Provide leadership and deliver high-value outcomes as part of a large-scale initiative to reinvent outage and escalation management. Developed and own a major incident management capability to improve the consistency, efficiency, and effectiveness of incident handling. Drive cross-functional initiatives to simplify cloud operations while reducing service impact and duration.•Developed PagerDuty-as-a-Service to enable the improvement of incident acknowledgment times by 30%; resolution times by 26%; with a 25% reduction in reactive support•Built framework and governance for harmonizing major incident processes•Provide ongoing coaching for accelerating and multiplying value across organizations •Define objectives and outcomes representing the voice of stakeholders to accelerate value•Engage with executive leadership for sponsorship and alignment across organizations•Partner across teams to accelerate change and service adoption•Identify and remove blockers and impediments to team delivery•Deliver key monitoring and tool integrations for intelligent event management, routing, and automation•Gained influence as a subject matter expert in operational processes, automation, and change

Led teams of engineers and analyst in delivering a best-in-class customer first experience. Developed and implemented an organizational vision and strategy to inspire a culture of business and operational excellence. Increased org performance through team development, continuous improvement, and technology adoption. Provided risk and crisis management for internal and external escalations.•Simplified workflows and removed waste to reduce team workload by 37%•Increased actionable rate of alerts by 72% allowing for quicker event detection•Implemented work standardization leading to a 38% reduction in customer escalations•Established a self-learning culture with clear job roles to improve team morale and support accountability•Improved customer churn rates and SLA payouts by 23% through continuous improvement efforts•Developed clear job roles to improve team morale and support accountability•Led team through an organizational transformation to align customer and company goals•Implemented KPIs to increase team effectiveness by 25%•Conducted ongoing coaching in Lean and continuous improvement methodologies•Manage team performance, training, and staffing for 24x7x365 critical support.METHODS AND TECHNOLOGY• Continuous Improvement: Lean, Six Sigma Green Belt, ITIL Masters, Kepner Tregoe Toyota Kata, Six Sigma, PDCA, Kanban, PMP/PMI, TOGAF, Agile, SDLC• Technologies: Cloud (Azure, AWS, Docker), Juniper, Cisco, TCP/IP, SNMP, BGP, Routing and Switching, Data Center, Microsoft• Professional: Program/Project Management, Relationship Management, Coaching, Team Building, Directing and Delegation, Conflict Management, Change Leadership, Listening, Integrity

Managed a DevOps team as part of a strategic professional services partnership with Microsoft to deliver a cloud-based performance monitoring platform on Azure. Captured key customer requirements to align cross-functional teams in defining a product roadmap, supported existing investments and assisted Sales in building and expanding a product pipeline.• Increased team delivery performance by 75% and completed 39 operational and strategic projects to build customer trust and program traction• Delivered performance monitoring solution on Azure IaaS for 76 call centers• Restructured customer engagement model to improve team delivery by setting clear and concise deliverables• Spearheaded a critical project for managing and monitoring network QoS in support of a global QoS deploymentIdentified expanded key business relationships for greater impact • Partnered with Microsoft to develop a product roadmap on Azure IaaS and PaaS using Docker and Kubernetes • Maintained a service up-time of 99.95%

Directed the end-to-end delivery of network engineering solutions for internal AWS customers. Standardized project delivery and established measures to improve staff and network scalability. Owned the reduction and tracking of technical debt across the network. Partnered with other organizations to accelerate deployment schedules and reduce process friction. • Provided network engineering solutions to increase the scale and availability of CloudFront CDN POP services by 8X• Drove device manageability from 79% to 98% and provided support for updating device management systems• Led the cross-team deployment of a world-wide POP refresh effort to expand CDN scaling in 53 markets• Developed implementation processes to keep customer uptime at 100%• Managed the efforts to reduce technical debt by 47% across the network• Drove the automation efforts to safely take network devices out of service for maintenance without customer impact • Delivered critical scaling initiative to protect Retail services from DDoS attacks while reducing costs by $1.5M• Partnered with Product teams to deliver on an offering estimated to generate $300M in revenue• Increased operational maturity and standardization through the development of a project intake and delivery system• Obtained Top Secret Security Clearance

SR. NETWORK OPERATIONS MANAGER (MSN)Managed multiple international FTE and vendor teams in support of the world-wide customer-facing network. Directed daily operations, tools development, and partnered with Product teams to improve product launches.• Directed all aspects of network operations and improved productivity by 20%• Standardized and implemented workflows to improve SLA delivery by 31%• Increased critical device compliance from 73% to 95%• Managed global vendor teams to reduce transactional support costs by 78%NETWORK OPERATIONS MANAGERManaged the world-wide network operations support for internal product teams. Develop service offerings, metrics, scorecards, and dashboards to quantify service levels between MSIT and business units. Manage day-to-day team activities, escalations, and team health.• Developed a network monitoring strategy and improved device compliance from 87% to 99%• Increased team performance and health by 6 points, 8% above company average• Instrumented and monitored global network health and availability to meet service levels of 99.95% up-time• Supervised the implementation of ITIL based practices which drove end-to-end operational excellence within IT• Led teams to evaluate new technologies for improved automation and manageabilitySR. TECHNICAL ACCOUNT MANAGER• Delivered 74 Proactive Engagements to accelerate customer technology adoption compared to a team average of 54 • Managed key stakeholder relationships to grow service revenues by 230% over 3 years• Partnered with the customer to develop a hybrid cloud strategy to realize 23% in ROI savings• Awarded top customer satisfaction leader by increasing CSAT by 26% and maintaining a 100% retention rate• Championed operational maturity assessments for team resulting in 129% of contract utilization

Develop and manage the global peering strategy to improve performance, increase connectivity, and reduce the operational cost of service.• Increased profits by $12M by delivering on a project to develop strategic business partnerships. • Drove strategic international projects to improve network performance, security, and reliability.• Executed on strategic optimization plan to reduce costs, increasing revenue, and improve customer experience.• Established and managed 300+ interconnection relationships worldwide. Result: Reduced OPEX budget by 60%.• Developed the strategy to deploy Internet connectivity in 13 locations across the US, Asia and Europe for an 18% increase in customer web performance over competitors• Developed business processes and controls to comply with government Security Council standards for Statement on Auditing Standards (SAS 70) which helped secure business with major financial institutionsSpecialties: Network Routing/Switching, Network Monitoring, TCP/IP, CCIE, CCDP, CCNP, Network Design, BGP, Cisco

Lead the strategic consulting services in the ISP space and provide business development activities for new service offerings.• Managed consulting activities for strategic accounts that generated in excess of $1M in new revenue .• Developed new service offerings that drove new business in existing and new customers.• Led and mentored teams that increased revenue and delivered on key customer initiatives.Performed consulting and analysis services to fortune 500 companies. Result: Identified critical deployment issues, some of which were jeopardizing multimillion dollar IT integration projects.Specialties: Network Routing/Switching, Network Design TCP/IP, CCIE, CCDP, CCNP

Provide network, firewall, and systems integration services.• Partnered with sales teams to enable the rapid adoption of technology solutions to solve complex business problems.• Delivered architecture and design services for large scale process and technology deployments to improve customer satisfaction and success.• Performed technical leadership and project management on highly visible projects to ensure solutions were properly implemented.

Deliver technical consulting services, develop service offerings, and mentor consulting engineers.• Led teams on large strategic engagements to deliver on customer initiatives and increase consulting profits.• Coached and led consulting engineers on critical projects and technologies to ensure consistent results.• Performed business development functions to create new service offerings for consistent and profitable delivery.Specialties: Network Routing/Switching, Network Monitoring and Analysis, TCP/IP