IT Manager

Senior IT Manager

Innovative, versatile Senior IT Manager with extensive domestic and international enterprise Leadership experience. Thrive in large, complex roles offering opportunities to apply creativity and innovation towards solutions. Possess exceptional troubleshooting and event correlation skills; strong commitment to customer satisfaction, financial results, personal and professional growth of managed personnel; extremely curious, and an eager learner. Effectively employ innovative technologies including Data Analytics. Professional experience spans broad array of technical support; Account, Project, Help Desk, Documentation, and Vendor management; consulting services to sales teams; Business Continuity/Disaster recovery; audit compliance. Known as a “trusted advisor” and for capably moving “pieces of the puzzle” to maximize outcomes. Consistently attain highest performance ratings and awards.

Professional Experience

Hewlett Packard Enterprise Services – Cincinnati, Ohio 2002 - 2017

Global Service Management Lead – Cloud Services (2013-2017)

Directed a diverse, international Cloud Service Management team supporting 400+ global accounts in IaaS/PaaS environment. Member of enterprise Global Incident and Problem Management Process Leadership teams. Helped define strategic direction of organization’s Cloud Service Management processes - provisioning to decommissioning. Improved customer experience by elevating availability and reliability of the highly-leveraged Cloud infrastructure. Led process improvement efforts for Incident detection, notification, remediation, and root cause analysis. Delivered significant cost control and cost reduction.

Introduced and directed use of Business Intelligence tools/Analytics to significantly improve Incident trend identification and performance metric reporting capability. Greatly enhanced quality of Cloud Enterprise performance data allowing the executive teams to make more informed decisions.

Utilized Six Sigma and LEAN methodologies to improve stability of Cloud infrastructure, and working together with technical teams, achieved a 50% reduction in the number of critical outages/repeat outages, globally.

Restructured organization’s ITIL processes, resulting in reduction of Open Record volumes by 70% and reduced turnaround time for delivery of RCA documents by a factor of 7x while significantly improving quality of those documents.

Effectively managed cost and cost reduction efforts by maintaining or reducing headcount while number of supported Cloud Configuration Items increased by 50%.

Established cross functional collaboration between Service Management and Cloud Infrastructure, Application, and Security teams, effectively closing “open loops” and bringing a level of highly effective integration that had previously not existed.

Americas Regional Service Management Leader (2010-2013)

Served as single point of contact between HPE Account teams and HPE technical

and process teams. Coordinated daily operational efforts within the region. Responsible for tracking and assisting the Account teams with improving Customer Satisfaction within the region.

Coordinated audit activities for Americas Region Account teams.

Established improved “technical bulletin” process to drive enhanced sharing of findings on a regional scale.

Provided Vendor Management for Root Cause Analysis activities.

Reduced service costs as a leveraged resource for regional Accounts.

Operations Manager Project Management (2005-2010)

Directed daily operational delivery of email, Wintel, UNIX, Database, Application, Network, Citrix, Backup, and Storage. Consistently drove process and quality improvements. Performed Contract Management/Compliance, and Service Level Management. Single point of contact for Delivery SOX and PCI Audit initiatives.

Acted as Project Manager for Business Continuity, Disaster Recovery testing, new deployments, and Emergency Data Center Shutdown/Startup procedures

Managed project to deploy storage monitoring utility, and later utilized that utility to identify root cause of intermittent outages, leading vendor to issue a new driver.

Greatly improved customer satisfaction and trust via enhanced SLA/SLM reports.

Partnered with Help Desk to drive improved 1st Call Resolution metrics/SLAs, which provided end users with a better Service Desk experience.

Established License Management process to avoid unexpected downtime due to License expirations. Solution was no/low cost by utilizing existing TIDAL Job Scheduler utility.

Established ITIL Secure Software Library, improving physical security of Software.

Account Delivery Manager (2002-2005)

$20M annual revenue, managed headcount 110+, Contract Management, RFP/RFQs

Awarded HP MVP (most valuable performer) – awarded to highest performers.

Delivered nearly double the target margin. Margin gain driven by automation.

Generated $4M+ in new business from authored responses to RFPs/RFQs.

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