Regional Service Operations Manager

Thiron Barr, ITIL ® EXPERT, PPO, PMP

**** *. ******* **., *******, WA 98122 404-***-**** **********@*****.*** www.linkedin.com/in/thironbarr/ EDUCATION: BS Computer Systems Management, Johnson & Wales University, Providence, RI. CERTIFICATIONS: ITIL ® v3 EXPERT, Planning, Protection and Optimization (PPO), PMP - Project Management Professional GLOBAL INFRASTRUCTURE LEADERSHIP, IT SERVICE and PROGRAM MANAGEMENT Expertise in Secure Data Center, IT & Network Infrastructure Services Transformation Execution

Work closely with business leadership shaping improvement agendas and strategic direction; identify key challenges; manage multi-year budgets up to $90 million, cross-functional relationships, 85 resources on/off shore, metrics, and suppliers to continuously improve and deliver Global Infrastructure and Enterprise Critical Systems transformation initiatives.

Lead Global Infrastructure Engineering and Operations organizations to deliver secure Data Center, IT and Network Infrastructure optimization and stabilization through global service delivery, operations and process excellence. KEY STRENGTHS

● Budget Development and Cost Optimization

● Global Multi-Site IT Infrastructure Operations

● Services Supplier/Partner Negotiation

● Due Diligence, Integration and Synergies

● Multi-Cultural High Performance Team Leadership

● Program Rationalization and Process Optimization

● Strategy Development, Governance and Execution

● Infrastructure Projects Prioritization and Maximize ROI PROFESSIONAL EXPERIENCE

VIX TECHNOLOGY, Seattle, WA ● 2018 – Current

Americas Regional Service Operations Manager – Leadership role responsible for AWS Cloud, Data Center and Security Infrastructure Compliance, Systems Operations & Support, Field/Equipment Services, Service Desk; and Service Assurance

(Policy & Process) and Delivery. Globally providing Follow the Sun support, 24x7 availability, Disaster Recovery and local capacity of Vix Next Generation As A Service customer transportation solutions ensuring customer SLA and KPI delivery. AXIS CAPITAL – Hornet Staffing CONTRACT ● 2017 - 2018 ITIL Capacity, Demand and Event Management Process Owner - Responsible for governance and managing processes and operations of critical Global IT Infrastructure; Azure Public Cloud, data center, networking, network security, servers, VMWare, storage, and other resources in partnership with outsourcing suppliers. Drive Demand Management IT Project Delivery.

Develop capacity plans to support demand growth and service delivery; continuously improve and align processes and tools with best practices. Accountable for process roadmap, execution, governance, compliance and problem escalations.

Design and continuously improve KPI’s performance; cross-functional capacity planning, alerts, utilization and performance reviews, proactive trend analysis, demand and capacity forecasts, and implement service improvements. Identify and remediate risks and issues; and highlight cross functional dependencies to drive a positive business impact. BIRCH COMMUNICATIONS, Atlanta, GA ● 2015 - 2017

Director Network Planning – Drive the strategy to attain network profitability, including Technology, Product and Service Strategy alignment; Managed Network (including Collocation POPs) Availability, Capacity, Demand, Telecom Expense Management, Financial Analysis, Broadsoft VoIP Software Licensing, Supplier Relationships, and SLA/KPI reporting to optimize Network Services performance and economic value. CAB Member. $6M annualized CAP/OPEX cost savings. Network Engineering PMO - led Network Planners and Project Managers in integrations, migrations and cost optimizations projects definition, planning and execution; artifacts, standards, roadmap, governance, reporting, and portfolio prioritization.

Broadsoft Total Cloud PBX, NNI Products implementations and DDOS Projects.

Primus Integration Program Manager – Led post acquisition integration synergies of $1.2M cost savings including Data Center, Network, NOC, IT Help Desk, Server and Tier 2 SIP Support and eliminated offshore support resources contract. FISERV, Norcross, GA ● 2012 – 2014

Director IT Monitoring Operations: Accountable for 6 direct reports, 80 FTEs on/offshore in 8 Data Centers. IT Monitoring Service Owner - Drive Roadmap initiatives for Prod/Dev/QA Environments 24x7 Global Monitoring (Ticket, Triage & Escalation) for Distributed, Midrange, MF, DB, Applications and Facilities across 60 BU’s. Remedy, Spectrum, Interscope and Sitescope.

Event Management Process Transformation – Drive Tools Refresh and Enrichment (auto ticket, suppression, correlation, and chronic issues) increasing Severity1/2 Detection Rate from 15% to 60%. Drive Help Desk, Incident, Problem and Release Management leaders RCA and issue resolution, and BU Releases to continually improve KPIs and OLAs. INGRAM CONTENT GROUP, LaVergne, TN ● 2010 – 2012

Director IT Open Systems and Telecommunications: Motivate 8 direct reports, 35+ FTEs in North America and Europe, multi-discipline Infrastructure Services Engineering and Operations teams including Desktop Support, Network Engineering, Telecommunications, Server and Storage Administrators, Information Security and Project Managers to Plan/Design/Build/Run multi-site mission critical 24x7 IT environment transformation initiatives, including acquisitions and 9 BU’s integrations. Thiron Barr, ITIL ® EXPERT, PMP ● Page 2 ● **********@*****.*** Sr. Global IT Infrastructure Program and Service Management Leader Career Highlights (cont.) INGRAM CONTENT GROUP, LaVergne, TN ● 2010 – 2012

Infrastructure Services Scalability Strategy and PMO Leader managing $10M annual CAP/OPEX budget; hosted the Demand and Capacity Planning meetings. CAB Member. Tools: ServiceNow, SolarWinds & EMC Unisphere.

