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Director of Infrastructure, Director of Operations

Location:
Redmond, WA
Posted:
February 26, 2017

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Resume:

P E T E B A C C E T T I

206-***-****

acyz9s@r.postjobfree.com

summary: Passionate Customer advocate with over 25 years of experience in project management, Operations, customer service, supervisory positions, team and career building, managing labs, T2 and T3 operations for multiple tools\websites\services, implementing and utilizing ITIL practices, owning and driving business strategies, partner relations, and budget.

experience:

Enterprise Infrastructure Manager, 4/2016 to Present ATS, Everett, WA.

• Own and maintain all IT services (Oracle, Email, File Shares, Phones, Network, etc Helpdesk, and Desktop procurement

• Implementing a CRM system (PipeDrop) to help consolidate all customer and internal efforts into a single data source (tool)

• Analyzed and developed a cloud adoption strategy to leverage O365, storage, backup, AAD, Hadoop and other offerings to help with company expansion (multiple locations and scale)

• Own and delivering on several 2016 companywide items; CDM, PDM, WiFi- everywhere, Network replacement, MPLS (quicker connectivity between sites), Conference room reconfiguration pilot, and Printer standardizations. Coached individuals and contributed on Email upgrade, File Server replacements, and Oracle upgrade

• Recruit, manage, and mentored onsite and remote infrastructure personnel to ensure team makeup has proper and balanced skills, clear career paths, defined process’ or procedures, and empowered to take on new challenges

• Collaborating across organizations; at Executive and management levels, to better understand the company’s needs, how to support them, and how to provide better visibility

• Developed Strategies around recruiting, team skills, productivity tools, unified communications (email, phones, texting), virtualization and others

• Continuous improvement initiative which has already reduced costs, matured several services and procedures (shown in the reduction of outages and little to no impact during upgrades since I joined)

• Establishing baseline KPI’s around SLA’s, uptimes, performance, and cost per user models

• Individually developing a companywide strategy to introduce and integrate mobile device technology with big ROI and productivity impacts

• Managing IT CAPEX and OPEX budgets; have already realized saving in both budgets due to above efforts

Senior Technical Program Manager, 10/2015 to 4/2016 Axelerate, Bellevue, WA.

• Took over a project to identify requirements and standards to allow Mac, Android, Linux, and iOS devices onto the corporate network

• Set up Visual Studio online (VSO) and populated all identified work items

• Implemented, educated, and trained the team to move to a Scrum methodology

• Drove sprint deliveries and bug triage

• Partnered across organizations to ensure both requirements and deliverables were well understood

• Created a monthly rhythm of business to send out status reports and engage leadership for blocking issues

Director of Customer Operations, 1/2015 to 7/2015 VoloMetrix, Seattle, WA.

• In this leadership role I owned all internal and external operational systems (VPN, Firewall, IDP, wired and wireless networking, phones, etc services, processes (ITIL) and policies in support of the business and customers.

• Effectively communicated on current efforts, health of services and delivery’s to Executive staff and senior leadership to ensure visibility and alignments

• Continuous measurement, improvement and refinement of the customer systems, processes and policies.

• Creating, measuring and enforcing SLA, compliance, and escalations.

• Customer-facing communication and hands-on project management of customer support processes.

• Measuring and improving VoloMetrix's cost of support per customer.

• Driving the operational compliance program.

• Working with the Product and Engineering teams to design and implement product features and process changes to address bugs, reduce adoption friction, and minimize deployment and maintenance COGS.

• Migrated infrastructure and production environments to AWS services (Virtual machines, Private cloud, block and file storage, load balancing)

• Kicked off an early adoption effort to implement a SaaS SalesForce CRM solution to help capture all customer support and sales engagements

Director of Operations, 2009 to 11/2014 Microsoft Corporation (MS), Redmond, WA.

