Mark Lium

Experience

1. Manager, Communication and Collaboration Services

   Russell Investments

   Aug 2013 — Present · Seattle, WA, US

   Managed all communications into and out of the company globally, including Email, Telephony, Enterprise Fax, MS Teams, Email/IM/Voice Compliance technologies, Unified Messaging, Call Centers and call recording, in the company\'s 4 datacenters worldwide and Microsoft 365. • Managed a team of administrators and engineers consisting of FTE and leveraged managed services employees located in Seattle, Texas, Mexico and India, working across geographic and cultural boundaries. • Served as Global ITIL Incident Manager, managing IT incidents worldwide including Major Incidents involving all technical towers and levels of management.• Led a high-performing and diverse team of FTE and 3rd party service providers including recruitment, training, and daily operationsNotable Achievements:• Successfully transitioned from regional PBXs to global Enterprise Voice and teleconferencing, leveraging MS Teams. This reduced telecom costs by ~$1.3million annually• Reduced license costs in my area by 28% through carefully auditing license requirements and cutting waste• Migrated the global phone system from an expensive hosted Cisco PBX to on-premises SBCs owned and controlled by Russell, saving hundreds of thousands of dollars each year on expensive Cisco services and licensing• Migrated from a hosted Virtual Call Center to using native MS Teams call queues globally, saving ~$100K per year and improving flexibility and deployment speed of requested changes• Resolved dozens of major incidents by gathering resources, communicating to stakeholders and end users, and coordinating the cross-platform troubleshooting conference calls during these high-stress outage scenarios worldwide• Ensured a high performance and reliable compliance infrastructure to enable compliance teams to perform daily governance reviews of all written communications into and out of the company, and targeted voice communication monitoring where required

Education

• Western Governors University

  Master of Science - MS, IT Management

• Ecole Supérieure de Commerce de Chambéry

  International Business

  1993 — 1993

• Washington State University

  Bachelor of Arts (B.A.), International Business

  1989 — 1994

• Western Governors University

  Master's degree, Information Technology Management

Skills

• Lync Server 2010
• Cloud Computing
• Microsoft Exchange
• IT Infrastructure Operations
• Troubleshooting
• Enterprise Software
• Enterprise Architecture
• Networking
• Exchange Activesync
• Servers
• Itil
• Blackberry Enterprise Server
• IT Management
• Office 365
• Microsoft Technologies
• Microsoft Dns
• IT Operations
• Active Directory
• Windows Server
• System Center
• IT Infrastructure Design
• Data Center
• Lync
• Microsoft Server Platforms
• Owa
• Microsoft Infrastructure Technologies
• System Center Suite
• Microsoft Online Services
• Infrastructure
• Virtualization
• Disaster Recovery
• Hosted Microsoft Exchange
• Dns
• Integration
• IT Operations Management
• Exchange 2010/2007/2003