VPG IT Integration Program Manager. Assessment and Stabilization plan and post acquisition integration execution for Data Center, Backups, Email, Servers, Network and Telecom systems, software licensing, and IT Help Desk support. Significantly reduced 3rd party vendor support contracts cost.

Data & National Distribution Centers Transformation Program Management of resilient, scalable, secure and cost effective Plan/Design/Build/Run IT Infrastructure Projects. CIO/Board business plan and investment approvals. Customer demand and roadmap alignment. Multi-vendor platforms system architecture and High Availability design standards. Managed project communications, reporting, resource prioritization, decisions, issue/risk mitigation, corrective actions, and critical success factors.

Network Re-Design Program overhauling LAN/MAN/WAN/WiFi resulting in 99.99% End-to-End Availability. o Server Consolidation 65/35%; Dell, HP Blades and Virtual Server Migrations, VMWare: 3.5 - VSphere 4.0. o Distribution Centers Wi-Fi network expansion & Terminal Devices upgrades. o 6 Bldg. Campus MAN - OC48 & 10G SONET Self Healing Rings and MetroE Installations. o Riverbed Steelhead WAN Optimization; F5 BIG-IP GTM, LTM & Edge Gateway Migrations. o Cisco Data Center Nexus 7k/5k/2k Core/Access/Rack Switches. ASA 5580 FW/VPN upgrade. o Load Balanced Internet to Tier 1 ISPs - ASR1004 Routers with Burstable Circuits (2x300M/600M & 2x600M/1.2G.)

Developed and executed a comprehensive multi-year Storage and IT Continuity/Disaster Recovery Strategy. o Consolidated 5 disparate Storage Platforms and replication of 2 PB block and file level data onto EMC VNX 7500

& 5500, Isilon IQ OneFS NAS and Data Domain 860 & 670 Data Center & Recovery Site systems. 5 yr Storage & Backup Solution purchased for maintenance cost of exiting HP EVA Platform and -$0.51 reduction in Cost/GB. o Lead cross functional team - Internal Audit, BU’s, IT, Facilities, and solution partners’ to deliver a multi-year DR Site Build out strategy and plan. BIA, assessments/gaps of As Is requirements definition and transition criteria To Be, facility analysis, storage and backup, and selection warm to hot site design; purchasing priorities, implementation milestones including testing, data migration, and continuous operations cutover process.

Created IT Security and Disaster Recovery Team – Served as the DR Exercise Incident Commander. o Responsible for access, audit findings response, remediation and compliance strategy. Developed guidelines to maintain (data, network and systems) CIA posture. Vulnerability Scans risk priority, remediation and validation. Email/FW/Network/Web metrics review, incident analysis and response. Develop company-wide Email policy.

Led 9 Domains Exchange 2007 – 2010 Migration & Consolidation Project - 9 BU International Company Active Directory. Implemented Mimecast Public Cloud Email Archiving, Security and Continuity Solution. Reduced Exchange Administrators 50% and created a Messaging Team.

90% P1/Sev1 Incidents Reduction: IT environment assessment (metrics, process/procedures, resource capability, systems, tools, and support contracts.) Improved IT service delivery with ITIL Availability (HA designs and eliminated critical IT Services SPOF). Established Capacity metrics reporting, Event/Monitoring parameters and thresholds alerts tuning and 3rd iGLASS Party Monitoring of Critical Infrastructure components. Improved Problem RCA and problem-solving best practices, and audit validation of Change Management process compliance. InComm, Atlanta, GA ● 2009 – 2010 (Returned to Ingram, Director Open Systems & Telecommunications role above) Senior Manager Network & Telecommunications: Lead 10 FTEs in plan/design/build/run of Global Network, Telecom, Video and Wi-Fi infrastructure for multi-site mission critical 24x7 shared service environment with 99.99% availability. Assess network readiness, incidents response, performance, risk, security, stability, scalability, and remediation based on Cisco best practice and ITIL v2 Availability, Capacity, Change (CAB Member), and IT Service Continuity Management.

Writing FW Rules, ACL and opening Ports for Customer Services and Applications; Amend Internet Usage Policy; NOC 2nd level support escalation and DR site build out. Cisco 6509/6513 DMZ/Core Switches, 7204/7206 Routers Customer FR Implementations. Tools: Big Brother, Heat, SolarWinds and Splunk.

