A success-driven solutions-focused leader with wide-ranging experience in strategic planning and operations management. Proven at building highly successful teams as well as cross-functional teams capable of providing world-class services while deploying and supporting highly efficient, multiplatform solutions utilizing Rackspace’s diverse product and services portfolio.
Areas of Expertise
Project management
Process implementation
Strategic objective execution
Operations management
Change management
Business process improvement
Strategic planning
Team leadership
Staff development
Research and analysis
Business recovery and sustainability
Risk mitigation and management
Professional Experience
Manager, 01/2014 to Current Securitas Security Services Usa, Inc. – Grove City, OH, A relied upon leader that provides direction, motivation and strategic planning for a highly technical team of Critical Skills and Key Talent Linux Administrators tasked with delivering Fanatical Support to Rackspace’s F-1000, Enterprise class and SMB customers within the Hybrid/Dedicated business unit. Manage all facets of service delivery to assist in meeting customer expectations, organizational objectives, and Racker engagement; including defining or developing Key Performance Metrics aligned with business unit goals. Analyze operational processes, escalation procedures and perform training needs assessments to identify opportunities to help evolve how the Engine Room delivers Fanatical Support to our customers. Collaborate with customers, account teams, and other support organizations to align our service delivery to achieve a consistent customer support experience. Develop and manage workload reduction initiatives to assist in eliminating Non-value-added work from the support work stream to maximize support Racker efficiency. Select, evaluate and develop technical personnel to ensure proficiency in the tasks they perform. Manage incidents and escalations to ensure proper visibility and communication is relayed to senior leaders, account teams, and customers. Manage or participate in key Engine Room projects as an owner or member of to help drive our organization to meet its key objectives. Help identify inefficiencies, creates and/or validates best practices and share methods of operation with other technical managers to ensure consistent service delivery expectations are met.
Responsibilities/Accomplishments: “Strong” rated leader of the frontline and senior level Linux Administrators that ranks in top 25% in monthly KSI metrics for transactional teams while also driving vital project delivery of our most senior engineers necessary for keeping our organization profitable and relevant.
Increasingly Efficient:
Led the overhaul, implementation, and adoption of a workload reduction initiative focused on identifying Non-Value-Added work via Repetitive Alerts which is a critical process for achieving our global Workload Reduction objective by eliminating over 6,900 tickets and 20,000 alerts per month.
Contributing member in multiple organizational mergers at Rackspace involving hundreds of employees responsible for overhauling how we deliver Fanatical Support to our customers.
Key leader in designing the escalation process criteria for GTS transactional Rackers that has allowed us to standardize on workflows and set guidelines to effectively manage work time expectations for all level Systems Administrators.
Led team to analyze work types for new customer tiers that resulted in Top 100 work types for support and Hybrid Service Delivery that was used as a basis for XMO Virtual Assistant/Chatbot proposals.
Led multiple teams during the Globalization merger of US and International Support which has contributed to our ability to scale Fanatical Support while reducing costs and operational inefficiencies. Execution is currently in progress.
Evolve Fanatical Support:
Established stop-gap Enterprise Cloud Tier 2 team to handle cloud escalations for our largest Hybrid Cloud customers ultimately resulting in the creation of the Escalation Support for Cloud team.
Led team to create Engine Room/Hybrid Service Delivery Tiered Fanatical Support Model for scaling Spheres of Support to align with new customer tiering based on XMO recommendation for billable support model.
Engaged Rackers:
Led the revamp of Linux Wiki Standardization board by restructuring wiki types, complexity, and driving Systems Administrator participation, enabling the Content Management team to achieve their Linux Wiki Signoff delivery (12 per year) and Wiki Article Review pipeline goals for the first time since the team was created in 2014 to present. Now self-managed entirely by Systems Administrators.
Active mentor and career developer of multiple Individual Contributors and frontline leaders at Rackspace.
