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Reginald W Taylor

  • Atlanta GA
  • +16783575592

Manager, Cloud Managed Services

Work History

Apr 2006Present

Manager, Cloud Managed Services


Managed large and complex hydrogenous global storage environment with a 2 PB storage and 6000 SAN ports running hundreds of ERP applications including SAP, Oracle and DB/2 databases. Provided management to and hired technical personnel ( over 100 direct and dotted line employees ) responsible for research, support and maintenance of new technologies and projects located in 16 data centers located around the globe. My teams deployed, supported and maintained 3PAR, IBM DS8000, DS8700, DS5300, Hitachi and EMC infrastructure storage devices. We also designed and deployed storage virtualization on IBM P-Series, VIO servers and LPARs. I was also responsible for Disaster Recovery ( DR ) solutions across the Cloud environment. Managed DR for more than 50 customers providing DR readiness and testing for those customers to ensure we met their RTO ( Recovery Time Objectives and RPO ( Recovery Point Objectives ) contractual Agreements. 

Nov 1999Apr 2006

E-Business Web Hosting Manager


Atlanta, GA IBM E-business Web Hosting Manager Twenty-three years in IBM providing support for commercial and internal customers. For the past seven years, I have worked with both the Strategic Outsourcing and e-Business Delivery Models primarily working as a people manager, hiring and managing personnel. By working in the commercial environment, I have developed an understanding for all the demands of service delivery: people management, security compliance, consistent processes and procedures, remote and local management of technical skilled people, quick turn around for customer demands, audit readiness, demanding customer install schedules, managing critical skill to meet and exceed customer requirements and developing non-standard solutions to meet customer requirements. I gave advise Regarding IBM Audit & Control Procedures, applied IBM Mission/Vision/Strategy/Organization and applied my knowledge of Human Resource(HR) programs to  Foster Communications and Teamwork.

Oct 1997Nov 1999

Network Solution Architect


I was responsible for developing new services business and building practices for a specific solution. I was a subject matter expert in the network solution area for IBM Global Services Business unit focusing on developing client relationships and ensuring high client satisfaction for the networking solution. I was involved in the initial development process of the solution and have overall responsibility for practice and business results, including engagement deliverables , client satisfaction and profit. I managed pre-engagement work ( defining and closing opportunities, determining engagement scope and cost projections, formulating initial hypotheses). I had responsibility for , and was involved in all aspects of the engagement, including negotiation of clients contracts and proposal development. I was responsible for business development for specific solutions. I reported monthly on the defined objectives for the success of the specific named solution. I was responsible for capacity planning and skills building of resources that are required to implement the specific solution to meet the business case approved in the solution investment process. I worked closely with the geography and regional leaders to create awareness of a solution, train resources , develop proposals, provide skill transfer on early engagements and build backlog of closed business. I gathered requirements for solution improvements for the early engagements and fed this back through the development and life cycle investment process. 

Jun 1995Oct 1997

Operations Manager


Operations Manager- I balanced the people resources in the unit, engaging them in the unit's work, developing skills, evaluating performance and recognizing contributions. Actively engaged in implementing, supporting and enhancing relevant business processes for my respective business unit. Re-engineered developed and implemented personnel processes and programs, assessing their efficiency and effectiveness in assuring employee equity and encouraging employee growth and opportunity. Focused on each employee in the department and coached employee through one-on-one discussions over performance, salary and short and long-term work assignments. Recommended and negotiated with technical/business leaders, peers and higher level management to allocate employee resources in a manner that best meets project and account demands. Facilitated employee development and through skills assessment implementation, ensured skills are available to meet current/future business needs. Provided counsel to employees on training/education opportunities that best meet their career path. Skills associated include: Apply Team Leadership Breakthrough Thinking Building Organizational Capability Coaching/Developing Talent Customer Insight Decisiveness/Decision Making Drive to Achieve Passion for the Business Personal Dedication Straight Talk Teamwork Use Adaptive Leadership Styles

