Service Management

Douglas M. Sheley

* ******* **** *********, ** **047 215-***-**** *******.******@*****.***

Motivated, Data Driven, Hands on Information Technology Executive with 18+ years of experience. Expertise with advising executives on transformation, staff and stakeholders on the company's technological vision, opportunities, and technical challenges. Has an outstanding track record in fast-paced organizations for driving operational excellence. Possesses outstanding people management skills including the ability to build and manage distributed teams to coordinate and prioritize key deliverables.

Methodologies:

Enterprise Infrastructure

Cloud Computing (AWS)

DevOps

Software Development Lifecycle (SDLC)

System Architecture

Project Management

Agile Development

Disaster Recovery

Application Performance Monitoring

Business Management:

Information Security

Mergers and Acquisitions

Shared Services

Matrix Environments

IT Service Management

Data Center Operations

24x7 IT Operations (SaaS/On-Premise)

Vendor Management

Change/Release Management

Platforms:

Servers (Unix/Linux/Wintel)

Software As A Service (SaaS)

Infrastructure as a Service (IaaS)

Platform as a Service (PaaS)

Infrastructure as a Code (IAC)

Active Directory

Data Storage Arrays

Database Administration

LAN/WAN design and implementation

Desktop Support Win 95 – Win 10

Virtual Infrastructure

Docker/VMware/Citrix

Call/Contact Center

Recent Accomplishments

Recruited to drive the Transformation of VNSNY’s on-premise Applications and Infrastructure to a Cloud hosted (AWS) solution. This included re-defining operating models for DevOps and building financial models to show savings and used to communicate to the executive committee.

Inherited a $2MM Telephony budget overage upon starting with VNSNY. Through analysis, planning and hard work, we removed this deficit and finished the fiscal year on budget.

Modernized on-premise Contact Center Infrastructure by migrating to a hosted Enterprise Contact Center solution (Evolve IP), Saving VNSNY $600K per year.

Responsible for $1.6MM budget for Design, Implementation and Coordination of office relocation for 1500 users.

Director of Cloud and Infrastructure Services

Visiting Nurse Service of New York, NY 3/1/17 - Present

Visiting Nurse Service of New York is the largest not-for-profit home and community-based health care organization in the United States, serving the five boroughs of New York City, Nassau, Suffolk, and Westchester Counties.

Responsible for Transformation from a traditional on-premise infrastructure to a Cloud First Methodology. Currently providing Enterprise class Healthcare infrastructure services throughout the greater New York City area for 21 primary and 25 secondary sites. These services include, SaaS, Collaboration and Communication applications (O365), Telephony, LAN/WAN, Wireless, On-Premise Computing, Cloud Computing, Databases and Storage, Application deployment, Primary and DR data centers, Mobile technologies and Support.

Responsible for providing Healthcare applications, Telephony, Mobile device management and Infrastructure uptime and availability to 12,000+ field clinicians providing home health care services to over 40,000 patients daily.

Oversee Enterprise operation of VNSNY’s technology infrastructure, including; Operational SLA’s, Networking, Primary and Backup Data Centers, Application Deployment, Systems Software Support, Data Management, Telecommunications, Security / Compliance, Disaster Recovery, BCP, Desktop Engineering, NYS Medicare and Medicaid data, Customer facing applications and Internal systems.

Envisioned and led a Multi-year transformational project to migrate on-premise hosted applications to the AWS cloud and shut down two Data Centers. As project sponsor, I acted as the AWS Cloud Coach, responsible for resolving project blockers, breakdown complex challenges, generate and implement standardized and repeatable processes. Led design and buildout of new cloud infrastructure utilizing Agile development, optimized cloud deployments utilizing CI/CD pipeline, introduced hosted code repository ensuring SDLC processes are utilized. Converted and optimized multiple applications used for batch processing and data movement to a single service. Migrated IBM web application services to Micro Services and replaced costly IBM products with AWS services. Converted traditional relational databases to RDS to optimize cost, drive vendor consolidation and minimize support requirements.

