Responsible for managing all operational teams including Network Operations Center (NOC), Service Desk, project engineers and network administrators. Management of all client projects executed via project team. Member of leadership team responsible for budgeting and developing strategies to grow the business. Participated as a technical resource when required for the most complex incidents. Some of my accomplishments at Spade include:• Instituted operational improvements to raise customer satisfaction scores from low 70s to a consistent mid-90’s within one year of joining Spade.• Reorganized operational teams to greatly improve culture and operational efficiencies.• Successfully managed projects for over fifty SMB clients ensuring projects were executed on time and within the timeframes allocated.• Removed ‘silos’ between teams to facilitate technical teams working as a cohesive unit and a common goal.• Implemented a formal Service Improvement Process (SIP) that successfully improved relationships with clients in danger of terminating services.• Introduced ITIL framework and ITIL Continuous Service Improvement (CSI) concepts and methodologies to improve change/incident/problem management processes across all service offerings.• Collaborated with other managers and technical resources to develop a comprehensive security compliance program for our clients (NIST, CIS Controls, DFARS, etc.).• Deployed numerous automations to increase efficiencies, reduce errors and standardize processes and procedures.• Due to long technical background and problem isolation skills, participated ‘in the trenches’ when required to resolve the most complex client issues in a timely manner.• Responsible for client communication, collaboration and resolution of the most severe client escalations.

• Founded, supervised and participated on a ‘Rapid Response Team’ (RRT), a diverse, cross-functional, world-wide team comprised of onshore and offshore L4 level engineers across a wide variety of popular technologies. Managed all aspects of the teams’ hiring, budgeting, utilization and contributions to the practice. Successes of this team include the following:o Achieved reduction in mean time to repair (MTR) of 30% for priority 1 incidents.o Decreased the number of priority 1 incidents by 25% in the first 18 months of existence. This was accomplished by ensuring proper Root Cause Analysis (RCA) was performed and that the appropriate corrective actions were implemented to permanently resolve the incident. o Reduced costly, time-consuming vendor escalations for major incidents from an estimated 20% down to 5%.o Successfully executed technology assessments on customer estates using ITIL CSI methodologies. These assessments resulted in the gathering of baseline key performance indicators (KPIs) that were used in later assessments to validate the success of the improvements implemented between assessments.o Instituted an in-depth monthly review of Microsoft patches credited with avoiding customer outages due to providing timely notifications on faulty patch releases. This well received review was initiated in January 2015 and is currently distributed to over 800 internal and external customers.• Participated as a senior member of a customer satisfaction ‘SWAT’ team that successfully increased customer satisfaction (CSAT) scores by 15% (80% to 95%).• Led team on ITIL-based change management efforts to implement ‘Zero Operational Error Framework (ZOEF)’. This formalized change management initiative led to a significant reduction in costly failed changes internally and on customer estates.

• Headed team of automation engineers on a formal project to reduce full time engineering (FTE) requirements across all technology towers. FTE requirements were reduced by 20%, 5% more than mandated by senior management. • Managed and participated as a member of a world-wide team of Microsoft L3 support engineers.• Led efforts in developing best practices for Windows server ‘hardening’ (security) for SOC2 and other compliancy audits.• Executed the migration of the critical Global Shared Services Center (GSSC) Active Directory and Exchange environments to supported Windows Server and Exchange Server versions.

• Designed and deployed Windows Server, Active Directory, Exchange, SQL and other Microsoft solutions for professional services customers (onsite engagements).• Deployed backup and anti-virus solutions from various vendors.• Escalation resource for all Microsoft operating systems and applications including Exchange, SQL, ISA server, SharePoint, MOM/SCOM.

• Designed and deployed Windows Server, Active Directory, Exchange, SQL and other Microsoft solutions for professional services customers (onsite engagements).• Developed custom scripts for customers to facilitate migrations, upgrades, reporting and other activities.• Deployed to customer sites to address major outages.

• Developed and managed the Y2K upgrade project for all 165 NT 4.0 branch servers in the field agencies.• Authored custom scripts to automate many of the upgrade processes to meet Y2K compliancy.• Completed project six weeks ahead of schedule and significantly under budget.

Worked for ADI for 10+ years. Initially hired to handle all IBM mainframe operating system internals issues. Functions I performed during my time working on the mainframes included:• Executed all operating system maintenance and system software upgrades.• Troubleshooting any issues related to the operating systems and related OS-level applications.• Business Continuity Planning (BCP) - As part of this responsibility I innovated the ‘1-Pack rescue system’ process. This methodology significantly simplified and reduced the complexity of BCP and also resulted in greatly reduced recovery times.• Developed numerous utilities to optimize operations including an assembler language program that replaced a heavily used existing utility to transfer files between disparate systems. My proprietary version of the file transfer utility resulted in transfer speeds 100X faster than the previous tool written in COBOL.After my time working on mainframes I managed the company’s first desktop services group. Due to the success of this group I was selected to lead the formation of the first Microsoft server team. Responsibilities and accomplishments during this time included:• Responsible for the initial deployment of desktop PCs in the estate. The PCs were deployed by having the team go out with a large quantity of floppy disks and install the TCP/IP stack, terminal emulators, anti-virus software and more. This process was labor-intensive, complex and error-prone. I recognized this and wrote a Visual BASIC application that addressed all of these issues. Due to the success of this home-grown application it was eventually deployed world-wide.• Led the server team in designing the company’s first implementation of Microsoft NT Server.• Designed the initial deployment of Software Update Services (SUS).• Participated as a lead in the deployment of Microsoft Mail, the precursor to Microsoft Exchange.• Participated as a lead in the first Microsoft Exchange deployment.

Authored assembler language life insurance applications. Later joined the IBM mainframe systems team where I authored a number of utilities to enhance our operations. Also responsible for all DASD (storage) and printer subsystems.