Improve the quality, effectiveness, and efficiency of IT services by defining and implementing service management practices that use the industry standard ITIL framework. The primary practice areas I support include asset and configuration management, monitoring and event management, service design and problem management.

Develop and support Sanford Health’s end user computing strategy by managing a skilled team of MECM (SCCM) engineers, packaging and security patch administrators and virtual / physical endpoint device engineers to accomplish strategic initiatives.

Support Sanford Health’s server and application infrastructure by providing team workload management, project / demand requirements analysis, assisting with departmental planning, implementing process improvements, and standing in for the department manager when absent.

Identify, gather requirements for, design, plan, implement and support global client solutions that enhance the end user experience and add value. Project manager and / or technical team leader for delivering these solutions.I lead cross-functional teams to implement new client management capabilities across a diverse global network of 60,000 + client systems.My team received the techXcellence award, which is a stand-out award for being one of the most exemplary teams at Capital One, for migrating SCCM 2007 to SCCM 2012 / Branch 1606 and reducing the SCCM site hierarchy complexity. Reduced the administration and server costs, enabled new capabilities and improved the availability of SCCM.Technical project manager and implementation subject matter expert for delivering the company self-service application portal and software compliance and reporting platforms.Led the efforts to develop and implement a plan for transitioning tier 2 SCCM support to an internal 24X7 production support team which freed engineering resources to work on value add efforts.Managed the life-cycle of key client management technologies by working with teams to plan and deploy upgrades per change management processes and guidelines to minimize user impact.Led the technical effort to move the on-premise application portal and software asset management systems into Amazon Web Services (AWS) to reduce data center costs. Created and executed a software vendor statement of work to assist with the application moves. The move of these applications into AWS required methods to completely re-hydrate the Windows Server 2012 operating system, Internet Information Server (IIS) and asset management applications for patching purposes. The IIS feature install and configuration, application install and OS configuration were automated using PowerShell scripts that were embedded into a JASON script which were used as part of an AWS build template.

Identify, gather requirements for, design, plan, implement and support client solutions that enhance the end user experience and add value.Reduced the effort to package and provision third party security updates to ~ 4000 desktops by implementing MS System Center Updates Publisher (SCUP) and Shavlik.Mitigated risks for delivering problematic patches and products to the production desktop environment by implementing a SCCM test environment which led to a 20% reduction in post deployment incidents. Achieved 100% license compliance and a 20% reduction in labor hours to report application compliance by implementing the BDNA data normalization application in the QA and production environments. Reduced desktop power consumption by 20% and improved the availability of off-line systems for patching and software delivery to > 90% by implementing the 1E NightWatchman power management solution. Integrated 100% of the ING Direct desktop computing environment into the Capital One environment by identifying requirements, processes and methods for transitioning data, applications and desktops.

Identify, establish and implement client/server solutions and standards that support company objectives. Manage the enterprise AD, WINS, DHCP and DNS infrastructure. Manage and administer client services platforms such as McAfee ePolicy orchestrator, McAfee data protection products, Microsoft System Center Configuration Manager (SCCM) and System Center Operations Manager (SCOM).Avoided software obsolescence and enabled new imaging and desktop management capabilities by upgrading the global 4000 node SMS 2003 to SCCM 2007. Mitigated intellectual property data escapements by 95% by implementing the McAfee Host Data Loss Prevention (HDLP), Endpoint Encryption and ePolicy Orchestrator applications. Designed and implemented the Windows Active Directory client group policy settings, OU and security group structure, wireless connectivity standards, firewall policies etc. which enabled 100% of the Windows XP clients to be migrated to Windows 7.Reduced the time to delivery for key manufacturing systems by automating the Operating System and application deployment processes using SCCM. Resulted in shortening the delivery of systems from 2 days to 4 hours.

Manage the business intelligence and database organizations consisting of an internal staff of 8 and contract staff of 4 and the supporting resourcesEstablished and maintained department and project budgets within 10% of forecast.Established career development plans and fostered employee skill development resulting in 0 employee turnover and improved job satisfaction.Managed the internal staffing and augmented staff requirements by interviewing and hiring contractors which lead to a 95% on-time project completion rate.Established software and hardware maintenance contracts, agreements and HW/SW life-cycle management processes that were within the budgeted forecasts.Established, monitored and managed service level agreements and processes to achieve near 100% SLA compliance.

Technology delivery organization.Manage small to large projects and architect infrastructure solutions which add business value. Research and evaluate emerging IT technologies and determine the benefit to the business. Some accomplishments include:Lead infrastructure project planning meetings and effort to support the successful delivery of a shop floor production control system. Responsible for HP server procurement and provisioning, application installation, storage requirements and provisioning, clustering and high availability.Improved business efficiencies for sharing and collecting data between sites and reduced the data communications costs by 40% by identifying and resolving application and architecture performance bottlenecks (WAN acceleration, SQL queries rewritten). Procured and implemented the Riverbed WAN acceleration appliance. Reduced the storage and storage administration costs by > 50% by implementing an information life cycle management tiered storage solution. Used the HP EVA, legacy HP ESA, HP tape library and Veritas Netbackup.Reduced business risks of delivering untested applications, hardware and technology into production by designing, justifying and implementing a lab environment using Microsoft OS, AD, DNS, HP Enterprise Virtual Array, Veritas Netbackup, McData SAN fabric, F5 Load balancers, Microsoft Virtual Server and VMware. Improved the overall network and device security, user and device management capabilities and reduced user and resource administration labor by 30% by restructuring the antiquated NT 3.51 Active Directory domain to Windows 2000. Designed and implemented the domain controller architecture, OU structure, security groups and administration processes.