LEADER OF OPERATIONS PERFORMANCE, SERVICE EXCELLENCE, CYBERSECURITY

Areas of Expertise: Cloud Computing, Cybersecurity, Network Operations, Service Delivery, DevOps

Focus Industries: Software-as-a-Service, IT Security, IT Infrastructure Services, IT Managed Services

Senior Information Technology Executive with special ability to turn around and align technology teams to deliver positive business outcomes. Noteworthy service delivery experience to ensure the customer voice is incorporated into strategic and tactical initiatives. Leverage business process reengineering to ensure value is created along the entire technology supply chain. Implement cyber security capabilities without encumbering value creation.

Cloud Computing Microservices Datacenter Migration Service Delivery Customer Support Mergers & Acquisitions Business Continuity Disaster Recovery Cybersecurity Strategy & Operations Secure Software Development DevOps Budgeting & Finance Strategic Planning Corporate Governance, Risk & Compliance

PROFESSIONAL EXPERIENCE

Premier, Inc. – Charlotte, NC

2015 to Present

Healthcare improvement company (NASDAQ: PINC) uniting an alliance of 3,900 US hospitals and more than 150,000 other provider organizations with data on 40% of US hospital discharges and more than $48 billion in group purchasing volume.

Vice President, Chief Information Officer

Recruited to lead the turnaround of corporate IT function to support rapidly growing Software-as-a-Service products and remove obstacles to efficiency for employees. Key Challenges: Resuscitate corporate IT culture, transform IT organization from technical silos to agile service functions, redeploy datacenter infrastructure to meet SLA expectations, establish and mature cybersecurity, consolidate 13 datacenters and relocate main datacenter.

Strategic Leadership

Developed Enterprise Architecture strategy to drive employee productivity, standardization, improve enterprise cybersecurity and cost transparency. Chaired technology and vendor selection committees to maximize effect of $36MM expense budget. Championed outcome-based work model to significantly improve expense ROI. Developed playbook for IT M&A integrations. Developed hybrid cloud strategy to direct migration of applications to public cloud service providers such as Amazon Web Services and Microsoft Azure.

Technical Leadership

Led from the front to re-design and re-deploy datacenter infrastructure to achieve 99.9% SLA requirements. Redeployed Change Management practice, reducing change-related impacts to <2% while accelerating change velocity. Implemented cloud-based collaboration capabilities via Microsoft Office 365, Salesforce, Workday and ServiceNow. Enabled microservice infrastructure with CI/CD automation for speed to market. Demonstrated critical systems management, implementing techniques to allow for relocation of 5,000 servers with no unplanned downtime. Reduced IT service provisioning from weeks to days.

Culture Change & Team Leadership

Understanding that a broken culture has a direct, negative impact on performance, sourced and retained third-party to rebuild values from ground up. Repaired broken trust relationships throughout the business. Personally engaged, mentored and supported high-potential individuals. Championed systems-based thinking, showing team members how to break out of silos and acquire outcome-focused mindsets.

Cybersecurity

Established, operationalized and matured enterprise cybersecurity discipline, leveraging both internal and external resources. Ensured compliance with HIPAA, PCI-DSS, FISMA, Sarbanes-Oxley and SOC frameworks, based on NIST standards. Oversaw technology choice and implementation of defense-in-depth strategy while preserving the fluidity of business. Self-funded most cybersecurity initiatives through overall IT expense management.

Peak 10, Inc. – Charlotte, NC

2007 to 2015

An infrastructure services provider with 26 data centers across the southeastern US, offering colocation, managed services and Disaster Recovery for over 2,500 customer companies.

Vice President, Service Delivery

2014-2015

Regional Director, Service Delivery

2012-2014

Director, Service Delivery

2007-2012

Held a variety of roles with increasing responsibility, ensuring solutions were implemented correctly and that customer expectations were consistently met or exceeded. Direct, hands-on involvement with customer companies from a wide range of industries and of all sizes with varying regulatory and security expectations. Key Challenges: Ensure scalable and predictable service experience for customers. Partner with Sales Engineering and Sales Executives to tailor solutions such that expectations are met. Develop concierge capability to handle implementation and ongoing support of complex customer implementations.

Operations Leadership

Led from the front, demonstrating how to improve effectiveness of work effort through value stream mapping and business process re-engineering. Invested effort to improve the Order-to-Cash function, such that services were installed during the month of signing, on average. Developed Joint Technical Review process to deepen customer engagement and demonstrate value to customers. Improved response SLA attainment to 85%. Reduced monthly ticket volume 25% to 12k. Reduced service provisioning backlog by 50%. Shortened average install interval 33% to 25 days. Reduced backup failures 92% to 150/week.

Sales Enablement

Co-Authored Sales Engineering Workbook to reduce complexity of sales engineering. Created Technical Delivery Management roles to provide dedicated implementation services for complex customer accounts. Created process to review sales pipeline to spot opportunities that carried complexity risk, intervening proactively to reduce risk prior to contract signature. Leveraged customer satisfaction surveys and customer signals based on monitoring heuristics to alert sales organization of potential customer risks early.

Culture Change & Team Leadership

Re-built the culture and re-established the values of six teams across the southeast US to be focused on service and operational excellence, which reflected in greater customer retention and upsell. Invested heavily in development of high-potential staff, including leadership development activities.

Baymountain, Inc. – Richmond, VA

2000 to 2007

A managed services and infrastructure services provider, founded in 2000. Acquired by Peak 10, Inc. in February 2007.

Senior Engineer

2004-2007

Engineer

2000-2004

In this Start-Up organization, I held several roles including design, implementation and ongoing 24/7 support of hosted e-Commerce infrastructures. Worked with a wide variety of organizations from news media, logistics to Application Service Providers. Also responsible for data center operations including management of data center network and facility infrastructure.

Education

North Carolina State University 1994 - 1998

Bachelor of Science, Mechanical Engineering, GPA 3.3/4.0

North Carolina State University 1998 - 2000

Master of Science, Mechanical Engineering, GPA 3.5/4.0

Thesis: Numerical Simulation of the Rapid Expansion of Supercritical Solutions Process for the Deposition of Polymeric Coating Materials

Certifications

Certified Information Security Systems Professional (CISSP)

April 2018 – Present

Certified Cloud Security Professional (CCSP)

September 2018 – Present

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