High energy, results oriented Operations leader who can see the big picture and couple it with leading teams using a continuous service level improvement model in a large organization.Exceptional ability to mature multiple technology teams to exceed business objectives, minimize risk, deliver within financial objectives and consistently increase operational capabilities. Proven track record of applying a dedicated, motivating and positively oriented style at all times. Strong analytical skills to problem-solve in a fast paced technical environment.By renegotiating support contracts, empowering and developing staff, implementing root cause analysis to minimize repeat major incidents, eliminating manual processes and utilizing existing tools to the fullest we can reduce the budget. I can “hit the streets running” and have a passion to modify or eliminate items that cause an interruption to the business. Proactive versus reactive alerting, trend detection, eliminating false alerts, replacing risky IT processes, concise metrics, documented SOPs, manual process elimination, Incident Management, customer service and working “smarter” versus “harder” will be a standard. My analytical ability lends well to collect baseline key performance indicators on ALL processes and ALL infrastructure\application monitoring. By providing recurring automated reports and dashboards with concise metrics, my teams demonstrate an efficient continuous decrease in production incidents, reactive alerting and monitoring gaps. On and offshore work is consistently measured and shifted appropriately to the correct technical level to optimize technical talent usage. Manual effort is considered a last resort by my teams and they are empowered to attack manual processes using automation, orchestration and review. Staff members are mentored to manage their careers by stretching their technical and professional abilities coupled with training and performance objectives.
Listed skills include Customer Service, Operations Management, Vendor Management, Management, and 32 others.