Ray Lee

Nearly 30 years of experience as a multi-faceted technologist who has contributed to the development of innovative strategies that optimize digital experiences for enterprise workforces, ensuring seamless integration of efficient processes in high-operational tempo environments. A devoted commitment to adaptability and resourcefulness that enables effective collaboration and delivery of results in dynamic settings.

Director – Employee Digital Experience                                                                     05/2018 to Present

• Invoked and led a Program Governance team producing outstanding results:
  • Business Operations Maturity Model audit 100% for both levels 1 and 2.
  • Program/Product Line/Tech Asset Catalog biannual audits 100%.
  • Federated ITSM)/ITIL, Service Level Objectives (SLO) & Data Quality (DQ) adherence >95%.
  • Facilitated ITSM Change management Change Approval Boards (CAB) for the Program.
  • Relationship owner for Technology Regulatory Execution of Risk and Controls (TREx) requests for Intercompany Agreements Service Level Agreements (SLA) for Mergers & Acquisitions (M&A).
  • Managed and led projects leveraging Agile, Lean, Six Sigma and Scrum principles; focus on fast delivery and continuous improvement realized through Sprints, using Aha!, Jira and other PM platforms
• Managed Service Provider (MSP)/Supplier relationship and performance manager for several global service lines (~400 resources) (Desktop Engineering, Hardware Asset Management, Software License Management, Help Desk, Deskside/Field Services, Executive Support, Virtual Desktop Infrastructure, Mobility, Audio/Video, TechBars) – 5 Years relationship at over $85M.
• Governance and service delivery owner for global help desk & TechBars, including oversight of nearly 2,000 knowledge base articles (KBA).
• Overall accountability for service delivery of all North America and Latin America and Caribbean offices corporate and merger and acquisition locations (>20).
• Constructed and stood up the Operational Excellence/Advanced Analytics and Reporting team consuming Data Warehouse/Data Lake sources with visuals built in Domo and Microsoft PowerBI.
• Adhered to >96% end user satisfaction, and achieved consistent SLA, Key Performance Indicators (KPI), Experience Level Agreements (XLA) and Objectives and Key Results (OKR). 
• Responsible for improvements to reduce Work Order mean time to mitigate (MTTM), year-over-year.
• Directed rollout of Artificial Intelligence (AI) chatbot and participated in bi-weekly content/functionality expansion. After ~5 years, nearly all user inquiries managed via strategic channels. 
• Owned Asset & Inventory Management (AIM) for Hardware Asset Management (HAM) & Software License Management (SLM)
• 50K+ end user computing assets, Annual CapEx/OpEx: $35M/$20M. 
• Established buyback programs with suppliers, to purchase used but functional EUC assets.
• SLM $1.5M cost avoidance and cost save realized through enterprise term license agreement (ETLA) negotiations, license reclamations and implementation of shared license environments.
• Migrated from Flexera FlexNet to ServiceNow SAMPro and HAM and stood up internal knowledge management system within ServiceNow, used in conjunction with BMC Remedy Helix for knowledge-based articles.
• Automated ~90% of software deployments via ServiceNow software portal, with negligible defects. 
• Reduced MTTM for software fulfillments from >4 days to less than 8 hours within 2 years.
• Established remote lockout procedures in partnership with CorpSec for terminations and asset return issues, as well as cryptographic wipe options leveraging Absolute, reducing overall risk.
• Leveraged Digital Experience (DEX) tools to collect telemetry data pertaining to software utilization (Aternity & ControlUp).
• Facilitated project to deploy software to endpoints via Autopilot/Intune versus legacy SCCM methods.
• Presented monthly operations status and was an active participant in SteerCo pertaining to software governance, providing updates to C-Suite attendees.

Director – Global Customer Service (GCS) – Commercial Product Support (CPS)                                     10/2017 to 05/2018

• Managed global team with oversite of Customers experiencing issues with commercial products In Control & Smart Data.
• Partnered with InfoSec and Developers to enhance interface and reduce risk of data exposure to other customers.
• Regularly met with business partners, including Technology Account Managers (TAM), to quantify success and shortfalls through Domo and Tableau metrics, and outlined roadmap to drive on-going evolution of service delivery.

Director – Incident Communications Team (ICT)                                                                                            11/2015 to 10/2017                                                                                                                                                                                                                                                                                                                                                          

• Tasked with piloting the ICT concept and maturing it to a team integrated within Mastercard’s incident response framework.
• Responsible for standardizing incidents to internal stakeholders and external customers on a 24x7x365-basis.
• Integrated Software as a Service (Saas) cloud-based communication solutions, Yammer, Everbridge, xMatters and Salesforce, which allowed for legacy processes to be retired.
• Responsible for aligning M&A incident communications with Mastercard Operations and Technology core operations.
• Collaboration with service desks globally to coordinate incident communications (North America, Caribbean/Latin America, Europe, Middle East/Africa, Asia Pacific)
• Conducted interviews, hiring, coaching, and applicable corrective action processes.

