Responsible for customer implementation and support, Security Operations & Engineering, Compliance-as-a-Service, Data Engineering, and Enterprise IT.

Responsible for consulting function at Terazo in addition to solution architecture for client engagements. Engage with prospects from pre-sales through closing and remain engaged for duration of engagement, offering solution roadmaps and opportunities for enhancement and additional features to developed software and platform solutions.

Responsible for Sales to Delivery processes, staff utilization and client project governance.

Responsible for business development and software delivery accountability for the southeastern US.Terazo provides API integration consulting, data engineering, managed services, and API-first business platforms. Strong experience in DevOps, microservices, event-driven architecture, real-time stream processing, and Twilio. Application modernization and technology transformations are our specialties.

COMPANY OVERVIEW:Top 25% IT Managed Services Provider, focused on Digital Transformation, Cloud Migration, and Information Security for a variety of industries. A significant footprint within the Maritime shipping industry focused on IoT, Terminal Operating Systems and EDI managed services.CONTEXT:Tasked with elevating the Service Operations teams (40 FTE) to accommodate growing customer base with increasing service level expectations. Enhance Service Delivery function to increase the value delivered to customers, influencing renewal rates and organic growth within customer accounts. Mature the Application Development organization through Agile/DevOps Transformation and migration to cloud-based SaaS services, increasing profitability and speed to market.HIGHLIGHTS:- Business Process Re-Engineering to remove activities that add no incremental value to customer support activities.- Act as Senior Subject Matter Expert for Sales Organization, ensuring that new opportunities are set up for success.- Reduced total ticket volume by 81% in four months, through continuous review of customer configurations and root cause analysis.-

COMPANY OVERVIEW:Largest healthcare group purchasing organization in the US (NASDAQ: PINC) with significant healthcare informatics capabilities.CONTEXT:Tasked with transforming the core IT function ($39MM, 65 FTE) to support digital business through culture turnaround, migration to cloud-based services and strategic outsourcing of select functions. I also established and operationalized the cybersecurity function.HIGHLIGHTS:- Transformed core IT team from silos of subject matter experts to business-aligned IT Service functions.- Established and operationalized cybersecurity capabilities based on NIST Cybersecurity Framework, consistently achieving high marks from external audit firms.- Established cloud migration strategy to enable select applications to shift to public cloud providers Amazon Web Services and Microsoft Azure.- Implemented Financial and Vendor governance, resulting in cost-savings sufficient to self-fund most cybersecurity initiatives. P&L accountability for $36M annual budget.- Relocated production data center supporting 150+ SaaS applications with no unplanned outages.- Consolidated IT assets and IT functions from 13 acquisitions and implemented IT M&A playbook for a repeatable process.- Modernized private cloud computing capabilities (5,000+ virtual servers) through automation and resilient design principles.- Modernized Enterprise ERP through the deployment of Workday.- Modernized IT Service Delivery through the deployment of ServiceNow.

Responsible for Service Provisioning and Customer Support for all of Peak 10.Provisioning: Expanding team capabilities and centralizing provisioning function to drive consistency and scale through automation. Partnering with Product Management to reduce portfolio of products to focus our efforts. Significant process re-engineering to reduce waste and speed time to revenue.Customer Support: Revitalize team, elevate expectation and drive a customer-centric culture. Drive success through measured execution and metrics attainment. Improve technical capabilities of all support tiers. Force focused inspection of all service/incident workloads to remove work that adds no value or is redundant. Migrate majority of break-fix workloads from market-based service teams to central groups. Aid in outsourcing complex managed services to partners where appropriate.

Responsible for timely and accurate delivery of Peak 10 products and services for the Charlotte NC, Raleigh NC and Richmond VA markets as well as National accounts. Develop highly engaged local market Service Delivery teams that consistently meet or exceed customer expectations. Assist local market General Managers and their sales organizations to guarantee that sold opportunities meet or exceed customer expectations while ensuring that Peak 10 products and services are implemented in a standards-based, consistent manner.Rapidly respond to customer pain by coordinating and directing resources from necessary functional areas. Coordinate, compose and deliver Root Cause Analysis documents and champion efforts required to correct any issues that arise during or after infrastructure deployments.Coordinate complex customer implementations through Technical Delivery Managers who employ PMP methodologies. Complex customer implementations can involve multiple product offerings and families as well as partner-delivered products and services.Report success metrics to senior executive management while also ensuring that company-wide standards are met.

Responsible for accurate and timely delivery of Peak 10 products and services to customers co-located in the Richmond, VA data centers. Responsible for the maintenance and upkeep of data center mechanical and electrical infrastructure. Management of local Technical Assistance Associates and Engineers focused on customer implementation, projects and incident response. Actively engaged with General Manager and sales team to ensure accurate solution design as well as program management of customer implementation.

Last position held while at Baymountain involved supervising the design, installation and ongoing support of customer infrastructures in the Richmond, VA datacenter.Also responsible for the design and support of redundant, fully-meshed Internet infrastructure for connected customers within the datacenter.