Lance Westcott Email & Phone Number

Westlake, Texas, Us

I am responsible for operationalizing an extremely complex environment that encompasses hundreds of customer-facing products. These products are run in every region of the world on tens of thousands of systems, both on-premises and in the cloud.At present, I am leading the System Engineering, Network Operations Center, and Site Reliability Engineering (SRE) teams. By fostering synergies between these groups, we have gained visibility into this far-reaching enterprise. This has allowed us to create order out of chaos and establish visibility where none previously existed.

Dallas, Texas, Us

Leading a talented team of IT specialists as we build world class infrastructure and operations for a fast growing SaaS provider in the health care space

Cambridge, Ontario, Ca

Leading IT, Dev/Ops and Cyber SecurityProviding oversight and leadership for Cloud and Hosting technology infrastructure servicesincluding networking, security, virtualization, physical servers, storage and backup andmonitoring services.Managing the overall cost structure and operational plan across all cloud and managed servicesofferings to ensure profitably and reliably.Setting vision and roadmaps for IT, DevOps and Security OpsEnsure SOC II compliance is met on an ongoing basisManage vendor relationshipsWork with Sales and Business Development on RFP and Customer Engagements

Cambridge, Ontario, Ca

Responsible for running the IT Operations for quickly growing Real Estate technology company.Recent Accomplishments:Implemented an ITIL operations model, improving organizational efficiency and responsiveness Seamlessly consolidated two colo datacenters into new strategic coloCreated automated 24x7 monitoring plan, greatly reducing TTREstablish operation KPI, metrics and SLAsCompleted migration to cloud based VOIP systemCurrently:Migrating to Office 365Consolidating major colo to new strategic locationMigrating strategic applications to AWSCreating AWS operational model to control cost and cloud sprawlCreating IT BootCamp that will enable onboarding of new staff more efficiently

New York, Ny, Us

• Led global team of 5 ITIL certified Service Managers• Acted as liaison to senior leadership within IT, application development, and the business, to ensure appropriate resources were assigned for solution efforts• Led 100s of cross-functional teams to find and resolve complex multi-tech problems by compelling teams to work collaboratively even when the root cause was not clearly within their domain of influence• Drove solutions to major problems involving infrastructure, hardware, and software: Riverbed, McAfee (AV and HIPS), VDI, Citrix, NetApp, VM performance, Exchange, WAN performance, Lync rollouts, among others• Reduced by 30%, quarter over quarter, the number of repeat Severity 1 issues, by compelling operations teams to focus on any item that repeated even onceExample: Avoided 60 and potentially 100s of Sev1s by identifying a bad security patch and insisting ops team roll back the patch. The patch was scheduled to deploy on 1000s of systems within the next week• Developed reports and metrics showing relationship between age of equipment and Sev1 outages, allowing the business to better plan for refreshing equipment• Changed reporting methods to focus on ticket ratios versus raw numbers to find true areas for improvement. Previously only high-volume ticket items would get focus, but real problems were with items generating high volumes of contacts per user

New York, Ny, Us

Promoted during a reorganization of the global infrastructure operations division to lead the Americas(US, Canada, and Latin America) Windows support organization. Combined 6 siloed support teams into a single operating unit and added off-shore support. We were able to save 2 FTEs while at the same time improving productivity. Retained 100% of desired staff by developing a follow the sun support model, limiting the need to utilized on-call staff. • Charged with daily operations of over 4,500 infrastructure systems in region and another 3,500 globally• Led three international teams of 25+ FTE and contractors, responsible for executing solution designs, provisioning, incidents, and changes• Architected design to reduce physical footprint in remote offices from 4-12 physical servers to 1 server via a virtualization project using Hyper-V• Successfully designed and planned migration projects accomplishing dozens of consolidation projects, moving equipment physically and virtually (P2V, V2V) into strategic data centers• Improved speed of deployment of physical systems by standardizing on fully scripted deployment methods. Builds went from days to hours, at the same time reducing the team size from 5 to 2 build techs• Reduced virtual deployments to minutes from hours• Improved efficiency by 75% for handling incidents and changes, by restructuring the team into rotating specialty functions. Also, improved staff morale by adding variety and learning opportunities This model was copied by other operating units globally• Exceeded the 95% SLA for incidents and 99% SLA for successful change controls• Improved OS patching compliance from 70% to 99% by creating and enforcing standardized patch windows for all servers by pre-negotiating downtime with all business units

New York, Ny, Us

Built, commissioned, and managed the Dallas data center and ran US Windows and VM Operations Groups for a fortune 300 company, creating a 24x7 support organization throughout the US, supporting over 4,000 systems, all as part of a corporate consolidation/restructuring initiative.• Oversight of final construction and design, creating the global standard for many aspects of data center management.• Created the global standard for server provisioning, resulting in a consistent build and process in all locations.• Created the global server capacity projection model, that has allowed operations to accurately plan for server demand, resulting in faster time to market and reducing overspending on unneeded infrastructure.• Created the global VM capacity model, resulting in cost savings by reducing the purchase of expensive VM hosts and licenses.• Merged multiple regional operations teams into a single unit, eliminating regional disparity and creating staffing efficiencies. • Successfully leveraged off-shore and after-hour resources to reduce demand on US staff; resulting in better work-life balance and employee retention. • Standardized HP c7000 chassis and server support models globally.• Oversight of outsourcing/off-shoring initiative, creating a portal for scheduling work and resources across geographies and time zones, resulting in better utilization of off-shore resources.• Retooled CD based server builds with boot from network and unattended install methods, resulting in quicker server builds, with more customization, using fewer resources

New York, Ny, Us

• Led a cross-functional team of 15+ including server, database, storage, network, telephony, help desk and engineering• Set strategic direction, managing $5 million CapEx and Opex budget• Acted a lead Architect designing all aspects of infrastructure deployment and migrations• Built what would now be called a DevOps organization that greatly improved alignment between business, development and infrastructure teams• Successfully architected and designed the plan that migrated data center services from Houston, TX to Franklin, MA with no impact to the business following the acquisition by MMC• Exceeded 99.98% uptime for primary SaaS offering• Designed capacity planning model to ensure infrastructure met the needs of the fast-growing business and new 100,000 employee client• Created and delivered IT Roadmap tailored to meet business needs (this plan was implemented to the letter 2 years after I had left the Houston office)• Mentored future leaders resulting in direct reports being promoted into management positions within the department as well as within other areas of the organization• Successfully completed numerous SAS70 audits

Built operations from scratch.Design and implemented: B2B SaaS web site and portal for over 1 millions users.Recruited, trained, and retain staff Led team through acquisition by Mercer

Newark, New Jersey, Us

Managed existing account services totaling $40M+ in revenue.Responsible for service, renewal and up selling to book of business.

Liberal Arts And Sciences, General Studies And Humanities

Bachelor Of Arts (B.A.), Business Management