18 years\' experience in IT, focused primarily on providing IT services. Leader, communicator, motivator, people oriented, team player, hard worker, hands-on, results oriented. Extensive experience in IT Operations Management, Client Engagement Management, Team Building, Transition and Project management. Seasoned at supporting customers in multiple time zones, countries and hemispheres, including significant International travel. Have designed and provided support for shared, dedicated, hybrid models for remote infrastructure management engagements as well as professional services and BOT models.
Client Relationship Management
IT Infrastructure Operations
Risk mitigation and Management
Amazon Web Services
Practice Head, OperationsInnova Solutions - Santa Clara, CA06/2014 - 09/2016
Created Client-On Boarding Process using swim lane workflow diagrams for all Managed Service Engagements, including Discovery, Scope, Offer, Proposal phases.
Defined Innova\'s approach to Knowledge Transitions by creating swim lane workflow diagrams for Knowledge Transition Planning, Knowledge Transition, Transition Shadow, and Transition Reverse Shadow phases.
Participated and provided oversight and guidance to the creation of templates and processes to be used for all Knowledge Transitions and Steady State Operations.
Lead Windows Server 2K3 Assessment and Migration Projects in a CRM role, including travel to San Antonio, TX.
Successfully lead the knowledge transition to provide Email Migration and Email Support for Synacor\'s complex email infrastructure, including travel to Buffalo, NY.
Transition Manager for project to provide Conde Nast with Remote Infrastructure Monitoring and Management of their Server, Messaging, AD, Database, Network Data and Network Voice environments. Project finished on-time in 10 weeks with Zero escalations, and included traveling for 6 weeks in Delaware and 4 weeks in India.
IT Project Manager for Build Operate Transfer engagement with Change Health Care to build multiple Offshore Application Development Centers (Taiwan & India) providing dev, QA and Production support for their major applications. Environment required PHI, PCI, and HIPPA compliance.
Overseeing due diligence, ticket analysis, sizing and scoping for RFP
Actively participating in SOW creation for all Managed Services Engagements
Involved with Pre-Sales, Client Presentations and Demo\'s of Innova\'s Managed Services Capabilities including our proprietary RIM platform, Nephele.
Client Engagement Manager/ Service Delivery Manager/ Transition ManagerMphasis Infrastructure Services - Santa Clara, Ca04/2010 - 05/2014
Succeeded in Transition Manager, Service Delivery Manager, and Client Engagement Manager roles (NYC).
Completed 10 week Knowledge Transition, to provide remote support of the Conde Nast Network Data and Network Voice Infrastructure. Project was a dedicated model, finished 2 weeks ahead of schedule and involved a total staff of 50+ resources and included a 1 month visit to India.
Completed 12 week Knowledge Transition for Lime\'s (subsidiary of C&W)Telecom Network in the Caribbean. Project included intensive monitoring assessment and deployment, process creating for technical troubleshooting for Carrier Scale Network. Project was a shared model required travel to multiple islands, and coordination of individuals accross 4 timezones.
Reported directly to the Global Head of Operations.
Recipient of the Mphasis Role Model of the Year Award, 2012.
Senior Principal Infrastructure EngineerFortify Infrastructure Services - Santa Clara, Ca09/2008 - 04/2010
Helped build a 24x7 Common Monitoring Center for Viacom\'s MTV Networks in Pune, India. Project scope was to provide remote infrastructure management support for their Database, Network, Messaging & Server environments.
Quickly accelerated from transition manager and manager of the L1 team to the program manager for the engagement within 3 months. Worked out of New York City, and directly with Viacom\'s Senior Director of Operations.
Transition Responsibilities included working with Viacom SME\'s and coordinating KT/ reverse KT/ and Shadow sessions between them and 17 members of the L1 team. Created upwards of 100 runbook processes before Go-Live date.
SPOC for relationship, responsible for escalations, program health and trajectory and also participated in Viacoms On-call Schedule.
Received award from Fortify for performance in Viacom Engagement.
Manager, Network Operations CenterWide Area Management Services - Santa Clara, Ca06/2001 - 08/2008
Providing WAN monitoring and management support for over 500 locations consisting of DSL-Frame, Frame-Relay, ATM, MPLS, Point to Point T1, VPN, and Metro Ethernet connections for major Fortune 500 clients.
Responsible for onboarding new clients including defining governance, escalation and event handling procedures, efficient deployment of both availability and performance monitoring. Setup of ticking and asset management, SLA\'s and reporting.
Troubleshooting WAN protocols, Routers, Switches, Modems, UPS\'s, and circuit outages with ISP\'s.
Staging/Configuring Network Devices for new deployments.
On-site wiring, configuration and setup of LAN networks for KM Paints, enabling stores to connect to their corporate network.
Pre-sales support, customer demo\'s and client visits.
Bachelor of Science: Telecommunications DeVry University - Fremont, CaJune, 2001
Minor in Business Management
Coursework in Computer Science and Information Technology including Telecommunications fundamentals, WAN/LAN protocols, OSI Model, Routing & Switching, Operating Systems, & Programming.