Tom L

* Started as interim in September of 2017 and promoted into role in January of 2018 * Lead a team of Engineers within Infrastructure Platform and helped provide strategic and tactical focus for IT Operations * Overall team responsibilities included Storage, Compute, Cloud (Azure), Citrix, Server Administration (Windows and Linux), Patching, Data Centers, Exchange, and Monitoring (Solarwinds and Splunk) platforms Team Achievements * Implemented capacity planning and management of systems * Redesign and implementation of automated Windows patching (Reduced manual steps by 85%) * Citrix platform design and upgrade to Windows 2016, as well as removal of legacy bad practices * Storage platform redesign and removal of singles points of failure of critical file systems

* Brought on to transform a legacy Mainframe Batch Operations team and help transition them to be successful as a Tier 2 Support team. * Coached and recruited new team members * Documented phased strategy and built consensus on transformation strategy across Technology and Security * Built foundational processes, procedures and guidelines * Implemented two of three strategies, before I was promoted

· Guide, train and educate data staff on the best practices related to all service owner issues * Manage front line and Sr Engineers * Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs * Manage a diverse team of data center engineers with varying skills * Provide weekly reports to the leadership team * Sales Engineering to help define ongoing business partnerships with new and existing clients * Helping develop and optimize the current Operations team curriculum, process, and procedures * Developing and optimizing Implementation process and procedures

* Managed and lead highly skilled team consisting of Networking, Windows, Linux, Telco, DBA, and the Service Desk * Worked with Information Technology Director and business owners to establish challenging IT goals, plans and objectives that support the company's vision. * Managed and maintained positive working relationships with IT solution and service providers. * Overseen day-to-day and project related IT activities * Helped the organization understand the capabilities of current IT resources and find ways to improve productivity and overall business performance. * Evaluated, revised, and created internal processes to reduce costs and increase efficiency. * Designed and implemented lean concepts and principles within the IT function * Defined tasks and requirements to the appropriate level of detail to enable accurate and timely implementation. * Facilitated discussions and consensus among various company stakeholders.

* Managed the technical operations team including Windows, Linux, DBAs, Implementations, and Network Engineers. * Responsible for ensuring team is meeting or exceeding departmental KPIs. * Coached and mentored team to successfully maintain quality, case management, change management and process adherence. * Developed programs to strengthen client intimacy. * Responsible for the development and implementation of all all new processes for each team.

Responsible for managing prioritizations and communications for end-to-end provisioning activities for infrastructure needs to support the Managed Services and Cloud business lines. Also responsible for process and work load management, accurate and timely installation of services, and recruiting and retention of staff. Process owner for implementing and managing standardization and improvement initiatives for policy, process and procedure in the business line for company build standards, forecasting and establishing quality performance standards to achieve Company objectives and client satisfaction. * Developed, maintained, and communicated relevant policies, processes and procedures that support consistent implementation of technical projects. * Implemented and managed strategies and tactics to meet delivery obligations and to achieve Company objectives. * Supervised Infrastructure Implementation resources to effectively monitor manage and measure workflow. * Maintained collaborative relationships with key department managers in the Company to ensure that Implementation policies and procedures are aligned with departmental goals and appropriately documented, and to coordinate strategies involving Implementation interaction with Service Delivery teams. * Performed consistent, continual performance management to provide opportunities for employee development and to identify areas needing improvement.

As a Technical Operations Manager I was responsible for leading a team highly skilled enterprise level systems engineers to support Layered Tech’s top 50 client base. Directed daily operations within the team which consisted of configuration, proactive maintenance, and level three support for our designated client base in a 24x7 environment. - Delivered superior enterprise level client service through professional, comprehensive, and timely resolution of escalated incidents and requests - Lead designated support engineers through regularly scheduled performance reviews - Execute programs that lead to improvements in support and request process/execution - Provided successful execution in change and incident management - Ensured successful management of daily support operations - Maintain and improve Client Satisfaction ratings - Provided crisis management during client outages and impacting events. During such crisis, this leader will serve as the main liaison between senior management, the technical team and clients on a 24 x 7 basis - Worked closely with engineering staff to identify, resolve or escalate client issues according to procedural documentation and training - Provided and obtained timely updates to/from relevant parties (internal and external) in relation to change and incident escalations

- Plan and manage day-to day operations for operational team that was wholly responsible for 15 out of the top 30 largest clients at GSI - Planned and executed professional development and leadership of technical staff - Established operational objectives and work plans; liaise with sales and marketing managers to maximize synergy among departments. - Create and execute operational procedures and audits in compliance with company regulations and third party regulators (VISA/DSS SOX / ISO - Review technology requests and work with direct reports to schedule and complete projects - Liaised with engineering and direct reports to assess client needs and provide solutions - Developed customer profiles and technical documents in compliance with corporate standards - Helped define day-to day guidelines on how a team should be managed and lead

* Day to day systems administration, project management, and systems engineering for the Top tier clients of GSI Hosting * Implemented Disaster Recovery, SANs, Backup Platforms, Windows Clustering, Load Balanced Web Applications * Tier 3 Escalation for Technicians * Overseen daily performance of computer systems and ensuring that each server has 100% uptime * Troubleshooting of networks, web services, mail services and overall aspects of an ASP solution * Maintained a broad knowledge of operating systems (specifically Windows [Server 2003 and 2008] and Linux [RedHat and CentOS5]), programming languages and hardware