Experience

CloudFit Software

• United States
• Software Development
• 100 - 200 Employee

• Principal Consultant

  • Apr 2020 - Present

  Managing customer's expectations as they move their business to the Microsoft Azure cloud. We own the end-to-end process for clients moving to the cloud - we align your business, engineering and operations organizations through executive workshops, technical architecture and training services. Our consulting services set the stage for Modern Cloud Operations. Our consultants whom we call “personal trainers” will use their experience running Cloud services at scale to help you modernize your operations and transform your organizations for the digital age: - Modern Operations & Digital Transformation - Core Cloud Operational Readiness & Training - Cloud Architecture & Optimization - Cloud Migration & Adoption Show less



Microsoft

• United States
• Software Development
• 200 - 300 Employee

• • Jan 2016 - Apr 2019

  As Microsoft continues to build on Azure, the key deliverable for my team and I was designing and implementing a process for moving customers from existing on-prem Source Control applications to the cloud and providing a Customer support model in line with the new environment. • Implemented IaaS and SaaS solutions, moving Source Control applications and Engineering customers @ Microsoft to the cloud.• Managed a global team of Service Engineers, Developers and Program/Project Managers• Decommissioned existing on-prem infrastructure and retired legacy applications achieving savings of approx. $4M• Migrated existing customers from on-prem solutions to cloud solutions – Azure DevOps (VSTS) and GitHub Enterprise• “Right-sized” the Service Engineering team and reduced full-time and contracting resources in line with reduced support requirements following the move to the cloud• Removed all Line 1 managers enabling horizontal management of the down-sized teamDefined a Customer Support model for the Azure DevOps community at Microsoft.o Baselined the existing Support Model through customer engagement and incident telemetryo Introduced enhanced telemetry and reporting with increased customer satisfaction at no additional cost.• Manage the off-shore tier 1 and 2 support teams who Triage and Resolve 1st and 3rd party Customers’ Azure DevOps support and incidents Show less

• • Jun 2010 - Dec 2015

  Led a Global team (US, China, Ireland and India) that manage the on-prem Source Control applications (Visual Studio Team Foundation, Perforce, GitHub Enterprise, etc) enabling all Engineering teams at Microsoft to build and release software. • Line 2 Manager managing a global team of Senior IT Directors, Senior IT Managers, IT Operations Support Engineers and Program/Project Managers - 72 FTE and 45 contractors. • Owned the Business Continuity and Disaster Recovery Program for on-prem Source Control applications at Microsoft• Transitioned the team to a “follow-the-sun” handover support model (Tier 1 – Tier 4) across 3 time-zones with full time employees and contractors in the US, China and Ireland. Team also included 24x7 contracting staff in India• Moved the team to a Live Site Incident process including weekly Live Site Reviews with senior management.• Transitioned to an upgraded incident tracking system to improve time to detect, mitigate and resolve incidents and therefore increased customer satisfaction• Managed the Business management office and Project management office for my leaderships global team, comprising Global Lab teams, Infrastructure and Capacity management teams. Show less

• • Jul 2006 - May 2010

  Created a new business offering for Microsoft IT by bringing over the EMEA Lab business from the Product teams. • Used my Data Centre experience and expertise and applied the same rigorous management to the Lab footprint which included both Engineering team’s labs and Microsoft Technology Centers (MTCs)• Streamlined the business, implemented cross-charging and got the EMEA Labs functioning as a 100% self-funding business. • Expanded the EMEA Lab business to offer the same service for customers locally in India and China• Drove strategic improvements to all lab practices, contractor engagements, infrastructure design and architecture. Show less

• • Sep 2004 - Jul 2006

  Restructured the way Microsoft IT Support and Operations was managed across Europe. • Growth opportunity, as part of the EMEA IT leadership team, to define high impacting change across a region.• Strategic planning based on customer requirements, infrastructure, resources, etc. • Managed all aspects of IT at numerous locations across Western and Central Europe – Customer support, Infrastructure, Network, etc

• • Mar 2001 - Sep 2004

  Responsible for managing the various IT Data Center teams across North Western Europe – Ireland, UK, Holland, Denmark and Sweden. • Line 2 Manager (manager of managers) managing a diverse team of full-time MS employees and contracting staff• Drove in-depth understanding of Data Centre technology, across the team in all areas from Real Estate and Facilities management, Physical security, Networking and Data security.• Drove the consolidation of Data Centers across Europe, Middle East and Africa (EMEA) into a single Data Centre in Ireland. Show less

• • Jun 1997 - Feb 2001

  Provided MS SQL support to multiple IT Application support teams initially in Ireland and then globally across Microsoft.• Solid base in understanding how an IT Operations/Support model works within a large corporation.• Role included everything from initially being a SQL support analyst to becoming the team lead with a team supporting clients across various time-zones



Bell Lines Shipping

• Senior Analyst Programmer

  • Aug 1990 - May 1997

  First position following graduation with BSc (Hons) Degree in Computer Science at Teesside University Key member of a small IT team responsible for writing code to enable the smooth running of this leading European shipping company Analyst programmer working with the various departments within the company to analyze challenges, provide solutions and write code to enable the company to run its shipping and billing departments Programmed initially in M and then Oracle PL SQL Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Networking Services (Graduate Trainee)

  • Jul 1988 - Sep 1989

  IBM sponsored me throughout my Degree and I spent my "year in Industry", part of my degree course, working with them at their UK headquarters in Portsmouth in one of the Networking teams IBM sponsored me throughout my Degree and I spent my "year in Industry", part of my degree course, working with them at their UK headquarters in Portsmouth in one of the Networking teams