Director Of Service Operations

• Oct 2021 - Present

I lead a team of professionals dedicated to top tier IT Service Management and oversee the service and support, professional services, and client success divisions at BluePeak. Together we are in the middle of a business transformation to modernize tools, service offerings, and skills to prepare us for a new future with managed cloud and hosted services consulting. We guide our clients into the future by creating true strategic partnerships that squeeze every drop of value from our client's technology and makes IT crystal clear. We accomplish this through a combination of real-time, trailing, and leading metrics developed from our client's business mission, goals, and objectives and compared against industry trends, standards, and technologies to deliver a holistic "big picture" view of how technology works and doesn't work for the customer. Then we provide expert review and recommendations to optimize that technology for today, tomorrow, and into the future. Show less

IT Service Delivery Manager

• Oct 2018 - Jul 2022

Serves as the IT Service Delivery Manager for this multi-million-dollar managed services and hosting company focused on large enterprise outsourced data center and management, with responsibility for managing customer relationships and expectations for major accounts with a total gross MRR of $920K.• Establishes, cultivates, and manages relationships with key account stakeholders and executive leaders to ensure that service deliverables and customer satisfaction goals align with the contractual SLAs• Develops policies, procedures, SLAs, service delivery models, change management processes, project management standards, reporting criteria, and business intelligence• Translates best practices for operational efficiency and standardized processes into knowledge articles and written policies to create redundancy in the support model and eliminate single points of failure• Partners with cross-functional leaders to align service delivery from the first contact through L5 support• Leverages lessons learned during major incidents, changes, and problem management to create a knowledge base of solutions and cultivate a culture of continuous improvement• Gathers, analyzes and presents data regarding compliance, including patches, server availability, data privacy, information privacy, security incidents, and SLAs for service delivery• Maintains a 100% in-compliance service delivery for all managed accounts• Coordinates resources, establishes milestones and manages project timelines for ITO • Supports contract negotiations and renewals, including leading efforts to new a $60MM contract Show less

Premier Services Consultant: Data Center Discovery and Migrations

• Apr 2016 - Oct 2018

Served as a Premier Services Consultant for a multi-million-dollar managed services and hosting company focused on large enterprise outsourced data center and management. Consulted with Project Managers, Technical Support SMEs, and Senior Leadership in an ITO engagement to perform full environment discovery and dependency mapping for a data center move and managed services customer onboarding.• Planned, mapped, and migrated 800 servers, storage, devices, and data between data centers• Managed discovery and migration projects for highly visible multi-million-dollar accounts• Migrated thousands of servers using Zerto and SAN snapmirror• Standardized processes, procedures, and the methodology of service delivery, which provided a repeatable and scalable service delivery model with consistent deliverables• Created documentation to align policies and procedures with audit standards for new hire orientation, implementations, tool utilization, and reporting standards Show less

Manager, IT Service Delivery (US)

• Dec 2014 - Apr 2016

Served as the IT Manager over the Service Desk for a $50B, Fortune 500 company that provided a portfolio of state-of-the-art system-on-a-chip (SoC) solutions and managed a $9M vendor contract. • Managed day-to-day operations of a 50-person global desk that supported 35K cases per month • Partnered with Area Supervisors to streamline workflows and improve processes across disciplines • Sourced and implemented Incident Response software and outage communications systems • Established an interdepartmental Incident Oversight Board (IOB) that led the program and reviewed incidents to identify successes and points of failure and supported continuous improvement • Guided Support Services through an ERP migration from Oracle to SAP while adhering to all SLAs • Leveraged real-time KPI reporting dashboards and periodical reporting data to evaluate performance and implement corrective actions, which improved response times and customer satisfaction by 26% • Created a quarterly MVP program to recognize top performance in the support services organization Show less

IT Manager, Support Services

• Feb 2014 - Dec 2014

Served as the Service Delivery Manager for CPI Solutions, a leading Technology Consulting, Outsourced IT, Application Development, and Video Conferencing Company. CPI was recently recognized by Inc. Magazine and the San Fernando Valley Business Journal as one of the fastest-growing technology companies. • Wrote and implemented new ITIL-driven policies and procedures for the Service Desk and NOC that resulted in a 25% improvement in staff utilization with zero attrition • Coached, trained, and developed a high-performing team of 23 Support Professionals, resulting in five team members earning internal promotions in other departments within the organization • Managed all open requisitions and partnered with the HR and Talent Acquisition teams to source top-tier candidates, interview, test, hire, onboard and train new team members • Managed performance of agents using data metrics, SLAs, OLAs, and KPIs • Negotiated new SLAs and established new OLA’s with key stakeholders to consistent excellence in service delivery, resulting in a 36.5% improvement in overall customer satisfaction scores in five months • Established staff training material that was adopted as best practice across the organization Show less

IT Manager, IT Infrastructure & Datacenters

• Mar 2012 - Feb 2014

Served as the IT Manager for this $40B Global Fortune 500 Power and Automation technology company that provided products and services to improve performance and reduce environmental impact for its customers. • Led a five-person team that supported more the administration and support of more than 2,000 end users, including Access Management, Active Directory, Exchange, SharePoint • Created and monitored SLAs and OLAs, including FCR, ASA, abandon rates, and bounce-back rates • Reconfigured on-premise data centers, including triple redundancy power and environmental systems • Virtualized 36 servers, decommissioned 54 servers, and removed 60% of hardware resulting in a 22% savings in electrical consumption; phased out aging HP MSA SANs, for LeftHand/3PAR, and DROBO SANs • Implemented a self-service portal that reduced tickets by 18% and increased satisfaction by 23% • Managed a highly visible Active Directory refresh project that reduced server sprawl by 19% worldwide and saved more than $110K in annual service contracts, and reduced domains from five to one • Integrated a third-party AD management layer that allowed for easier delegation and rollback options • Created and implemented a detailed disaster recovery plan that included site-to-site replication, redundant power, and failover capabilities for core infrastructure systems Show less

Service Desk Team Leader

• Dec 2010 - Mar 2012

Served as the Service Desk Team Lead for the number one provider of IT solutions & services in Orange County for small and medium-sized businesses with a customer base of more than 2000 end users across 350 clients. • Led a team of twelve support professionals that provided tier 1 technical support to business customers • Standardized call flow, troubleshooting, and support procedures by leveraging ITIL standards, which resulted in a 26% improvement in customer satisfaction scores • Established a new hire onboarding and training process that acclimated new team members to the support environment faster while reducing the number of errors • Partnered with business leaders across the organization to develop and implement OLAs • Implemented documentation standards that improved troubleshooting, case history, and escalations Show less

IT Manager, Data Centers & Support

• Dec 2008 - Feb 2009

IT Manager, Support

• Mar 2002 - Dec 2008

Hospital Corpsman Leading Petty Officer

• Oct 1994 - Mar 2002

Provided medical care to forward deployed sailors and Marines in the Seventh Fleet stationed in Yokosuka Japan, and deployed throughout Asia and the South Pacific Theater. Flight Operations Medical Medic. Honorably Discharged. Provided medical care to forward deployed sailors and Marines in the Seventh Fleet stationed in Yokosuka Japan, and deployed throughout Asia and the South Pacific Theater. Flight Operations Medical Medic. Honorably Discharged.