Senior Solutions Engineer, Engineering Team Lead

Orion Technology Services | June 2015 – August 2016

Role Summary

Engineering leadership role spanning solution design, managed-services modernization, ITIL implementation, cloud productivity, SharePoint and Project Online architecture, private and hybrid cloud, ITSM integration, and customer advisory work. This role marks the move from systems administration into repeatable solution engineering and service-portfolio leadership.

• Served as lead architect and project manager for a 12-month ITIL implementation that overhauled managed-services offerings, improved SLA discipline, streamlined onboarding, and increased support-staff efficiency.
• Designed service-operation processes for incident, event, standard request, identity and access, and problem management, converting reactive support patterns into more consistent managed-service delivery.
• Mapped identity and access work into the same service-operation model as incident, request, problem, and change management, giving managed-service customers a clearer path for provisioning, access issues, and escalation without creating a separate informal IAM queue.
• Modeled ServiceNow and ConnectWise integrations for incident, event, problem, and change-management workflows, improving the data foundation for shared managed-services tracking across provider and customer systems.
• Modeled ServiceNow and ConnectWise workflows for incident, request, change, and identity-access operations, improving cross-system visibility for provider and customer teams managing shared service commitments.
• Architected Microsoft 365 and SharePoint Online migrations for multiple clients, including a SharePoint environment with more than 150 site collections, helping customers move collaboration content into more governable cloud structures.
• Designed and deployed Microsoft Project Online PMO solutions for six organizations, automating project structure, visibility, and portfolio discipline for customer delivery teams.
• Architected Hyper-V and VMware private-cloud environments integrated with Azure ExpressRoute and Azure Backup, giving customers hybrid infrastructure options with clearer disaster-recovery and availability patterns.
• Designed hosted private-cloud multi-tenancy patterns on VMware-era infrastructure, separating customer environments and access paths in an early control-plane model for managed cloud delivery.
• Built real-time availability monitoring with rapid on-call escalation and prescriptive analytics, helping the Network Operations Center detect integration and automation failures before they undermined service commitments.
• Developed technical training and LMS resources for internal and customer teams, improving adoption of new processes and reducing knowledge gaps across audiences with mixed technical depth.
• Organized engineering for managed services across several dozen Office 365 tenant environments, turning repeated migration and support work into a more consistent cloud-service operating model.
• Governed delegated administration across several dozen Office 365 tenant environments, turning repeated CSP/MSP support patterns into a more consistent cloud-service operating model with clearer privileged-access boundaries.
• Built SharePoint team-site collections for client-services teams, operational teams, executive leadership, and sales, integrating collaboration spaces with CRM, PSA, and other systems so organizational knowledge and service workflows were easier to navigate.
• Completed LogRhythm SIEM training and certification work to support required client projects, expanding the firm’s ability to deliver security monitoring and threat-detection services.
• Developed service-strategy reporting for finance, demand, service portfolio, and business-relationship management, giving executives clearer visibility into profitability, performance, shortcomings, and customer value.
• Consulted with client executives, technology leadership, operational management, and end users to define service portfolios and operating processes, improving the fit between managed-service contracts and the outcomes customers actually needed.