Timothy Dorcas: Managed Services Lead in Dana Point, CA

Manage and assist day to day IT operations for such clients as United Way of Calgary, Ironline Compression, Three Point Energy, Western Electrical, and Compass Compression Rebuilt all Operational Support Material used by the Service Delivery Team Helping to incorporate ITIL based practices (Service Delivery, Incident Mgmt, Problem Mgmt) Overseeing the migration of Ironline’s primary infrastructure to Cloud Infrastructure Working with United Way to create and implement a Disaster Recovery Solution Senior escalation point for IS team.

Manage and maintain upwards of 130 servers located in 8 locations Design and Implement Active Directory Domain Migration Maintained Office365 Hybrid Environment for Exchange. Senior escalation point for IS team.

Manage Infrastructure and Toolsets for Shared Services Achieve 90% of roadmap based on 45 major projects for 2012 Optimized both Nimsoft and N-able Monitoring Toolsets Automated NOC tasks that saved over 1500 hours during calendar year Innovated new systems that achieved 500% performance improvement while costing 1/5 of the standard price point. Designed, managed, and implemented $1M Desktop Obsolesce Project for WestJet Helped implement new Governance model to improve Service Delivery and create metrics to define our Service levels Designed ITIL based solutions to improve efficiencies around Incident, Problem, and Change Management. Created KPI’s to define IT service success criteria for clients to help them demonstrate IT performance to the business Responsible for a managing a team of 30 consultants working at 15 different sites Helped implement new Governance model to improve Service Delivery and create metrics to define our Service levels