Lawrence R.

Experience

• 

  Amazon Web Services (AWS)

  Sr. Customer Solutions Manager

  May 2022 - Mar 2026

  Amazon Web Services (AWS) provides cloud computing services to businesses, individuals, and governments worldwide.

  • Serve as primary strategic advisor and customer-facing owner for 4–7 concurrent enterprise accounts, guiding cloud migration and modernization initiatives.
  • Manage engagements ranging from $500K to $2.6M ARR, ensuring strong executive alignment and customer health.
  • Proactively identify and mitigate delivery risks, protecting multi-million-dollar ARR engagements.
  • Recovered at-risk programs from RED status, preserving up to $2.7M ProServe engagement and $20M PPA revenue.

• Nationwide Energy Partners

  Director Of Business Operations

  Feb 2021 - May 2022

  • Responsible for leading the Business Operations team which comprises Strategic Business Technology (IT), Resident Support, and Billing. This role provides support to internal team members as well as Nationwide Energy Partners’ (NEP) customers and residents.
  • Led initiative to improve customer service levels. Efforts resulted in increasing service levels from 44% to 92%.
  • Implemented governance structure providing visibility and accountability around IT projects and development efforts, resulting in the ability to prioritize efforts and consistently meet commitments.
  • Mentored team members encouraging ideas and ownership.
  • Shifted culture of the department by stressing communication and inclusion across all teams, resulting in faster identification and resolution of issues.
• 

  Tech Data

  Sr. Manager Product Support Services

  Oct 2015 - Jan 2021

  • Responsible for directing activities of Tech Data's 24x7x365 Technical Assistance Center (TAC).
  • Responsible for leading a team of associates as well as external partners providing remote and on-site technical support to a variety of customers, industries and technologies globally.

• MCKESSON HEALTH SOLUTIONS PR, INC

  Director IT Operations

  Nov 2013 - Apr 2015

  • Responsible for Technical Operations for RelayHealth (Change Health) Financials’ SaaS environment.
  • Key leader responsible for leading teams consisting of Application Operations Engineers, Application Developers, Systems Administrators, Database Administrators and 24x7 Operations/Monitoring team.
  • Led efforts to ensure Service Delivery SLAs and expectations were defined and met.
  • Maintained relationships between Technical Operations, Customers, Development and Infrastructure Teams.
  • Led IT Strategy for Technical Operations area.
  • Change agent responsible for transitioning of disparate support teams into single cohesive organization.
  • Additional responsibilities included Project Management, Process and Procedure Documentation, Disaster Recovery, Enterprise Monitoring, Demand Management, Capacity Planning, Service Desk, Change Management, Customer Relationship Management, Resource Planning, Operating System Support, System and Architecture Design.
• 

  JPMorgan Chase

  VP, Shared Services

  Jan 2011 - Nov 2013

  • Led efforts in establishing a highly effective Shared Services organization focused on Application Integration and Operation.
  • Ensure Service Delivery SLAs and expectations were defined and met.
  • Maintained relationships between Shared Services, Development and Infrastructure teams.
  • Implemented 7x24 Follow the Sun Support Model.
  • Incident and Problem Management, Software Deployment Automation, Batch Processing and Development, Business Relationship Management, Project Management, Middleware Support (Websphere, Apache, IIS).
  • Responsible for supporting six lines of business.
  • Responsibilities included managing 60+ person team located in the United States, India and The Philippines,
• 

  The Wendy's Company

  Director Information Technology, Enterprise Data Center Operations and Monitoring

  Apr 2008 - Jan 2011

  • Responsible for ensuring Data Center Environmentals including Power, Generators, UPS and Air Handlers were properly maintained.
  • Responsible for Enterprise Wide Disaster Recovery activities, Technologies and Infrastructure.
  • Other responsibilities included Enterprise Monitoring, Process Improvement, Infrastructure Consolidation, Vendor Management, Contract Management, Project Management, Service Desk Application Ownership, Change Management and Operational Governance.
• 

  The Wendy's Company

  Director Information Technology, Customer Support Services

  Feb 2006 - Apr 2008

  • Produced strategies to improve service levels maximize capital and reduce operational costs associated with supporting restaurants and employees.
  • Supervised 54 total staff including management/supervisors, engineers, contractors and IT professionals.
  • Scope of responsibilities included Messaging, Identity & Access Management, Workstation Delivery, Service Desk and Store Technology.
  • Management of Outsourced Service Providers, Project Management, PCI Auditing and Remediation, Intrusion Detection Activities, Infrastructure End-Of-Life Product Management, Process Improvement, Vendor Management, RFP Creations, IT Governance, Disaster Recovery.
• 

  The Wendy's Company

  Director Infrastructure Services

  Nov 2002 - Feb 2006

  • Responsible for directing all aspects of Wendy’s International’s Open Systems, Messaging, Web Portal and Security environments.
  • Managed teams responsible for supporting operating environments that included Linux, AIX, Solaris and VMWare.
  • Other responsibilities included supporting SAN environment, Backup and Recovery, Lotus Notes, Microsoft Exchange, BEA/Oracle Weblogic, LDAP, Identity and Access Management, Enterprise Anti-Virus solutions, Vendor and Contract Management, Project Management, Service Desk activities, Enterprise Monitoring, Systems Engineering, and Demand Management.
  • Continued responsibility for managing the research and identification of new and emerging technologies and directing the integration of these new technologies into the corporation.