Kenneth Smith Email & Phone Number

Aurora, Colorado, Us

Aurora, Colorado, Us

Greenwood Village, Colorado, Us

Oversee and direct the seamless transition from a staffing and call center operation to a highly profitable managed IT services provider. Provide strong leadership to four teams, totaling 40 staff, building a high-performing infrastructure. Manage all aspects of business operations, encompassing financial planning, product development, strategy and vision, and operational controls and processes.* Managed the successful transformation and transition from an underperforming operation with negative profit margins to positive margins by providing strong operational, technical, and fiscal governance leadership and establishing an infrastructure to achieve short- and long-term strategic goals. * Captured $5+ million in gross annual recurring revenue by identifying and defining strategic IT solutions and leading product development for SMB and enterprise clients across a variety of public agencies, private sectors, and global corporations.* Facilitated growth through the design and deployment of an integrated financial budget and operational processes, including a just-in-time forecasting and hiring procedures to maximize service delivery while mitigating costs and attaining revenue and margin goals.* Realized a 30% year-over-year improvement in service delivery, transitioning most clients to the very satisfied levels with 90+% of customers very likely to recommend our services by implementing a scalable service delivery management function and enabling the shift of the PMO from a cost to a profit center.* Championed the development of an innovative, proprietary, enterprise-class Web RTC contact center platform featured by Cisco at Enterprise Connect in 2016.* Established and built a 23-member, global, 24x7x365 service desk, incorporating a decision tree process and leveraging a propriety call center platform to provide consistent tier 1 and 2 support to government and corporate clients to ensure needs were met.

Aurora, Co, Us

Served in roles of increasing leadership responsibilities, beginning tenure as a database administration and receiving promotions to application services manager, and finally director charged with supporting all program and office and business applications for one of Colorado's premier healthcare organizations.* Developed and administered the $2 million capital and $4 million operating budgets for the program office and business applications divisions.* Drove process and performance improvement by implementing ITIL processes across change, service, and release management; designed a software development life cycle (SDLC) to serve as a foundation for annual IT audits across critical business applications.* Established an eight-member enterprise architecture group and associated standards and processes, created seven levels of system availability and disaster recovery and the associated architecture and configuration to meet RPO and RTO targets, providing a common platform to engage stakeholders, facilitating budget and risk decision-making.* Supported strategic decision-making through the build of a 10-member governance group and the implementation of an enterprise dashboard leveraged by the finance team and enabling transparency into key performance indicators (KPIs).* Oversaw the relocation of the data center and associated personnel to a new facility, encompassing 600+ servers and hardware with almost 200 applications, maintaining maximum up-time.* Managed and administered production databases used by enterprise-class applications on AIX, Solaris, and Windows Server platforms.* Designed and deployed high availability and disaster recover (DR) solutions, leveraging existing and emerging technologies and best practices, including clusters, replication, and failover configurations.

● Led a team of developers, Database Administrators, and consultants that ranged from 8 to 20 people in order to implement best practices with coding methodologies, ERP management and code promotion processes. ● Developed and implemented IT audit/Change Management processes.● Managed projects and project teams to deliver software solutions in support of business initiatives.

● Directed the activities of 2 departments including the List Services group and the Denver IT team setting the technical direction for the department to meet client needs and marketplace changes. ● Planned and managed the annual budget for the local IT operations. ● Opened and managed a remote IT office in California in order to deliver a new product to market.

Education record

Object Oriented Programming And Database Technologies