Migration project scope included; Architecting a new VPC infrastructure to accommodate VNSNY’s new hosting strategy, refactoring and or transforming applications, Oracle and SQL Databases, Informatica and SAS ETL processes, MainFrame, Windows VBlock and AIX Flex Hyper Converged Infrastructure (HCI), Application Integration (API and Web Services), WAN connectivity, SAN Storage, Data Archival for HealthCare Compliance, Hardware and Software Contracts and Financial implications.

Create and drive overall cloud support strategy for the enterprise including DevOps and cost-efficient solutions utilizing best practices. Transformed an Infrastructure support team of 25 resources to a DevOps team of 10. Redefined roles and responsibilities including a training roadmap that allowed the team to become crossed training on all new technologies being utilized.

Led Telephony project to optimize VNSNY network which resulted in cutting $2.2MM out of the Telephony budget in the first year. This was accomplished through vendor consolidation, network analysis, standardized services, and collaboratively working with technology peers and business leaders to define their IT operational strategy.

Responsible for generating new processes for DevOps work intake and infrastructure support including; Incident, request, problem and change management for the Enterprise, including communications for maintenance windows.

Envisioned and Lead the Modernization project to migrate VNSNY’s on-premise Contact Center Infrastructure and phone system to a hosted Enterprise solution (Evolve IP), Saving VNSNY $600K per year. By Implementing IVR, Screen Pops, Robo calling, Omni channel functionality and Enhanced Reporting we increased Revenue opportunities for the Enterprise.

Responsible for $1.6MM technology budget for design, implementation and coordination of office relocation. This move included new Switched Infrastructure, Routers, Fire Walls, Internet and WAN circuits, VPN access and Wireless. Also charged with coordination of 4 separate moves totaling 1500 users, completed with minimal disruption.

Manage multiple vendors in a Matrix environment, Own vendor relationships, create, review and manage Scopes of Work (SOW) and accountable for Contract review and acceptance

Director of Cloud Infrastructure and Operations

Dodge Data and Analytics Hamilton, NJ 10/31/14 – 02/28/17

(S&P Global sold the construction division and it was rebranded as Dodge Data and Analytics)

Dodge Data & Analytics is SaaS service for the Construction industry that provides contractors, manufacturers and distributors with access to the most accurate and up to date data of construction projects in the industry.

Responsibilities include developing, maintaining and deploying strategies for all aspects of eCommerce technology infrastructure including Cost Management, Disaster Recovery, BCP, Servers, storage technologies, virtualization technologies, backup systems, end-point security, patch management and end user computing.

Effectively led migration from McGraw Hill datacenter to the AWS Cloud. Utilizing multiple teams to plan, build and deploy an Enterprise Infrastructure to facilitate Dodge’s separation from McGraw Hill. This transformation included Infrastructure, Databases, Applications, ERP, CRM and other Internal Systems.

Directed the daily operations and strategy execution of the DevOps Team that designed, implemented and supported numerous web applications utilizing proactive monitoring technologies. Evaluated software and design methodologies for product and project applications and selected the best solution to meet design and performance goals of Stability, Scalability, Supportability, and Security.

Cut cost and created efficiencies while hardening our AWS Cloud infrastructure by creating a Virtual initiative to consolidate infrastructure utilizing Docker Containers for Micro services and utilized SaaS providers to host internal applications. We also implemented intrusion detection, application performance monitoring and threat detection to minimize risks for Dodge’s SaaS applications.

Own and Direct the deployment, monitoring, maintenance, development, upgrade, and support of technical platforms, including software, Change/Release Management, integrations and infrastructure upgrades in conjunction with business process owners and infrastructure teams. Introduced log aggregation software (Sumo Logic) across the enterprise to help expedite incident resolution. Created proactive operational dashboards (Sumo Logic) to monitor live Web traffic transforming Dodge’s application alerting.