•Very Strong Project Management skills driving hundreds of short and multi-year projects that were both technical and non-technical in multiple methodologies (Scrum, Agile, Waterfall, etc..)

oDefining and providing requirements and clear roles (owner, stakeholders, etc..)

oAllocating resources and budget

oManaged daily triage meetings to ensure proper resources and priorities were assigned

oMitigated issues by providing technical solutions, implementation or process, or working with stakeholders and partners on appropriate resolution.

oCollaborate across organizations to ensure no technology gaps, understand other’s needs, adoption risks, and ensure the needs and results.

oEnsure expectations are set and understood by all roles

oRegular communications out on status updates, clarify issues and mitigation options, and ensure adjustment to any real time business priority shifts are accounted for.

oEstablished and maintained Key Performance Indicators (KPI) with business partners (what success looks like)

•Owned and maintained entire infrastructure and application stacks:

oDefined, developed and deployed SaaS, IaaS, and Managed Service solutions to support day to day critical business needs used for all Prod Dev efforts (Dev, Test, and prototype). Utilizing both physical servers and several Azure products (virtual machines, Web apps, Cache, Analytics, Storage, AAD, Key Vault, and private networks)

oPurchasing, provisioning, capacity planning, depreciation of HW, SW, and services

oImplementation of servers, SAN’s, network components, etc…

oOwned and drove technology and hardware sustainment and upgrading strategies.

oManage all worldwide Learning and Development (L&D) online training websites, tools, and 18 physical training labs for all Microsoft.

•Created and drove both strategic and tactical long and short term planning (incorporation of technology).

• Recruited, managed and mentored onsite and offshore engineering teams (comprised of up to 125 Dev, Test, support, and Operations disciplines) engaged in the software development life cycle (SDLC) to create, release, and sustainment of 35 projects servicing a wide variety of internal and external Microsoft business partners including HR, L&D, Compliance, Governance, and external regulatory bodies.

•Owned all aspects of support and sustainment of 75 applications and services; Customer support (T1-3), bug fix, release management, and technology and platform upgrades.

• Defined and implemented software engineering process, standards, work flow automation and performance metrics. Consistently meet or exceed individual and group performance targets including standard scope/schedule/cost/quality engineering metrics, services revenue objectives and organizational health goals and other commitments.

• Managed a 20 Million annual OPEX budget averaging approx. 15% reduction and 50% productivity increases annually over past 4 years.

• Create and maintain strong relationships with partners, customers, and vendors to meet business needs, ensure success, and cut through cross company politics.

•Collaborated with partners, stakeholders, and teams to clearly identify what we’re trying to do and the necessary requirements.

• Owned Vendor management establishing and maintaining relationships, contracts, SOW’s, ensuring delivery timelines and quality were met.

•Developed and drove adoption of both technology and business strategies with partners, internal engineering teams, and customers.

• Drove Quarterly Business Reviews (QBR’s) with Executive officers and Senior leadership to educate them on Ops integration earlier in the SDLC, cover SLA’s, and validate current\new strategies.

• Participated daily with Stakeholders and engineering teams to ensure feature deliverables were properly prioritized.

• Created specific MSPoll questions to drive Corp wide metrics around product sustainment support.

• Managed transition and integration of 3 teams and 75 applications/services while improving performance and minimizing resources.

• Created relationships and educated other disciplines (Dev, Test, and PM) on Services and ITIL practices.

• Integrated Ops teams into Product teams for better services and tooling (Agile, Scrum, Waterfall, SDLC)

• Drove implementing BI, technology and architecture into tooling and services for data driven decision (Cloud, SaaS, IaaS, Business Intelligence, Enterprise Software, Services)

• Early adopter of Dynamic CRM 2013 to target and leverage Service and help areas. Ran this on local servers, migrated to a cloud platform, then integrated with the early SaaS offering.

• Participated in the early standards framework of online safety which was later adopted by global governing bodies.

Senior Operations Manager, November 2006 to 2009 Microsoft Corporation (MS), Redmond, WA.

•Took on a leadership position to own the growth of compliance tools and manage 35 applications.

•Managed team growth to 5 FTE’s and 10 vendors which included Ops, Support, and Content Publishing teams.

•Integrated with Dev to drive SDLC and long term strategy around technology and tooling.

•Played a vital role to upgrade the tooling, environments, and land 1000 people within a week to address the DOJ ruling around undocumented API’s.

•Drove Ops metrics adoption through management chain (availability, NSAT, and budget).

SR. Systems Engineer, November 2004 to 2005 Microsoft Corporation (MS), Redmond, WA.

•Converted from Vendor to FTE maintaining same duties.

Release Manager\Service Analyst 2, Feb 2003 to Nov 2004 Solutions IQ, Bellevue, WA. (Assigned to MS PBMT)

•Continuing the same duties from my BGIT assignment below.

