Jeff Griffith

Work History

Director - End User Services and Platforms

Dell Technologies

04.2020 - Current

Product Line Leader for Dell IT's EUSP organization supporting Dell’s Federal Sales and Services business unit. As leader of a dedicated team of product managers, engineering, and senior operations personnel, my responsibilities include ensuring planning and coordination of efforts required to ensure compliance of the EUSP product suite and its delivery according to all applicable NIST and CMMC requirements. Ensuring operational alignment, collaboration, compliance, and success between the centralized FED IT service delivery team, the extended IT EUSP organization, and Dell's Federal Business group.
My team delivers the core productivity tools utilized by all members of Dell's Federal organization including our top-tier Sales and Services organizations. My team's portfolio includes administration of the GCCH tenant supporting Dell Federal inclusive of EXO, SPO, TEAMS, Power Platform, Powerverse, and more. We are responsible for our InTune platform and providing a secure mobile capability to Dell Federal team members deployed across the country and world as well as email hygiene and security capabilities through ProofPoint and Defender technologies. We maintain highly collaborative relationships with Microsoft, VMWare, Omnissa, ProofPoint, and of course Dell's Compliance and Security organizations as we collectively deliver secure and compliant solutions for Dell's Federal Business.

Director - IT Operations Availability Command Center

Dell Technologies

01.2019 - 04.2020

Formed and led Dell Digital's IT Operations Availability Command Center (ACC). This was a 24x7 global operation with teams in Brazil, India, Malaysia, and the United States. It was created through the merger of all IT Operations first response personnel and teams into a single organization responsible for User and Event generated incident management services. The ACC included 330 FTEs and contractors providing IT system monitoring, event management, and service disruption response and prevention services across the breadth of Dell's enterprise IT systems (Application and Infrastructure) used globally by Dell’s business units focused on delivery of world class services and products to Dell's Customers world-wide. The portfolio of products supported by the ACC also included Dell’s online sales capabilities including Dell.com and Premier sites. The team also provided product deployment services, specialized eyes on glass and service response services for select products, and advanced RPA, automation, event correlation, and other strategic activities to propel the teams capabilities and continually improve service delivery.
The Command Center leveraged a wide variety of monitoring and instrumentation tools such as SPLUNK, Tealeaf, SCOM, and numerous other products to provide proactive Business impact prevention services and consulted with Dell's world class solution engineering teams to ensure full sustaining service integration as new functionality and capabilities were released into Dell's enterprise environment. The partnership with engineering, the focus on product-centric KPIs and service capabilities enabled the team to continuously prepare for its part in Dell Digital’s transformational effort to adopt a true Product Model delivery approach. In April of 2020, this effort took a major step forward as the corresponding groups and services within the Command Center each moved to their respective Product Owner segments across Dell Digital.

Director - IT Operations Command Center

Dell Technologies

04.2018 - 01.2019

Led Dell Digital’s IT Operations Command Center. The group was a 150 member team of FTEs and contractors and was a combination of our global Monitoring Response Center, Major Incident Management, and Problem Management teams. The Command Center was distributed globally with teams located in Brazil, India, Ireland, Malaysia, and the United States.
The Monitoring Response Center provided 24x7 event management and INC response services for the IT services that are the backbone for Dell's global operations. They utilized a multitude of tools including Zabbix, SCOM, Foglight, SPLUNK, AppDynamics, and numerous other monitoring and APM solutions.
The Major Incident Management team provides oversight to Dell IT's entire operations group and ensures rapid and consistent response, communication, and resolution to all major INCs impacting Dell's global operations.
The Problem Management team completes the incident management lifecycle through structured and rigorous root cause analysis operations that result in process, product, and people enhancements. These corrective actions aim to eliminate service disruptions and continuously reduce the impact of IT services disruptions to Dell's operations.

Director - IT Operations Major Incident Management

Dell Technologies

05.2014 - 04.2018

Leading a global team of major incident managers in Ireland and the US that provide 24x7x365 major incident management services to all of Dell's IT operations teams globally. Collectively we support the IT systems that enable and propel Dell's operations globally. Every facility, every location, every user.
The Major Incident Management team is responsible for continuously monitoring all of the Dell IT incident response queues and ensuring proper response and triage of all major disruptions reported through Dell's ITSM. The team is also responsible for facilitating and driving collaborative, multi-team bridge calls that are assembled for all major production IT service disruptions and ensuring focused and timely delivery of service restoration.
The team also collaborates strategically with Dell IT's other core ITIL-based service delivery teams including Problem, Risk, Change, and Incident management. As well, Major Incident Management works with Dell IT's monitoring center teams, infrastructure groups, and numerous other IT, facility, and business teams as part of a collective effort to continually improve and streamline Dell's operations IT service disruption response and service restoration services.

