TECHNICAL OPERATIONS DIRECTOR
I am technology leader with a 15 years of experience whose primary focus is the operations of production server infrastructure (NOC's, Data Centers, System Administration teams). I have designed and managed large classified DOD facilities, ran 24/7 - 3000 node global production ecommerce infrastructure, and managed up to five product lines, including cloud. I have managed 8000 node environments, 30 staff, budgets over $10M, and revenue up to $5M. My dual advanced degrees allow me to optimize frameworks such as ITIL, Agile, and DevOps to achieve maximum return on SLAs, Performance Metrics, Configuration Management, and Workflow Management resulting commonly in millions of dollars in savings to the organizations in which I work. The key to my success however is the relationships I build with the people that work over, with, and for me. I am an entrepreneurial change agent that continually seeks to maximize the output and cooperation of smart, capable people to achieve bottom line results.
- Data Center & NOC Operations (up to 8000 nodes)
- Virtualization Management (VMware/Citrix/cloud)
- System Administration Leadership (Win/Unix/Linux)
- Storage, Network, & Power Architecture/Management
- Managed Hosting Operations (Patching/Backup/AV)
- Production Performance Management (eCom/KPIs)
- ITIL/DevOps/Agile/CMMI/Project Management/SLAs
- Level III Support Solutions (LI/LII Automation)
- Budgeting (Expense/Assets/Payroll/P&L)
- Vendor/OEM/Reseller Management
EXPERIENCE
Resources, USA (a Publicis Groupe Company) (Chicago, IL)
Service Manager, Hosting (Americas)
5/2011 - Present
Product Manager of 5 business services including Physical Server Collocation, Private Cloud/Server Virtualization, VDI/Application Virtualization, Managed Servers, and Log Monitoring generating $5M in revenue. Managed team of 8 Windows, Linux, VMware, and Citrix system engineers on an 8000 node, 300 TB, 400 blade HP/Cisco UCS physical environment. Product line responsibilities include pricing/budgeting, staffing, vendor management, SLA and proposal support, and product enhancement. Customers are internal teams and external production groups.
- Brought true SLA management to the group, eliminating breaches, driving month over month service metric improvement (MttR & volume), and automating Level I/II support tasks via process and tools.
- Led the infrastructure division financial analysis group in a bottoms up cost analysis after personally finding $2M in unrecovered revenue and a dated pricing structure hiding significant loses in product lines.
- Designed and implemented two product lines with revenue potential of $3M including a 6000 node desktop virtualization solution (on Citrix) and a performance and security monitoring solution (on Splunk).
- Leveraged Service Now, DevOps tools (CFEngine), and native system API's (VMware, EMC, Cisco) to create the "private cloud" solution that provides zero-touch delivery of existing virtual infrastructure.
GigeNET, Inc. (Arlington Heights, IL)
Director, Support
11/2010 - 1/2012
Managed customer facing organization who handled all support and fulfillment for company's ~1000 Windows and Linux physical server collocation business. Responsible for the organization's scheduling, hiring, training, planning, and process management on a 24/7 basis. Supported OS installations including Windows Servers and Linux web and application products along with handling security and copyright issues.
- Help plan and design the power and HVAC expansion including the addition of second redundant circuits and 2 additional HVAC units to address a 30% increase in Tier 3 capacity.
Orbitz Worldwide, Inc. (Chicago, IL)
Manager, Service Operations Center (NOC)
11/2009 - 8/2010
Managed 24 Linux administrators and operations analysts who operated and maintained the 24/7/365 travel product and infrastructure for Orbitz' global websites. My team had primary responsibility for monitoring systems, leading break-fix efforts, and implementing code and product updates. The team monitored 1.2M (million) real time metrics, 10M page views, 5M sessions a day on a pool of 3300 production hosts, and supported ~2000 call center agents.
- Reduced Mean time to Recover (MttR) by 58% in 6 months while addressing an increase in overall impacting events by 19% and 4X increase in changes, resulting an operational savings of ~$500,000.
- Built partner relationships beyond development teams with Ad Sales, Business Intelligence & Strategy, Partner Marketing and SEO resulting in ~$100,000 in either increased revenue or reduction of lost revenue.
- Implemented training programs (entry level and senior level) to structure technical development and reduce training times by 75% while hiring 11 team members and promoting 4 to advanced engineering roles.
- Was awarded the highest value cash prize offered for effectiveness by my Director in March, 2010 and described by the CTO as "the most effective SOC Manager the company has ever had."
The Boeing Company, Phantom Works (Huntington Beach, CA/Rockford, IL)
Manager, Systems Engineering
8/2003 - 11/2009
Managed high tech product teams that built and sold turnkey (software and hardware) information systems. I was responsible for operational goals, acquiring and managing resources (budget, staff, capital equipment), oversight of suppliers, developing relationships with customers, stakeholders, and staff, and approve technical product release.
- Managed a product team that developed and sold software designed to integrate $50M+ proprietary software with off-the-shelf commercial products and government software on open source platforms.
- Assigned to a schedule-slip Tiger Team for the 787 by ...
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