Ian Kennedy Email and Phone Number

Successfully led the IT and Support teams during a time of hyper-growth from 800 to over 7,500 employees across 35 global offices.Scaled IT Operations - Grew the IT and Support teams from 4 to 35 members in 9 countries to meet hyper-growth demands.Enhanced Customer Satisfaction - Implemented a 24x7 customer-obsessed support function, significantly increasing Net Promoter Score (NPS) from 32 to 72.Expanded IT Capabilities - Expanded the IT team's functions to include System Administration, Endpoint, Events, Learning & Enablement, and Procurement.Managed Multi-Million Dollar Budget - Effectively managed a multi-million dollar budget for hardware and SaaS portfolios.Optimized SaaS Licensing - Consolidated SaaS licenses across 300 applications, reducing unnecessary expenditures and optimizing resource allocation.Streamlined Hardware Procurement and Logistics - Optimized hardware procurement and outsourced logistics processes, resulting in 20% cost savings and improved efficiency.Implemented ITSM Solutions - Successfully implemented FreshService ITSM to manage increased ticket volume and expanded the footprint for 12 additional team queues.Expanded Self-Service - Established self-service ticket deflection using Moveworks, automating user application requests and deflecting over 1,000 tickets per month.Unified Conferencing Systems - Spearheaded the transition to Zoom as the unified conferencing system and managed upgrades and buildouts for 300+ global conferencing spaces.Site Builds - Established desk and AV standards for the unification of experiences across all global sites. Partnered with the facilities team to successfully establish 15 new offices and expand 20 offices globally.

Budgeting - 20% total reduction in phone, internet, and data circuits costs, 15% reduction in printing costsBusiness Continuity planning - DR site established - Failover for production servers and phone systemPolicy and Procedural enhancement - 15% reduction in Helpdesk tickets through staff and user training Security implementations - PAN IPS/IDS, FortiGate Firewalls, OpenDNS (Umbrella), Bitdefender, Okta MFA, AirWatch MDM, Proofpoint, Endpoint Encryption

As IT Infrastructure Manager I was responsible for:- growing and managing the IT team for the region - growth from 2 people to 9 in 3 years- designed and implemented large infrastructure projects to support Intercall growing from an SMB to a large business in the region, tied into an even larger business in the US- consolidation of existing older server hardware into VM Ware clusters- migrating user hardware from XP to Windows 7- managing IT Budgets for APAC for all server, network and user infrastructure

- Design, implementation and maintenance of core infrastructure, system and support structures- Disaster recovery planning and implementation- Creating and updating system procedural documentation- Managing all client and vendor relationships for IT- Managing infrastructure for hosted webfarm