Director - Service Assurance Team (SAT)                                                                                                                              10/2013 to 11/2016                                                                                                                                                

• Tasked with piloting the SAT concept and maturing it to a team integrated within Mastercard’s support framework.
• Report to enterprise Incident Commander; responsible for Incident Management metrics and performance for the Enterprise. This includes the adherence to established SLOs and various other KPIs.
• Managed a local and remote resources (Kansas City & St. Louis, Missouri, and Moscow, Russia)
• Internal and external audit representation and response for the Operations Command Center (OCC).
• Provide annual and monthly projected level of effort and labor forecasts for the OCC (~200,000 labor hours).
• Accountable for providing functional requirements, user acceptance testing, implementation, training (80+ personnel), warranty representation for project management office (PMO) and a myriad of enterprise tools and technical support teams.
• Performed post-mortem activities for critical incidents, often resulting in process changes and tools enhancements. 
• Responsible for aligning M&A operations team with Core Operations.
• Facilitated the 2015 Core Operations strategy.

Manager - Operations Command Center (OCC)/Mission Control & Operations (MC&O)                            09/2010 to 10/2013

• Managed staff of up to 21 exempt and exempt non-exempt technicians, analysts and consultants on-site and remotely.
• Prepared work schedules assigned specific duties and provided effective leadership.
• Ensured the missions of the company were achieved and customer satisfaction was maximized.
• Ensured MTTM and other KPIs and OKRs were met by facilitating timely break/fix activities for all supported platforms. 
• Oversaw all events impacting the global infrastructure. 
• Performed annual performance reviews and assisted in career development with direct reports. 
• Conducted interviews, hiring, coaching and counseling, and corrective actions, up to and including termination, in addition to scheduling in a 24x7x365 environment.

UnitedLex, Incorporated (Kansas City, KS)                                                                                                         

Technical Project Manager – e-Discovery                                                                             11/2009 to 05/2010

• Managed all phases of electronic discovery (e-Discovery) projects focusing on the custodian of electronically stored information (ESI) involved with a myriad of litigations to ensure accurate culling/filtering and metadata processing practices.
• Coordinated and scheduled custodian interviews and onsite/remote collections with data forensics team, opposing, in-house, and defense counsels
• Managed a applicable software applications used to support e-Discovery projects, for example, Relativity. 
• Coordinated and delegated time-sensitive project tasks to Associate Project Managers to ensure deadlines were met.
• Loaded and configured case specific databases in Relativity.

Sprint/Nextel/Ericsson Services – 04/2000 – 11/2009 (Kansas City, KS & MO)            

Manager - Provisioning                                                                                                         01/2008 to 11/2009

• Managed a staff of 17 non-exempt domestic provisioners who used problem solving skills to provision VoIP circuits.
• Transitioned residential operational responsibilities to offshore resources for San Diego, Desert Cities, and Hawaii markets.
• Adhered to service level agreements and 99% quality expectations for Time Warner Cable (TWC), Suddenlink, and 8 other one-switched partners across the continental United States while supporting Business Class products.
• Managed the provisioning aspects of Commercial class VoIP, SIP, and IP trunk orders.
• Realized a 55% reduction in rejected orders, 40% reduction in provisioning errors and 2.3% quality improvement.

Manager - Network Control – Network Data Support: Network Operations Center (NOC)                                                                                                                                                                        11/2006 to 01/2008

• Managed a staff of thirteen non-exempt network technicians and team leads who conducted triage and troubleshooting.
• Oversaw all events impacting the network platforms such as voice mail, voice activated dialing, short messaging system, Sprint mobile broadband, routers, switches, firewalls, and mobile access gateways
• Ensured mean time-to-repair objectives were met by facilitating timely break/fix activities for all supported missions.

Other Sprint Experiences                                                                                                                               04/2000 to 11/2006

• NOC Support Team – Project Manager/Network Control Specialist II - (2006 to 2006)
• Principal Network Technical Specialist (NTS) IV - (2004 to 2006)                                                            
• Analyst I through Senior Network Analyst III - (2000 to 2004)

United States Air Force (USAF) – 1996 – 2000 (Tinker AFB, OK)                                                                                                                                              

Airborne Communications Specialist - E-3 Sentry AWACS                                                                          06/1996 to 06/2000

• 600 logged flight hours on the airborne warning and control system (AWACS).
• Documented and communicated maintenance issues in aircraft forms and mission debriefings.
• Managed, troubleshot, and performed pre/post-flight inspections on all flight deck and mission communications systems to include:  secure data links, UHF/HF/VHF-AM/FM radios, SATCOM, and all other internal/external communication networks. 
• Supervised and trained junior technicians and operators.
• Ensured 100% mission system availability for flight and mission crews through spares management and triage.
• Coordinated with fighter, bomber, and tanker squadrons to manage mission communication logistics.
• Possessed a federal top-secret clearance and managed mission cryptographic requirements.

• 2023 – Cybrary Certificate of Continuing Education Certified Information Systems Security Professional - 33 hours
• 2022 - Ouellette and Associates – TechLX - Next Generation Leader – CIO Program
• 2012 – Master’s in Project Management Certification – Villanova University
  • ITIL Foundations Plus 45 PDUs
  • Project Management Professional (PMP Prep) 35 PDUs
  • Project Management for IS/IT Professionals 60 PDUs.
• 2010 - Baker University - Master’s in Business Administration (MBA) GPA 4.0 Graduated with honors
• 2017 – Master’s of Science in Project Management - Kansas University – (9 Credit Hours completed – On-Hold) GPA 4.0
• 2008 - Career Education Systems – Real Estate License Training - 72 credit hours
• 2007 - Sprint Nextel Leadership Build the Bench program
• 2007 – Bachelor of Science Business Management (BS/BM) - GPA 3.86
• 1996-2000 - Air University/Community College of the Air Force - 73 credits Information Systems Technology
• 1996 - Maple Woods Community College - 3 Credit hours