Business Operations Leader / Critical IT Operations

Rate, USD
$100 / hour
Work schedule
Full Time,
Language skills
English
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.

About me

Business and IT Operations Leader who thrives in a fast-paced, dynamic environment and delivers robust operational performance and engaged high-performing teams. Experienced in the design, construction, and operation of mission-critical facilities and customer-facing services. Demonstrated success improving operations teams performance and providing exceptional customer service. I coach, mentor, and build great organizations, partner cross-functionally, effectively influence business leaders, and maintain a laser focus on protecting the business and customer services with 100% service delivery. I help develop, support ,and execute the strategic direction with data-driven budget management and standardization of business processes for consistency and scalability.


Professional area



Education

8/87 BSIE @ University of Louisville - Speed School of Engineering

Experience

2/22 / Present OCI Site Manager @ Oracle

Responsible for the final site fit-out, hiring and training of site team, and implementation of and adherence to US Gov security practices and standards for a classified site and cleared staff. Utilized my knowledge of the underground facility to modify the facility infrastructure and the Colo (Iron Mountain) processes to enable the Colo to meet contractual SLA’s for Security response times. Coordinated personnel activities to bring the DCO Operations staff, and myself, up to TS/SCI-ISA clearance levels within 6 months of hire. Responsible for site implementation of Lean 5S standards and adherence to all Oracle DCO and OCI processes and asset management standards. Currently studying for the Certified Information Security Manager certification.

6/2021 - 1/2022 ActiveCore Advanced Security Operations Manager @ Comcast - Contractor

Tier 3 Support Team Manager at Comcast for Active Core / UTM service rollout. Provided Tier 3 Level Engineering and Triage for difficult/highly technical NGFW (Next-generation Firewall) product incidents and issues that could not be resolved at the lower support tiers. Assumed responsibility for a team of engineers improved team culture and performance. Improved triage methodologies and provided 24-hour resolution to issues that had been lingering for weeks/months. Provided internal and external customer support during the launch phase of the Active Core and UTM product rollouts.

9/2020 - 6/2021 Global Network Operations Center Manager @ Technium Networking

Responsible for Network Management and Operations for 50+ customers. I lead a global 24×7 team to monitor and manage our customer’s network infrastructure, triage and resolve incidents, fulfill requests, and execute changes.
• Implemented ITIL V4 Incident, Problem and Change Management Processes
• Redefined workloads and monitoring strategy to allow customer growth while delivering on SLA’s
• Improved billable time by 20% and standardized processes for consistent execution

3/2016 - 12/2019 IMDC Site Leader - Data Center Colocation @ Iron Mountain Data Centers

Managed P&L, Lead Critical Facilities Team and Operations, Service Delivery and Customer Success, and Critical Infrastructure Monitoring teams. Ensured reliability, customer relationship management, and retention across 15 Tier 3 data center halls.
• Built and directly controlled Cap Ex and Op Ex Budgets ($6M)
• Proposed/managed Facility upgrades, maintenance, and repairs to electrical and HVAC systems, including geothermal cooling in a 100% sustainable underground high-security facility
• Created the portfolio-wide annual operating budget development process and trained all portfolio Site Leaders in the process
• I was a key stakeholder in redesigning the Procure to Pay methods with Accounts Payable
• Ensured personnel Health and Safety (OSHA) and that all personnel complied with safety best practices, corporate training requirements, and HR policies
• Supported all Customer Auditing scenarios (both SOC2 and ISO)
• Act as CAB Chair and Major Incident Manager for the portfolio, and fully accountable for resolution and root cause analysis
• Responsible for the procurement and logistics of materials to enable just-in-time infrastructure installation, all structured cabling, implementation of physical security systems, and site physical access controls

11/2004 - 2/2016 Senior Manager – Data Centers, IT Operations Center, IT Service Operations @ MISO Energy

Supported the evolution of grid and electric market operations through data center facility expansion, organizational change, digital transformation, and best practices in IT and Service Operations.
• I owned a control group in NERC’s Critical Infrastructure Protection audit. NERC auditors excused my team from the audit before it started due to the strength of the control language and evidence
• I drove the adoption of ITIL best practices and designed a new organizational structure to support the new IT Service Operations group
• Responsible for researching, justifying, and implementing various SaaS and on-prem IT solutions and the customization of those tools to meet business requirements
• Accountable for all Hardware and Software Asset Management and license compliance activities and Change, Configuration, Problem, & Event Management Teams, and the Service Request/Incident Management functions.
• Created an Enterprise Monitoring Group in 2006 and hired all personnel. Modified that organization in 2013 to incorporate a Service Desk (became the IT Operations Center)
• Directed the creation, implementation, and improvement of monitoring capabilities and heuristics for systems and infrastructure supporting the markets and reliability of the Bulk Electric Power System. Developed ITIL based best practice processes for Event, Incident, Service Request, Problem, and Knowledge Management.


Recommend this talent

Recommend this specialist