Log in

Login to your account

Username *
Password *
Remember Me
Loading...
Show More
Add this resume to contact form Yes No
Back to Search Result GO

Information Technology, Cyber Security, Customer Experience and Operations Expert

Technical Consultant #2513


Expertise

Summary 

  • Organizational Leader of a mid-market service provider with 15 years of technology leadership experience managing a global team of over 300 skilled team members.
  • Expertise in building, delivering and supporting complex technology solutions for mid-market and SMB (Small Business and Midsize) customers.
  • Practiced leader and manager of individuals, projects, processes, products and strategic initiatives.
  • Proficient in developing teams of all skill levels to deliver a consistent and superior customer experience.

ITIL Framework

  • ITIL
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • IT Risk Management
  • Change Management
  • Knowledge Management
  • Event Management
  • Access Management
  • Incident Management
  • Problem Management
  • Customer Satisfaction Surveys
  • Net Promoter Score
  • Request Fulfillment
  • Service Level Management
  • Change Advisory Board
  • Operational Level Agreement (OLA)

Disaster Recovery 

  • Business Impact Analysis
  • Process Mapping
  • Tabletop Exercise
  • RTO - recovery time objective
  • RPO - Recovery point objective

Compliance Readiness 

  • HIPAA
  • PCI
  • GDPR
  • CCPA
  • FERPA
  • policy creation
  • process creation

Cyber Security 

  • vulnerability scan
  • cyber due diligence for M&A
  • IT M&A Due Diligence
  • IT Asset discovery
  • patch management
  • penetration test
  • social engineering testing
  • security awareness training
  • vendor risk assessment
  • cyber security risk assessment
  • Cyber Resilience
  • CISSP
  • Ransomware Prevention

Project Management 

  • Certified Scrum Master
  • Scrum Master
  • IT project management
  • IT Services
  • IT Budget Planning and Management
  • Reduce human failures
  • cloud migration
  • web hosting
  • email
  • domain names
  • Technology Adviser

Experience

Undisclosed Company, SVP, Customer & Technical Operations, 2005 - Present

  • Global customer experience. Providing solution delivery, security and technology.
  • Lead operational functions for a 300-member, globally distributed organization with a $20 million personnel budget.
  • Accountable for overall customer satisfaction, the onboarding & delivery experience, and availability and security of all customers.

Director and Vice President, Technical Operations, 2011 - 2015

  • Led a 60-member team focused on the availability, capacity, and security of all corporate and customer assets including single and multi-tenant servers, public and private clouds, enterprise data recovery tools, and network and security infrastructure.

Systems, Datacenter and Security Manager, 2008 - 2011   

  • Led team of systems administrators and datacenter operators that were focused on provisioning, management, and maintenance of an assortment of enterprise and multi-tenant platforms, applications and systems.

HostMySite, Newark, DE, Customer and Technical Support Manager, 2005 - 2008

  • Led and developed L1, L2 & L3 technicians in providing excellent service to our SMB web hosting and domain name customers.

Career Highlights

  • Professor, College of Technology, Wilmington University
  • Systems Administrator, HostMySite
  • Technical Support Specialist and Onsite Tech Consult Dynamics / DCANet
  • Small Business Technology Consultant and Trainer (Independent Contractor)

Honors & Publications


Credentials

  • A. S. in Media, Design and Technology, Wilmington University
  • Leadership Mastery Series, Bell Leadership Institute
  • Management Development Certificate, University of Delaware Professional Studies

Education

  • B. S. Information Resource Management, (Magna Cum Laude), Wilmington, University, DE 
Back to Search Result GO