Managed an internal operations team and external SAAS solutions providing workforce management for the field technical operations, plant maintenance, dispatch teams and customer care.• Served as liaison for the Information Technology department to other internal teams and provided project management to deliver IT solutions to the 2000+ staff utilizing the workforce management systems.• Managed vendor partnerships, contract negotiation and maintenance and support escalations.• Guided nine-month solution evaluation and selection process for replacement of the workforce management system.

Service ownership for customer email platform. Managed database operations team and served as primary contact for internal teams needing IT services.• Directed Oracle database administration team supporting internal applications, data warehousing and business critical data analysis.• Handled technical project management and process design and administration for Operations Support Services, Data Warehouse, Network Design and Network Operations groups for IT services.• Developed a comprehensive redesign of the customer email platform.

Directed the customer email support and abuse prevention teams.• Provided oversight and leadership for staff supporting the 1,200,000 mailbox customer email system.• Improved change control and operational processes to stabilize the customer email environment.• Designed and implemented system monitoring and alerting tools.• Maintained contracts, support renewals and vendor relationships.

Managed system builds and changes for the corporate SMTP infrastructure supporting 180,000+ messaging and collaboration users. Led process improvements to streamline messaging support and operations. Guided anti-spam, anti-virus, malware and content filtering mail systems from design to installation which blocked 4.8 million connections, discarded 2.8 million spam messages and delivered 1.5 million emails per day. • Managed and enhanced the Big Brother monitoring system in order to provide a simple web interface and a rapid response paging service for over 200 critical points within the complex messaging infrastructure.• Mentored and trained inexperienced junior staff which equipped them to contribute and excel as competent, independent thinkers within the team.• Scripted automation tools and utilities to assist in daily operations. Inefficient processes were improved leading to enhanced data analysis, faster reactions to problems and a time reduction of over 90%.• Configured, deployed and supported Proofpoint email appliances and Voltage Email Encryption systems across multiple data centers providing exceptional fault tolerance and service availability.

Supported Lotus Notes and the SMTP infrastructure which provided spam, virus, malware and content filtering for 180,000+ users in 8 geographical regions. Provided expertise for Proofpoint email appliances and Voltage Security email encryption for the backbone of the company messaging systems.• Co-founder and moderator of company wide support and information forum which provided a framework for better communication between field techs and the Messaging and Collaboration teams.• Identified an outdated contract and facilitated its removal from the budget saving the company over $70,000 annually.• Provided 3rd and 4th level support for Lotus Notes client issues with a focus on teaching and empowering lower level support staff to resolve more problems independently.• Automated the tedious manual task of transferring system data to daily status reports. Achieved error free reports with zero omissions and saved over 368 hours per year of staff time.• Coordinated a cross-functional team and identified the root cause of a multi-day service outage which resulted in new corrected processes for network hardware deployment.

Evaluated products and designed solutions providing messaging and collaboration services to the company with strict attention to efficiency, availability and sustainability of systems and processes.• Migrated 2600+ user accounts on 1800+ desktop machines from GroupWise to Lotus Notes. Designed and led the migration which was completed successfully in exactly 120 days.• Directed and evaluated contract employees ensuring adherence to company policies and procedures while delivering consistent high quality results.• Provided solution design for integration of new applications into the existing SMTP environment to enhance functionality and support of company systems.

Supported the Novell GroupWise system and facilitated multiple version upgrades from 4.x to 6.x. Provided top level support and administration of 17 servers, 4 domains, 14 Post Offices and 3 gateways for a 2600+ user environment. • Trained field support and help desk analysts in advanced troubleshooting techniques which increased first contact problem resolution.• Created a custom monitoring system to provided early warning of email system problems and enhance service availability.• Member of select team that performed HIPAA risk assessment, remediation and policy changes to ensure company compliance with regulations to reduce exposure to financial penalties.

SELL & MELTON, LLP, Macon, Georgia 1996-1998Attorneys at LawNetwork AdministratorEffectively monitored and maintained all computer systems for a 60 user law firm. Responsibilities included desktop and printer configuration, Novell server maintenance and backups, GroupWise system administration and network and user support.• Upgraded 50+ desktops from DOS to Windows 95.• Redesigned network printing environment to improve utilization and reduce cost.