Strategically planned and executed IT infrastructure and operations after a company spinoff. Delivered service desk, end-user computing, networking, servers/storage, datacenter, and O365 support for 3.5k employees in North America and Asia.• Forged and strengthened relationships with managed service providers. Finalized and tracked SLAs, measured performance, and systematically increased the service desk resolution rate by 40% within six months, leading to improved productivity. • Strengthened security posture through the effective implementation of security controls.• Incrementally improved Microsoft Teams' adoption rate after introducing a standard Teams site creation process to improve collaboration in an increasingly complex remote work environment. • Automated workflows and approval processes with the usage of Microsoft Forms, SharePoint, and Power Automate. Improved employee onboarding and contract approvals. • Deployed SharePoint training, leveraged Power BI reporting, and campaigned with corporate communications to drive increased O365 usage.• Standardized the O365 licensing model and developed license chargeback processes with the finance team. • Transitioned manual software distribution in a Hybrid Azure AD environment to leverage Microsoft Intune. Decreased the average time to image workstations by 40% and lowered MTTR for hardware/software problems.• Delivered technical support for 400+ local and remote employees including networking, Windows server, hardware, OS, applications, Microsoft O365, and peripherals. Improved resolution rates through incident management and ownership.• Implemented approval, requisition, and asset management processes for all IT hardware, software, and peripherals. Decreased standard laptop costs by 10% and provided efficient software utilization. Industries:Event ServicesFood & BeveragesFacilities Services

Collaboratively led IT infrastructure, service desk, end-user computing, networking, servers, storage, datacenter, O365, and Azure services that supported 3k+ employees during a time of acquisition and transformation. Partnered with internal IT teams, service providers, and acquisition targets in the planning and execution of tasks.• Instituted cloud and local cache storage that improved client project delivery through increased delivery center collaboration. Reduced technology expense and enhanced business continuity and disaster recovery. • Re-focused the business portfolio and restored profitability after divesting 75% of the company. Coordinated the implementation of multiple IT transition and migration services.• Reduced redundant WAN circuits and re-structured service contracts that aligned with a more focused engineering organization. Lowered IT costs by $10k monthly and simultaneously streamlined operational efficiency.• Successfully upgraded four VMware vCenters and 53 host servers from vSphere 5.1 to 6.5 in support of security requirements. Delivered the project on-time, within budget, and with zero production impact.• Re-organized and outsourced Service Desk, Infrastructure, and Application IT service delivery. Analyzed RFP responses, measured IT services TCO, and transitioned services to align with a more compact, nimbler company.Industries:Architecture & PlanningAviation & AerospaceOil & EnergyStaffing & Recruiting

Partnered with leadership teams in the design and implementation of an IT service delivery strategy. Provided oversight and management for network, server, storage, and datacenter, service desk, and end-user computing operations. I had an extensive focus on large, complex projects that re-imagined essential functions by outsourcing and consolidating for increased service levels and reduced cost.• Select an AT&T hosting solution, implemented Cisco LAN\WAN Data Center network topology, and negotiated discounted WAN costs.• Seamlessly transitioned the Data Center to AT&T's hosting solution. Executed the change with all systems operational within 48 hours and zero unplanned outages.• Consolidated field IT support teams and eliminated redundant positions, which increased the consistency of IT operational delivery processes. Improved ticket response times by 20% and boosted customer satisfaction by 33%.• Guided the outsourcing of NOC services through RFP selection, SLA negotiation, and MSP implementation. Expanded the Network and Datacenter Operations to 24/7 availability, which improved system/network uptime.• Drove the upgrade of the production SAN to eliminate EOSL and redundant storage. Continuously searched for ways to enhance efficiency and productivity through the use of the latest technologies. • Partnered with the Director of IT Security to strategically plan and execute new initiatives that enhanced CDI's security posture. • Prepared Citrix XenApp for the deployment of Deltek and Microsoft ERP systems. Authored robust support processes and coordinated the complex installation of the applications and integrations.

Directly oversaw and supported 4k+ employees at 100+ global locations. Expanded operations, championed continuous improvement initiatives, and delivered outstanding stakeholder/customer service across the board.• Spearheaded virtual technology (VMware) initiatives and adoption in a multi-tier deployment environment. Shifted and transformed hardware stacks, which reduced build errors and saved 70% on overhead costs.• Eliminated tape backups after installing a disk-based data backup and offsite replication system. Constructed an all new business continuity/disaster recovery process that decreased data restoration time by 80%.• Maximized the company's investments in virtual and disk backup technologies. Streamlined the recovery process for key business systems and improved the disaster recovery plan RTO to 48-hours and RPO to 24-hours.• Deployed Microsoft SCOM that enhanced the monitoring and efficiency of escalated issues. Minimized the impact of incidents to Active Directory, critical systems, and applications. Slashed MTTR by 20% overall.• Standardized web content release management, installed new operational support processes, and transitioned recruiting websites to on premise web hosting infrastructure.

Initially, I was hired as Manager of Network Operations Center (2001-2005) where I formed the Network Operations Center that consolidated multiple autonomous business units into a centralized operational platform. When I was promoted (2005-2006), I added responsibility for continuous operational monitoring and support of all enterprise-wide IT systems and data center operations as well as US and UK data center disaster recovery plans. A large part of my job was collaborating with IT Directors from the various business units to assess IT operational capabilities, develop system monitoring requirements, establish roles and responsibilities, and implement monitoring and reporting tools. Additionally, I led deployment of servers, SAN, Citrix, and web hosting environments, implemented a monitoring plan to support business needs, and supervised a 4-person team.

I was recruited by the founders to this internet collaboration and content management startup company to design and implement network and support services. The role covered a broad range of functions from designing cubicles and pulling network wiring to building teams and processes to configuring router, firewall, and VPN access. I implemented the LAN and web hosting infrastructure consisting of Windows servers, SQL servers, and email systems, backup and recovery, and network protocols such as TCP/IP, WINS, DHCP, and DNS.Industry:Internet

This role covered strategic planning as well as daily operations of the Computer Operations and Help Desk Teams. I implemented the enterprise-wide help desk and provided technical support while rolling out new testing delivery system.Industry:Higher Education