Stuart Conrad - Pmp, Csm, Pspo, Itil, Aws, Azure, Capm Email & Phone Number

Chantilly, Va, Us

Herndon, Virginia

Responsible to develop and manage Digital Healthcare products to grow the Iron Bow service catalog. Managing multiple simultaneous projects to deliver high quality solutions on time and on budget. KPI driven executive reporting developed monthly and delivered quarterly to stakeholders. Managed an digital healthcare service offering for the US Coast Guard during the COVID pandemic.SCRUM Master for a Telehealth device management portal and services dashboard. This project was the… Show more Responsible to develop and manage Digital Healthcare products to grow the Iron Bow service catalog. Managing multiple simultaneous projects to deliver high quality solutions on time and on budget. KPI driven executive reporting developed monthly and delivered quarterly to stakeholders. Managed an digital healthcare service offering for the US Coast Guard during the COVID pandemic.SCRUM Master for a Telehealth device management portal and services dashboard. This project was the first of it's kind at Iron Bow and resulted in the signing of a large healthcare customer to a multi-year, multi-million dollar agreement.Driving the vision and direction for the products and coordinating all parts of the product’s life-cycle from service development, pricing, sales, booking, provisioning, delivery, and sustainment of the service. Works closely with marketing to provide the business market analysis, generate internal and customer facing service documentation.Prior to moving to the healthcare team; responsible to lead managed services offerings focused around SD-WAN, networks, and wireless technologies. Responsibilities include defining and launching new products/services while improving existing ones. Show less

Arlington, Virginia

Director, Operations Recruited to transition an immature Operations team into a world-class organization. Responsible for three critical teams. The Service Desk (Technical Assistance Center) was responsible for all customer communication and incident management processes. The Network Operations Center (NOC) was responsible for managing and maintaining over 3,500 network devices that comprised the Allied core and customer network. The Field Services team was responsible for all… Show more Director, Operations Recruited to transition an immature Operations team into a world-class organization. Responsible for three critical teams. The Service Desk (Technical Assistance Center) was responsible for all customer communication and incident management processes. The Network Operations Center (NOC) was responsible for managing and maintaining over 3,500 network devices that comprised the Allied core and customer network. The Field Services team was responsible for all physical activities related to the implementation of services, maintenance, and repair activities.Established KPI metrics and reporting for all three organizations. Internal metrics were established to assist individual managers with managing the quality of activities within their organizations. The metrics were instrumental to improve Service Desk quality as MTTR and First Response time improved by 50% in less than a year. Executive metrics were reported on a monthly basis to assist senior leadership to make important business decisions.Formal Change Management processes were implemented, and the NOC was transitioned from an ICMP (up/down) Network Management System (NMS) to a fully functional SNMP based platform. Established proactive alerting, dashboards, network maps, and reporting that took Allied from a reactive only organization to a proactive world-class NOC.Created a partner communication plan to ensure partners received an excellent experience and allowed Allied to demonstrate the value provided. Responsible to manage all Operations process documentation and to create a department training program. This included process documentation for Service Delivery, Network Planning, and Provisioning teams. Established a department quality assurance and technical training program that included a quarterly evaluation process to ensure knowledge retention and continued quality. Show less

Northern Virginia

Director, Service DeliveryFusion purchased Apptix in November of 2016. Maintained all responsibilities implementing the now Fusion cloud service portfolio. Additional responsibilities include facilitating the delivery of Fusion voice services. Successfully managed the migration of all Apptix voice customers to Fusion services between April 2017 and December 2018. Responsible to train Fusion sales resources to sell and deliver legacy Apptix services.Responsible to project… Show more Director, Service DeliveryFusion purchased Apptix in November of 2016. Maintained all responsibilities implementing the now Fusion cloud service portfolio. Additional responsibilities include facilitating the delivery of Fusion voice services. Successfully managed the migration of all Apptix voice customers to Fusion services between April 2017 and December 2018. Responsible to train Fusion sales resources to sell and deliver legacy Apptix services.Responsible to project manage all new customer deployments from the sales cycle through the handoff of the customer to the customer support team. Primary customer relationship manager during the implementation cycle with critical responsibilities to educate internal organizations (customer support, operations, and the network operations team) to ensure a smooth handoff from the service delivery team to the customer support team. Responsible to transition all Apptix NOC capabilities to the Fusion NOC. Assisted with training Fusion resources to utilize CA Unified Infrastructure Management (Nimsoft) and Solar Winds Orion Platform to manage Apptix cloud infrastructure and services. Provided detailed analysis report to Fusion NOC management to facilitate the transition of Apptix NOC services and resources to the Fusion NOC team. Show less

Herndon, Virginia

Hired to manage the newly formed operations team for this startup venture. Worked with the executive leadership team to develop Service Strategy and Design. Singularly responsible to develop all processes and procedures related to Service Transition and Operations. The original service portfolio included outsourced applications, delivered via Citrix. Cloud services (SharePoint, Exchange 2003, and Exchange 2007) were added to this portfolio over the next two years. Led a team of 30… Show more Hired to manage the newly formed operations team for this startup venture. Worked with the executive leadership team to develop Service Strategy and Design. Singularly responsible to develop all processes and procedures related to Service Transition and Operations. The original service portfolio included outsourced applications, delivered via Citrix. Cloud services (SharePoint, Exchange 2003, and Exchange 2007) were added to this portfolio over the next two years. Led a team of 30 individuals that were responsible for providing help desk, application, server, and network operations support. As part of Service Transition/Operations ownership, developed processes and procedures for Change Management, Configuration Management, Capacity Management, Incident Management, Problem Management, and Outage Management. Built a Network Operations Center from the ground up. Evaluated network management products, recommended the solution, and oversaw the implementation of the solution. Successfully offshored the NOC overnight operations to the Apptix India office.Apptix matured into a provider of cloud services and managed services. Became responsible for the oversight and management of cloud service implementation, migration, and sales engineering activities. Participated in the creation of customer proposals, statement of work, and contracts. Worked with product management to create internal and customer-facing documentation. Owned the customer experience from contract execution through the cloud adoption phase and was responsible for transitioning the client to the support organization.Cloud service offerings included Office 365, Hosted/Dedicated Exchange, Mobile Device Management, Email Archiving, Email Encryption, Lync/Skype, SharePoint, Disaster Recovery as a Service, Infrastructure as a Service (IAAS), Managed Servers/Desktops, Virtual Desktop as a Service, Server/Desktop Backup, Active Directory Management, and Migration Services. Show less

Computer Science

Computer/Information Technology Administration And Management