RICHARD GILBERT

DIRECTOR CLOUD OPERATIONS AND SUPPORT

P

404-***-****

E

adqfja@r.postjobfree.com

A

Jackson, GA 30233

L

https://www.linkedin.com/in/rick-gilbert-2919919/

OBJECTIVE

EDUCATION

Bringing expansive knowledge and experience with VoIP, Security, and maintenance of cloud operations. Support for large customers and partners. I consistently strive to gain and leverage the latest technologies available. My passion is to collaborate with others to drive the company and employees to the next level.

University of Phoenix (2007)

Bachelor of Science: Information Technology

CERTIFICATIONS

Security+

Converged Technologies

CompTIA Secure Infrastructure Specialist

CCNA- renewing

CYSA+

Many PBX, Applications, and VoIP certs

KEY SKILLS

Infrastructure operations management

Security, audits, compliance

VOIP

Change management

Access management

Networking

Writing Processes based on ITIL and NIST

Cloud

VMWARE

CISM- Taking Exam

MILITARY SERVICE

United States of America Navy

Machinist Mate, 2nd Class

1991 - 1996

EXPERIENCE

Jan 2014 - Current

Manager Global Cloud Operations (Director Level) ● Mitel Cloud Services

Responsible for platform security, operations, Change Management, IAM, and incident management. Solutions driver for Cloud issues and trained tiered support teams

• Maintained Infrastructure services Globally for Mitel Flex (Large Hosted Multi-Instance single tenant and Mitel Cloud Business (Tenanted) services.

• Manage a team of 17 global employees Including 2 managers

• Provisioning of new servers, networks, applications, and resources for new customers

• Upgrading and troubleshooting of existing Infrastructure and applications for customers Including isolating issues for VOIP within customer environment and WANs

• Work directly with Vendors and Carriers for security and uptimes

• Work with customer’s IT and Executive teams to resolve escalations

• Developed and responsible for Identity and Access management.

• Developed and was responsible for the change management process. Reported Monthly results to senior and executive teams

• Developed and was responsible for the Incident management process and Incident teams. Reported Availability, SLA, And improvements to senior and executive teams

• Developed and responsible for vulnerability management in the environment. Worked with corporate security teams and designed for vulnerabilities and built projects to upgrade thousands of servers.

• Developed security policies and worked with needed teams to implement controls.

• Worked with design and product management teams to ensure smooth transitions in the infrastructure environment.

• Trained teams on Processes, applications, infrastructure, tools, and other needs to ensure proper operations

• Created and led many projects for Operations. Reporting results weekly to seniors and executives

August 2004 – January 2014

Field Engineer • Apps and Network Engineer ● Mitel – Atlanta, GA

Install and service networking, applications, and phone service for onsite customers

January 2003 – January 2004

Technical Specialist ●Jaz Communications – Forsyth, GA

Installed wireless internet and TV services and connected network services for homes and small business

COMMUNICATION

Collaboration with Design, Product Line Management, and many other teams to drive the solutions and Strategy of Global operations

Designed and documented all processes within Operations

LEADERSHIP

Successful management of Global Support Team, including 2 managers, maintaining operations 24x7 of a Cloud Service with a guaranteed uptime of 99999

Trained and elevated a tiered support team to the next level of a Global Operations Team

Trained Managers to manage processes and teams for day-to-day operations to serve as direct reports.

Utilized Recognition Program to praise and provide visibility of team members’ accomplishments

Led, collaborated and oversaw projects to introduce solutions and processes in Cloud Operations in conjunction with Many teams.

Built and maintained metrics for Senior and Executive Leadership

Identified and resolved gaps in training and processes

Handled escalated cloud issues with customers and Executive management.

Maintained Operations budget.

Contact this candidate