Joseph Glaser

Background

About Joseph Glaser

IT Manager and Strategic Business Partner with 20 years’ expertise leading innovative and responsive solutions to drive business continuity and excellence across service level objectives. Leadership distinction includes roles as Manager - IT Application & Database Support; IT Infrastructure Manager; NOC Manager, and Call Center Supervisor. Deep experience in network structure/optimization, complex technology requirements, protocols/standardization, value-added solutions, and building equitable relationships. Achieved key deliverables by integrating people, processes, and information while optimizing IT infrastructure management. Excellence in: Infrastructure Solutions Operations Management HRIS & SOX Compliance Lean IT Managed and staffed 24/7 business unit, with 14 direct reports. Led through best-in-class customer service and KPI performance goals, achieving a 98%+ Customer Satisfaction Rate, and “Highest Associate Satisfaction” Leadership Rating, 2015 & 2016. Led the synergy strategy, team integration, and core culture expectations following an organizational split between Engineering and Operations, as part of an ITIL process improvement initiative. Collaborated with Sr. Leaders to introduce and establish Lean IT standards and adopt ITIL certifications. Negotiated 3-year contract with IBM, partnered with vendors to drive results within SLAs. Defined high-performance Service Level Indicators (SLI) to achieve Service Level Objectives (SLO). Served as Project Consultant, advising on SLI strategy, infrastructure plant mapping, and key deliverables. Portfolio of expertise: Enterprise Networks; IT Security Solutions; Lean IT Process Improvements; HRIS & SOX Compliance; Customer Experience; Resource Allocation; KPI; Delivery Structures; Automation; CPI, Red Hat Linux; Lean IT; DevOps; ITIL v3 / ITIL v4; Service Quality; Cloud-Networking; NextGen Firewalls; Disaster Response/Mitigation Plans; HR Functions; Coaching; Daily Stand-up Meetings; Business Goals