Experience

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  Mri software/intuit

  Feb 1999 - Apr 2011

  Projects managed include 3 separate multi-million dollar data center relocations and build outs, software life-cycle and roll out, client implementations and upgrades for 400 clients multiple times per year, process improvements (ITIL methodology) across departments and countries for over 500 employees. Developed project plan, coordinated staff and executed client software migrations for 400 clients and 20,000 end users. Completed for 3 separate versions of the software as well as multiple hotfix role outs. Managed Project to research, evaluate and implement software packages for change management, help desk, asset management, facilities and incident management. This started with a team of 14 using these methods and was soon adopted by the company of over 400 employees worldwide. Budget for project was $75,000. Held weekly change management meetings for change approvals and reviewed all changes for accuracy and completeness. Reduced system incidents/outages by 40% and provided faster resolution time for problems. Assisted in the development and execution of projects to migrate company infrastructure from previous ownership. Had to bring all internal systems back to datacenter including Network, Exchange, AD, SAN Storage, Phone system, CRM. Budget of $5M was placed on this project. Was able to deliver on budget and on time. Became company expert on software security. Worked with clients and programmers to improve the security module, make it more user friendly and allow for future growth. Changed the way the SaaS model worked with security so the client could maintain the classes themselves. Trained employees as well as clients on the security module which allowed the support reps to better serve the client calls faster and allowed the client to take a more proactive role in their software. Also worked with Product Development to include base security roles in the product that was shipped to on site clients. Show less Responsible for managing 7 employees on a day to day basis. Assisted the datacenter team in resolving issues and training members of the team to expand their knowledge. Datacenter team were responsible the daily operations of over 300 servers in the SaaS environment.Implemented Change Management, Asset Management, and Incident Management within the team.Performed mid-year and yearly reviews of employees.Responsible for hiring and releasing members of the datacenter team. Maintained the on-call schedule for the entire Technical Operations team. Planned and assisted in the execution of the SaaS Disaster Recovery plan.Manage projects from inception to completion for Datacenter team.Reduced the number of active software versions supported by the SaaS environment from 7 to 2 resulting in improved productivity of the datacenter team and quicker deployments of hot fixes to clients. Lowered the number of physical servers supported by the SaaS offering resulting in resource recovery of 25%. Coordinated software releases and hot fixes for the SaaS environment from QA release testing to implementation.Developed project plans to migrate clients from present software/platform to the SaaS model.Developed change management calendar for Datacenter activities. This calendar is used by the company to coordinate hot fix testing, deployment, test environment setup, datacenter outages and production blackouts. The result of this tool has created a predictable flow for releases and lets the company know when resources are available. Managed Microsoft licensing for SaaS offering averaging $1 Million per year. Reduced licensing expenses by $200k per year by vitalizing machines and working with company to migrate to a web solution with our software. Facilitated communication with the international offices and improved working relationships. This resulted in faster issue resolution for the international clients and facilitated the company’s global expansion. Show less Built and maintained over 300 systems in the SaaS environment.Excelled at the SaaS software security and became the product specialist in our department. This resulted in teaching our own employees the security module and we developed a training course for our clients which increased our revenue. Worked with clients in every aspect of the SaaS offering from connecting to printing to setting up users and developing security to meet their company's needs. Participated in on-call rotation with other technicians.Facilitated communication with the international offices and improved working relationships. This resulted in faster issue resolution for the international clients and facilitated the company's global expansion. Developed procedures and policies for SysTrust and SaS70 audits. Coordinated the audit every year beginning in 2002. This resulted in the acquisition of many new clients. Participated in datacenter relocation. Consisting of SaaS and corporate environments, downtime experienced by clients was minimal and business disruption was minor.Coordinated client communications regarding planned and unplanned outages, resulting in increased client satisfaction. Front-line customer support for all technical issues in SaaS environment. Restored, backed up and built SQL databases. Worked with SQL 7, 200 and 2005. Worked with LightSpeed backups.Manage Microsoft licensing for SaaS offering averaging $400-600k per year.Assisted the datacenter team in resolving issues and training members of the team to expand their knowledge. Show less

