Heath Keller Email and Phone Number

Created a culture of high expectations by offering the utmost level of professionalism and leading by example. Helm efforts to streamline and enhance Cloud operations with an aim to support the brand in delivering an exceptional and consistent end-user experience that differentiates the brand in the marketplace. Provide strategic leadership and direction to the US Cloud Application Management Specialist team; ensure business-IT alignment for dotted line management of the India-based development and support team. Demonstrate expertise streamlining ticket management, escalations, service contract and interruption diffusions and negotiations, service desk configurations, and incident management. Uphold and represent Cloud team in internal and external discussions while liaising with Networking, Support, Application Development, Cloud Engineering, Security, and Computing teams. Deliver ongoing executive-level summaries of daily tickets, monthly operations, and availability reporting.Achievements: Successfully managed complex and challenging projects with global implementation schedules, aggressive timelines, and rapidly evolving requirements. Supervised post-acquisition data migration and building a Cloud SaaS support team to manage two products – oversaw support and customer service, upgrades, patches, decommissioning, and documentation. Respected for continually evaluating policies and procedures and simplifying processes to drive profitability and employee efficiency while reducing costs.

Served as a proactive leader who can rapidly identify IT process gaps, formulate strategic plans, initiate change, and implement new processes in challenging environments across the US and Canada. Helmed technical responsibility for Networking, Storage, Servers, Backups, Applications, and Operating Systems. Acquired, led, motivated, and developed teams to deliver beyond expectations in terms of service, quality, efficiency. Responsible for maintaining system network, including firewalls, VPNs, DNS, and internal switching; established and ran servers and virtual machines by physically deploying and configuring upgrades. Supported application and operating system changes, upgrades, installs, patches, deployments, and integrations. Led procurement activities, including scoping, negotiations, and purchasing for hardware and software. Expertly designed, implemented, and maintained backups, including programming Sync to DR functions.Achievements: Effectively improved existing policies, procedures, and processes to maximize and sustain long-term efficiency. Revered for successfully leading teams to resolve complex problems in fast-moving environments and embracing continuous improvement in delivering long-term positive outcomes. Engaged effectively with multiple stakeholders, winning trust on transparency, fostering confidence at all levels to enhance mutual business focus and achieve shared goals.