I3 Interactive Intelligence (CIC) VoIP/PBX, fax, email messaging systems administration, CTI and licensing; Office, Contact Center migrations and Disaster Recovery; international CC IVR, screen capture, call recording, workforce management and encryption software installations and multi-site call routing to remote CC and At-Home agents. Thiron Barr, ITIL ® EXPERT, PMP ● Page 3 ● **********@*****.*** Sr. Global IT Infrastructure Program and Service Management Leader Career Highlights (cont.) InComm, Atlanta, GA ● 2009 – 2010

Cost Optimization Projects: 25% reduction Smartnet contract, $380k reduction MRC circuit disconnects, $800k reduction FR/MPLS migration and 74% annual savings WAN & Wireless Telecom Expense Management RFP.

Network Security Remediation Program (Compliance with CISO directed Network Security Remediation’s) o Secureworks MSSP Implementation – Select devices, network ranges and services to be managed and monitored. Coordinate inspector, logvault and syslog installations. Develop NOC playbook and Incident Escalation Procedures. o PCI DSS and SAS-70 compliance compensating controls, auditor artifacts, test procedures, documentation

(configuration, diagrams, systems logs and rules.) Certificate management and renewal Process Owner. o FireWall Consolidation Project (Juniper NS204, NS208 and ISG2000; Checkpoint VSX, and Cisco ASA5000.) o IMPERVA Web Application FW, Cisco IDSM-2 and Wireless Control System (WCS) installation Projects. The Coca-Cola Co. - JETT BUSINESS TECHNOLOGY CONTRACT ● 2006 to 2008 Global Network Program Manager - Simultaneously Managed Network Refresh, Offices and Bottling Plants Migration and Relocation Projects for 51 sites in Latin America & Africa.

Develop project plans and budgets, and shared service chargeback’s with Regional CTOs and Architects based on ITIL v2 Service Level and Financial Management. Led DMVPN router, Vmail Hub, Radius/TACACS implementations; Ericsson, Nortel and Siemens IP PBX installations and FR/MPLS (Data, VoIP and Video) migrations. Submitted BU Firewall RFC.

Managed Orange Business Services deliverables - implementing resilient and scalable Corporate Networks (Cisco Routers and Nortel L2/3 Switches to eliminate SPOF and topology complexity) migrations, upgrades and office relocations.

Manage global (ATM, DSL, FR, IP/VPN, ISP, Metro-E, MPLS, MW, Radio, Satellite and VSAT) circuits’ budget, monthly capacity planning process, annual cost savings and bandwidth optimizations with ProactiveNet tool.

Improved 24x7 mission critical sites Network Monitoring process to reduce MTTR. LEVEL 3 COMMUNICATIONS, Atlanta, GA ● 1995 to 2005 (Acquired Genuity Solutions, Inc. 2003)) Service Management Director (2004 to 2005): Customer technical liaison driving continuous network performance, support and vendor management improvements (chronic analysis, diversity review and survivability options) for DSL, FW/VPN, Colocation, Hosting, and VoIP Managed Services. Responsible for defining and manage SLA performance metrics, communications, risk mitigation, issue resolution and escalations. Tools: ProClarity and BMC Remedy. Senior Project Manager (2003 to 2004)

National DSL Network Stability (SIP) Service Improvement Program: o Circuit & DNS Migrations - Reduce SPOF upstream router outages and reported weekly on circuits capacity utilization; implemented a scalable and reliable DNS Architecture with redundant aggregation router and uplinks. o Alternative Router: Redback chapter 11 filing - Mitigated financial and performance risk with single vendor network. o Metric Analysis – Identified T3 card revision level chronic problem, which led to nationwide card replacement. o Change Management - Minimize outages with improved implementations, communications and compliance rigor. o Outage Request – Developed automatic conference bridge process >400k subscriber’s minutes (# cust * duration.) o Fault Isolation & Repair – Reduced MTTI and MTTR within SLA parameters with process control management. o Vendor Performance Management – Proactive metrics review and published 24x7 coverage and escalation list.

Genuity/Level 3 European Network Integration: Directed operations and 100+ major customer migrations retaining more than $30 million in annual revenue. Managed CMDB of pop and circuit’s reconfiguration, infrastructure maintenance and facility contracts (POPs, Data Centers, Circuits, and Networking gear) negotiations. GENUITY SOLUTIONS INC., Woburn, MA ● 1995 to 2003

(Formerly GTE Internetworking “Powered by BBN” (Acquired by Level 3 Communications 2003)) Director International Network Deployments and eBH Integration (1999 to 2003) International Network Program Manager (1997 to 1999) Senior Network Systems Engineer, Infrastructure Engineering (1995 to 1997) Professional Development Courses: Leadership Development & Excellence, Situational Leadership, Finance Management, Six Sigma Black Belt Methodology, Customer Relations, Team Building, Talent Retention & Development; Cloud, Data Network Design & Performance Optimization, IT Disaster Recovery Planning Ensuring Business Continuity, System & Network Security, VoIP, Wi-Fi Networks, and ITIL v3 Intermediate Planning Protection & Optimization (PPO).

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