Senior Director - Technical Operations

• Nov 2019 - Present

Vice President - Technical Operations / CISO NAR Hosted Solutions

• Sep 2015 - Oct 2019

Responsible for IT Operations, Application Management, Network Operations Center, Change Management, Database, and Information Security responsibilities. Our teams primarily support a software as a service payment processing gateway solution empowering mobile commerce. We also provide hosting for other platforms supporting Ingenico Inc's hardware and transaction services within the North American region. Responsible for IT Operations, Application Management, Network Operations Center, Change Management, Database, and Information Security responsibilities. Our teams primarily support a software as a service payment processing gateway solution empowering mobile commerce. We also provide hosting for other platforms supporting Ingenico Inc's hardware and transaction services within the North American region.

Director - North American Managed Services

• Dec 2012 - Jan 2015

Directed team of 40+ engineers supporting the Managed Services product in the North American region. Hosting over 30 customers in various stages of bespoke implementation, including full production in HIPAA compliant structure in collaboration with product and implementation organizations. Managed vendor and client relationships and developed strategic plans to improve hosting and support structure to a world-class level. Over 2 years, grew team over 100%, introducing additional specializations to improve process/results and optimize staffing budget. Initiated a leveled role structure to provide career growth opportunities for staff and normalize remuneration. Achieved annual turnover rate of less than 5% in a high-turnover environment. Instituted Agile (Kanban) methods across the operational teams and instituted new ticket workflows, resulting in 50% improvement in ticket throughput per person. Drove implementation of formal onboarding plan for hard to find product support roles. Developed first hosting cost metrics and drafted cost strategy for new customers, identifying true margins. Helped initiate standard hosting responses for RFPs and engaged heavily and successfully in support of sales for client closure meetings/visits. Created formal operational capacity planning structure. Coordinated initial client launched into the public cloud, including comparative financial models between our public and private cloud offerings. Show less

Information Security Manager

• Dec 2010 - Dec 2012

Created the Information Security specialization within Carbonite, incorporating technical resourcing, compliance, policy writing, and documentation. Architected and drove implementation of a PCI compliant and secure environment for our in-house credit card processing system. Developed internal information security newsletter and education program. Worked with development group and technical operations team to systematically validate all architectural changes against security baselines.

Senior Network Engineer / Operations Manager

• Nov 2007 - Dec 2010

Technical and budgetary responsibility for both SaaS hosted infrastructure/networking and all Corporate IT services, under capital budget over 25 million. Managed all Operational projects and recruited/mentored all technical staff. Developed strategic plan for improvement and re-architecture of the SaaS environment with Senior Management and Development teams through multiple software generations and growth of infrastructure by over 1000%. Designed and drove expansion from single physical site to multiple networked co-located environments: vendor negotiations, software agreements, architecture design. Grew team from 1 to 10 resources.Only two time recipient of the organization's quarterly "Jedi Award" for excellence and contribution to the company. Show less

Windows Infrastructure Administrator

• Nov 2006 - Aug 2007

Worked in the Windows Server Team, managing 300+ physical and virtual Windows Servers and ESX Server environment. Responsible for Exchange, Active Directory, Opsware, WINS, DHCP and internal DNS infrastructure for multinational company. Managed and maintained relationship with all internal IT teams. Project Manager and lead technical resource for initial implementation of Virtualized environments within the PTC on-site datacenter. Worked in the Windows Server Team, managing 300+ physical and virtual Windows Servers and ESX Server environment. Responsible for Exchange, Active Directory, Opsware, WINS, DHCP and internal DNS infrastructure for multinational company. Managed and maintained relationship with all internal IT teams. Project Manager and lead technical resource for initial implementation of Virtualized environments within the PTC on-site datacenter.

MIS Manager

• Feb 2006 - Nov 2006

Tactical and strategic planning and budgetary responsibility for all corporate IT services, including networking, servers, telephony. Developed 5-year strategic plan to enhance corporate systems. Re-architected infrastructure for multi-national software development company to consolidate resources, reducing cost. Managed system integration after acquisition by Parametric Technology. Led team of 5 across database, networking, system administration and telephony specializations.

Network Administrator / Senior Network Administrator

• 2001 - Feb 2006

Led technical implementation and maintenance for Windows Server environment, telephony and networking for multi-national computer software development company. Developed training package for new employees. Project manager for comprehensive network upgrade, UK office relocation, EndPoint Management and Great Plains implementations. Supervised vendors and led technical evaluations team. Performed complete design overhaul of the QA infrstructure to enhance productivity of quality team using existing hardware inventory.Developed help desk process standardization and user documentation. Proposed and implemented automated system build process, reducing time to delivery for an end user system by 60%. Managed relationship with hosting vendor for public-facing services, including web. Show less

Technical Support Representative / Support Team Lead

• 1998 - 2001

Installation, configuration and usage support for high-end Mathematical software package in both client and client/server installations. Liased with QA team. Managed customer issue queue and trained new hires as needed after restructure to create team lead position. Documented solutions and assisted in maintenance of customer database.

Senior Operations Materials/Systems Specialist

• 1995 - 1998

Forecasting and Analysis to manage raw material purchases for production division, using JIT methodologies. Established data design and procedures to enforce data integrity in an Oracle Inventory Database system and reduced costly late orders and wastage by 5% using this system. Maintained vendor relationships. Developed original and updated documentation for multiple specializations within the production team. Forecasting and Analysis to manage raw material purchases for production division, using JIT methodologies. Established data design and procedures to enforce data integrity in an Oracle Inventory Database system and reduced costly late orders and wastage by 5% using this system. Maintained vendor relationships. Developed original and updated documentation for multiple specializations within the production team.

Management Trainer, Interim Manager, Assistant Manager

• 1989 - 1995

Worked in various retail managerial positions, managing teams of up to 50 staff in pharmacy and convenience store chains. Served as regional managerial trainer and interim manager, bringing troubled stores back to corporate standards and training new permanent managerial staff. Worked in various retail managerial positions, managing teams of up to 50 staff in pharmacy and convenience store chains. Served as regional managerial trainer and interim manager, bringing troubled stores back to corporate standards and training new permanent managerial staff.