Tracy Leonard Email and Phone Number

PLAN GROW PROTECT WEALTH

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Responsible for Managing the Professional Services Department. Lead (3) divisions within Professional Services: Project Coordination, Professional Services Engineers, & Technical Services. ACDI’s Professional Services department provides industry-leading technical software support services that are focused on inbound technical problems, customer service issues, remote web based support and internet chat support sessions, installation, configuration, coding/scripting and third-party application integrations.Understanding of our products and the end-user’s needs play an invaluable role in the satisfaction of all parties involved.

Held the highest level of accountability for assigned market. The position mandated a full understanding of all aspects of the business providing ultimate influence and control on the health and well-being of the assigned market’s operational and financial performance.o Customer Service – Ownership of the customer experience o Owned Service Delivery o Financial – ensured invoice accuracy, assistance in collections of in-default accountso Trusted & Reliable Resource with clients/customers/other functional groupso Revenue –Ownership of achieving revenue objectives o Sales – proactive support and motivation of sales team o Marketing – direct participation to drive revenue growth opportunitieso Invoicing – accuracy and timing of service initiation o Credits to customers when necessaryo Forecasted and managed Churn o Costs – Ownership of all expenditures associated with market P&L -COGS – operational, real estate, power, payroll, expenses -Capital – Responsible for maintenance, growth, and expansion capital -Marketing/Sales Expenses – cooperative oversight of marketing funds and sales expenses -Considered and implemented alternative vendors and solutions - P&L impact in the GM’s marketo Risk – -Ownership of minimizing all aspects of risk -Safety -Contractual – both vendor and client agreement exposure to damage protection, liability, and limitations of both (in cooperation with procurement, legal, and sales) -Compliance -Human Resources – workplace behavior, documentation of incidents, -Operations – -Ownership of all aspects of continuity of operations -Facilities – maintaining and operating to defined standards -Staffing – managing staff levels, coverage, and skills of staff while encouraging growth and promotion opportunity -Efficiencies – ongoing effort to improve efficiencies -Utilization -Metrics Reporting – ownership of accurate reporting of key metric measurements -Capacity Planning

• Worked with VP of Facility Engineering and General Contractor to design and build fully redundant 2N 30,000 SF and 20,000 SF Data Center’so Commissioned all critical 2N systems: ATS, UPS, Chillers, CRAHs, PDUs, Generatorso Hired initial staff including Data Center Manager and Operations Technicianso Trained initial staff on critical procedures and documentationo Created documentation for all future data center managers to follow when a new data center is constructedo Worked and signed all vendor contracts for critical systems and PM agreements to include scope of work and SLA’so Created Run Books for all critical systems to be used for bi-annual auditso Created and maintained annual PM schedule• Oversee all aspects of datacenter operations for the Central Region Data Centerso Including 24x7 staffing, facility infrastructure testing and preventive maintenance, service delivery, quality assurance, change control, adherence to corporate standards and processes, oversight of all hardware assets within the datacenter (internal and customer assets), and continuous improvement to operations within the datacenter. • Manage annual budget for multiple locations, including forecasting and ordering• Created a career matrix for technicians to follow for progression and promotions• Responsible for providing monthly capacity reports for the Central region.• Responsible to help ensure Central Region Data Centers maintain regulatory compliance for the following: SOC 1 Type 2 (SSAE16), SOC 2 Type 2, SOC 3, HIPPA and HITECH AT101, HIPPA BAA for healthcare industry customers, PCI DSS v3.0, NIST sp800-53 AT101, Safe Harbor

•Manage an elite team of System Engineers and Systems Administrators responsible for Applications and Systems supporting 1 million+ ISP customers- Manage all aspects of DNS, RADIUS AAA, Web hosting, Fault Management (HPOV), Capacity Management (eHealth), Backup/restore environment, SAN environment, security, patch management, disaster recovery and data integrity, hardware and software upgrades, trouble tickets, and Mail Platform- Manage 4 data centers- Developed a strict change management process to insure changes are controlled and non-impacting- Responsible for Engineering, implementing, operations, and retiring 300+ Servers utilizing Windows, Solaris, and UNIX platforms- Responsible for 200+ Applications used by Network Operations to manage data network - Responsible for managing projects that included migrating applications from acquired companies, upgrading platforms, Engineering and Operating new platforms- Responsible for fault and capacity management•Manage annual budget of $3 million, including forecasting and ordering•Work closely with vendors and contractors developing schedules of work, maintenance and support agreements, and negotiating professional services

• Supervised a group of 40 employees that provisioned ADSL for ALLTEL customers o Work group built network connections, troubleshot from DSLAM to customer CPE, took incoming calls from field technicians, and worked network wide trouble tickets• Experience with CISCO, RedBack, Alcatel, Adtran, MRT Stingers switches and routers• Created and maintained great relationships with external groups and vendors

• Managed an elite group of technical management personnel that support specific functional areas such as WAN/LAN, Remote Access Services (RAS), telephony support, technical helpdesk support, operations planning and desktop technical support• Partnered with the call center business leaders by providing timely repair, processes, and the expertise to effect change, and by aligning IT resources to assist the business in meeting their goals• Lead IT team to 99.5% system availability and 99% SLA on over 3000 tickets• Exceptional project management of over 100 IT projects throughout year, all on-time and within budget• Project Manager/Team player on numerous projects effecting Cingular Wireless Call Centers • Developed employees by providing feedback, coaching, and technical training as an on-going process• Worked closely with the business management ensuring top-notch customer support is always provided• Project Manager for roll-out of business applications, coordinated and planned numerous complex task necessary for major changes--all were 100% on-time• Provided problem resolution and change management support for network department• Developed and implemented disaster recovery plan for call center• Authored 19 chapter, 88-page reference library that covers network responsibilities for call center• Supervised, monitored, secured, and maintained 40 NT/2000 servers, absolute minimum downtime• Network manager supporting 900+ users on enterprise network• Troubleshot and resolved desktop and telephony problems ensuring quality customer support

• Responsible for all aspects of design, hardware/software implementation, and maintenance of a 170+ node LAN running on Microsoft NT servers• Managed $1.2 million of computer and supply equipment, 100% accountability• Supervised and maintained daily back-up of entire network using Seagate Executive• Responsible agent for research, justification, and purchase of $500k annual budget • Webmaster for organization, maintained web-pages by using Microsoft Frontpage• Recognized as go to person for technical support to end-users by organizations leaders• Establish and document standard procedures for all aspects of network/desktop operations• Organized and implemented LAN drops allowing network connectivity for organization• Developed graduate-level courseware using applications from Microsoft Office suite • Point-man on desktop configurations, applications, printers, e-mail profiles, security, anti-virus• Implemented Access database that drastically cut inventory time by 100%• Implemented computer–generated mail process cut delivery 50% and saved $3k/qtrly