•Working with Dev teams to build and deploy internal PBMT applications using .NET, VSS, and VB.

•To create and update documents including server configurations, network diagrams, and deployment processes for each application.

•Implemented ITIL based processes, procedures, and tasks to improve productivity and business values.

•Troubleshoot application and server issues to correct any errors that arise through upgrades, MS security changes, or application changes.

•Maintaining all production, staging, and test environments and servers to keep them compliant with MS security policies and maximum availability for team and users.

•Manage all hardware inventories for the PBMT team.

•Help build new desktop systems and provide troubleshooting for PBMT team’s desktop issues.

•Working with PBMT Project Managers to create application environments and assign servers based off of their requirements.

•Effectively communicate with internal and external team customers via phone and email to quickly inform and resolve issues. Demonstrate excellent customer service skills.

Support Analyst, June 2001 to Sept 2002 Excell, Bellevue, WA. (Assigned to Microsoft BGIT)

•Resolve WAN\LAN connection problems relating to ODBC connections via enterprise software.

•Trouble shoot SQL query performance and make recommendations to tier 3 engineers.

•Follow up on complex inter-application issues resulting from upgrades.

•Monitor network performance during enterprise upgrades.

•Work with engineers in multiple countries to resolve WAN connectivity issue using a mix of Active Directory, SQL, ODBC, and proprietary systems.

•Effectively communicate with customers via phone and email to quickly inform and resolve issues. Demonstrate excellent customer service skills.

•Create and track issues, using internal ticketing software, while maintaining communication that meets with the Service Level Agreement (SLA), ensuring that each reported problem is resolved in a timely manner.

•Participation in both individual and team projects such as documentation, implementation, and support of applications in our environment.

•Use sound problem-solving, judgment and decision making skills to identify and resolve issues quickly.

•Follow outlined procedures and escalation paths to ensure that issues are consistently handled per the set Process Flow, and working with the group to make changes as needed to address events that may occur.

•Use Active Directory, internal applications, and SQL to administer accounts and permissions for Microsoft and external customers.

•Maintain applications running on global network, individually or with team members in multiple countries or locations.

•Ensure resolution of issues and completion of tasks with Customers.

•ITIL training and implementations to establish baselines into current services.

System Administrator, March 2000 to May 2001 Tegris Corporation, Bellevue, WA.

•Perform daily administration of users, shares, Exchange, SQL 7, and web applications in a multi domain NT environment.

•2nd level support for call center issues, working with senior engineers to resolve issues with dialup, DSL, Frame circuits, and routers.

•Assisted in TCP/IP LAN administration for 30 users in mixed Microsoft OS environment.

•Build, maintained, and upgraded systems in a multi-platform environment.

•Work with Cisco and Xyplex routers.

•Support interstate WAN using Exchange, DHCP, DNS, SMTP, TCP/IP and in-house software.

•Tier II support for external customers.

•Evaluate versions of programs for implementation throughout the organization, including both desktop and web based software.

•Load and perform software tests on versions of company's software. Troubleshoot end user issues, OS platform changes, ODBC problems, etc., using multiple software configurations.

•Assisted in design and development of new Call Center Program (In-house program) and new operating procedures to manage code from development, through test, and pushed to production sites.

On Site Network Administrator, October 1998 to March 2000 Saybolt Inc, Seattle, WA.

•On site network administrator: performing maintenance, troubleshooting, repairs, software loading, and system archives or backups.

•Training people on Procedures and all programs in use.

•Testing and documenting errors or needs in new web based systems.

Lead Chemist/Head Metals Analyst, 1988 to 1997 Sound Analytical Services Inc., Tacoma, WA.

•Supervising 2 Chemists and 3 Laboratory Technicians.

•Manage 100+ clients’ ongoing projects: from initial specifications, compliance, and proper paper trail through completion.

•Training people on Procedures and all programs in use.

•Reviewing and signing off on all metals testing results and associated data.

•Purchasing instrumentation and computer parts and reference materials used in testing.

•Maintaining and troubleshooting sensitive lab instruments.

•Provide customer service.

•Monitor inventory control.

education: BS in Information Systems, April 2001

University of Phoenix,

Bellevue, WA 3.85 GPA

Associates Degree, June 1988

Green River Community College

Auburn, WA 3.50 GPA

Personal and professional references available on request.



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