Dan Miles

With over 20 years of experience in strategic IT leadership, I help organizations achieve their goals through the implementation of innovative and scalable technology solutions. I am currently the Managing Partner at Quill Service, a consultancy firm that specializes in IT transformation, infrastructure optimization, and security enhancement.

I have a proven track record of delivering successful outcomes for diverse clients, ranging from Fortune 500 companies to non-profit organizations. I leverage my expertise in IT strategy, cloud computing, project management, and cybersecurity to align technology initiatives with business objectives, drive operational efficiency, reduce costs, and increase revenue. I also excel at leading and collaborating with cross-functional teams, fostering a culture of innovation and excellence, and cultivating strategic partnerships. My passion is to empower organizations to thrive in today's dynamic and competitive technology landscape.

2023 - Present

Managing Partner

Consulted with numerous organizations to provide transformative leadership in the successful implementation of strategic technology initiatives, optimizing IT infrastructure, and delivering cutting-edge solutions while prioritizing robust security measures. Strategically aligned technology strategies with business objectives to bolster operational efficiency, curtail expenses, and stimulate revenue growth for diverse clientele. Commended for exceptional proficiency in IT leadership, program management, and the execution of pivotal organizational transformations. Possess outstanding communication aptitude, fostering seamless collaboration across all hierarchical levels within organizations.

2021 - 2023

Sr Director, Worldwide Service Delivery

As a seasoned professional, I have spearheaded all aspects of IT projects by developing and leading a Project Management Office (PMO). With exceptional leadership skills, I have successfully managed a high-performance team of 11 direct reports and over 320 employees across 130 countries, ensuring adherence to contractual Service Level Agreements (SLAs) for touch support.

In a significant achievement, I executed IT shared services across 19 operating companies within a tight timeline of 6 months. This initiative drove scalability, stability, and reliability while delivering substantial cost savings of $50 million over 5 years. Additionally, I successfully implemented ITIL v4 practices across a wide range of infrastructure domains, including Servicedesk, end-user services, network engineering, security operations center, identity and access management, collaboration, platform and hosting, telephony, ServiceNow, and other cross-functional services.

Furthermore, I orchestrated data center closures and facilitated the migration of applications to Software-as-a-Service (SaaS) and cloud infrastructure. This strategic move yielded annual Operational Expenditure (Opex) savings of $4 million through successful transformations of both applications and infrastructure.

To drive digital transformation, I led a team of principal architects and established an Architectural Review Board to ensure desired outcomes. This enabled effective decision-making and alignment with the organization's transformational objectives.

Additionally, I spearheaded a group of Network Engineers in migrating from Multi-Protocol Label Switching (MPLS) to SDWAN technology. This modernization effort revitalized the core infrastructure, resulting in reduced ongoing operational costs and enhanced bandwidth capabilities.

Implementing Agile software development methodologies, such as EPIC and Sprints, I facilitated weekly business changes for users. Through effective business impact analysis, I ensured that evolving needs were met while maintaining a focus on user satisfaction and efficient delivery.

2015 - 2018

 Global Infrastructure Leader

In my role, I supervised a versatile and dynamic global team responsible for cybersecurity, policy management, SOX Compliance, and infrastructure services spanning multiple countries, including the US, United Kingdom, Australia, France, and Brazil. This encompassed overseeing a wide range of IT infrastructure services, such as end-user services, SAN storage, server, database networking, telephony, and data center operations.

Notable achievements include engineering a comprehensive Cybersecurity Program based on NIST guidelines and spearheading the transformation of the entire infrastructure from VMware to AWS, resulting in enhanced security and operational efficiency. Additionally, I conceptualized, designed, implemented, and managed the Healthcare Clinic Dose Optimization Service architecture, policies, and procedures, ensuring compliance with HIPPA and SOX regulatory requirements.

Additionally, I played a pivotal role in driving organizational excellence by implementing ITIL Best practices across IT operations and developing internal incident, problem-solving, and change management tools. These initiatives contributed to operational excellence, optimal customer satisfaction, and seamless adherence to industry standards.

Through these accomplishments, I have demonstrated my ability to lead global teams, architect strategic solutions, and drive transformational change within complex IT environments, ensuring regulatory compliance, operational efficiency, and customer satisfaction.

