GLENN RAY
Rockwall,TX
Summary
Multi-talented IT Operations leader with extensive experience in diverse IT management roles. Results-driven, with considerable experience leading Operations teams and implementing complex hardware deployments and IT projects. Dynamic leader, active listener, and designer of empowered and high-performing teams contributing strategically to company initiatives. Strong communicator with a focus on team success through a professional and meticulous approach of transforming information into action. Uncompromising leadership, organizational development, and business operations skills with the ability to build trust among peers and reports. Inspiring others to achieve, succeed, and contribute to organizational success. A flexible leader willing to take risks, adopt new methods, and seek opportunities for improvement of systems and processes.
Overview
36
36
years of professional experience
Work History
SENIOR MANAGER – IT Field Services
American Airlines
Fort Worth, TX
01.2021 - Current
- Oversee IT support operations at over 90 American Airlines locations. This includes the Integrated Operations Center, AA's largest Hub (DFW), and other significant locations like ORD, the Tulsa M&E Campus, and (85) other regional airports.
- Drove the modernization of the hardware and reduced our Tech Debt by focusing on building resiliency into all aspects of our product offering, all while being fiscally responsible and remaining within budgetary constraints.
- As a Serving Leader, I redefined the culture, increased empowerment and accountability, and restructured the organization to reduce the span of care and improve communication flow, while fostering an environment of shared learning and mentorship. Teams consisted of over 50 geographically distributed technicians and 12 leaders.
- Achieved alignment between organizational objectives and leader’s vision by strategically planning, developing SMART goals and OKRs, and focusing efforts around realistic matrixes.
- Promoted a positive work environment emphasizing DEI through cultivation of the eight pillars of success: Innovation ,Technology stewardship,Willingness ,Excellence ,Commitment ,Accountability ,Respect,and Trust.
- Launched a multi-year, multi-phase merger of two field support models through assessment, design, delivery, & vendor contract negotiations, while ensuring the improvement of SLA’s and the continuation of services without disruption.
- Applied emerging technologies to solve complex business problems using a broad knowledge of technologies, systems, and IT services.
- Established partnerships with peers and colleagues to develop and implement strategic solutions aligned with C-level objectives, promoting a cooperative work atmosphere.
OPERATIONS OFFICER – MAJOR
US Army/Arizona National Guard
Phoenix, AZ
01.1989 - Current
- Demonstrated over three decades of effective leadership and operational expertise in surpassing even the most demanding goals.
- Mission-focused, combat-proven Officer, trusted as “a proven leader with vast potential.” Planned, coordinated, and executed multiple mission sets in dynamic and high-stress environments.
- Maintained property accountability and implemented programs to enhance unit readiness.
- Reduced the impact on mission execution by identifying and implementing necessary risk mitigation controls.
- Facilitated the development of junior leaders by mentoring them in the principles of 'Servant Leadership', promoting empathy and understanding within the Soldier community.
- Facilitates international collaboration by integrating and implementing strategic, operational security plans to achieve military-political cooperation goals.
- Thrives in dynamic and ever-changing tactical and operational settings, effectively balancing the demands of various mission sets while remaining calm in high-stress situations.
- Motivates team members to achieve both personal and professional goals, inspiring lasting commitment, cooperation, and trust among colleagues.
- Successfully developed and implemented an effective annual training plan that met commander’s expectations, facilitating the timely completion of State and Federal mission tasks.
- Demonstrated leadership by effectively implementing combat orders, directing personnel deployment in stressful scenarios, leading to mission accomplishment and personnel safety.
Education
Masters - Homeland Security
American Military University
Master of Business Administration - Information Technology Management
University of Phoenix
Bachelor of Science - E-Commerce
University of Phoenix
Leadership and Strategic Training -
United States Army
Skills
- Servant Leadership
- Time Management
- Business Intelligence
- IT service management
- Disaster Recovery
- Business Analysis
- IT Service Delivery
- Technology Integration
- System Integration
- Adaptability
- Strategic & Project Planning
- Project Management
- Process Analysis & Design
- Risk Management
- Contract Negotiation
- Team Building & Communication
- Confidence & Accountability
- Business Development
- Innovative Problem Solving
- Talent Recruitment
Affiliations
- Military Police Officer’s Association, Member
- Military Officer’s Association, Member
Accomplishments
- Led $37MM global kiosk refresh, coordinating seven different teams from two previously separate airlines, while successfully designing, configuring, and deploying customer-facing interfaces and infrastructure around the globe.
- As Army Central Command Liaison to Saudi Arabia, cultivated relationships between multiple nations in the integration of strategic and operational security plans, constructing strong, collaborative alliances to build consensus, and achieving military-political cooperation objectives.
- Awarded a Top-Secret Security Clearance in 2019.
- Awarded American Airlines Chairman's Award
- Awarded two Bronze Stars, three Meritorious Service Medals, seven Army Medals of Recommendation, Joint Commendation Medal, two Combat Action Badges.
Awards
- American Airlines Chairman’s Award
- 2 Bronze Stars
- 4 Meritorious Service Medals
- 2 Meritorious Unit Citations
- Joint Meritorious Unit Citation
- 6 Army Commendation Medals
- 5 Army Achievement Awards
- 2 Combat Action Badges
- 3 National Defense Medals
Timeline
SENIOR MANAGER – IT Field Services
American Airlines
01.2021 - Current
OPERATIONS OFFICER – MAJOR
US Army/Arizona National Guard
01.1989 - Current
Masters - Homeland Security
American Military University
Master of Business Administration - Information Technology Management
University of Phoenix
Bachelor of Science - E-Commerce
University of Phoenix
Leadership and Strategic Training -
United States Army
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