  • Project Manager

    Dec 2008 - Apr 2011

  • Datacenter Manager

    Mar 2006 - Dec 2008

  • Systems Admin

    Feb 1999 - Mar 2006
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  Oe connection

  Apr 2011 - May 2013

  Internal operations manager

  Responsible for managing 3-7 employees on a day to day basis. Assisted the Operations team in resolving issues and training members of the team to expand their knowledge. Implemented EMC VNX 5300 installation projectPlanned and implemented Exchange 2003 to 2010 upgrade projectPlanning internet bandwidth upgrade and redundancy installation projectPlanning Cisco switch upgrade and redesign project.IT and Operations teams were responsible the daily operations of over 50 servers in the SaaS and internal environment.Implemented Change Management, Asset Management, and Incident Management within the company.Performed mid-year and yearly reviews of employees.Responsible for hiring and releasing members of the Internal and Operations teams. Maintained the on-call schedule for the entire Operations team. Planned and assisted in the execution of the Disaster Recovery plan.Manage projects from inception to completion for Internal and Operations teams.Implemented Helpdesk ticketing software and established company policies for contacting the Internal IT department and opening tickets. Manage cell phone contracts, company policies and purchasing process. Have been able to save the company $25,000 over the course of the past year by identifying issues and placing better policies and tracking system in place. Evaluating mobile device and cell phone policies and looking to implement security around each platform.Managing upgrade to the company Exchange server, developing and implanting Exchange standards and policies to better position the company for future growth. Managing upgrade to current Cisco phone systemAssist company in identifying security risks and work to implement policies and procedures to eliminate those risks. Complete client audit questionnaires. (SOX) Show less

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  Yardi systems

  May 2013 - Dec 2015

  Technical services manager

  Managed 3-7 employees on a day to day basis, performed reviews, 1 on 1’s, set goals for each employee. Encouraged cross departmental collaboration and training. Forging and maintaining relationships with ILS and third party web design companies for client feeds for rental listings. Troubleshooting connection and data issues for clients and vendors to ensure consistent data flow and integrity. Maintaining MITS and API feeds to clients so the most current data is available for potential renters. Traveled and trained team members in offices around the world so support and integration of the products would continue for clients around the clock. Show less

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  Mri software

  Jan 2016 - Nov 2017

  Sr. qa engineer

  Senior level QA for Connect suite of products and integration into partner solutions and main MRI Software. Work in development sprints following the Agile SDLC methodology for development and delivery. Lead daily SCRUM, TCC’s and retro’s. Facilitate post mortems so root causes can be identified and process corrections be put into place to ensure a future failure is not encounteredWork with PM, PO and developers for the different product offerings to ensure the integration and solutions being created meet or exceed client expectation in Agile capacity. Integrated client participation during the development process for one major sprint. By getting clients involved early the developers were able to show what they had worked on and were working on and the client gave real time feedback so changes could be made early on, expectations were discussed by all and realistic goals were set for the sprint. The end result was the client was delivered a better product, with fewer regressions and the team created a product that could grow and change easily. The client was actually delivered more than promised due to the collaboration with the Product Development team. Sat with other teams to understand how they supported and implemented the product we developed. By understanding their jobs the PD team was able to assist in producing support tools that made the support and ops teams jobs easier and they were able to help the client faster. Support other teams when software issues or questions arise to ensure minimal down time for the client. Guide teams to think outside of the box for PD and products Show less

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  Kenan advantage group

  Jan 2018 - Jun 2018

  Inteface coordinator

  6 month contract.

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  Randstad

  Jul 2018 - Apr 2021

  Sr. change manager - contractor
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  Progressive insurance

  Apr 2021 - now

  Incident manager