Amherst, New Hampshire *****
603-***-**** email: firstname.lastname@example.org http://www.linkedin.com/in/mrgregoryjohnson TECHNICAL AND SERVICE OPERATIONS LEADERSHIP
Energetic leader that will provide strategic direction, technical vision and management for mission- critical business support and security services. Exceptional ability to coordinate development, resource planning and customer communications. Lead collaboration between service delivery and engineering teams using DevOps for capabilities development. Vendor selection and infrastructure architecture in concert with all aspects of ongoing operations while achieving customer satisfaction through stable, cost-effective and secure service offerings.
Information Technology Vision
IT Services Support Methodology
Industry Standards Compliance
Azure./AWS Cloud Infrastructure
DevOps Team Building
EDUCATION and CERTIFICATIONS
Master of Science., Major: Computer Science, Rivier University, Nashua, NH USA B.S. Business Administration, Management Information Systems, Nichols College, Dudley MA USA Microsoft 70-533 Implementing Azure Infrastructure Cybrary.it Chief Information Security Officer (CISO) PROFESSIONAL EXPERIENCE
DIGITAL GUARDIAN INC., Waltham Massachusetts July 2014 – August 2018 Director, Managed Services and DGcloud Infrastructure A software and cloud services company providing data loss prevention and advanced threat protection using kernel level agent technology and Big Data analytics to provide data visibility & control capabilities as well as managed security services.
Spear headed migration of technical infrastructure from bare metal co-lo to AWS and Azure Cloud Services of a hybrid environment running on RHEL, CentOS and Windows 2016.
Defined and project managed monitoring and automation programs using Nagios, Ansible, Puppet, Evident.IO and Metricly to scale-ably manage expense and resource budget of $8M.
Reduced monthly Azure spend by $25K (13.8%) through targeted implementation of reserved instances. Reduced AWS spend by $18K/mo through consolation of MS-SQL services. Managed total annual Cloud services spend of $2.8M
Coordinated all aspects of service upgrades though; AMI creation, pre-prod validation, production release cycles and post production validation, all during established maintenance windows.
Direct sales support for multiple RFQ and security audits resulting in +20% YOY service bookings growth 3 years running.
Provided DevOps leadership bringing in-house developed Big Data Analytics platform to become a globally deployed scalable customer facing SaaS service offering with $80M revenue base and efficiently managed cloud infrastructure.
Directed a global staff comprised of security engineers and analysts as well as contract off-shore operations and case management resources which provided 7/24 support, administration and operation of a virtualized cloud security services (SaaS and MSP) operation.
Authored and implemented DRP (Disaster Recovery Plan), Security Policy and procedures, and incident management policy and procedures in alignment with industry standards and compliance requirements.
Facilitated Internal and 3rd party audit and compliance initiatives for NIST 800-171, FedRAMP, SSAE16 SOC2 Type 1 and Type 2, Cloud Security Alliance (CIAQ V3.01), PCI AOC and GDPR CUI compliance.
Defined and implemented case and configuration management and escalation workflows and associated service metrics reporting using Salesforce.com Service Cloud.Jira and Confluence
Defined and implemented a Splunk infrastructure to provide advance analytics and data review capabilities for ATP and DLP services during interim development of in-house solution..
Managed a multi-platform services infrastructure supporting OSX, Linux and Windows customer environments using VMWare, MS SQL Elastic Search, AWS, Azure and Co-Lo with Dell equipment.
Defined Network Data Loss Prevention and End-Point Protection Services Descriptions and SLA commitments as well as methodologies to ensure customer attainment of value and auditable service delivery metrics for availability, response, resolution and communication.
Performed Vendor selection and implemented Rubrik VMware and Cloud enterprise backup solution to support legal and contractual data retention and recovery requirements. BOSTON TECHNOLOGIES INC., Boston Massachusetts May 2013 – Sold March 2014 Vice President Customer Operations and CIO
A financial services company that specializes in foreign exchange (FX) trading technology, software, support, transaction processing services, and liquidity access for a global customer base of retail brokers, institutional traders, small to medium size hedge funds, and other FX market participants.
Directed a staff comprised of 4 Managers and 20+ Trading Systems Analysts, Deployment Engineers, System and Network Administrators, and Customer Account Executives located in Boston MA.
Led collaborative initiative with IT, Engineering and QA to establish platform metrics and deployment standards for network & system performance, Java application servers, firmware and OS upgrades.
