Steve Aull Email and Phone Number

Customer Delivery Executive (CDE) for long standing Tufts Medical Center account. Primary accountable owner of the day-to-day customer relationship while directly leading the efforts to ensure customer needs are exceeded and contract requirements/SLA’s are met. • Led global delivery team to include Service Desk, Messaging, Back-up, Monitoring, and Service Management • Overall ownership of assigned customer relationship • Managed delivery components of the Account P&L

• Liaison between business and Information Technology - work with both sides to ensure everyone understands impact from changes, new releases, and day-to-day operations. Also bridge the gap between how the business uses the technology provided. • Know the architecture of how technology and systems are connected - document from several sources, how systems are intertwined and effects upstream/downstream when an application is not working properly or has latency issues.• Component history - know the nuances of the different applications to better understand Service Delivery. • Comprehension – identifying key aspects of critical business units.

Onsite at Anthem in Richmond, Va. Hired on after 12 months as contractor.

Customer Delivery Executive (CDE) for 4 internal NTT Data Services customers. Immediately succeeded in standardizing storage maintenance, Service Management reporting, and liaison between account staff and Infrastructure Services Delivery (ISD), increasing productivity through leveraged services and matching best of NTT Data services to needs and growth.• Collaborated on Data Center processes and procedures: enabling account teams to get data center assistance through ticketing system to accomplish cabling and installs, acquiring cabinets for growth, and overall better view into regional data centers in US.• Worked on incorporating standard ticketing system and Service Management processes and procedures: brought in standard service offering to better track incidents, requests, and change management process resulting in improved service overall. • Took on additional UCA account: asked by Health Care and Life Sciences (HCLS) Director in 2015 to take on Unified Clinical Archives (UCA) after successful achievements with other two accounts (MEDITECH and Physician Services).• Took on additional EPIC account: asked by Provider Solutions Director in 2017 to take on EPIC after successful achievements with other Provider Solution accounts (MEDITECH, Physician Services, and UCA).

Requested to drive a major transformation of desktop service's operations for critical MedStar account to increase customer satisfaction and retention. Following success, promoted and given full accountability for deskside services and engineering, messaging, telecommunications, asset management, and data center operations for the account servicing 18,500+ users at 7 hospital locations, and 2 data centers that monitor clinical applications.

Built an impressive record of achievements through a series of increasingly responsible positions for these leading providers of managed services solutions to businesses and government entities. Originally recruited by Perot Systems and kept on following acquisition by Dell Services. Chosen to manage outsourced desktop support services for account. Led efforts of 25 resources in providing support to 5,200 users throughout the United States and the Virgin Islands. Based upon success, given additional responsibility for 10,000+ printers, cabling, assisted technologies, central warehouse and asset management operations. Provided the dedicated leadership and framework to align people, services, and technology with evolving client needs. Recruited, trained, and managed teams of up 32 subcontractors. Established and enhanced relationships with ASI, ATS, and ClientSolv staff augmentation vendors.

Worked in several areas of Information Technology to include LAN Service Desk, PBX technician (NORTEL), Desktop Support, manager of Desktop Support and Executive Desktop Support, to managing customer accounts in Desktop Support (UK, Burger King, North Shore Long Island hospital, etc.) Started in Healthcare with TRIAD, traveling to Oregon, Alabama, South Carolina, and North Carolina on several projects transitioning TRIAD into Perot Systems.

Account Support Supervisor / Operations Manager / Operations AnalystEstablished and led data center operations team that provided DASD support and Run Time Improvement (RTI) support to Integrated Financial Systems (IFS). Led DRA drills, new software distribution testing, and all JCL changes. Managed operations for EDS’s first combined print center facility and directed Resource Management Group in first Plano information processing center. • Data Center migration and operations • Print Facility Management