• Responsible for Tier 3 Engineering organization focused on Capacity Management, Problem Management, complex operational activities, and escalation point for Tier 1/Tier 2 Operations with 24x7x365 responsibility.• Implemented Capacity Management program which included data analysis and resulting observations and recommendations targeted to predict and prevent operational failures.• Established bi-weekly Problem Management report distributed globally to represent current reoccurring Problems under investigation along with status and ultimately resolution or work-around strategies to minimize impact or address and resolve root cause.• Managed assignments of complex reoccurring operational tasks for Tier 3 engineers to ensure accurate and on-time completion.

• Led organization responsible for Application Hosting experience for MICROS customers who utilized Hosting Operations services, maintaining PCI-compliancy.• Built and ran a multi-level organization responsible for application hosting (SaaS), infrastructure hosting (IaaS), and Platform as a Service (PaaS) offerings, inclusive of database implementation and support, network/infrastructure implementation, upgrades and support across multiple data centers utilizing multiple shifts and a Network Operations Center for 24x7x365 availability.• Responsible for multi-million dollar budget, contract analysis, and tools consolidation to ensure long term strategy and overall spend analysis.• Oversaw data center consolidation and expansion, introducing geographical separation between primary and disaster recovery data center locations.• Converted organization from 8x5 on-call structure to 7x24 Network Operations Center with centralized monitoring capabilities.• Responsible for vendor selection, contract negotiations/renegotiations, contract consolidation, and establishing vendor relationships for optimal business relationships.• Introduced change management systems and controls (via ITILv3), including change management calendar functionality for organizational visibility, and Change Review Board for change evaluation, scheduling and execution.• Established Incident Review Board and Incident Management for issue investigation and process improvement.• Organized Project Management Organization (PMO) for centralized project management, program management, and centralized view of milestones, dependencies, and collision avoidance resource management.• Responsible for data center site selection, negotiation, contract finalization, and built-out as the new DR colocation facility.• Served as escalation point for operational issues, coordinating emergency and scheduled bridges as required to address events impacting production operations for customer community.

• Lead organization responsible for Electronic Health Record (EHR) computer software and hardware architecture supporting over 150 physicians at 35 locations in the Baltimore/Washington area. • Scope of responsibility ranged from desktop support for individual physicians or their office personnel to vendor selection of mission critical applications affecting entire user community.• Defined and established quarterly and annual objectives for direct reports and overall organization.• Identified and remediated system deficiencies with current infrastructure, eliminating system outages and performance impacts, resulting in significantly increased uptime and improved patient care.• Implemented escalation procedures for unplanned outage events targeted at minimizing downtime and user impact.• Introduced Key Performance Indicators (KPIs) to measure overall current performance and establish targets for continual improvement.• Established weekly and monthly status mechanism to ensure direct report and organizational focus stayed on quarterly and annual objectives, and deviations were justified and appropriate.• Direct and indirect responsibility for functional analysts, system administrators, database administrators, project managers and call center technicians.• Defined release schedule for multiple software packages based on vendor-supplied code releases and break/fix bug fixes, establishing proper protocol for code migration from Development to Production to ensure minimal negative or unexpected behavior when released to general population.• Addressed all outstanding vendor invoicing issues and planning contract renegotiation to establish coterminous contract terms to better define operational budget requirements.• Introduced staffing model based on system requirements so actual support costs could be captured.• Presented crisis management status reports and strategic overview to C-level management.

• Direct project managers and customer support organizations for US-based 7x24x365 operations. Organizational responsibilities include multi-tiered, geographically dispersed organization.• Updated and implemented improvements in organizations’ business continuity plan and develop / maintain disaster recovery procedures.• Enhanced existing procedures and introduce new strategies and tools to shorten delivery time, produce better tracking metrics (KPIs) and standardize work flows to improve operational efficiencies and customer experience.• Coordinated and conducted meetings with key customer stakeholders up to and including C-Level employees, to convey project or implementation statuses, properly set delivery expectations, build customer relationship and establish escalation framework.• Interfaced with software and hardware vendors to ensure appropriate level of support is received and escalations are handled appropriately.• Managed P&L for customer base to properly allocate resources while still maintaining profitable margins on contracts.• Challenged managers and individual contributors to expand knowledge and scope of responsibility for career growth and progression, recognizing key performers and contributors.• Established hiring and interviewing guidelines and conduct interviews to identify qualified candidates to join organization.• Supported external and internal customer base which included Fortune 500 customers’ web hosting infrastructure inclusive of networking, web, email, application and database components.• Ensured customer issues are being managed appropriately, and review customer histories to ensure tickets are being managed appropriately.• Responsible for the overall customer experience during the implementation and support phases for both internal and external customers.• Responsible for $7.5M+ in monthly reoccurring revenue supporting over 3000 customer servers and network devices.

• Managed ISO 9001:2000 registered professional services and consulting organization consisting of technical engineers, project managers, and technical writers.• Developed and implemented organizational roadmap which included staffing, training, and budgetary needs.• Prepared statement of capabilities for organization. Distributed and presented to client facing organizations to increase sales opportunities and service offerings awareness.• Performed complete profit / loss analysis for each of the professional services offerings in order to increase focus or discontinue offerings as appropriate.• Worked with Product Management to re-price services to adjust for annual cost variances attributed to labor rate changes, software licensing impacts, and integration of off-shore resources.• Established quarterly financial targets for organization and produced monthly status report card.• Managed the delivery services to customers including the following: Application, server-based, and network-based vulnerability assessments; Akamai services; Application Performance Testing; Release Management; Managed Microsoft Exchange; Optimization and Migration services; Professional Services engagements.• Generated $200,000 in new revenue in two quarters through service line expansion and increasing corporate awareness of organization’s capabilities.