ADRIAN WOLF

Successfully established and led a 17-person organization under the CIO's purview, responsible for overseeing multiple critical functions, including:

• Digital Workplace Support: Led a team catering to the needs of a ~5000-user enterprise spread across >20 countries, ensuring the seamless functioning of the digital workplace environment.
• Enterprise Infrastructure Operations: Oversaw and optimized enterprise-wide infrastructure operations, driving efficiency and scalability.
• DWP, Service Management, NOC, & L1.5 Global Service Desk: Pioneered the creation of a fit-for-purpose team, processes, and tools dedicated to the digital business, resulting in improved service delivery and enhanced user experiences.
• Hosting, Networking, & Cloud Operations: Provided strategic direction for hosting, networking, and cloud services, ensuring secure and efficient operations.
• Enterprise and Cloud Architecture: Played a key role in shaping the enterprise and cloud architecture, aligning technology with business goals.
• Product Engineering, Services, and Support Lab Environment: Supported and optimized the lab environment for product engineering, services, and support teams, fostering innovation and collaboration.
• Cyber Incident Response: Led efforts to strengthen the organization's cyber incident response capabilities, ensuring a swift and effective response to potential threats.
• Business Continuity Planning/Disaster Recovery (BCP/DR): Developed and implemented comprehensive BCP/DR strategies to safeguard critical business operations.
• Audit & Compliance: Ensured compliance with relevant industry standards and regulatory requirements, facilitating successful audits.
• IT Budget Oversight: Managed the IT budget effectively, balancing resources to achieve optimal outcomes.
• Career Pathing & Talent Development: Implemented initiatives to foster career growth and talent development within the organization.
• Vendor Management & IT Sourcing: Successfully managed vendor relationships and IT sourcing activities, ensuring cost-effective and reliable partnerships.

Spearheaded the creation of the Infrastructure Operations team, entrusted with quantifying, standardizing, and managing GE Digital's global Engineering/OT lab infrastructure footprint.

• Data Center Automation: Transformed resource provisioning by implementing touch-less playbook automation for VM resources, seamlessly integrated with the IT Service Management framework. This innovative solution enabled wing-to-wing management of 12 Engineering and Services labs, hosting >15K virtual machines, reducing provisioning time by an impressive 90% and significantly enhancing customer configuration and services execution capabilities.
• Cyber Cleanup: Successfully implemented a comprehensive cyber program within the infrastructure space, resulting in the elimination of 8000 open/aged vulnerabilities across GE Digital's enterprise. Developed and institutionalized a daily management practice, formalizing the vulnerability management framework before transitioning to the nascent Cyber organization.
• IT Service Management: Established a highly efficient Operations team, responsible for Incident, Change, and Request management, outage communications, and root cause analysis, ensuring swift and effective incident resolution.
• End User Experience: Aggressively advocated for improvements in end-user experience and engineering productivity, resulting in a notable improvement of IT Net Promoter Score (NPS) by ~60%.
• COVID Response: Coordinated the seamless business and IT response to the COVID-19 pandemic, facilitating the smooth transition of >5000 users to full-time remote work. Ensured uninterrupted network and remote access capacity, maintained hardware availability, established an ad hoc remote support framework and team, managed site access, implemented EHS workflows, and initiated emotional health and wellness programs.

Led a successful initiative to deploy GE Digital's ServiceNow instance and implement IT Service Management processes, providing robust support for Digital's portfolio of hosted APM and Predix products.

• Product Support: Collaborated with GE business units to facilitate the migration of their Customer Service processes into standardized tools and processes, streamlining operations and enhancing efficiency.
• Tools rationalization: Seamlessly integrated various enablement tools (PagerDuty, Rally, APM, Predix, Flowdock, and Slack) with ServiceNow, establishing a cohesive and efficient hand-off process between product, IT, and support teams.
• Process optimization: Spearheaded efforts resulting in a remarkable 73% decrease in Incidents and 60% improvement in Time to Resolve across Digital Services platforms, ensuring a significant improvement in overall service reliability and customer satisfaction.
• Vendor Management: Skillfully negotiated contracts with multiple vendors, leading to cost savings of approximately $200k per year, while maintaining strong vendor relationships and service quality.

Led a highly skilled team of business analysts and operations engineers in defining, implementing, and managing processes governing FireEye's cloud-based Email Security, Managed Defense, and Threat Analytics platforms.

• Operations management: Championed Operational Excellence, aligning operational processes with run teams, resulting in tangible and measurable improvements in efficiency and performance.
• Leadership & talent development: Managed and mentored a team of 6 employees across 3 locations, fostering a collaborative and high-performing work environment.
• Process design: Designed and executed operational processes, including Outage Management, Root Cause Analysis, Change, and Configuration Management, while implementing robust metrics to ensure transparency and continuous improvement.
• Process optimization: Spearheaded initiatives that led to a remarkable 60% reduction in Time to Resolve across the entire organization, enhancing overall operational effectiveness and customer satisfaction.
• Organizational flexibility: Skillfully navigated the complexities of the organizational structure within the Startup environment, effectively driving the team to achieve monumental goals under challenging deadlines.