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[wptabtitle]Operations Manager, Managed Services – MCPc, Inc. – (8/2015 – Present)[/wptabtitle][wptabcontent]

• Provided Quarterly Business Reviews to measured SLA’s for Managed Service customers
• Scopes of Work and Contract Renewals – Quoting, solution architecture, contract language
• Managed customer agreements, SLA’s, contract renewals, and technical sales
• Partnered with business unit leaders to plan and deliver customer-centric staffing solutions
• Oversaw customers’ IT environments and partnered with business leaders to
  deliver score-carding and quarterly business reviews
• Program Management for the Managed Services Organization
  • Developed internal SOP’s designed for organizational improvement
  • Re-designed SLA standards for customer agreements
• IT Project Management and IT Team Leadership
  • Led multiple customer-embedded teams for project fulfillment
  • Worked with cross-disciplined technician groups to deliver on-site projects

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[wptabtitle]Manager, Dedicated On-Site Resources – MCPc, Inc. – (12/2013 – 7/2015)[/wptabtitle][wptabcontent]

• Team Leadership – Lead teams of up to 43 technical resources across 15+ customer locations
• Talent Acquisition – Responsible for interviewing and hiring technical personnel
  • Interviewing and screening candidates for the following:
    • Management/Supervisory roles
    • Technical/Support roles
• Managed various enterprise projects in partnering with customers to meet internal IT project demand or to help their customers succeed
• Provided infrastructure, personnel, compliance, and internal processes consulting services to customers
• Redesigned, Implemented and Managed Change Control processes and procedures across Managed Services
• Provided customers with on-site staffing solutions, custom-built to fit size and need
• Assumed P&L responsibilities for Managed Staffing organization
• Managed teams of technicians to quote, deliver, install, and maintain systems and upgrades
• Program Management for the Managed Services Organization
  • Developed internal SOP’s designed for organizational improvement
  • Re-designed SLA standards for customer agreements
• IT Project Management and IT Team Leadership
  • Led multiple customer-embedded teams for project fulfillment
  • Worked with cross-disciplined technician groups to deliver on-site projects

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[wptabtitle] Manager, Information Technology – Energy Focus Inc. (8/2008 – 12/2013)[/wptabtitle] [wptabcontent]

• Strategic planning and tactical workflow in a multi-site, international publicly held company
• Project Management and comprehensive data-center oversight and migration from physical to virtual
• Developed vendor relations and strategic partnerships to support growing internal I.T. services
• People-facing and hands-on daily technical support for internal break-fix
• Supported national/international users to provide security and access to network resources
• Network infrastructure and data center oversight, with day-to-day hands-on involvement in systems management and operations
• Budgeted and planned support for all locations to deliver complete I.T. infrastructure solutions
• Developed internal systems and procedures to support both SOX and ISO-9001 compliance certification
• Partnered with business unit leaders to plan and deliver specific solutions for their teams
• Managed team of consultants to deliver projects, installations, system maintenance and upgrades

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[wptabtitle] Consultant – DSP Solutions (9/2006 – 8/2008)
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• Multi-location Active Directory setup across WAN for Cleveland Water Department
• Configured new and improved network diagrams for Great Lakes Science Center
• Configured Active-Directory authenticated single sign-on extranet for Centers for Dialysis Care
• Migrated enterprise environment Novell to Microsoft Windows for National City Bank, Microsoft, HP
• Consulted on multiple smaller projects for simple server setups and break-fix solutions
• Setup and configured Help Desk and Intranet solution from the ground up for Centers for Dialysis Care in greater Cleveland

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[wptabtitle] Operations Manager – Clarke Electric (3/2004-9/2005)
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• Supervised team of 13 to deliver commercial security solutions for banks, schools, and other high profile business partners in Northeast Ohio.
• Oversaw commercial installations from start to finish for huge customers like Wal-Mart at several locations across Ohio and Pennsylvania
• Hands-on, customer-facing team leadership to deliver problem resolution in a high-paced, high-pressure management role
• Managed field technicians for service and dispatch oversight on all service calls
• Administrated Windows Server 2003 / NT environment to provide internal services
• Collaborated with senior management to determine business vision and mission statements
• Lead internal warehouse and support staff for purchasing and inventory
• Handled purchasing and tech support for installs and troubleshooting

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