Reduced operating cost, improved operating efficiencies and decreased incident resolution times by transforming an off-shore support team of 36 consultants and FTEs to a SaaS support service model incorporating DevOps methodologies. Charged with building and managing two proactive off shore teams; a 24x7 NOC monitoring team which is responsible for monitoring and alerting for our customer facing applications along with an application support team responsible for customer facing application incidents.

Develop, manage and present IT metrics, reporting and performance against product commitments (ROI). Responsible for managing the infrastructure annual operating and capital expenditure budget for IT. Created and Implemented policy and procedure to minimize infrastructure sprawl and help manage AWS run rate.

Manage a team of off shore developers utilizing Agile methodologies and worked with product scrum groups and participate in Scrum of Scrums. Manage multiple vendors in a Matrix environment, Own vendor relationships, create, review and manage Scopes of Work (SOW).

Implemented a new instance of ServiceNow for the Enterprise (ITSM tools), Generated new processes for technical operations (Incident, Request, Change and Problem).

Director of Technical Operations

S&P Global (formally McGraw Hill Financial) Hightstown, NJ 4/1/2012 – 10/31/14

Responsible for operational support including; monitoring/alerting, NOC services and escalations, networking services, security, OS level, web services, database services and 24x7 application support for a matrix environment.

Managed a team of off shore database administrators to Maintain and Support critical Informatica ETL processes and data feeds between Oracle, SQL and MarkLogic databases. These processes where responsible for updating our SaaS product on a daily basis.

Implemented metric collections which created visibility on the costs for requests and incidents per application. This enabled the team to target where to make improvements and insure they had the capacity to take on support activities for new products.

Spearhead process improvement throughout McGraw Hill: In the first three months with this role, we reduce support calls for one legacy application (history load) by 80% via process improvement. Created Release Management procedures and policy which contributed to reducing software defects by 40% in the first 3 months. Executed release process so that product changes can be scheduled with minimal conflicts and executed with minimal interruption to customers.

Lead, coached and mentored the Tech Ops, IT and Application support teams, created an environment for success and results, remove impediments and drives cross-team collaboration. Created training initiative to enhance process improvement for the support teams. Collaborated with vendors to acquire ITIL V3 training for on shore and off shore Application Maintenance Support teams.

Responsible for working with business team to detail, document and implemented SLA’s for our hosting partners.

Migrated all remote offices from MPLS to Ethernet, saving ~$75K annually while increasing bandwidth by 3x.

Responsible for transitioning IT vendor from internal group to ITO vendor (Atos). This included determining what managed services will be utilized and how to measure their effectiveness. Also, required to coordinate and measure service delivery for service desk, desktop, servers, networking and NOC.

Manage several on-shore/off-shore technology vendors including Global Operations & Infrastructure, Information & Media’s shared services group, global shared services, business process outsourcing (BPO).

Work History

The Brickman Group, Ltd. Langhorne, Pennsylvania Director of IT Infrastructure and Operations 10/2002 – 4/2012

IntraPrise Solutions Newtown, Pennsylvania Systems/Network Engineer 7/2001-10/2002

Thousand Islands Central School District Clayton, New York Network Administrator 7/99-6/2001

Geographic Internet Services Company Clayton, New York Assistant Network Administrator 7/98-7/99

Military experience

US Army Fort Bragg, North Carolina 82nd Airborne Division – Honorable Discharge

Educations

MCSA - Microsoft Certified System Administrator

ITIL V3 – IT Service Management

Green Belt – Lean Six Sigma

Bachelor of Applied Science, Manufacturing Technology

Associate of Applied Science, Computer Information Systems

The University of Advancing Technology, Phoenix, AZ

Associate of Applied Science, Individual Studies (Mechanical and Architectural Drafting)

SUNY, Canton College of Technology.

Contact this candidate