Comprehensive experience leading large-scale information technology projects within some of the world’s leading technology firms, completing all projects on time, in budget, meeting corporate objectives. Advanced from technician to leadership role, because of natural ability to find practical solutions, by using leading-edge technology to automate a wide variety of business needs within an enterprise. Successful in streamlining operational efficiency, recognizing areas for improvement, implementing necessary changes to impact productivity and profitability. Articulate communicator and team leader, with track record for coaching and mentoring all associates in achieving their fullest potential in all project endeavors, and in recognizing their own contributions.
Service Delivery Manager
Real Foundations
January 2018
to November 2018
- Account management of a major client provisioning $1.3M of services per year
- Developed technology roadmap with budgetary support for capabilities planned for deployment
- Negotiated licensing renewals with major software vendors including Microsoft (Office 365), ServiceNow and Cisco
- Developed relationships with stakeholders of 4 business lines to understand their business needs
- Translated business needs into technology services
- Facilitated the process to get Real Foundations Microsoft Partner status
- Worked with Desktop and Infrastructure teams to develop new capabilities in both Microsoft Azure and the Office 365 ecosystem
- Project managed the migration of Skype for Business on-premise to Skype for Business Online for 400 users in a Teams-centric environment
- Managed the transition of complex work streams from the US business lines over to the Indian service center
- Developed Service Delivery Contracts associated with managed services we delivered
- Managed the deployment of telephony and conference room systems to 30 locations globally
Services Program Manager
Microsoft
December 2011
to November 2017
- Developed and managed Microsoft Education Services Webcast Program, generating $1.7M in annual revenue.
- Grew the Webcast business 200% in FY13 and 85% in H1 FY14
- Managed the Educational Workshop Program in 4 South Central States, generating $3M in revenue.
- Combined book of business of $4.4M in revenue.
- Facilitated content development and on-boarding from inception to completion.
- Planned, scheduled and orchestrated both workshops and webcasts as educational events of Microsoft.
- Identified demand, collected requirements and secured resources for onsite educational events as well as webcast deliveries.
- Facilitated focus groups in order to identify content are in demand.
- Coordinated instructors and developed schedule.
- Implemented change control on changes to the schedule as well as process improvements.
- Expanded the Webcast Program to leverage Instructors from multiple organizations within Microsoft.
- Developed training material for new Webcast instructors and documented Lesson Learned.
- Developed a Marketing Plan for Webcasts in order to expand the reach of our deliveries.
- Re-engineered the process and developed a new work stream to offload part of the webcast and remote workshop process to vendors
- Managed vendor staff of 13 for labor approvals and onboarding while driving efficiency both in the process and of the vendor performance.
- Moved workshops to the cloud and built a $30M a year remote workshop business.
Sr. Support Engineer
Microsoft Corporation
November 2008
to December 2011
- Supported peers in knowledge sharing of Microsoft Virtualization Technologies.
- Maintained long-term and short term relationships with both Premier and Professional customers.
- Added additional value by extending support in technologies of MS Cluster, Hyper-V and SQL as they relate to the Microsoft Virtualization Suite of products.
- Developed technical content for both internal and external use.
- Assessed customers risks in every support case as they pertain to the customers unique environment.
- Worked with management and escalation engineers when needed to resolve sensitive case issues.
- Contributed to case reviews of the above specialties.
- Managed a diverse and complex scope of cases and escalated as needed.
- Improved our customers overall experience by adding value beyond their immediate support needs.
- Met and exceeded customer satisfaction by providing a positive support experience while earning customer confidence and trust.
- Managed incidents to resolution by providing customer support for System Center Virtual Machine Manager 2008 (and SCVMM 2008 R2), Windows Updating Services (WSUS) 3.0 and Application Virtualization Server (App-V).
Managed Services Account Executive
Custom Information Services
May 2008
to June 2008
- Outside sales of IT Managed services to small-to-mid size firms. Developed relationships with prospects and sold IT Managed Services into the accounts.
Project Manager - Software Development
Electronic Data Systems
December 2005
to April 2008
- Managed work distribution using MS Project and close interaction with Subject Matter Resources to take ownership of assigned tasks.
- Ran project meetings, physical and virtual (global) to collect and exchange complex software specifications.
- Drove the initiative to work closely with vendors who develops EDS new Configuration Management System.
- Wrote specifications for the Web User Interface.
- Spearhead integration with external systems and associate Subject Matter Experts – 7 resources.
- Using MS Project, maintained tasks for the project.
- Managed SDLC for a new development and implementation of a Configuration Management software solution project of $1 mil.
- Project Manager - Software Development (Configuration Management) for American Airlines (1/2006-Present)
- ELECTRONIC DATA SYSTEMS (EDS) – Plano, TX October 2002-Present
Distributed Management Analystt
Electronic Data Systems
September 2002
to April 2008
- Project Managed SQL database development to track version changes of all core software enterprise-wide.
- Spearheaded patch management methodology and companion software package for up-to-date software revisions. This technology accelerated deployment from several weeks to 1 to 2 days.
- Manage 45000+ devices and 120 servers in the American Airlines distributed network.
