Richard Guerra Email and Phone Number

Iluminar Consulting offers a wide range of consulting services with the necessary tools and expertise to help grow your business. We partner with our clients from start to finish, focusing on their needs while producing new ideas, developing effective strategies and designing high quality and scalable solutions.

Virtual CIO advisory services to small/mid-sized companies challenged by Covid & remote workforce as well as those seeking agility and scalability on a global scale.

Departments – 8 Staff – 86 Budget - $5.7MMScope:*Customer/Product Support – original role before expansion * Infrastructure Operations – Network, Compute, Database, Cloud (AWS) * Customer Success (formally Account Management, part of Commercial) * Site Reliability Engineering – moved to GTO 12/2020 * Service Desk * Enterprise Monitoring * IT Service Management * Technology Ops Center Accomplishments:• Resolution time for customer support requests reduced by 88% across 9 products in the first year o Introduced IT Service Management to define roles & responsibilities and optimize handoffs between operations and engineering resulting in elevated service and uptime to customers o Formalized 24/7 customer facing Service Desk across all products through runbook creationo Created Customer Success practice where Support members would meet proactively with clients to understand business needs, gain context, and thereby shape services • Created Technology Operations Center (NOC) o Identified managed service provider, negotiated 3-year engagement o Established new monitoring platform for network, storage, server, and database o Created 24/7 Level 1 team monitoring and response to infrastructure and application alerts o Created 24/7 Major Incident Team to initiate crisis bridge and remediate SEV 1 & 2 incidents o Shifted maintenance tasks Left to L1 so L2 resources could focus on projects and customer facing issues • Site Reliability Engineering - Extended SRE to have observability across all managed services • Launch of FOX Media on AOS (SAS) platform including ($45MM) contract negotiation and environment buildout

Departments – 4 Staff – 74 Overall Budget - $6.5MMScope:* Level 1&2 Infrastructure Operations – Network, Compute, Database, Cloud, O365 & Citrix* Compute & Citrix Engineering * Quality AssuranceAccomplishments: • Migrated corp. applications and services to AWS; consolidated data centers and reduced cost by 50%+ • Dynamic CMDB (SAManage) – Daily update and tracking of configuration items & dependency mapping

Departments – 4 Staff – 127 Overall Budget - $12MM* Infrastructure Support L2 and Incident ManagementAccomplishments: • Transitioned IS teams to their respective tech pillars, shifting left knowledge and duties from L3&4 to L2 • Realignment brought focus to Incident Control. In first 6 months, MTTR was reduced 50% by: o Rebranding as Outage Management Center; marketing and consistent dialogue with partners and customers o Simplification of the outage process; severity definitions, and declaration & communication protocols o Creating Operational Standards team to maintain knowledge, Customer Success, training and manage projects o Introduced application-level monitoring for key applications to detect failure through automation o 2017 - MTTR reduced by 41% despite incorporating incidents of all severity, growing workload by 250%

Departments – 7 Staff – 57 Overall Budget - $21.5MMScope:* Enterprise Monitoring – role expanded, September 2015* Automation Engineering – role expanded and promotion, Senior Director, August 2014 * Problem Management – role expanded September 2013* Server, Storage & Network Operations L1 (TAC) – role expanded August 2012* Data Center Continuity – role change and promotion, Director, July 2010* Manager, IT Operations Center (ITOC) – promoted March 2007* Lead Systems Analyst, IT Operations Center (ITOC) - July 2006Accomplishments: o Developed a build portal used to provision over 98% of virtual servers, both private and public cloud o Built Dynamic CMDB – Daily update of 61,000+ configuration items, including dependency mapping o Automated Capacity Management & reportingo Created Correlation engine by integrating event monitoring and CMDBo 2014 & 2015, Problem Management reduced recurring incidents by 90%. In 2015, that averted a month’s worth of business impacto Developed a unified dashboard to aggregate several monitoring sources into a single pane of glass o Established Alert Management Team in Mexico. In 2014, monthly average of 47K alerts reduced by 90% o Developed Knowledge Management (KM) as a practiceo In 2014 the NBCU Service Desk was migrated stateside. KM created over 400 knowledge articles over six weeks to serve as the run book. Customer satisfaction for the Service Desk averaged 4.8/5 o Drafted continuity plans for all NBCU data centerso Conducted a partial shutdown of a data center during a water main break/chilling outage to avoid adverse impact to business operationso Hurricane Sandy - Coordinated the IT response across three Northeast sites o Expanded Incident Management to 24/7 by establishing an offshore team o Introduced Problem Management which became a distinct department with a staff of seven o Change Management – Established a CAB; CM became a distinct department with its own manager and staff

Senior Systems Administrator – became full-time staff March, 2003Systems Consultant – January, 2000• Technical management of client and business partner relationships which accounted for $6M in annual revenue. This primarily involved the automation of digital media encoding and delivery for use on various platforms including but not limited to cell phones and iPods as well as static and streaming internet video.• Technical support of ABC News Now, ABC’s 24/7 news channel on the web.• Managed multiple capital improvement projects, including in-house staff as well as consultants• LAN\WAN support – server, desktop, and network protocol issues• Server and desktop installation, support and problem solving – all Windows platforms and Mac OS• Installation and maintenance of streaming media encoding systems – Real & Microsoft• Installation and maintenance Anystream Agility automated digital media recording, encoding and delivery system• Installation and maintenance of AVID digital media systems• Helped manage ABCNEWS.com’s remote coverage and live webcast of the 2000 Presidential conventions – this included replicating our office computing environment in Los Angeles and Philadelphia as well as establishing connectivity to New York and network resources in Seattle