Joe Rigby Email and Phone Number

SIGNIFICANT ACCOMPLISHMENTS: Salvaged client relationship and improved organization performance by providing IT infrastructure, application and service desk support resulting in $150M contract extension. US Senate Identified process failures and drove course corrections, leveraging best practices and establishing standard processes, to improve service level performance 24% across the enterprise. US Senate Redesigned application architecture to facilitate the migration to new technologies, including hiring and onboarding of new staff and training existing staff, leading to business applications availability of 99.9%. MCICORE COMPETENCIESLeadership skills, Leadership Experience, Virtual Leadership, Management Skills, Management Experience, Accountability, Solution Development, Mentoring, Managing, Collaboration, Continuous Improvement, Process Improvement, Strategic Planning, Analytical Skills, Organizational Skills, Communication Skills, Budget Development, Budget Management, Personnel Management, Project Management, Change Management, Contract Management, Contract Compliance, Problem Management, Risk Management, Attention to Detail, Business Requirements Analysis, IT Systems Development Management, Systems Analysis, Systems Engineering, Vendor Relationship Management, Supplier Management, Implementations, Team Building, Client Services, Presentations, Status Reports, Staff Development, Performance Evaluations, Problem Solving, Technical Skills, Outsourcing and Digital Transformation.

• Hired to standardize processes and procedures for cloud hosting services opportunity solution design to ensure consistency efficiency and cost savings.• Worked with a cross-functional team to design and deliver custom cloud services solutions for large business customers.• Recommended business process improvement to include standardized processes and procedures, statements of work and service levels to improve time to deliver solutions proposals to clients.• Role changed from solutions development and process improvement to non-standard contract statement of work development.• Created standardized process and procedure manual for developing non-standard cloud services statements of work in support of new client engagement opportunities.

• Led a team of offshore Solutions Managers that developed Oracle product suite business solutions (including data center hosting services, cloud solutions and cloud migration) under tight deadlines. • As a senior member of the solution/architecture team, responsible for complex application based pre-sales solutions involving the full customer lifecycle from transition to run and maintain services.• Successfully developed and closed $20M Service Master Contract. • Developed solutions and upsold services for existing clients.• Reduced small to mid-level business solutions development costs by utilizing offshore resources, and standardizing processes and statements of work, improving productivity while utilizing fewer resources.• Shortened standard solutions development interval from 2 weeks to 48 hours and customized solutions development interval from 4 weeks to 2 weeks greatly improving sales response time and revenue.• Delivered proposal presentations to clients during contract negotiation to demonstrate Oracle solutions viability.

• Engaged to defend contract, improve organization performance and client relationship while providing program management leadership to several cross-functional teams of technical client service operations professionals in a highly visible, fast-paced environment.• Diagnosed process failures through technical performance analysis and drove course corrections through business process improvements for daily operations. Improved resolution time for technical issues resulting in 3-year, $150M contract extension.• Salvaged client relationship through improved communications by establishing weekly status reports and monthly service reviews.• Developed strategic direction to solving problems and improve MTTR SLA performance from 75% to 99%.• Established Key Performance Indicators (KPIs) for service delivery to monitor deliverables and ensure continuous improvement. • Determined technical requirements and managed Information Technology infrastructure projects throughout the lifecycle and formed back up and disaster recovery procedures to achieve systems security and service continuity.• Established standard systems design, implementation, identity management, rollout and test plans to ensure seamless integration and implementation of Senate architectures.• Utilized state of the art tools and methods for mass distribution of software images and upgrades, application integration, information security and network infrastructure reconfiguration.• Responsible for sourcing and negotiating with third party vendor partners for staff augmentation, scheduling and software maintenance agreements; confirming milestone achievement to assure accurate billing.• Leveraged vendor relationships and developed vendor management Key Performance Indicators and performance metrics that aligned with the operational goal of organization.

• Hired to integrate cross-functional IT technical support organizations that were operating independently due to multiple company acquisitions.• Leveraged best practices and standardized processes to ensure consistent and improved incident management service level performance for internal stakeholders by 15%.• Formed annual goals and objectives, implemented cost controls, created business cases, and managed capital and expense annual budget totaling $25M.• Established standard WAN and LAN design, end-to-end application systems support services and disaster recovery policies to ensure business continuity.• Redesigned application technical architecture leading to business applications stability of 99.9%.• Accountable for operations management, project coordination, network administration, and systems design and development of networking technologies for network management, finance and client service organizations. Utilized iterative (Agile) and Waterfall development methodologies to ensure on time and on budget project deliveries.• Strategic thinker that developed project plan and IT strategy for “proof of concept” automation prototyping projects to determine if emerging technologies and industry trends would positively impact and integrate with the existing IT program.• Proven track record for assessing project health and reigning in at risk software development projects. Gained efficiencies while delivering productive and cost effective IT solutions on time in a highly collaborative environment.• Effectively managed staff including recruiting, hiring, counseling, collaborating, coaching, leadership development, and motivating employees.