Experience

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  Bixby medical center

  Jan 1986 - Oct 1998

  Service representative
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  Metalloy corporation

  Jan 1997 - Jan 2000

  Information systems manager

  NetworkPhonesHPNovell

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  Ctext

  Jan 2000 - Jan 2001

  Systems engineer

  Citrix AdminSolaris AdminOracle Admin

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  Netlinx publishing

  Oct 2000 - Oct 2001

  Systems engineer

  same as CText

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  Twb company

  Oct 2001 - Nov 2007

  Sr systems admin

  Network Mgr - CiscoNAS Admin - HPUnix Admin - HPCheckPoint AdminNovell Admin - 5Windows Admin - 2000/2003GroupWise Admin - 5Linux Admin - RedHat

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  Toyota motor engineering & manufacturing north america

  Jan 2007 - Jan 2009

  Level 3 technical support - site services
• 

  Hagerty (u.s.)

  Apr 2009 - Mar 2019

  -Technical leader, orchestrating problem resolution through root cause analysis and/or business liaison, providing IT consultation to business stakeholders. -Reduced infrastructure problem MTTR by 55% in the last year. Reduced code induced problem MTTR by 94% since April 2016.-Managed a growth of team responsibilities of 29% with a 15% reduction in headcount through continuous improvements and efficiency initiatives-Increased efficiency by 41% with implementing workflows and automation around change requests, tickets, incidents, requests and problems by building better relationships with our customers -Grows, mentors and leads an evolving cross functional IT support (RUN) team of 13 (remote, contractors & in-house); systems, telecom, network engineers, IT development (application) support, claims systems support & operations (Change, Problem and Performance Mgt). -Orchestrating 1000+ IT changes annually & leading root cause analysis. -Leads all production monitoring & support; Web/WCF, VMware, including Horizon View environment for work from home/remote employees & contractors, internal & external data feeds, stretch network architecture, as well as enterprise backups & second/third level (internal and external) customer support within the US (inc. 300+ call center), Canada, UK & Germany-Collaborates with departments, business partners & teams to build & optimize processes and procedures from On Call escalations, ITSM, ITAM to SLA and OLA creation/refinement & training, including operational security tasks/documentation -Infrastructure SDLC process, policies, procedures and standards -Leads response efforts to critical system outages. -Leads application development and test engineer tasks with identifying and resolving application bugs. -Drives bug identification and resolution process improvements-Leads contractor development resources tasks with resolving data feed issues and improvements with our large carrier partners Show less Provides tactical and strategic direction to ensure the stability and continuous improvement of core business systems, database, applications, change management and business continuity. Responsible for problem management and performance monitoring, working in partnership with technology teams and business stakeholders. Provides leadership and direction to the IT change management process.Project Delivery• 2017 Service Now: Delivered on time and on budget. Scope stretched across IT operations, IT engineering, Facilities, HR, and other major business stakeholders. • 2017 SiteCore Load Testing: led the selection and implementation of our performance testing tool, supporting the launch of our new website. This ensured that our company will be able to grow and provide an excellent experience for our members. • 2017 App Dynamics: Partnered with developers to deploy this application performance monitoring tools. Used the output to reduce mean time to resolution figures and quote response time. • 2017 Continuous Improvements: Drove several continuous improvement initiatives across the enterprise that involved Product Ownership of Corporate Services, Information and Security allocation, application dependencies, Send Word Now, View env, Isilon env and Agency Servicing.• 2016 Web Env Re-Architecture: Led a team of SME’s across digital commerce, application development, release management, infrastructure and HR training to architect, build, test, and implement a more stable and scalable web env across five environments • 2016 IT BCM Document Center Implementation: Led an IT central point of documentation initiative to review existing IT documentation for confirmation and justification of current environment and processes.• 2016 Continuous Improvement Initiatives: Drove several continuous improvement initiatives across the enterprise that involved specialty product performance, web asset compression, product development, business intelligence and Security. Show less Leading the Server, DBA, Network teams as well as Telecom Infrastructure and IT Services System AdministratorUtilizing, VMware 5.1, Site Recovery Manager (SRM), RecoverPoint, Cisco UCS, Microsoft Windows Server 2008, Microsoft Exchange 2010, EMC VNX 5700, SQL Server 2008, What's Up Gold, Microsoft SCCM, SharePoint 2007/2010, Amazon S3, IIS 7.0, Cisco 5k's, 7k's, 4500's, 3750's, 6513's, 6504's, Citrix Netscaler Environment, Citrix Xen Server Environment, Veeam, Symantec Netbackup, Nortel CS1K, CallPilot, CallXpress, Rightfax, Avaya Aura Contact Center, Service Desk Express (SDE), and SQL Server Reporting Services (SSRS), Show less

  • Senior IT Operations Manager

    Oct 2017 - Mar 2019

  • IT Operations Manager

    Jun 2015 - Oct 2017

  • IT Infrastructure Manager

    Oct 2013 - Jul 2015

  • IT Infrastructure Manager

    Apr 2012 - Oct 2013

  • Systems Engineer

    Apr 2009 - Apr 2012
• 

  Baker college of cadillac

  Jan 2015 - Dec 2016

  Adjunct professor

  Assist with enlightening and leading Baker students in Information Technology, Leadership, Project Management, Business Management and Global Business curriculum.

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  Honeywell

  Aug 2019 - Jan 2021

  Sr program manager - peak power savers
• 

  Iron mountain data centers

  Jan 2021 - now

  Director