Employed use of virtualized LAMP infrastructure throughout SDLC to improve testing effectiveness and release cycle time, using a DevOps approach based on VMware Orchestrator and Puppet.
Designed and coordinated deployment of scalable MySQL, Java and Linux Global Infrastructure in Tokyo, London and Hong Kong using Equinix, Rackspace and AWS to provide localization, performance and availability in support of Asia and Europe business development initiatives.
Facilitated ICP licensing for mainland China Internet access.
Configured, implemented and managed Rackspace and AWS cloud services environment to address localization, staging, testing and service demonstration environment.
Achieved 20% improvement in new customer onboarding capacity by developing workflow automation of configurations, approval and compliance activities on existing Salesforce.com platform. Programming in Visual Force, Python and Shell Scripting for API Integration and deployment task automation.
Coordinated the implementation of Active Directory to facilitate a common access authentication and administration infrastructure which enabled accountability and auditability of the service infrastructure.
Researched and developed technology and capital plans for virtualizing existing bare-metal infrastructure, improvement of global network performance and automation of operations workflows.
Defined and managed cost effective AWS cloud based DRP capability utilizing Veem for VMware platform redundancy.
AKAMAI, Cambridge Massachusetts September 2012 – May 2013 Senior Director Americas Technical Support
Akamai is a leading provider of Security and Content Delivery Network (CDN) Services, with a customer base of over 4000 of the world’s eCommerce, Banking, Digital Media and Technology companies. Managed the globally distributed America’s Technical Support organization providing 7/24/365 support services for a highly technical, Premium, Priority and Standard Services customers.
Directed and developed a staff comprised of 6 Managers and 70+ Technical Solutions Engineers located in Cambridge MA, San Mateo CA, San Jose, Costa Rica and Bangalore, India.
Introduced service quality and training initiatives resulting in the achievement of an 8.7 average out of 10, annual rating on transactional CSAT survey results. (diagnostic tool set, KDB and escalation rules)
Opened, staffed and trained a low cost Technical Support center in San Jose, Costa Rica.
Managed Security Service Provider (MSSP) product support plan development and implementation. Tasks included global staffing plan, services definition, quantification and qualifications, as well as cost and capacity models. This work required close coordination with The Professional Services Team on roles definition and delivery process coordination. Defined software tools requirements.
Defined and piloted addition of TRE (Technical Relationship Engineer) role to enhance customer experience and target technical capabilities to customer specific requirements. (Microsoft,Apple) INVENTION MACHINE CORPORATION, Boston Massachusetts Vice President, Customer Support & Maintenance Engineering September 2011 – Sold April 2012 Invention Machine Corp., Goldfire SaaS semantic search and innovation technologies. Managed global technical support and sustaining engineering including Java, C++ and Linux based Production SaaS, testing & development Infrastructure and 7/24 operations for content indexing and search services. Company was sold to IHS
Enabled 75% reduction in patch development & release cycle through use of Agile methodology.
Achieved 100% forward compatibility of patched modules and functional customizations.
DevOps collaboration between IT, Support and Core Engineering to validate, test and implement the effective use of SSD and horizontal server scaling to address performance issues.
Implemented Hyper-V virtualization to support testing and diagnostic environment requirements. JDA SOFTWARE and i2 TECHNOLOGIES INC., Scottsdale, Arizona June 2000 – March 2011 Vice President, Managed Services, General Manager, FreightMatrixTM FreightMatrixTM was an autonomous business unit providing SaaS Transportation Logistics and Management services using i2 Technologies TMS software suite. i2 was later purchased by JDA Software.
Supported high volume strategic accounts that transacted over $1.5 billion in freight spend annually.
Directed customer solution development and implementation using Agile & i2PM methodologies, while enabling template driven, on time delivery of new functionality and customer go-lives.
Ensured cost and performance scalability through participation as Agile Core Team Member, Program Owner, during the definition, development and introduction of multi-tenant capabilities for the i2 J2EE
& Oracle Enterprise DB, Transportation Logistics & Optimization Software Suite.
89% Improvement of average new customer onboarding timeline from 90 days to 10 days.
Established code escrow capability integrated with the existing CMS to meet service contracts.
Achieved 99.85% availably through early architecture and development cycle introduction of Oracle RAC, session failover, platform standardization, and network fault tolerance configuration concepts.
Facilitated 3 major service infrastructure consolidation, relocation and upgrade projects in 7 years.