Richard N. Rhodes
Canton,Michigan
Summary
Results-driven IT operations leader with 20+ years of progressive experience delivering enterprise infrastructure strategy, design, and operations in complex, multi-site healthcare environments at Trinity Health. Proven expertise leading network, telecommunications, unified communications, platforms, and 24/7 production operations while driving standardization, optimization, resiliency, and cost efficiency. Recognized for aligning infrastructure capabilities with organizational priorities, modernizing technology platforms, and building high-performing teams. Strong track record managing multimillion-dollar budgets, vendor relationships, and large-scale transformations. Trusted senior escalation leader and strategic advisor focused on delivering secure, reliable, and cost-effective services that support clinical and business objectives.
Professional IT leader prepared for this role. Demonstrates strong focus on team collaboration and driving results. Adaptable with expertise in network management, cybersecurity, and systems optimization. Known for reliability and problem-solving in dynamic environments.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Supervisor, Enterprise IT Operations
Trinity Health
Grand Rapids, MI
11.2023 - Current
- Lead day-to-day strategy and operations for enterprise IT teams supporting multi-facility healthcare systems in a 24/7/365 environment, ensuring high availability, performance, and resiliency of critical infrastructure platforms.
- Provide technical direction and guidance for infrastructure modernization initiatives, including Windows 11 upgrades, endpoint lifecycle, mobile devices, and clinical carts.
- Direct and develop technical staff through workload prioritization, performance management, career development, and cross-training to maximize team efficiency.
- Serve as senior escalation lead for major incidents, coordinating cross-functional resolution, vendor engagement, and rapid restoration of service.
- Oversee Identity & Access Management (Active Directory, NetIQ IDM/NAM, SSO, provisioning) and drive process improvements, automation, standardization, budgeting, and compliance.
- Represent IT in hospital leadership forums and safety huddles as TIS Safety Champion, strengthening alignment between technology and clinical operations.
- Trinity Health (TIS) is a multi-facility healthcare system providing comprehensive healthcare services.
Manager, Enterprise Infrastructure Operations
Trinity Health
Ann Arbor/Oakland, MI
12.2021 - 11.2023
- Provided strategic leadership and direction for enterprise network and telecommunications teams across multiple regions, overseeing full lifecycle of voice/data hardware, fiber/copper cabling, LAN/WAN/VPN, and wireless connectivity.
- Directed major infrastructure modernization projects, including Cisco IPT upgrades and AT&T SIP transformation, enhancing reliability and cost-effectiveness.
- Managed multimillion-dollar budgets, vendor relationships, contracts, and lifecycle planning while delivering operational standards and service improvements.
- Delivered executive-level escalation support for complex outages and critical incidents, driving root-cause analysis and preventive measures.
- Trinity Health (TIS) is a multi-facility healthcare system providing comprehensive healthcare services.
Senior Infrastructure Engineer (Voice/Network)
Trinity Health
Ann Arbor/Howell/Chelsea, MI
07.2013 - 12.2021
- Designed, implemented, and supported enterprise voice, network, wireless, and unified communications infrastructure, serving as Trinity’s subject matter expert for Avaya platforms and migration to Cisco.
- Led multi-site implementation projects and technology transformations, including acquisitions/mergers and enterprise-wide voice system deployments.
- Enhanced IT Service Management (ITSM) processes, change governance, documentation standards, and operational maturity across the health system.
- Trinity Health (TIS) is a multi-facility healthcare system providing comprehensive healthcare services.
Senior Network Analyst
SJMHS / Trinity Health
Ann Arbor & Chelsea, MI
07.2010 - 07.2013
- Designed voice infrastructure architectures and capacity planning models for large-scale projects; provided Tier-3 escalation and on-call support for complex network and telecom issues.
- Negotiated vendor contracts resulting in $200,000+ savings on Avaya contracts and $30,000 annual recurring savings on wireless voice contracts.
