Brian Pickett

Hi, I'm Brian Pickett. Welcome to my profile!

Brian Pickett's Bio:

Brian Pickett's Experience:

• Head of Managed Services Delivery Americas at Hitachi Vantara

  June 2019 - Present | Chandler, AZ

• Consultant | Program Manager | Project Manager | IT Operations | Data Center at Independent Pacific Management

  2012 - Present

  Providing consulting services to companies solving business needs with Information Technology solutions. Areas of focus include program management, project management, business process, service management, data center, operations, applications and assessment of organization personnel efficiencies. Results: o Defined and implemented a standardized workflow, process and venue for prioritization of program and project work for a large (900+ individual) IT organization. This allowed formal portfolio management including sizing, forecasting, reporting and scheduling with controls in place for accountability. o Developed and implemented input and output reports for project work across a large (900+ individual) IT organization including the ability to view a single consolidated view of work across multiple tools. o Defined and implemented Clarity as the system of record for time tracking and resource management within a large (900+ individual) IT organization. This included data modeling definition and setup, data record request standardization mechanism, reporting at the individual, manager and executive level, resource management / allocation methodologies and program / project management methodologies and reporting. o Defined, designed and developed automated process flow proof of concept service offering using a templated rollout mechanism for additional services for a large (900+ individual) IT organization. Initial feedback is improved client visibility of service workflow and status, process and fulfillment OLA / SLA being measurable at the individual contributor level. Additionally, this included real-time dashboards and reporting, driven accountability by deploying automated workflow, standardized processes, and reporting versus manual processes that the company had outgrown.

• Director Delivery Managed Services Americas at Hitachi Vantara

  November 2012 - June 2019 | Chandler, AZ

  Managed multiple enterprise engagements across North America delivering managed cloud services with Compute-as-a-Service, Storage-as-a-Service and Backup-as-a-Service solutions. Management responsibilities include P&L, executive customer relationships, customer governance oversight, quarterly forecasting, annual goal planning, strategic planning, program management, capacity planning, capital, operations and headcount budgeting and vendor management. Additionally partnered with the Sales and Practice teams to respond to requests for service (RFS) and statements of work (SOW) to drive growth within existing business as well as net new business. Partnered with EMEA and Asia Pacific leaders to drive standards and best practices. Results: • Transformed the Storage legacy environments in North America, EMEA and Asia Pacific for an international provider of financial services technology and outsourcing services company resulting in the elimination of legacy Storage and SAN Fabric environments over 4 years enabling a net new 5 year as a service solution with modern, flexible and scalable as a service solutions including the expansion into an additional 6 data centers while providing a year over year cost savings to the customer of 35%. • Planned, managed and successfully implemented a private cloud for a check printing and small business partner company enabling the migration from a legacy provided infrastructure and data center to a modern, flexible and scalable as a service solution which drove a year over year cost savings to the customer of 35%. • Transitioned and transformed the Storage and Backup legacy environments for an online Education company enabling a modern, flexible and scalable as a service solution which enabled a 3 year extension of the services. • Transitioned within 6 months 13 data centers from both an in-house and vendor supported model to an as a service solution for a Canadian Bank meeting the financial objectives of a new contract.

• Director IT Operations and Customer Support at Limelight Networks

  November 2010 - 2012

  Managed the Salesforce CRM, Data Center, Network Operations Center, Customer Support and Operations Engineering teams supporting 1600+ CDN and SaaS customers on 15,000+ servers across 30+ Data Centers. Management responsibilities included: account management, project management, capacity planning and forecasting, capital, operations and headcount forecast and budgeting, vendor management, audit compliance, planning, assigning and directing work; and appraising performance of personnel. Results: o Deployed Salesforce Service Cloud which resulted in an overall daily reduction (70%) of Customer Support Open / Active support case tickets, (66%) of Operations Engineering Open / Active support case tickets, a marked decrease (>50%) in Operations Engineering support case volume, Real-Time Dashboards and reporting, driven accountability by deploying automated workflow, standardized processes, and reporting versus manual processes that the company had outgrown. o Defined and implemented Live Chat for the Customer Support and Operations Engineering teams increasing team efficiency and reducing MTTR for customer engagement and issues resolution. o Split the NOC and Customer Support teams increasing team efficiency, driving up customer satisfaction and reducing escalations to the Operations Engineering team by > 50%. o Deployed a next generation Monitoring solution resulting in proactive / reactive customer experience focused on the correct prioritized break / fix incidents. o Designed, developed and implemented a Customer Satisfaction Survey (Appexchange add on) which included workflow to drive immediate attention to low surveys (VisualForce, Apex and messaging). o Migrated 2 aquired companies into core Salesforce instance. Successfully spun off a division's Salesforce sales and marketing core information to a separate company. Planned the migration of 2 additional aquired company migrations into core Salesforce instance.

