Manager Service, Cloud, Vendor management, 24/7/265 mgmt.

RANDALL D. BEDELL

Frisco, TX ***** 214-***-**** adg0ns@r.postjobfree.com

Technology Leadership

Digital Transformation - Risk Management - Strategic Alignment A visionary technologist with expertise implementing and supporting innovative solutions that continuously improve data delivery while bringing discipline to project management and controls. Proficient at evaluating operating performance, building practical procedural models, analyzing trends, and providing meaningful analysis of results. Leads and ensures the execution of simultaneous initiatives enhancing quality, timeliness, and functionality. Extensive experience in developing customer relationships, managing large scale data centers, cloud environments and building teams to deliver on commitments. Strategic Partner - Leverages direct experience to provide scalable solutions, tools, and expertise to support growth and expansion initiatives. Frequent interaction with both technical and non-technical users guarantees an understanding of business objectives and an ability to translate them into technology solutions. Is passionate about establishing standards and effective processes.

Process Re-Engineering - Creates a core business process with the goal of improving product output, quality, or reducing costs. Regularly analyzes company workflows, finding processes that are sub-par or inefficient, and figuring out ways to eliminate or change them. Infrastructure Operations - Ensures that infrastructure operations meet service levels and are optimized and continually improved. Minimizes problems with the day-to-day delivery of services. Conducts regular performance reporting, monitors service level infractions, and develops new SLAs and metrics as needed. Oversees planning and forecasting of infrastructure delivery service consumption, quality of service, and customer satisfaction. Employee Engagement & Leadership - Implements programs to increase morale, encourage employee participation, and decrease staff turnover. Inspires idea generation and innovation by instilling effective communication and empowerment methodologies. PROFESSIONAL EXPERIENCE

MV Transportation, Dallas, TX 2019 - Present

DIRECTOR OF IT OPERATIONS

Developed, maintained, supported, and optimized Service Desk Desktop and Server support, Storage, Backup/Restore, and Database support. Managed overall operations and maintenance of existing infrastructure systems and services, ensuring 24x7 availability of production applications and database systems. Oversaw Service Desk and associated support teams, maintained desktop standardization, and reported on Key Performance Indicators (KPIs). Managed and partnered with all vendors that impacted operations, budgets, and Service Level Agreements for all infrastructure. Acted as the single point of escalation for all P1/P2s. Led Automation project within AWS with Server Engineers and SQL Database team. Stood up an environment that allowed Data Science team to conduct more thorough root cause analysis. Tracked, monitored, and closed P1 & P2 outages.

• Reduced both overall cloud services spend by 20%, spread between AWS and Azure and the annual spend on IT hardware through aggressive renegotiation of the Dell contract

• Outsourced the Service Desk and subsequently reduced contacts spend by 20% in the first year

• Collaborated with Service Desk to have above 85% First Contact Resolution (FCR) results to allow engineers to focus on significant technical issues. Pushing work upstream realized cost savings of nearly $150,000 in salary.

• Developed vendor relationships to ensure deliver on their commitments and assist in problem solving. Realized savings of over $25,000 in maintenance costs and eliminated a couple of vendors that saved approximately $50,000 a year.

RANDALL D. BEDELL 214-***-**** adg0ns@r.postjobfree.com PAGE 2 Capgemini, Dallas, TX 2013 – 2019

GLOBAL OPERATIONS DELIVERY MANAGER

Responsible for the P&L for the firm’s largest US client, a contract valued at $20 million annually. Managed support for 8,000 servers and associated storage and backups; migrated and consolidated customer data centers and operational sites. Developed metrics and scorecards to monitor and report on the delivery of services and managed continuous improvement efforts to target and improve performance. Served as the central point of communication between the Service Delivery team and the customer. Managed over 4PB of SAN and NAS storage. Performed root cause analysis on major incidents and implemented enterprise-wide corrective and preventative actions. Identified new sales opportunities and project revenue for the account.

• Achieved 30% increased productivity year-over-year within service delivery, without negatively impacting services to the client.

• Secured and delivered over $250,000 of project work per month.

• Built a private cloud for Honeywell and used Physical-to-Virtual (P2V) servers for over 4000 machines, a contract worth approximately $2 million; used existing resources for 80% of the work to increase profit margins.

• Delivered services with 18 associated Service Level Agreements and key measurements without incurring penalties for the last five years of the contract. Retained top talent for over six years and didn’t miss any SLAs; were awarded an extension of the contract. Hewlett-Packard, Plano, TX 2011 - 2013

MANAGER, VIRTUAL PRIVATE CLOUD (VPC)

Responsible for VPC code testing and rollouts, a $12 million P&L and all lab equipment. Managed global teams of engineers responsible for activities within Cloud and Platform Services. Directed day- to-day activities of the engineering teams. Collaborated across businesses, functions, and regions to align strategy and direction.

VCE, Addison, TX 2010 – 2011

OPERATIONS MANAGER

Managed the 24X7 operations for all clients and the on boarding of new customers, consisting of configurations, storage, and networking verticals. Was first point of escalation for all high priority tickets. Responsible for patch policy, code upgrades, and managing the transition of the Vblock from VCE delivery to the client. Directed operations for enterprise customers that transitioned to managed services. Accountable for all client reporting including Service Levels, KPIs, and technical consumption. Ensured operational excellence in the delivery of services. Hewlett-Packard, Plano, TX

MANAGER, AMERICAS DATA CENTERS 2007 – 2010

Managed all data center installations and the day-to-day operations of suppliers to continuously improve service delivery to customers.

• Request management process improvements resulted in annual savings of $250,000. EDUCATION

Bachelor of Business Administration, Management & Human Resources University of North Texas Denton, TX CORE COMPETENCIES

Cloud Enablement - Customer Experience - Performance Management - Service Desk Operations Employee Retention - Digital Transformation - Cost Containment - M&A Diligence - Integration - KPIs Desktop Support - Managed Service Delivery - Product & Program Development - Achieving SLAs AWS Cloud Architecture - P&L - Managing Delivery Teams (Servers, Database, Data Center, & Backup)

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