Global IT Operations Manager, Managed Services

Joseph “Seth” Q. Turnbull

406-***-**** ~ ****.********@*****.***

SUMMARY:

Senior International Operations Professional providing value-add deliverables as Global Operations Manager, Managed Services Director, Infrastructure Manager, IT Operations Manager, Senior Network Architect, Senior Network Security Engineer. Proven leadership for sustainable quality in engineering and technology.

• P&L, Capex, Opex Ownership • Business Continuity modeling and planning

• Global Operations

(Event, Incident, Problem, Change MGMT)

• Off Shore Organization Leadership

• Business Models, Strategies, RACI, & KPI • Talent Sourcing & Development

• Product Development • Remote Staff Management

• PMO Strategy, Engineering & Delivery • All aspects of ITIL Service Model PROFESSIONAL EXPERIENCE:

Vodafone – Americas 2013 – May 31, 2017

U.S. Operations Manager – Acting Director (Managed Services) – Owner of all Major Incident, Project Engineering, Improvement, Change Management and Design Engineering. Provided strategic leadership for 168 U.S. associates and an additional offshore organization, which provided full service management of 13 Security Service products and approximately 6,000 devices. Managed all operational aspects of Service Design, Service Transition, Service Operations and Continual Improvement achieving month over month SLA performance and customer service recognition. Provided Business Continuity Planning and Service Model Improvements.

Major Accomplishments:

• Received Director promotion based on service extensions which did not take place prior to end of service offering(s).

• Provided overall strategic vision to the organization in areas such as Structure, P&L, Margin, PKI, Performance.

• Led tactical planning events targeting current customer need with development plan into Strategic vision.

• Directed overall KPI improvement by 21% for Engineering design and 47% for Change Management performance.

• Achieved Profit Margin of 47% to 53% YOY.

• Change Management & Operations Performance, ROI, KPI, efficiency increases from 47% to 97.6%.

• Directed team effort to address monthly average of 2,000+ SRF requests.

• Directed leadership of 6 towers of high-performing, multifaceted team(s) that reached and exceeded goals and SLA's (98.5% right 1st time design, 100% Incident SLA)

• Directed 1st in class Problem Management organization with focus on continual improvement on tactical and strategic issues.

• Hired 160 Technical, Project, Change Management and Reporting staff with 98% retention rate for HiPo’s.

• Integrated 86 India-based workforce into U.S. service team.

• Established “work in / work out” workflow for design and delivery process increasing RFT (right 1st time) engineering design from 47% to 97.6% across the global network teams.

• Establish “Design for Tomorrow” practice. Teams stage work based on schedules vs. crisis management - increased weekend implementation delivery by 21%.

• Lead effort by working with the client SLT to understand need and establish value for PMO. Delivered Project based LCM (Life Cycle Management) - $5M+ net new revenue YOY was realized.

• Directed the reduction and efforts of LCM activities TTD (Time to Deliver) from 12 hours per device pair to 1.5 hours resulting in an 87.5% improvement. This was accomplished through automation and scripting.

• Established trusted relationship with client Sr. Leadership Team(s).

• Established advancement and recognition programs within global teams highlighting the “Vodafone Way”.

• Facilitated program to streamline and greatly improve customer facing KPI reporting which improved relationship and removed ambiguity with the customer(s).

• Took personal lead of all client SLT requested improvement requests and delivered 100% with speed and efficiency.

• Page 2 ~ Joseph “Seth” Q. Turnbull ~ 406-***-**** ~ ****.********@*****.***

• Provided last line leadership for 13 security products, services, process, Event (monitoring), Incident & escalation, engineering design, automation, change management, LCM, Problem Management and Project management.

Merlin Information Services – TLO Kalispel, MT 2012 - 2013 Director, Data Center Infrastructure

Managed daily operations of all projects and staff for IT Operations group.

• Managed PCI-DSS and EI3PA Audit, RISK and mitigation.

• Reduced operations expenses by 52% through creative future business modeling based on customer need and capacity demand.

• Designed Data Center network upgrade with new core route switching, new TOR switching while migrating existing network, VPN tunnels, content switching, and IP routing, Firewalls, Proxies – created 580% increase in capacity and removed all EOL/OES technology.

• Directed the consolidated of physical servers into Virtual servers resulting in a 75% decrease in overall server footprint and increasing capacity by 225%.

• Lead cross team/platform organizational event in order to lower Capex by 15%.

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The TentMaker Trust - Houston, TX / Colorado Springs, CO / Eureka, MT 2004 - 2012 Trust Executive – Director Dev/Ops

Led SaaS, SaaP development teams and multiple global outsource contractors. Designed, implemented and maintained web server farms, OS database servers, and core network infrastructure.

• Managed PCI-DSS Audit, RISK and mitigation.

• Lead SaaS teams in (html, css, xhtml, JS, Php 4, Php 5, RoR, JS, MySQL, Apache, SendMail).

• Lead teams in designing and migrating legacy applications to current standards using the ZEND MVC model.

• Implement billing and payment systems with payment gateways such as Authorize.net, Blue Pay, MerchantPlus, Paypal.

• Deployed Joomla 1.5 and 1.7 based company websites.

• Installed and maintained Linux email servers for over 120 domains.

• Created and maintained DNS for 120+ domains with Bind and outsourced DNS services. WallStreet on Demand - Boulder, CO 2003 - 2004

Team Lead Manager & Network Engineer

Managed 10 direct report IT Professionals and 12 customer support specialists.

• Provided 99.999% up time on client networks for streaming ticker data for clients: TD Waterhouse, JP Morgan, Morgan Stanley, CNBC, and UBS.

• Maintained and installed new IIS web farms (2500+/- servers).

• Researched and created new policies to better improve the performance of IIS 6.

• Researched Firewall and load balance solutions. Project included firewalls from Cisco and CheckPoint.

• Reviewed performance and ease of deployment in the current infrastructure with Foundry ServerIron, F5 BIGIP and Cisco.

• Created a load balance solution for over 2500 IIS web servers. Denver Media News Group - Denver, CO 2003 - 2004

Operations Department Co-Manager & Senior Engineer Qwest Communications – Denver, CO 2003

Consultant, Research Engineer Team Lead

ICG – Denver, CO 2002 - 2003

Contractor, Network Engineer

LVL 3 – Denver, CO 2002

Operations Team Lead & Network Engineer - Convergent Communications Option Investor – Aurora, CO 2000 - 2002

Page 3 ~ Joseph “Seth” Q. Turnbull ~ 406-***-**** ~ ****.********@*****.*** CERTIFICATES & TRAINING

Leadership:

Leadership Essentials, Speed & Trust - 5 Choices, ITIL V3, SixSigma, Lean Technical:

Cisco CCNP+SE+R&N (expired), Foundry Networks Certified Network Engineer (expired), Brocade Certified Fabric Engineer, Juniper Networks JNCIA - JUNO's (expired) – Microsoft MCSE +P (expired) Additional skills:

ITSM Remedy (process & workflow), Business improvement, Business analytics, VIP client relations, Fast paced accurate leadership, Data Analytics, Microsoft Suite, LAN/WAN/Wireless, Routing, Firewalls, Proxies, IIS, Apache, Zend Server, Big Data, SQL Server, MySQL(et-al), Agile Framework, Lean, PHP, HTML, JS, Team building, Team mentoring, App/Dev, Dev/Ops, IT Operations, Professional Services, Managed Services, SaaS, NaaS, PaaS, NaaS, High availability services, Cloud (IBM, AWS, Vodafone), PCI-DSS, EI3PA, ISO, and more.

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