Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
The Home DepotSenior Manager Software Engineering
Mar. 2021United StatesResponsible for managing application operations and problem management for Supply Chain, POS, Store Applications, Inventory and Replenishment, Payment Processing, and Backend Financial Reporting Supporting over 2500+ locations and 500K employees across North America and Southeast Asia. Directly responsible for managing application operations support and problem management for Supply Chain, POS, Store Applications, Inventory and Replenishment, Payment Processing, and Backend Financial Reporting.
The Home DepotProduct Support Manager - Network Operations and Problem Mgmt
Jan. 2019 - Mar. 2021Austin, Texas AreaResponsible for resolving the most advanced technical and executive level issues, engaging as a Subject Matter Expert (SME) for various aspects of the Support Desk business, and overseeing and aligning many projects across the IT Support Team to help achieve enterprise objectives. This role also drives engagement and operational excellence, sets standards within the Product Support Team, and aids in setting the overall direction for the department. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members and leaders from a professional development and execution perspective.
NTT DATA ServicesService Delivery Executive
Apr. 2018 - Jan. 2019Austin, Texas AreaStrategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution. • Improved relationship with customer to extend contract for another year with annual revenue increase by 10% to include increased support from level 3 technical team and SLA alignment with their customer.
• Executive transition services with client while increasing revenue through additional professional services.
NTT DATA AmericasDelivery Director, Infrastructure Operations and Projects (contract with TXDOT)
Jun. 2016 - Dec. 2017Austin, Texas AreaPromoted to Deliver Director at NTT DATA in June 2016. Responsible for Texas Dept. of Transportation Infrastructure which include, Network, Telecommunications, Mobile Communications, Server Administration, Desktop and Laptop platform management, Project Management, and Vendor Management. Supporting the following departments under Texas Department of Transportation (TxDOT): TxDOT operations, DMV, Intelligent Traffic Systems (ITS), and Toll Operations Department (TOD).
NTT DATA AmericasDelivery Associate Director, Network/Telecom (contract with Texas Dept. of Transportation)
Mar. 2015 - Jun. 2016Austin, Texas AreaPromoted to Deliver Associated Director March 2015. Responsible for managing a team of Network, VoIP and Security engineers providing day to day operational support to network of 300+ sites, to include budgets, capacity planning and future technology road map. Responsible for vendor management and project management, design guidance on major technology implementations. Supporting the following departments under Texas Department of Transportation (TxDOT): TxDOT operations, DMV, Intelligent Traffic Systems (ITS), and Toll Operations Department (TOD).
NTT DATA AmericasService Delivery Manager Network and Telecom at TxDOT
Dec. 2014 - Mar. 2015Austin, Texas AreaPromoted to Network and Telecom Service Deliver Manager. Responsible for managing a team of Network, VoIP and Security engineers providing day to day operational support to network of 300+ sites. Responsible for vendor management and project management, design guidance on major technology implementations. Supporting the following departments under Texas Department of Transportation (TxDOT): TxDOT operations, DMV, Intelligent Traffic Systems (ITS), and Toll Operations Department (TOD).
NTT DATA AmericasNetwork Operations Manager at TxDOT
Jun. 2014 - Nov. 2014Austin, Texas AreaResponsible for $100 million IT support budget overseeing the activities of specific delivery teams within the Infrastructure Service Delivery supporting 375 locations. Additional responsibilities include, but are not limited to: *Meeting contractual SLAs
Overseeing the administration function including installation, customization and maintenance of the systems and system software products in support of business operations and post transition
* Providing technical expertise for system transitions, migrations and consolidations
* Evaluating individual and team performance
* Providing opportunities for career development, teamwork and continual service improvement
* Providing recommendations for network policies and procedures improvements
* Participating in the planning and implementation of disaster recovery procedures to return TxDOT telecommunication access after a business continuity incident. For more details on disaster recovery, refer to the Disaster Recovery section. * Managing third party cable providers to procure, install, and maintaining cabling
* Ordering and managing cabling requests as contractually required.
* Overseeing the maintenance and updating of standard operating procedures (SOPs) * Providing input into TxDOT’s capacity management plan annually
* Providing conference program management
* Participating in the CAB process as per the Change Management Process.