• Director IT Operations Hosting at Go Daddy Software

  February 2010 - November 2010

  Managed the Tier 3 Hosting Operations teams consisting of Linux, Windows and Assisted (Managed) groups supporting 4,000,000+ Hosting and Application customers on 4,500+ servers across multiple Data Centers. Management responsibilities included: project management, capacity planning and forecast, capital, operations and headcount forecast and budgeting, vendor management, audit compliance, planning, assigning and directing work; and appraising performance of personnel. Results: o Streamlined server build process resulting in 98+% compliancy and an increase in server builds by 50%. o Facilitated joint team of of Operations, Engineering and Development resources focused on improving the Linux and Windows Grid platform environment uptime resulting in an increase in overall uptime. o Reworked server backups resulting in 99+% daily success rate. o Defined and implemented server standard for all Hosting products along with quarterly review cycle. o Defined and implemented a server refresh program across all Hosting products resulting in higher uptime and reducing the number of supported OS and hardware platforms.

• Sr. Customer Operations Manager at OneNeck IT Services

  April 2008 - January 2010

  Managed all aspects of the IT Infrastructure and Operations support for the largest customer of OneNeck, a $4 billion global manufacturing company. Management responsibilities included: operational support, strategic planning, architecture design and implementation, customer meetings, project and program management, capacity planning and forecast, capital, operations and headcount forecast and budgeting, vendor management, audit compliance (SAS70 and SOX), requests for service (RFS), statements of work (SOW), standard quotes, along with planning, assigning and directing work; and appraising performance of personnel. Results: o Planned, managed and executed the successful consolidation and migration of 220+ servers (AIX, UNIX, Linux, Windows) from Orem, Utah to Gilbert, Arizona with minimal impact to business operations. o Planned, managed and successfully executed the transition of all IT Infrastructure and Operations support from customer's in-house staff with no impact to customer's business operations. o Planned, managed and helped successfully execute the transition of all DBA support for the 80+ ORACLE and 25+ SQL database instances including multiple Global ORACLE ERP instances from customer's in-house staff with no impact to customer's business operations. o Designed and implemented CMDB to manage application and infrastructure inventories. o Documented and executed standard operating procedures (SOPs) resulting in the ability to pass internal audits, SAS70 audits and SOX compliance audits. o Defined and published data center capacity and other key performance indicators / metrics.

• AVP IT Operations - Data Center at IndyMac Bank

  February 2006 - April 2008

  Managed all aspects of all data centers and server rooms throughout the company (U.S. and Asia). Management responsibilities included: project and program management, capacity planning and forecast, capital, operations and headcount forecast and budgeting, vendor management, supplier selection, audit compliance, along with planning, assigning and directing work; and appraising performance of personnel. Additional responsibilities included facilities and security management and oversight. Results: o Managed and executed to an operating and capital budget of $17 million. o Completed a $1.5 million data center expansion increasing storage based server capacity by 60% within a live data center. o Upgraded a legacy data center within the $10 million budget with no impact to ongoing bank IT operations. This included installation of additional power, cooling, generators and IT infrastructure enabling the company to double the capacity of the facility and extend full build out by 4 years. o Completed the build out of a new $21 million data center facility. This allowed for continued growth of the IT infrastructure due to power, cooling and physical space capacity issues at the banks other data centers. o Defined, implemented and executed standardized processes and procedures which allowed for a streamlined and supportable new data center ramp resulting in: 850+ servers (both rack mount and blade), 700+ virtual servers, Network, Telecom, Storage and Backup equipment installations. o Revised and streamlined work processes and staffing levels, which allowed the transition of all Command Center functions from one location of the country to a lower cost location. This also resulted in a streamlined and repeatable process for Enterprise Monitoring. o Successfully planned, managed and executed the consolidation of 12 data centers and server rooms into the two primary data centers to streamline support models and reduce the facility and data center costs

• IT Manager at Pearson

  May 2005 - February 2006 | Mesa, AZ

• IT Manager at Freescale Semiconductor

  November 1997 - March 2005 | Mesa, AZ

• IT Manager at Motorola

  1997 - 2005

• Sr. Programmer/Analyst at Advanced Micro Devices

  1995 - 1997

• Programmer/Analyst at VLSI Technology

  1989 - 1995

Brian Pickett's Education:

• University of Phoenix

  MBA
  Concentration: Technology Management

• Arizona State University

  B.S.

Brian Pickett's Interests & Activities: