• Responsible for managing and directing the global Managed Services technical teams.• Support ERP systems including JDE World, JDE EnterpriseOne, IFS, NetSuite, DSI, and EDI.• Provide leadership in delivering follow-the-sun support model for large global customers.• Member of leadership team that establishes and manages IT Governance.• Responsible for customer satisfaction and ensure successfully delivery of Managed Services.

• Responsible for operational delivery of managed services for ERP and CRM applications including: JDE, Infor, Oracle EBS, Kronos, and CRM.• Achieved and maintained positive relationships with 300+ global customers.• Managed 250+ personnel on four continents, seven different countries covering seventeen time zones.• Maintained customer base utilizing AWS, OCI, Azure, and private cloud technologies.• Created and managed productivity Key Performance Indicators (KPIs) for delivery… Show more • Responsible for operational delivery of managed services for ERP and CRM applications including: JDE, Infor, Oracle EBS, Kronos, and CRM.• Achieved and maintained positive relationships with 300+ global customers.• Managed 250+ personnel on four continents, seven different countries covering seventeen time zones.• Maintained customer base utilizing AWS, OCI, Azure, and private cloud technologies.• Created and managed productivity Key Performance Indicators (KPIs) for delivery teams.• Achieved financial and operational goals.• Created and oversaw the operational continuous improvement process (CIP).• Provided leadership, coaching, and mentoring for team managers.• Established operational IT governances utilizing ITIL. Show less

• Created and perform statistical analysis to measure team’s productivity and efficiencies. • Implemented a continuous improvement process with feedback channels to reduce delivery error rate.• Established and provided on-going leadership and management training program to technical managers new to management.• Actively participated in various company-wide committees and operational teams to standardize delivery methodologies.• Met financial and operational goals and delivered… Show more • Created and perform statistical analysis to measure team’s productivity and efficiencies. • Implemented a continuous improvement process with feedback channels to reduce delivery error rate.• Established and provided on-going leadership and management training program to technical managers new to management.• Actively participated in various company-wide committees and operational teams to standardize delivery methodologies.• Met financial and operational goals and delivered quality results within 24 months.• Managed services to more than 100+ active customers with annual revenue of over $30+ million.• Managed teams with fifty+ employees in North America, EMEA, India, and APAC.• Set team goals and objectives; provided direction to lead teams to attain goals.• Completed performance reviews, compensation, and bonuses for all resources.• Meet with customers to ensure delivery solutions are deployed using industry best practices.• Merged four acquired companies into a single global operating unit. Show less

• Managed daily operations of international technical teams.• Directed the creation, management, and versioning of SOPs, policies, and best practices guidelines.• Directly worked with customers.• Coordinate projects including release upgrades, tools upgrades, code currents, migrations, technology refreshes, and implementations.• Collaborated with sales and solution architect teams.• Created and presented proposals and design drawings for projected systems implementations… Show more • Managed daily operations of international technical teams.• Directed the creation, management, and versioning of SOPs, policies, and best practices guidelines.• Directly worked with customers.• Coordinate projects including release upgrades, tools upgrades, code currents, migrations, technology refreshes, and implementations.• Collaborated with sales and solution architect teams.• Created and presented proposals and design drawings for projected systems implementations, upgrades, and technology refreshes for new and existing customers. Systems included high-availability, load balancing, disaster recovery, and multi-continent implementations.• Coordinated and scheduled customer projects with Account and Project Managers. Show less

• Strategic planning and operational leadership of North America technical teams delivering 24x7x365 customer support. • Worked with India resources for operational support.• Managed daily aspects of JDE World and EnterpriseOne customer managed services technical support.• Completed numerous JDE release and tools updates, upgrades, and full package builds.• Coordinated various projects that included release upgrades, tools upgrades, code currents, migrations, technology… Show more • Strategic planning and operational leadership of North America technical teams delivering 24x7x365 customer support. • Worked with India resources for operational support.• Managed daily aspects of JDE World and EnterpriseOne customer managed services technical support.• Completed numerous JDE release and tools updates, upgrades, and full package builds.• Coordinated various projects that included release upgrades, tools upgrades, code currents, migrations, technology refreshes, and implementations. Show less

• Oversaw daily operations of the JDE OneWorld/EnterpriseOne administration team. • Managed and scheduled technical team for installs, upgrades, and on-going support for different customers running releases XE, ERP 8, and 8.10 on Intel/Windows and AS/400 platforms. • Worked with Account Managers and Project Leads to coordinate and schedule customer projects.• Managed multiple projects that included customer system upgrades and technology refreshes.• Recruited, interviewed, and… Show more • Oversaw daily operations of the JDE OneWorld/EnterpriseOne administration team. • Managed and scheduled technical team for installs, upgrades, and on-going support for different customers running releases XE, ERP 8, and 8.10 on Intel/Windows and AS/400 platforms. • Worked with Account Managers and Project Leads to coordinate and schedule customer projects.• Managed multiple projects that included customer system upgrades and technology refreshes.• Recruited, interviewed, and participated in the hiring process of new team members.• Implemented standards and best practices for administering customer systems.• Visited customers on-site.• Instrumental in a major project of moving customers from a closing datacenter.• Worked with business development team on pre-sales and proposals. Show less