- Secure assets and maximize automated asset information collection for Asset Management Option (AMO) 3.2 for self-service airport curbside check-in machines and maintenance & engineering workstations.
- Distributed Management Analyst - Americas Tools and Automation Global Operations (10/2002-1/2005)
Project Consultant ZeroTouch Provisioning (ZTP) Project
Electronic Data Systems
February 2005
to March 2006
- Implemented ZTP in Development, Test and Production environment, build on Microsoft BizTalk Server and .NET platform.
- Spearhead the infrastructure and support for ZeroTouch Provisioning.
- Implemented ZeroTouch Provisioning solution for airline, decreasing deployment time and increasing SLAs.
- Coached staff of ZeroTouch Provisioning and ZeroTouch Installation technology.
- Project Consultant ZeroTouch Provisioning (ZTP) Project for American Airlines (2/2005-Present)
Principal Software Distribution Consultant
Fannie Mae
March 2001
to September 2002
- Project Scope: Researched 5 asset management and distribution software technologies (MS Systems Management Server [SMS], CA TNG Unicenter; Marimba, Novadigmn, Novel Zenworks) to select one that would: 1) rapidly deploy software to large organizations in an automated manner; 2) integrate with existing business processes
- Served as principal consultant, for this financial agencys transition from Novell ZenWorks to a more powerful asset management and software distribution technology. Collaborated with key management and technical staff, from requirement analysis to final software selection impacting 5000+ servers and workstations throughout agencys nationwide infrastructure/distributed network, running 500+ different financial applications.
Sr. Consultant
Computer Consulting Services Corp.: Sun Microsystems, NJ Department of Labor
September 1997
to March 2002
- Worked closely with vendors who supplied packages for deployments.
- Enhanced security by implementing Windows 95 Systems Policies in domain with 2000 users, and upgraded to SMS 2.0, standardizing the login script language to KixTart.
- Collaborated with the executive team in setting IT strategies in both technical and user-friendly language.
- Configured tax department’s 300+ workstations to receive Tax-ReDesign updates; enabled SMS login scripts, created machine groups, and utilized SMS Installer 1.0. Dramatically reduced software deployment time.
- Created weekly SMS packages and jobs; upgraded entire SMS network; tested upgrade procedure for SMS 2.0; and deployed Internet Explorer 5.0.
- Installed and configured primary and secondary site servers; performance-tuned the SQL server for SMS; scheduled maintenance and automated backup procedures for SQL database. Installed and configured secondary site servers, with 120+ SMS network servers, 80 remote sites and 4000 workstations.
- Supervised and trained teams of 7-10 associates throughout multiple project stages, including interrelated projects for NJDOL’s Tax Department, Workers’ Compensation and Unemployment Insurance Divisions. Project Managed Y2K compliance for Wintel infrastructure of 100 NT servers and 4000 Windows 95 workstations.
- Prioritized tasks for the development if the SMS infrastructure as well as the maintenance of the infrastructure.
- As project leader, managed all architecture and deployment, staff training, and maintenance of Microsoft Systems Management Server (SMS) for the New Jersey Department of Labor’s (NJDOL) statewide infrastructure, impacting 120+ servers and 4000+ workstations across 80 remote sites.
- Lead SMS Design & Implementation Consultant- New Jersey Department of Labor (8/1998-3/2001)
Networking Consultant - Freelance
Southern Methodist University (SMU)
November 2001
to March 2002
- Network Re-Design Graham Associates: Consulted with client requiring network design reports and compiled complicated network design, architecture and migration paths, and needed to expand their Internet infrastructure and services, and enhance network redundancy. Increased Internet bandwidth, thus increasing productivity. Proposed capacity planning on their servers and created a roadmap for an upgrade path to hi-end storage management and server processing power. (01 to 02/2002)
- SMS 2.0 Training Southern Methodist University: Presented MS Systems Management Server (SMS) 2.0 to employees of SMU. Taught 1-week classes, of 5 students each, who became proficient in deploying this technology within their respective corporate structures. (01/2002)
Senior Windows Consultant & Trainer
Sabre
March 2001
to October 2001
- Appointed as Senior Consultant on nationwide project team at SABRE, whose IT infrastructure, which included American Airlines and US Air, had been acquired by EDS. This project involved migration of 6,000+ assets (servers; airport check-in devices) from SABREs CA TNG AMO and SDO structure to EDS new infrastructure. Served in a three-fold capacity: 1) Presented technical training to EDS/SABRE employees on new MS technologies; 2) Consulted as MS internal specialist, helping employees incorporate Windows 2000 and active directory into their existing solutions; 3) Worked with the tools and automation group to streamline and automate various asset management and software delivery procedures and processes.
Sr. 2nt Lever Engineer
International Computers Ltd. (ICL)
June 1991
to April 1997
- Team managed 6-8 network engineers, providing onsite and telephone technical support for customers throughout the Western Johannesburg area, consisting of multiple corporate and government clients.
- Conducted root cause analysis to determine process-engineering errors related to hardware components. Analyzed trouble tickets and assigned the appropriate technician for each customer.
- Senior 2nd Line Software Support Engineer (11/1995 to 04/1997)
