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Work Background
Blue LayerDirector of Engineering
Jun. 2024Lubbock, Texas, United States
AmazonAmazon Health
May. 2021 - Nov. 2023Houston, TX• Built a highly professional Enterprise Engineering team for overseeing all first-and-third party applications. Improved customer experience by developing team tenets and charters to define the team's objectives, resources, and constraints. Worked with senior leadership to develop PRFAQs, PIDs, one-to-six-page narratives, MCMs, and COEs, and enhance overall IT performance.
• Increased team productivity by 40% and implemented automation and process improvements to corporate development infrastructure.
• Coordinated a successful migration of all corporate resources into the cloud, reducing overall costs and improving scalability and reliability.
• Developed Enterprise IT services standards and processes for onboarding and offboarding 2,000 new users annually, resulting in an average time-to-service reduction of 17%.
• Drove organizational transformation through the establishment of an IT Governance Board comprised of key stakeholders, leading to 50% improvement in efficiency and quality in 8 months.
• Spearheaded the development of a quarterly DevOps Service Review process, managed recurrent training for 6 teams, and created SLAs for key services which increased customer satisfaction by 57%.
• Oversaw team of TPMs and engineers, successfully trained and reinforced team efforts to achieve a 30% increase in productivity with a keen focus on Amazon Health and Mergers and Acquisitions.
• Contributed significantly to managing several projects and creating papers, such as departmental separation of duties, SOPs, promotion documents, monthly business reviews, and technical documentation. Assisted engineers in planning, organizing, prioritizing, and implementing solutions for stakeholders, senior executives, and business activities.
• Improved cycle times by 25%, increased technical documentation accuracy by 45%, and decreased team turnover by 14%.
• Developed and communicated project schedule and execution plans to ensure successful timely completion of projects.
AmazonAmazon Health
Jul. 2020 - May. 2021• Tier I and Tier II remote and onsite IT Manager. Maintained team job satisfaction 96%, manager satisfaction 96%, and CSAT 99%.
• Designed and implemented technical processes and procedures to reduce IT incidents and issues resolution time by 70%.
• Streamlined operations to increase performance, optimization and risk mitigation by implementing proactive monitoring, patching, and backup systems.
• Developed, implemented, and managed IT Security compliance procedures with 100% support and compliance from the IT teams covering all locations.
• Defined, documented, and communicated IT policies and procedures to ensure strategic and operational alignment with company directives and standards, and the highest level of customer service.
• Improved service delivery by researching, recommending, and implementing new technologies.
Nessit LLCTechnical Lead
Apr. 2018 - Jun. 2020Somersworth, New Hampshire, United StatesI led a cross-functional team that included a helpdesk, systems administrators, systems engineers, a virtual CIO, and project management. I created and implemented a growth strategy for MSP, covering product, price, possible clients, budgets, long-term technological plans, and human hires. By implementing new technologies like as Autotask, Datto, Socket Quoting, Compliance scanning and management, Network and Security scanning and management, and policies and processes, I changed businesses into digital organizations.
Key Accomplishments
• Ensured seamless overall internet flow by managing network overhauls focusing on security and compliance.
• Improved business profitability by increasing revenue and growing Nessit to compete with major MSPs in New Hampshire and Maine.
• Enriched customer satisfaction by assisting clients in the development and implementation of new technologies and policies to align with business needs.
Micron Products, Inc.IT Manager (Interim)
Aug. 2017 - Apr. 2018Fitchburg, MAI maintained a level of service internally within an organization through the implementation of internal Service Level Agreements. I assisted in the implementation of new wireless technology, including the use of RADIUS for all employees. I developed and executed plans for the new ERP system.
Key Accomplishments
• Developed the first IT budget and five-year strategy to account for growth and changing norms.
• Eliminated costly expenditures and kept hardware up to date with the implementation of computer replacement policy.
New Hampshire Public RadioSenior Systems Administrator
Aug. 2015 - Aug. 2017Concord, New Hampshire, United StatesThrough the development and implementation of a five-year plan for the IT department, I ensured progressive growth and smooth operations. By managing CAPEX and OPEX budgets, I make use of all necessary resources. I advanced strategic plans for upgrading EMC VNXe to Nimble Storage.
Key Accomplishments
• Ensured better, more efficient hardware with less chance of failure with network infrastructure upgrades.
• Enabled virtual machines running older versions of VMware Tools to run in the configuration on newer versions with VMware up gradation.
InsperityServer Applications Administrator
Mar. 2014 - Aug. 2015Bryan/College Station, Texas AreaI used exceptional technical expertise to set up a SQL Server 2012 six-way WAN cluster with AlwaysOn. Increased operational efficiency by implementing new source code from developers across multiple applications. PCI-compliant software was installed to protect sensitive cardholder data (CHD) processed in data centers.
Key Accomplishments
• Defined and executed ITIL standards to help businesses build and organize a solid IT management system while ensuring continuous improvements to their IT services and provide high-quality customer service.
M2 Technology Inc.Systems Administrator
May. 2010 - Mar. 2014Responsible for day to day systems administration and proactive monitoring.
Worked with C#, VB, and ASP .Net developers in gathering requirements, upgrading, and
testing websites and applications.
Scoped, scaled, and implemented GLPI for a Helpdesk system.
Implemented various software for in-house and remote locations.
Manage remote locations and users from all over the United States. Have been requested
on several occasions to be the one to handle their issue.
Texana CenterNetwork Technician
Mar. 2007 - Apr. 2010Basic HelpDesk and Junior SysAdmin responsibilities.
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