Summary
Overview
Work History
Education
Skills
Certification
Timeline
Jason McCaughey

Jason McCaughey

Swansea,MA

Summary

Results-oriented IT leader with a proven history in financial services and healthcare achieving operational efficiency through strategic planning and risk management. Proficient in IT operations, cloud SaaS, Infrastructure and cybersecurity, with a strong ability to cultivate team performance and implement data-driven decisions. Demonstrated success in developing policies that enhance customer satisfaction and ensure compliance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.

Overview

25
25
years of professional experience
5
5

Certifications

Work History

Manager, Technology Operations Center

Citizens Bank
Johnston, RI
03.2024 - Current
  • Manage a dedicated team responsible for comprehensive 24x7 monitoring of infrastructure applications, ensuring operational resilience and swift issue resolution within a large-scale environment
  • Lead the Change and Problem Management processes, refining policies and procedures to optimize service quality
  • Foster close collaboration with business units to develop and maintain strategic playbooks for proactive monitoring and effective troubleshooting
  • Cross-functional Team Leadership: Spearhead multiple Tier 1 support teams, ensuring seamless 24x7 monitoring, rapid incident response, and robust performance management across critical infrastructure applications
  • Drive continuous improvement initiatives, fostering a culture of excellence and accountability
  • Collaborate with cross-functional teams to develop strategic playbooks, enhancing proactive monitoring and troubleshooting capabilities
  • Process Development and Optimization: Established and continually refine policies and procedures to streamline operations, mitigate risk, and enhance service reliability
  • Improved alert response time by 50% to ensure faster resolution
  • Reduced Mean Time to Resolve (MTTR) by 40%, significantly improving overall service efficiency
  • Standardized reporting and performance tracking, fostering data-driven decision-making and optimizing resource allocation across multiple projects
  • Used trend analysis and historical data insights to refine SOPs and quality assurance measures, ensuring consistency and compliance across operations
  • Service Adoption: Deliver compelling presentations to business unit heads, directors, and C-Suite executives, effectively showcasing the Operations Center’s strategic value
  • Utilize data-driven insights and real-world examples to highlight the benefits and promote the adoption of services
  • Foster strong relationships with key stakeholders to ensure alignment with organizational goals and drive continuous improvement in service utilization

Regional Infrastructure Director

Computershare
Canton, MA
04.2012 - 02.2024
  • Oversaw a 45-member team, driving operational excellence and implementing solutions across infrastructure applications, messaging, and platforms
  • This role emphasizes project management, internal sales for solutions, and collaboration with business units to enhance configurations and security
  • With deep expertise in security architecture, including over 10 years with messaging security and 20+ years in architecture, this position also serves as the regional SME for messaging, collaboration, and security hygiene
  • Key Responsibilities Team Leadership & Development: Lead a 24/7 team overseeing Identity, Infrastructure, Enterprise Storage, Server, Virtualization, Network, Voice, Cloud (Azure/AzureAD), and SaaS operations
  • Provide training and mentorship to foster a high-performing team with a focus on messaging security and infrastructure
  • Ensure SLA adherence and deliver outstanding project outcomes by applying project management principles and process optimization
  • Technical Expertise & Architecture: Serve as the global architect for Proofpoint solutions, managing PPS including TAP, TRAP, EFD, and Encryption in both hosted and on-prem environments
  • Oversee design of enterprise-scale messaging environments (Exchange Global Environment) supporting over 20,000 users with integrated information protection
  • Oversee technical demonstrations, training, and product adoption for business units, clients, and audit teams, showcasing new functionalities and security enhancements
  • Solution Adoption: Lead internal efforts for email security, delivering tailored presentations to business units and C-level executives to drive solution adoption and retention
  • Manage Proof-of-Concept (POC) initiatives and product comparisons to support new acquisitions
  • Collaborate with business units to implement new solutions and roadmap for future initiatives
  • Operational Management & Automation: Develop and implement policies and standardized operating procedures for daily support team functions, improving response times through automation
  • Create and maintain CAPEX and OPEX budgets, manage vendor and MSP relationships, and ensure cost-effective support contracts and asset management
  • Drive continuous improvement in monitoring and alerting processes for proactive issue resolution and compliance
  • Security & Compliance: Champion security strategies, including IaaS, SaaS, and PaaS security initiatives, to strengthen organizational security
  • Address audit findings and implement mitigation controls, enhancing compliance
  • Execute security strategy improvements, working closely with C-level executives and business stakeholders

Sr. Administrator / Team Lead

Care New England
Providence, RI
08.2000 - 03.2012
  • Oversaw design and implementation of Standard Operating Environment (SOE) for Server Environment
  • Successfully executed migration of Active Directory from 2003 to 2008 and ensured smooth transition
  • Led team in creation and implementation of Desktop Standard Operating Environment (SOE)
  • Provided support for Exchange Organization within a Multi-Hospital System
  • Initiated and executed standard operating environments for collaboration suites to enhance system efficiency
  • Formulated backup and recovery plans to secure critical data and ensure business continuity
  • Architected Active Directory with multi-domain implementation to ensure robust infrastructure
  • Exchange 2003-2007 SME
  • Created, installed, and supported Lync Hyper-V for virtualized environments
  • Migrated from OCS to Lync, implemented Citrix Farms, and optimized virtualization capabilities
  • Developed PowerShell scripts to automate processes, streamline operations and enhance efficiency

Education

Computer Information Systems -

Roger Williams University
01.1995

Skills

  • IT Management
  • Regulatory Compliance
  • Technical Content Creation
  • Information Security
  • Policies and Procedures
  • Customer Satisfaction
  • Strategy Planning
  • Issue Resolution
  • Project Management
  • Data Driven Decisions
  • Cost Control
  • Talent Management
  • IT Operations
  • Capacity Planning
  • Procurement
  • Communication
  • Regulatory Standards
  • Vendor Management
  • Change Management
  • Risk Management
  • Automation Scripting
  • Backup Management
  • Cloud Computing
  • Server Infrastructure
  • Encryption
  • Cybersecurity
  • Messaging Collaboration
  • Hardware
  • Technical Support
  • Virtualization
  • Network Infrastructure
  • Microsoft Office 365
  • Access Control
  • Windows Operating Systems
  • Data Security
  • Helpdesk Support

Certification

  • Multiple Certifications across Identity and Messaging Security

Timeline

Manager, Technology Operations Center - Citizens Bank
03.2024 - Current
Regional Infrastructure Director - Computershare
04.2012 - 02.2024
Sr. Administrator / Team Lead - Care New England
08.2000 - 03.2012
Roger Williams University - Computer Information Systems,

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Jason McCaughey