- Authored disaster recovery plans, technical training materials, and supported system integrations during hospital mergers.
- SJMHS is part of Trinity Health, providing healthcare services in Ann Arbor and Chelsea, MI.
Telecom Operations Manager
Trinity Information Systems
Ann Arbor, MI
05.2003 - 06.2010
- Led successful multi-year, multi-site deployment of enterprise IP telephony system, replacing over 10,000 handsets across hospitals, urgent care, and specialty locations — completed on time and within budget.
- Established VoIP standards (dial plans, routing, codecs, voicemail centralization) and unified/standardized telecom operations across multiple sites.
- Designed and implemented centralized call center using SPOK, with operators based on my design; transitioned local voice teams to centralized TIS support model.
- Trinity Information Systems provides IT services and support for Trinity Health.
Manager – Visual Services (VSI)
05.1997 - 05.2003
- Promoted from Technician to Senior Engineer to Manager of technician and Contact Center teams; managed one of Michigan’s largest self-maintained Avaya Definity environments.
- Led largest phone system implementation project, connecting multiple states on a single Avaya platform with enterprise Intuity voicemail.
Technician / Field Superintendent / Project Manager
Pace Technology
Detroit, MI
01.1989 - 01.1997
Installation & Service Technician
Stephen Computer Service
Walled Lake, MI
01.1987 - 01.1989
Education
Coursework in SPC Quality Control -
Macomb College
Skills
- Enterprise Infrastructure Strategy & Leadership
- Network, Telecom & Unified Communications Operations
- Production Services, Platforms & Operations Management
- IT Service Management (ITIL)
- Incident/Problem/Change Management
- Strategic Planning
- Modernization & Continuous Improvement
- Multimillion-Dollar Budget Ownership (CapEx / OpEx)
- Vendor & Contract Management
- Negotiations
- Team Development
- Talent Management
- Cross-Training
- Healthcare Systems Integration
- High-Availability Design
- Enterprise Call Center Management
- Service Delivery
- Disaster Recovery
- BCP
- Risk Management
- Stakeholder Engagement
- Executive Leadership Support
- Unified Communications & Telephony
- Cisco CUCM
- Cisco Contact Center
- Avaya Aura/CM
- Avaya IP Office
- SIP/PRI/T1
- Session Manager
- System Manager
- AT&T SIP
- CMS
- Voicemail
- Call Accounting
- Centralized Call Center
- Hill-Rom
- Rauland
- Ascom
- Dukane
- West Call
- AvaSure
- Conexall
- Centrak
- Stryker
- Epic
- PACS
Certification
- Cisco CUCM Administration
- Cisco Contact Center Administration
- Cisco Router Installation & Programming
- Avaya Aura System Manager / Session Manager
- Avaya Definity G3 Installation & Maintenance
- ACA Voice Services & Call Center Management
- World Class Routing / Automatic Route Selection
- Fiber Optic Termination & Installation (AT&T Certified)
- Additional Avaya, Contact Center, and Voicemail certifications
Additional Information
20+ years hands-on telecom and network programming and leadership experience, Former Treasurer & Board Member, INDUG (1999–2002), Member: SMUG, INDUG, INAAU
Timeline
Supervisor, Enterprise IT Operations
Trinity Health
11.2023 - Current
Manager, Enterprise Infrastructure Operations
Trinity Health
12.2021 - 11.2023
Senior Infrastructure Engineer (Voice/Network)
Trinity Health
07.2013 - 12.2021
Senior Network Analyst
SJMHS / Trinity Health
07.2010 - 07.2013
Telecom Operations Manager
Trinity Information Systems
05.2003 - 06.2010
Manager – Visual Services (VSI)
05.1997 - 05.2003
Technician / Field Superintendent / Project Manager
Pace Technology
01.1989 - 01.1997
Installation & Service Technician
Stephen Computer Service
01.1987 - 01.1989
Coursework in SPC Quality Control -
Macomb College