Machine Learning Service Delivery

Richard Montgomery

Location: Raleigh, NC Email: ******@*****.*** Phone: 909-***-**** linkedin.com/in/rm63nc/

Service Delivery, Security Services Manager – Consultant

Client focused services account management delivery, technical delivery, project management, and business analysis of information systems (specializing in security environments). Proven record of supporting client’s priority business and technology objectives and ensuring SLAs are maintained. Strong technical proficiencies in managed cybersecurity environments. Skilled at Client and stakeholder communications / reporting of technical information to technical and non-technical audiences. Ai and Machine learning governance.

Core Competencies: Account Management C-level Client Facing Customer Success Technical Project Management Service Delivery Scope Development & Planning Business Analysis Cybersecurity Services Threat Detection & Response Team Leadership Firewall Management SLA and SLO Risk Management & Business Continuity Regulatory Compliance Program Management Client Communications, Metrics & Reporting Client & Stakeholder Engagement Contracts & Documentation SOW-SLA Governance Team Delivery Leadership Escalations & Client high priority support AR and AP Process

Technical Proficiencies: Centralized & Distributed Computing Platforms Pivot MS365 Windows, IBM, & Red Hat Database AI, Cloud, & Legacy Systems Servers Networks Hardware Support RF Virtual Tech Business Productivity M365 EDR XDR Sharepoint Machine learning Remedy ServiceNow LAN/WAN Administration & TCP/IP Cisco / IBM / Dell / HP / Palo Alto / Checkpoint SIEM Cognos Palo Alto } Data Center Support SOC2 RCA

PROFESSIONAL EXPERIENCE

IBM Consulting April 2015 - Present

Security Services Account Manager, Consulting Delivery Services

Services and product selling to existing customer base.

Provide governance, oversight, and leadership for Managed Security Services operational activities, including change requests, adjustments, SLA/Service Quality metrics, and business processes.

POC for all client activities. Project expertise in client meetings to align IBM’s technology solutions with client service needs, assessing regulatory compliance, risk management, asset protection, business enablement, and other identified priorities. Advise on technology roadmap planning and discussions.

As a trusted advisor, communicate pertinent cybersecurity updates to the client, such as newly discovered threats and vulnerabilities. Engage with the client for critical situations and sensitive projects related to Managed Services.

Gain insight into the client’s strategies & priorities to recognize potential project scope expansions, identify service gaps, or obtain new requirements. Review and evaluate contracts monthly to ensure requirements are being met; initiate project change requests as needed.

Executive reporting metrics and KPI’s

Conduct MSS operational meetings with client and stakeholders to review monthly governance reports, continually illustrating IBM’s value. Serve as the primary point of contact.

Coordinate, review, and deliver root cause analyses for MSS service delivery defects as needed.

Establish and maintain communications (regular status updates) with the client and key stakeholders.

Create, deliver, and maintain runbook and communications plan to the client, with input from the Transition Team. Document all communications and agreements related to Managed Services

Prepare and deliver weekly and monthly reports as well as quarterly executive-level reviews.

Perform security contact reviews and update account information, including VSOC Portal accessibility.

Multiple simultaneous account management and 9 years of client program management.

Kohl’s EFC2 Distribution Center Sept. 2012 - March 2015

Technical Consultant

Delivered technical support for internal business systems and analyzed their performance; reported on operations.

Performed troubleshooting and problem solving to remediate operational issues coordinating with business or development teams as needed.

Provided operational support to clients and the Support Center team for internal business application systems.

PROFESSIONAL EXPERIENCE, CONT.

Assisted in setup, configuration, administration, and monitoring of new and existing business systems.

Responded to ad-hoc and scheduled report-generation requests via MS Office and SQL applications.

Monitored servers, processes, and logs through the use of in-house monitoring systems and advised accordingly.

Provided data center support, customer service, and executive-level support.

Provided technical support and analysis for Infrastructure, Microsoft, Manhattan Associates and EIS Liefcycle.

Led and coordinated team on a range of assigned and unassigned projects.

Hillerich & Bradsby Co. (Louisville Slugger) July 2003 – Sept. 2012

LAN Manager

Managed the local IT Dept. at the Southern California Distribution Center, including LAN and all related activities on Microsoft Network.

Supported Windows clients / Win2003-2010 - SCCM / Active Directory / Switches - Routers / DELL & Cisco, WiFi, VLAN, DNS, TCP/IP, Exchange, Norton Endpoint, POP, SMTP, and IMAP.

Led and managed technical projects, including conducting analysis, making recommendations, and scheduling local vendors.

Communicated budgetary needs to corporate IT Dept.

Supported onsite legacy logistic employees and assisted in providing technical support for manufacturing teams abroad.

Maintained and overhauled systems inventory and assets management.

Supported Loomis, CA - R&D operations as needed.

Served as RDC to offsite management and users.

Oversaw the Ontario distributions IT budget and all IT projects related to the Ontario Distribution Center.

Conducted SOP document writing.

PRIOR EXPERIENCE

Manager of Deskside Services, Top Deck, Inc. 1 year

Systems Integrator Advanced, IBM 3.5 years

MIS Director, Brasstech Inc. 2 years

Systems Consultant, Charlemagne Media 8 years

Contractor, AST Research 3 months

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science, Homeland Security, University of Maryland Start ‘25

Bachelor of Science, Management, Ashworth College

Associate of Science, Paralegal Studies, Information Technology, Ashworth College, 2006

Juris Doctor 1st Year, William Howard Taft University, 2008

Professional Development Certificates:

IBM WatsonX Essentials, IBM Consulting, 2023

Method Essentials, IBM Consulting, 2023

IBM Garage Essentials & Foundation, IBM Consulting, 2023

Enterprise Design Thinking Practitioner, IBM Consulting, 2023

Certificate, Meteorology, Harvard Business School edX, 2021

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