamline daily MS Office procedures.• Update corporate website as needed.• Manipulate, understand, and teach Microsoft Office, Visual Studio .NET, Visio, FrontPage, and Project; Adobe Photoshop, Illustrator, PageMaker, and Acrobat; Macromedia Flash and Dreamweaver; Corel DRAW, and QuickBooks.• Create and upgrade course ware for Microsoft Office XP, and 2003 suites.• Teach Network+, A+, MCAD.NET, and MCSE certification preparation, and coach students preparing for CompTIA and MCP exams.