Mark Lium, MSITM

Experience

• 

  Microsoft

  Jan 1997 - Jan 2005

  Provided third tier Enterprise phone and email support to large enterprises for all versions of Microsoft Exchange Server.• Provided:- Expert level guidance on and support of Exchange 5.5, 2000 and 2003- Exchange topology design, migration planning, setup and troubleshooting- Exchange Hosting guidance Mark provided consumer and enterprise support for all versions of Windows technologies, specializing in messaging.

  • Tier 3 Support Escalation Engineer

    Jan 2001 - Jan 2005

  • Support Engineer

    Jan 1997 - Jan 2001
• 

  Microsoft

  Jun 2005 - Apr 2009

  Operations Engineer

  • Provided project management, administration, design, engineering, implementation, maintenance and troubleshooting of a full-scale enterprise-grade test platform to prove Microsoft technologies in the ISP Hosting segment with over 24,000 users. • Our user base was made up of Microsoft employees and contractors worldwide. • Many Microsoft executives (Group Managers, Directors, VPs) hosted their public-facing personal blogs, team blogs, email and web sites on this system, making reliability and performance a high priority. • The infrastructure included 120 rack-mounted servers, 30 dedicated Cisco switches, 4,200 SQL 2008 databases, 24,000 Exchange 2007 mailboxes with 2,300 email domains, 16,000 IIS7 web sites, and 1,540 Windows Media Services streaming sourcesNotable Achievements:• Implemented Bit Rate Throttling technology on all web servers in the organization, reducing Internet bandwidth costs by $150K (80%) per year, without a reduction in service quality.• Utilizing Virtual Machine Manager and established Windows deployment methods, reduced Virtual Machine deployment time by 90%.• Designed and implemented a backup system to allow any piece of the organization’s data to be restored to the nearest 6 hours. This also reduced backup windows from several hours each night to a few minutes each day.• Realized savings of over $100K per year by redeploying hardware that still met hardware requirements rather than buying new hardware.• Migrated Exchange Servers to a SAN-based storage system increasing the storage performance permitting higher mailbox density and fewer servers, ultimately reducing expenses by 50%.• Implemented a high availability Active Directory infrastructure of 24,000 users and 8,000 Internet-Facing DNS zones.• Created a Virtual Server infrastructure including Windows 2008 Hyper-V and System Center Virtual Machine Manager (SCVMM) 2008. Show less

• 

  Colliers International

  Apr 2009 - Jul 2013

  Global Messaging Manager

  • Managed the global messaging initiatives in the company's 10 datacenters worldwide • Drove the compatibility and high performance requirements of the global Enterprise messaging system. • Managed a team of five administrators and engineers consisting of FTE and contract employees located in Seattle, Toronto and India working across geographic and cultural boundaries.Notable Achievements:o Designed and implemented a highly available, scalable and extensible Office 365 Hybrid cloud environmento Migrated 3,000 mailboxes to the Office 365 cloud. Developed custom scripts to enable mailbox migration in a controlled manner as well as automation scripts to create and distribute migration progress reports to stakeholders.o Re-architected the North American Exchange design to reduce the server count by 50% with no reduction in service. o Designed and deployed Skype for Business globally to provide telephony and teleconferencing serviceso Technical Escalation Resource: Provided strategic and tactical direction, as well as third tier support to other regions and partners (over 100 globally) in support of their messaging and collaboration systems. Show less

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  Russell Investments

  Aug 2013 - now

  Manager, Communication and Collaboration Services

  • Managed all communications into and out of the company globally, including Email, Telephony, Enterprise Fax, MS Teams, Email/IM/Voice Compliance technologies, Unified Messaging, Call Centers and call recording, in the company's 4 datacenters worldwide and Microsoft 365. • Managed a team of administrators and engineers consisting of FTE and leveraged managed services employees located in Seattle, Texas, Mexico and India, working across geographic and cultural boundaries. • Served as Global ITIL Incident Manager, managing IT incidents worldwide including Major Incidents involving all technical towers and levels of management.• Led a high-performing and diverse team of FTE and 3rd party service providers including recruitment, training, and daily operationsNotable Achievements:• Successfully transitioned from regional PBXs to global Enterprise Voice and teleconferencing, leveraging MS Teams. This reduced telecom costs by ~$1.3million annually• Reduced license costs in my area by 28% through carefully auditing license requirements and cutting waste• Migrated the global phone system from an expensive hosted Cisco PBX to on-premises SBCs owned and controlled by Russell, saving hundreds of thousands of dollars each year on expensive Cisco services and licensing• Migrated from a hosted Virtual Call Center to using native MS Teams call queues globally, saving ~$100K per year and improving flexibility and deployment speed of requested changes• Resolved dozens of major incidents by gathering resources, communicating to stakeholders and end users, and coordinating the cross-platform troubleshooting conference calls during these high-stress outage scenarios worldwide• Ensured a high performance and reliable compliance infrastructure to enable compliance teams to perform daily governance reviews of all written communications into and out of the company, and targeted voice communication monitoring where required Show less