IT Senior Manager - Global Manufacturing and Fulfillment L2 Support

Dell Technologies

07.2013 - 05.2014

Led a team of Brazil and US based Level 2 incident management experts that were part of a global 24x7x365 follow-the-sun team providing support to Dell's global manufacturing, fulfillment, product engineering and service delivery operations including numerous implementations of MES Dynamics AX as well as proprietary Dell enterprise application solutions including Dell’s content management and delivery systems for end user computing products.
Responsibilities also included leading personnel in collaborating with partner infrastructure, development, and services IT teams to identify system defects and other improvement opportunities and develop corrective action plans. This also includes enabling partner L1 incident management teams as part of Dell's global incident service delivery strategy.
Applications administered included numerous content management and delivery systems managing source control between Dell and Dell partner locations across the globe in support of Dell standard content as well as proprietary content for consumer and enterprise Customers based on specialized configuration, security, and functionality requirements.
Actively participated in strategic and tactical leadership of Major Incident, Problem, Risk, Transition, and Change management teams as well as Product Development Teams to successfully enable end-to-end system implementation and sustaining operations for a large suite of Dell applications.

Reliability Engineering Lead

Dell Technologies

09.2012 - 07.2013

Reliability Engineering Lead for a branch of the AMS Application Performance Management team at Dell.
Working with a group of other dedicated leads allocated to various IT product families, I collaborated on design and implementation of operational processes, procedures and organization structure to ensure reliable performance and evergreen status for numerous instances of Dell's most critical manufacturing and fulfillment applications.

Global Area Lead for Application Management Services

Dell Technologies

01.2010 - 09.2012

Global operations contact for Dell's Application Management Services for all Dell and Dell partner manufacturing systems world-wide
Problem, Risk, Availability, and Transition management primary POC for Incident Management manufacturing segment

Application Management Consultant

Dell Technologies

06.2007 - 01.2010

Member of Dell's Application Management Services for Dell an Dell partner manufacturing operations globally providing:
Incident Management (primary)
Problem Management
Availability Management
Risk Management

Application Incident Manager

Dell Technologies

03.2001 - 06.2007

Provided escalation incident management, problem management, transition management, and risk management services for Dell and Dell partner manufacturing operations globally.
Participated in development, deployment, and ramp-up of a follow-the-sun incident management organization for Dell's incident management operations
Developed and delivered a Systems Thinking training module for Dell's incident management on-boarding process
Developed and deployed numerous containment solutions across class 1, 2, and 3 applications supporting Dell operations globally

CFI Operations Analyst and IT Liaison - Enterprise Manufacturing

Dell Technologies

10.1999 - 03.2001

Monitored and audited manufacturing processes for Dell's Custom Factory Integration fulfillment including process improvements and containment and corrective actions to ensure continuity of operations.
Acted as liason between Enterprise Operations and Dell IT support and development groups to facilitate service restoration, application roadmap direction, and metrics & reporting.

Engineering Tech / Senior Analyst

Dell Technologies

10.1998 - 10.1999

Duties included evaluation, testing, maintenance, and support of proprietary applications developed for Dell’s global product development and manufacturing teams globally.
Duties included performing floor support of manufacturing workstations and test stations and representing Asset Recovery Business (ARB) team in regards to Dell IT projects on behalf of ARB.
Validate launch documentation and software packaging
Configuration and maintain development and SIT test environment
Act as liaison between Development and Dell IT groups during project planning, coordination, and testing
Perform launch/implementation services into Dell manufacturing facilities

Manufacturing and Process Specialist

Dell Technologies

10.1997 - 10.1998

Provided refurbishment and production readiness for Dell's asset recovery business.
Rework process audit and improvement development
Liason to Dell IT support and development services

IT Systems Deployment, Integration, and Systems Support Lead

First State Bank of Austin

05.1992 - 10.1997

Part of a two-man team providing all aspects of IT services (application and infrastructure) for forty community banking branches across Texas. Duties configuration and deployment of branch server, workstation, and network infrastructure including data processor integration, on-prem e-mail services, first generation dial-in banking solution, print servers and network printers, etc. Responsibilities also included acting as liaison to data processor and all sub-contractors utilized in deployment and maintenance of facilities and continuous IT service delivery.
Provided 24x7 support for all branches. Support responsibilities included Windows Workstation, Windows Server, Network, Mainframe, and Data Process proprietary application support. Network and Network Security, hardware diagnosis and repair, etc.
Assembly/construction, burn-in, deployment, and integration end-to-end of branch IT systems in support of the banks growth and their part in leading the deployment of branches into Walmart and Kmart super stores across Texas.
Coordinated build-out of satellite branches and on-site work-through of final punch lists during branch start-up to ensure quality of branch facility and IT systems were both achieved
Installation and termination of cabling, workstation refresh activities, etc.

Summary

Overview

Work History

Director - End User Services and Platforms

Director - IT Operations Availability Command Center

Director - IT Operations Command Center

Director - IT Operations Major Incident Management

IT Senior Manager - Global Manufacturing and Fulfillment L2 Support

Reliability Engineering Lead

Global Area Lead for Application Management Services

Application Management Consultant

Application Incident Manager

CFI Operations Analyst and IT Liaison - Enterprise Manufacturing

Engineering Tech / Senior Analyst

Manufacturing and Process Specialist

IT Systems Deployment, Integration, and Systems Support Lead

Education

Skills

Timeline

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