Support a select number of education institutions with their digital transformation, helping to build effective and efficient institutions both operationally and through teaching & learning delivery to improve student learning outcomes. Work closely with institutional CIOs, positively positioning the broad range of Microsoft technology platforms and applications to support the goals of the institution, improving the customer experience, and helping reduce costs.

Foster long-term relationships with customers, ensuring they maximize the value of their Microsoft investments. Guide them through their digital transformation journey with a focus on customer satisfaction and success.

Oversaw design, deployment, management, maintenance, and performance of all end-user computing and IT support services. Budgeted annually for ongoing operational costs and projected capital expenditures. Oversaw software license, maintenance contracts, and adherence to SLAs. Managed corporate intranet, call center applications, and provided guidance and implementation of tools to enhance the customer experience. Managed teams resolving 4,000 tickets with SLAs above 90% and performing annual computer refreshes of 250 to 350 computers. Worked on product selection, negotiations, and acquisition of security products to provide increased security for email and web surfing as environment extended beyond the boundaries of the data center.• Led product selection, design, and implementation of new contact routing method using CT Suite and webservices to utilize data in backend ERP system for call and email routing.• Led selection and contracting with KnowBe4 for security training for all users.• Led vendor selection, negotiation, and implementation of new Calabrio cloud-based call and screen recording solution for contact centers.• Negotiated new telecommunications contact to position for transition to SD-WAN and SIP trunks, expected to result in annual savings of more than $200,000.

Assisted in planning and implementing entire divesture from BIC. Oversaw IT contracts, negotiations, renewals, budgets, and licensing. Represented IT department in projects related to HR as part of transition.• Completed successful carve out of BIC Graphic in under six months, requiring domain creation, migration of 2,200 users and computers, and rebuild of company intranet.• Championed migration of email and storage from on-premise servers to Microsoft Office 365.• Represented IT department in vendor negations for new contracts needed as part of sale, with key services including employee benefits, payroll, and license transfers for software and services.• Consolidated three legacy timekeeping systems to one using Kronos Work Force Ready.• Led implementation of Sympho.• Implemented PING Federate for Oracle EBS, Kronos timekeeping, and IT helpdesk. Allowed users to use active directory password for systems not integrated with AD. Reduced password reset calls to helpdesk by 10%.

Led global team of network engineers, system admins, and helpdesk consisting of 20 company employees and additional contractors. Implemented standards for security, server, and computer acquisitions and deployments. Consolidated purchasing contracts, redesigned networks, and played a key role in Oracle EBS implementation. Managed Avaya phone system and call center, including consolidations and upgrades covering more than 2,000 users. Consolidated, moved, or closed eight facilities as part of M&A and production alignment efforts.• Acted as infrastructure module captain for global ERP project with ultimate budget of over $30,000,000.• Led computer infrastructure changes as part of two major acquisitions, increasing physical locations globally for division from two to over ten.• Reduced combined expenses from over $10,000,000 to under $8,000,000.• Moved storage in primary data center from traditional SANs to Pure Storage flash-based SAN. Reduced latency in heavy I/O operations by more than 50%. Consolidated SANS and implemented Pure’s de-duplication technology, resulting in $218,000 maintenance savings.• Managed upgrades and replacements of phone systems and consolidation of contact center into one platform, resulting in savings of $3,100,000.• Moved Oracle EBS from Oracle hosting facility to in-house data center, resulting in cost savings of $900,000.• Implemented helpdesk model, including outsourcing 24x7 support, for first-line ticket logging and troubleshooting.• Increased SLA of overall IT department from below 75% adherence to 87%. Consistently recorded above 90% adherence to SLAs. • Transitioned from company provided cell phones to BYOD. Implemented AirWatch for mobile device management in support of initiative.• Replaced Oracle COD IVR with Avaya Experience Portal in less than 60 days.

Managed team of system administrators, network engineers, and helpdesk. Planned, negotiated, and directed installation and support for all communication systems. Consolidated phone systems into single Lucent (now Avaya) platform, increasing call center call answer rates from less than 50% to 95% within SLA less than two days after cutover. Implemented server virtualization to increase usage of physical hardware and improve flexibility and reliability. Implemented Citrix to allow offshore resources to have access to all infrastructure needed to complete order entry, saving over $1,200,000 annually. Implemented Avaya Contact Center Express, increasing efficiency to avoid adding staff while increasing sales more than 10%.

Preformed administration and support for servers, networks, and end-user computers for over 400 users. Maintained optical jukebox for near line storage of order data. Led conversion from Windows 3.1 to Windows 95 and later Windows 2000 & XP. Upgraded serves from NT 3.5 and 4.0 to Windows Server 2000. Migrated art department from MACs to PCs, increasing efficiency by over 10%.

Supported network infrastructure and user community of over 200 users across three facilities. Managed servers, networks, backups, and user workstations.

Managed day-to-day system operations of Nashville Branch office and subsidiary locations. Oversaw installation, maintenance, and troubleshooting of computer systems, training of end-users on effective use of technology, and data analysis/dissemination for use in management decisions relative to attainment of branch objectives.

Inside Sales and Computer Support, 1989-1993. Control Cabinet/Oil Instruments Assembly, 1985-1989.