Feb 23 - Jun 23

VP of Information Technology

During my tenure, I have displayed a strong focus on strategic IT leadership, conducting a comprehensive assessment of the IT operating environment. Through this assessment, I identified areas for improvement and devised transformative initiatives aligned with the organization's goals. By combining innovation and operational optimization, I successfully achieved significant improvements.

One key aspect of my role was developing and executing IT strategies that directly supported the company's growth objectives. These strategies fostered seamless alignment between technology and business goals, enabling the organization to capitalize on opportunities for growth.

I also implemented cloud-first strategies, resulting in an impressive 85% reduction in infrastructure costs. This approach leveraged the benefits of scalable and flexible cloud technologies, allowing the organization to optimize its IT infrastructure while reducing expenses.

Another notable accomplishment was leading the successful migration of critical business applications to a hybrid cloud environment. This migration ensured seamless functionality and enhanced operational resilience, enabling the organization to adapt and thrive in a rapidly evolving digital landscape.

In addition, I oversaw the implementation of an enterprise-wide IT Service Management (ITSM) deployment. This initiative resulted in a remarkable 25% increase in productivity across the organization, streamlining processes and enhancing service delivery.

To drive efficiency and improve product quality, I introduced agile methodologies and DevOps practices. These methodologies led to a 15% boost in development speed and product quality, enhancing overall efficiency and customer satisfaction.

Through my strategic IT leadership and the successful execution of these initiatives, I have made significant contributions to the organization's growth, operational efficiency, and digital transformation efforts.

2018 - 2021

Director, Worldwide Service Delivery

In my role, I provided functional assistance for all FDA and GxP validation environments, ensuring compliance for both infrastructure and cybersecurity. Additionally, I played a pivotal role in establishing all IT processes from the ground up, creating a robust entity for Advanced Sterilization Products (ASP) that encompassed day-to-day software development, infrastructure support, and cybersecurity verticals.

One significant achievement was facilitating the acquisition of Advanced Sterilization Products (ASP) from Johnson and Johnson across the Fortive corporate family of operating companies. Within a span of 12 months, I built an IT infrastructure and leveraged SAP in AWS to establish a complete ERP system, enabling seamless integration and operational efficiency.

Furthermore, I spearheaded the establishment of the first VOIP call center in Fortive's history. Utilizing Five9 on ATT SIP trunks, I successfully implemented this call center across four geographical regions: Europe, China, North America, and South America. This initiative revolutionized communication capabilities and enhanced customer support.

To streamline IT operations, I implemented IT Service Management (ITSM) using ServiceNow. This encompassed incident management, change management, request fulfillment, Configuration Management Database (CMDB), Asset Management, Software License Management, and other vital aspects of running an IT department in a Fortive 500 company. This implementation optimized efficiency, increased productivity, and ensured effective management of IT resources.

Through these endeavors, I have made significant contributions to regulatory compliance, seamless integration, improved communication, and efficient IT operations within the organization.

2000 - 2015

Service Excellence Delivery Executive

As a leader, I directed critical functions encompassing help desk, mainframe, cybersecurity, technology operations, midrange, network, and other mission-critical areas, ensuring the achievement of collective targets. Overseeing a world-class global team dispersed across the US, Canada, India, Brazil, and Argentina within a matrix environment, I effectively managed 500+ resources and collaborated closely with Fortune 250 clients to ensure uninterrupted and improved service delivery. Adhering to service level agreements, I implemented effective plans to meet client expectations.

My exceptional performance across all functional areas earned me various prestigious awards and recognition, including "Awards" and "MVP" accolades. By creating a strategic roadmap and operational plans, I fostered an environment of enthusiasm, commitment to excellence, and a sense of ownership, driving the team to achieve technical goals and deliver top-quality outcomes.

Through my leadership, I successfully navigated complex operational challenges, established strong client relationships, and cultivated a culture of continuous improvement and excellence. This resulted in consistently meeting service level agreements, receiving accolades, and propelling the organization towards ongoing success.

Bachelor's degree, Computer Science

Studied advanced topics in information technology, including security, network infrastructure, and software development.