Computer Services IncHIVE Network Infrastructure Manager
Oct. 2013 - Jun. 2014Austin, Texas AreaManage networking operations support consisting of network engineers for fully-outsourced and co-managed customer environments, including vendor management, infrastructure analysis, and design improvements.
• Improved SLA of managed services by developing policy and procedures based on ITIL framework and improving network technicians’ resolution times for incidents. Average resolution times reduced from 14 to 4 days.
• Led program redesigning customer VoIP with ATT. Engaged ATT directly on customer's behalf to provide technical leadership, expertise and energized project back on schedule meeting previous agreed deadlines.
Gryphon TechnologiesSenior Manager Information Technology
Aug. 2012 - Oct. 2013Washington D.C. Metro AreaSelected and groomed to become CIO at Gryphon Technologies, a premier engineering and technical services firm employing over 600 employees’ nationwide providing support to national security operations. Instituted policy and procedures based on ITIL framework to maintain high quality customer support. Responsible for company-wide networking, telephony, technology management and leadership of the IT department staff. Create operational efficiency within the IT function aligning with the business objectives of the organization including: Planning and implementing major modifications to company-wide technology infrastructure, overseeing the implementation of network security at the corporate level and anticipating future network needs and identifying proactive solutions that support company strategy. Active Security Clearance.
• Managed Verizon MPLS and VoIP upgrade across 10 national offices. Turned an 8-month overdue implementation to completion in three months, reduced telecommunication cost $30,000 monthly.
• Developed security policy for network and PC equipment based on current NIST, FIPS 199 and 200 standards. Improved overall security of systems while reducing incidence of malware and botnet attacks.
• Negotiated early termination fees with legacy vendors. Resulted in an average of 30% reduction in fees.
• Performed forensic analysis of corporate website security breach resulting in upgrading open source web development coding, installation of stronger password policy for FTP folder, website intrusion, malware monitoring.
• Instituted cost savings policy and procedures. Identified process deficiencies using ITIL methodologies and created new procedures improving customer resolution times 20%.
VerizonTechnical Program Manager I
Aug. 2011 - Jul. 2012Baltimore, Maryland AreaProvided operational leadership and oversight planning, development, execution, and support of business continuity, solution optimization, and network optimization plans.
• Developed security and network hardening proposal for Howard University and Hospital. Led engineering team to evaluate and design implementation for increasing overall security of infrastructure. Improvements implemented increased network availability 15% and decreased security risk 25%.
• First line escalation for customer issues, providing support and troubleshooting of network and product related issues, producing continuous new business and revenue. Develop risk management strategies and proactive service improvement plans pertaining to service continuity and architect client solutions.
Peri-USA, Inc.National Information Technology Manager
May. 2010 - May. 2011Baltimore, Maryland AreaResponsible for the $5,000,000 IT support budget for a multinational manufacturing and construction design firm. Main areas of responsibilities are Budgets, Project Management, System Administration, Network Operations, Telephony System, Configuration Management, Training and Help Desk Administration. Work closely with United States CFO and Germany CIO to maintain budgetary guidelines and reduce cost by effectively negotiating with 3rd party vendors, improving network infrastructure and implementing new procedures and processes.
• Led planning, design, and implementation of network and security standards utilizing analysis of network security access data creating secure, controlled accessibility criteria. Implementation increased audit controls reporting 20%.
• Redesigned VPN architecture improving, security, streamlining efficiency and optimizing bandwidth resulting in 50% reduction in associated costs.
• Successfully managed national network upgrade increasing bandwidth availability, load balancing, and full redundancy to U.S. offices and the corporate home office in Germany, under cost and on time.
Jacobs Engineering GroupInformation Technolgy Manager (SPoC)
Jul. 2007 - May. 2010Orlando, Florida Area · On-siteManager of IT Site Operations support staff responsible for Southeastern Georgia and all Florida regional offices and construction sites including Customer Support, Network Operations, System Administration, Telecom, and Specialized Software. Responsibilities also include annual budgets, and infrastructure development, planning, and implementation.
•Manage 5 million dollar IT budget for Jacobs Global Building and Construction, Engineering and Inspection divisions in Southeastern U.S.
•Project manager for Florida Department of Transportation installation of GuidSign roadway management and monitoring software for turnpike system
•Technical project manager for City of Orlando Intelligent Transportation System upgrade
•Successfully implemented a strategy to reduce tier 2 and 3 resolution times by 50% while improving QOS by 25%. This work involved replacing tier 1 helpdesk staff with experienced desktop support specialists, improving training documentation and implementing SOPs
•Manage transition of IT infrastructures for acquisitions. Recent acquisitions have included more than 200 employees at multiple locations
•Reduced costs for data and voice services at Tallahassee and Jacksonville offices by more than 20%
•Built partnerships with vendors to provide cost efficient products and support services
Global Card ServicesManager, IT and Customer Support
Feb. 2006 - Feb. 2007Orlando, Florida AreaManaged Operations staff of 15 with the responsibility of providing first class customer service, server and database availability for credit card transaction processing over 8 billion dollars in transaction volume annually for Princess and Royal Caribbean cruise lines, Marriott, Hilton and IHG hotel groups. • Standardized training of current and new employees which provided consistent and timely resolution of customer issues.
• Reduced the average customer issue resolution time from 2 months to 7 days by creating and implementing help desk tier structure and escalation procedures.
• Reestablished confidence in Global Card Services support staff by working directly with customers and Relationship Managers.
• Managed transition of Operations department from Orlando, FL to Englewood, CO.
Jones Computing Solutions (formerly Enygma Designs)President and Owner
Sep. 2002 - Jun. 2010Orlando, Florida Area · HybridIT consulting firm for home and small business network and PC support.
Comtech MobileManager, Network Operations
May. 2000 - Jul. 2005Washington D.C. Metro Area · On-siteManaged Network Operations department, including Customer Support, Network Operations, System Administrators, RMA and Shipping and Receiving departments. The team of 35 provided exceptional technical support for over 50,000 users around the world. • Project Manager for Disaster Recover Project and corporate initiative of consolidating Email and Active Directory services of 8 offices to Germantown, MD location. • Developed, implemented, and enforced standardized operating procedures resulting in 50% reduction in service failure, ensuring 99.99% SLA achievement supporting deployed US Army brigades in Iraq.
• Produced and analyzed daily, weekly and monthly reports, conducted root cause analysis and determined appropriate course of actions. Ensured the consistent achievement of client expectations, interfaced with members of client leadership team via telephone, conferences and face-to-face meetings. • Developed and implemented improvement plan for Return Material Authorization (RMA) and Shipping and Receiving departments. Successfully worked with vendors to clear a 36-month backlog of RMAs to meet contractual agreement and to restore government agencies’ confidence in the organization.
• Responsible for configuration management for Window bases computers to include upgrading and modifications. Standardized the configuration management for customer based PC systems.
• Created standardized testing of equipment, which directly resulted in product improvement and decreased failure rates by 50%.
• Held active secret security clearance
GlaxoSmithKlineSupervisor Forensic Toxicology Testing
Jan. 1992 - Dec. 1999Greater Philadelphia AreaLead and monitored department of 100+ employees in a workflow production environment. Coordinated with logistics to improve productivity by reorganizing delivery routes and times. Performed statistical analysis of department quality and production to exceed set standards. Identified operational issues or problems and recommended appropriate resolutions. Developed procedures and strategies for regional processing centers by coordinating efforts with logistics and senior staff, which increased production by 10% while increasing quality to 99.996%. Point person for communications between main laboratory and sister laboratories across the US.
Intch is a Professional Networking App for the Future of WorkSee more people like James on Intch
100k+ people
130+ countries
AI matching
Get Intch if you'd like to
55188 people
8
CEO @ AssetData
16
Corporate Development Intern @ Solarex LLC
26
Digital Marketing Consultant @ Uberwood Agency
9982 people
15
Investor relations manager @ Exxonmobil cooperation
18
Sales+Project Mgt+Digital Mktg @ Freelance
15
Fractional CFO @ MaxPoint Advisors