- Lead Global Hosting Tower (Midrange, Mainframe and DRP) in all Delivery with 100+ team members- Maintain continuity of service and drive Service Improvement Initiatives during search for new leader- Develop and implement exit strategy from unprofitable delivery requirements- Align delivery of significant server refresh program with contractual requirements, partnering with the customer to ensure agreement- Manage $22M P&L for Hosting- Work with leveraged ITO organization to continue cost reductions, resulting in 10% savings- Implement cost/revenue alignment to allow direct measure of profitability per delivery team- Identify and close gaps in delivery (monitoring, patching, security) through SIP

- Lead Regional Delivery and Escalations as part of Global Delivery organization within account- Drive SLA improvement initiatives within Hosting Tower, resulting in 100% Green SLAs over 6 months - Implement strategy to reduce Sev1 ticket violations, resulting in 10X decrease in ticket counts - Align server response times with ticket severities to keep delivery at expected levels- Managed $22M P&L for Hosting - Increase revenue 7% month-over-month and drive down costs 10% through strict scrutiny - Propose and implement move of server support off-shore to decrease costs 20%

- Lead global delivery towers with 8-10 direct reports and over 40 Best Shore team members, focusing on financials, operational excellence, people management and customer satisfaction- Financial responsibility for all operational costs in Backup/Storage (+$3M) and User Provisioning ($1M)- Set overall vision and directed detailed efforts to meet financial, SLA and workforce priorities set by account and business leadership.- Reduced on-shore overhead of 30% in User Provisioning to 6% through process creation and compliance cycles and promoting philosophy of on-shore oversight and off-shore operations- Reduced costs in Backup/Storage by 38% Year over Year from 2009 to 2010; Trending to reduce costs by 23% YoY from 2010 to 2011- Developed proposal to realign revenue with costs, also providing some customer-requested adjustment of billing units at the same time- Implemented process improvements on User Provisioning team resulting in elimination of 600+ ticket backlog and meeting SLA 100% 12+ months running with significant increase in customer satisfaction- Identified severe SLA reporting misalignments in Backup team and created entirely new processes for reporting, resulting in accurate reporting and meeting of expected SLA levels- Managed and improved 3rd party supplier relationship

- Lead team of as many as 18 project members, focusing complete and timely delivery of urgent access requests- Develop security processes in alignment with overall customer security policies - Develop relationships with all other support towers to facilitate quick response to requests and escalations- Designated as escalation point for all security and customer service issues for the User Provisioning teams- Develop and implement plan to train off-shore team to support automated functions of team and reduce on-shore requirements by +70%- Develop and implement documentation strategy to ensure proper documentation for all team functions- Develop and implement processes and automation to ensure fast, efficient, correct and auditable completion of requests- HP expanded scope of team numerous times due to recognition of excellent service delivery

- Design new Database/storage layouts based on current or projected performance metrics- Troubleshoot systems with performance problems focusing on storage and systems data.- Work with client to determine system performance requirements.- Analyze performance data obtained from various systems and storage measurement tools- Write report documentation and detailed analysis and present results to customer

- Work directly with customers to troubleshoot day-to-day problems with computer networks- Design and recommend new hardware and software for increased productivity or functionality.- Manage customer hardware, network services, wireless, VPN and VoIP infrastructures- Manage customer relationships- Sell new services to new and current customers

- Design new Database/storage layouts based on current or projected performance metrics- Troubleshoot systems with performance problems focusing on storage and systems data.- Work with client to determine system performance requirements.- Analyze performance data obtained from various systems and storage measurement tools- Write report documentation and detailed analysis and present results to customer

- Work as a Math Teacher for 7th and 8th Grade students in Central America and work as System Administrator for the school. - Set up new e-mail, SPAM filtering, remote web access, firewall (with DMZ), filtered proxy and DHCP/DDNS- Develop and implement backup strategy and “Thin Client” strategy to reutilize old hardware

- Provide Performance Tuning services for clients of Redwood Solutions and EMC. - Develop comprehensive performance tuning plan for OS, Database, and Hardware layout.- Develop custom graphs to demonstrate bottle-necks- Train client in usage of EMC tool (Workload Analyzer) to allow proactive performance tuning

- Develop comprehensive fail-over procedures for HA environments- Architect and implement SAN installation/changes (Zone, Assign volumes, configure fabric)- Automate complex backup and restore using BCV/SRDF volumes- Transfer knowledge to customer of software, hardware and procedures- Tune performance of high I/O applications using host and disk-based methodologies

- Support highly-available application running on Compaq Alpha/Tru64 platform.- Manage SAN (Compaq StorageWorks), servers (Tru64, Solaris, NT4/2000) and DNS- Design and implement backup network

- Technical/Team Lead for team of 5 UNIX systems administrators- Support world-wide Defense Department Agency (DRMS-DOD)- Advise in all decisions concerning 100 UNIX systems, both local and international.- Advise on allocation of funds and approved all new purchases or architecture changes.- Manage architecture upgrade plans for servers and SAN as well as DR Plans