Raised the importance of Racker recognition through promoting the importance of Engine Rooms awards resulting in (12) Nominees including (6) Winners, (1) 2x Winner and (1) IO Award Winner.
Key leader in the development of RackerTime, a program that encourages innovation and creativity from Rackers by enabling them to spend 10% of their time developing improvements in automation, training, tools and/or career development for Rackspace.
Achieved exceptional improvement in Racker engagement by virtually eliminating external attrition, promoting over (18) Rackers in accordance with their career development plans and ranking in the Top 25% of RackerPulse.
Recognized as a reliable top performer throughout the organization with a brand of someone that has the strong ability to build high performing teams no matter their makeup and by maximizing operational processes and workflows to get the most out of them.
Technical Account Manager III, 09/2011 to 01/2014 Liveperson, Inc. – California, MD, Key team member responsible for providing direction, motivation and strategic planning of team initiatives for successful attainment of company goals and objectives. Company liaison vital to helping customers navigate through our business units and support organizations to ensure customers received the Fanatical Support they contracted Rackspace to provide. Provided product knowledge and information to better assist customers in leveraging the tools Rackspace had to offer so accounts from SMB to Enterprise could make informed decisions that would better serve their business structure, budgets, and technical needs. In addition to delivering a successful customer experience, I provided front-line technical assistance of Rackspace's vast product offerings and services. Expected to maximize the customer experience by building solid relationships within varying levels of customer’s organizations; identifying and positioning sales, networking, and support opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
Notable Achievements:
Successfully managed and grew accounts within our Hybrid Offering while carrying an account base of 50+ customers that made up over $800,000 Dedicated MRR and $120,000 Public Cloud MRR.
Responsible for deploying customers environments successfully and within contracted timelines to minimize de-book risks and maximize revenue realization.
Assisted with Rackspace 2013 Global Brand Campaign by securing Case Studies and customer references for the marketing campaign
Helped grow High Profile account from $1,200 MRR to $100,000 MRR within 11-month period
Critical contributor to the successful retention of multiple at-risk accounts including the same $100,000 MRR account that was planning on migrating to a competitor because of pricing and service concerns
Led collaboration and strategic planning efforts to grow Install Base customers that provided business opportunities for Acquisition Reps and Business Development Consultants enabling them to meet their sales quotas and objectives. · Assisted in the development of initial Rackspace Private Cloud product offering and operational plans
Entrepreneur, 01/1999 to 08/2011 CORETEC GROUP, LLC – City, STATE,
Founding Partner of a successful IT network consulting and integration company. Responsible for managing and maintaining the internal corporate financial, operational, and technical resources making necessary adjustments to compensate for market variations from inception through the sale of the company.
Notable Achievements:
Architected a conceptual business idea into a withstanding business plan that persevered thru both economic expansion and recession.
Recruited, managed, and trained highly technical systems engineers and technical contractors that provided the direct support necessary in maintaining complex multi-location, multi-platform LAN/WAN configurations utilizing Microsoft Server/workstation operating systems for a single server and multi-server clients, Cisco Routers, Firewalls and wireless access points.
Stimulated company cash flow influx while reducing expenditures by re-engineering operational, and financial procedures to revive a company stagnated by a severe freeze in client spending.
Skilled at troubleshooting and learning complex technical issues during high stress, client critical times with minimal client downtime and loss of revenue.
Conducted feasibility analysis and due diligence investigation for potential company acquisitions, and mergers.
Education and Training
Bachelor of Business Administration: Marketing, Expected in The University of Texas - San Antonio, GPA: Marketing
: Cisco Networking (CCNA) / Microsoft Certification (MCSA), Expected in Southern Methodist University* School of Technology - San Antonio, GPA:
Interests
Family Oriented, Hunting, Fishing, Carpentry, Auto and Small Engine Mechanics, All Sports, Writing, and Poetry
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
resume Strength
Formatting
Length
Personalization
Target Job
Resume Overview
School Attended
The University of Texas
Southern Methodist University* School of Technology
