Information Technology, Cyber Security, Customer Experience and Operations Expert

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