Professional Services Manager

KEITH A. PETERSON

DIRECTOR PROFESSIONAL SERVICES PRACTICE MANAGER SENIOR IT MANAGER

MOBILE 612-***-**** • E-MAIL ****************@*****.*** • LINKEDIN https://www.linkedin.com/in/petersonkeith/ HIGH-PERFORMANCE, ACCOMPLISHED SENIOR PROFESSIONAL SERVICES DIRECTOR offering two decades of successful experience leading teams and improving practices for global organizations. Skilled in building strong relationships with clients, internal stakeholders, and external resources, and able to quickly define and develop projects that deliver improvements to user, costs, and revenue streams. A proven mentor, ready to train teams to attain aggressive objectives, with adherence to deadlines and budget parameters. Deep background in leading global migrations and infrastructure mergers, with end-to-end project leadership skills. EXPERTISE

Practice Leadership

Global Migration

Operations Improvement

Analytics & Insights

Enterprise Architecture

Data Center Management

Client Relationships

Disaster Recovery

Technology Integration

Team Leadership

Cross-Functional Leadership

Quality Assurance

Cloud Computing

Process Improvement

Productivity & Performance

EXPERIENCE

Crossfuze (Crossfuze purchased Virteva in April 2019), Minneapolis, MN 2012 – Present MANAGER OF PROFESSIONAL SERVICES 2015 – Present

Leading development and management of resources and practice, identifying continuous improvement initiatives to strengthen performance, quality, revenue, and client relationships.

• Responsible for the performance of two teams with 12 consultants, managing KPIs while administering 150+ annual projects valued at $3.5M in revenue and growing the project portfolio

• Built the Microsoft practice team from 4 to 10 consultants

• Established new practices, including one that brought in $850K revenue in its first year

• Changed scope of T&M projects to prevent dormancy in project funding and eliminate potential losses between planned and realized revenue

• Streamlined team to focus on areas of strength, resulting in CSAT scores in the 9.3 – 9.6 range and increasing the ABR to more than $10/hour

• Leading infrastructure merger between CrossFuze and Virteva PRACTICE LEAD – MESSAGING & COLLABORATION TEAM 2012 – 2015 Directed the messaging and collaboration projects, from presales to closeout, and a 4-member team of consultants, driving completion of more than 80 projects annually, valued at more than $2.5M. Spearheaded professional development, performance reviews and led the daily tasks of the team to ensure accuracy, quality, and development.

• Introduced the post-migration support and training to PS projects, allowing company a go-to- market solution that managed all projects increasing the average deal size by more than $10K and a 35% increase in project work, strengthened client relationships and project outcomes

• Mentored junior consultants, coaching on processes, prioritization, and project development SENIOR CONSULTANT – MESSAGING 2012 – 2015

Led numerous successful global migrations projects and drove process developments for company, managing, resources, timelines, schedules, and budgets.

• Lead Architect for global migrations from Exchange 2003/2007 to Exchange 2010

• Coordinated migration from GroupWise to Exchange 2010 while managing simultaneous merger projects, documenting environments and implementing Office 365 migrations for an estimated 200K users

KEITH A. PETERSON • MOBILE 612-***-**** • E-MAIL ****************@*****.*** RBA Consulting, Minneapolis, MN 2010 – 2012

MESSAGING ARCHITECT CONSULTANT

Directed projects across the globe impacting thousands of users, designing and implementing widely available and site resilient Exchange solutions for global operations.

• Engineered migrations from Exchange 2003/2007 to Exchange 2010 in collaboration with team

• Migrated more than 100,000 mailboxes

• Created technical documentation crossing several platforms

• Piloted Office 365 technology before release to the public MoneyGram International, Dallas, TX 2008 – 2010

SENIOR INFRASTRUCTURE ENGINEER

As a senior member of the messaging team and Design Lead on key messaging projects was responsible for thoroughly monitoring and improving the ticket handling in the Middleware Team and developed infrastructure for clustered services, active-active failover, and disaster recovery.

• Managed three to five complex projects annually, centered on extensive upgrading and redesign

• Improved disaster recovery, data consolation, and availability and increased collaboration among different teams and functions

• Facilitated a supportive and inclusive work environment, mentoring junior employees

• Dallas headquarters, but worked out of Minneapolis, MN office McAfee Secure Computing Corp., San Jose, CA 1999 – 2008 SENIOR MESSAGING ENGINEER

Senior messaging lead on all messaging aspects of 1000-employee company, acting as Project Lead for a variety of complex initiatives.

• Directed several projects including the transition from a firewall filtered email to IronMail filtered email, designing and installing a new email architecture that included messaging services, Sendmail services, firewalls, spam filtering, virus scanning, MX records, mailer tables, DNS entries, IronMail, access tables, and alias table entries

• Increased disaster preparedness by designing current email disaster recovery scenario for Secure; improved program supported internal compliance requirements

• Constructed the company’s mass email server, and monitored all email related systems 24.7

• Increased email access by installing and upgrading a clustered Good Link server to support mobile access for users

• San Jose headquarters, but worked out of Roseville, MN office PRIOR POSITION HELD:

PC TECHNICIAN, Secure Computing Corp., San Jose, CA – Operated as the PC for all PC and telecom related issues, setting up new user accounts, troubleshooting on PCs, phones and other devices. Company headquarters in San Jose, worked out of Minneapolis, MN office ACTIVITIES WISCONSIN ARMY NATIONAL GUARD

Anti-Armor Section Leader (1989-2003)

• HONORS – Commendations:

Soldier of the Year, NCO of the Year

VOLUNTEER FIREFIGHTER

Captain, Front Line Engine Company (1999 – 2014)

• ACHIEVEMENTS – Fire I and II Certified,

First Responder

EDUCATION

CERTIFICATION

IT COURSEWORK

IT COURSEWORK

A+ Certification, MCITP, Enterprise Messaging Exchange Benchmark Learning Center

Fundamentals of Hardware and Software

KRS Computer and Business School, St. Louis Park

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