Mar 1992Jun 1995

Sr. Network Operating System Team Leader


Sr. Network Operating System Team Leader Atlanta, GA I was responsible for the software support and associated services in customer accounts. I was required to participate in IBM's 24 hour continuous support commitment to its customers. They are usually based in a data center, but I was also required to  travel  in the delivery of on-site support and service. I provided accounts with total systems software support in assigned areas. I was the primary technical interface to customers for software support and the delivery of operational services as required by the customer. I conducted problem analysis and problem solving with skills which allows for the identification and resolution of software problems and operational issues. I planned and executed software services activities including installation planning, account management, systems problem determination, diagnosis, etc. for IBM and selected non-IBM systems. In general I assumed total responsibility for developing positive relationships with customer management and staff to ensure a high level of overall customer satisfaction in all assigned areas. Specifically, ensured a high level of customer satisfaction with software support and operational services. I have a complete understanding of, and was able to articulate IBM's technical support strategy, particularly, as it relates to the various levels of software support. Responsible for the technical value relationship by providing expertise to protect revenue base and generate new services business

Jun 1989Mar 1992

Sr Network Specialist


Sr Network Specialist Atlanta, Ga : Designed and delivered complex Telecommunications solutions for clients, taking on full responsibility for the quality and cost. Led a small team of professionals and was a senior member of a larger team. Within area of expertise I had detailed knowledge of industry products and services and how these can be integrated as part of the overall solution. I was aware of Telecommunications legislation across the major Countries of Europe and their effect on available solutions. Contributed to the definition of Telecommunications architecture in own area of expertise. Strong working knowledge of all Telecommunications environments(Data, Voice, Video, Wireless communications etc.), was specialist in data and be an acknowledged expert for specific areas(e.g. Specific protocols. SNA, bi-sync). Was capable of performing a similar role in other areas subject to the appropriate training. Remains technically current in products, tools and techniques. Supported the drive for Client satisfaction and profitability. Outputs: Individual or as part of the team, and within own area of expertise is responsible for: Contributing to the overall architecture of any solution. Completing the detailed design. Performing risk, capacity and dependency management on own work and any interfaces with that developed by others. Provide detailed estimates, costs, schedules. Build test environments to demonstrate quality of deliverables. Providing recommendations for supplier strategies for all components. Education and assistance to Client personnel and other performing functions. Detailed operational procedures as appropriate to each environment. Support Strategies. Detailed implementation plans  and feasibility studies.

Apr 1987Jun 1989

Network Specialist


Network Specialist Atlanta, GA Contributed to the overall architecture of any solution. Completed the detailed design. Providing input to risk, capacity and dependency management activities. Provide detailed estimates, costs, schedules Build test environments to demonstrate quality of deliverables. Provided recommendations for supplier strategies for all components. Detailed operational procedures as appropriate to each environment. Supported directions. Detailed implementation plans Has a thorough understanding of interaction of own area of expertise with others in the Telecommunications environment. Demonstrated a good understanding the directions of Telecommunications directions and strategy. Understood and adheres to Client business policies and practices. Has thorough knowledge and demonstrable practical experience of design and build processes as they relate to own area. Proven achievement of developing high quality solutions against fixed targets of cost and time. Is familiar with all stages of Telecommunications design, implementation and operations to provide a Telecommunications service to the Client. Communication/Negotiation Made presentations to Client staff or management. Participates in workshops and meetings at senior professional or managerial level. Established and maintained good working relationships with project teams, suppliers and client personnel. Recognised and reported out of line situations and will initiate corrective action. Assisted in the identification of and discussions with new suppliers of technology or services as demanded by specific solutions. Provided technical guidance to the architects and design teams. Problem solving: Managed and resolved complex problems in immediate work area, interlocking at the architecture and design levels as appropriate. I was a key participant in the resolution of complex business or technical problems and provided 2nd level technical support post implementation. Exposed to a range of key situations dealing with many supplying organizations across many geography's each with their own national restrictions. This demands an open and highly innovative approach to problem solving. Had full responsibility and accountability for assigned areas. Recognized critical situations and escalated accordingly

Nov 1983Apr 1987

Customer Service Coordinator

Customer Service Coordinator Atlanta, GA Monitored team progress against targets and provided feedback to the CSC management. Assigned tasks/targets to other members of the Team Acted as a first or second point of contact for customer complaints Responsible for maintaining good working relationship with DSIS and other teams. Responsible for ensuring the highest level of customer satisfaction which entailed monitoring all call agents to ensure service levels are maintained Handled Critical Situations, Raising voice messages quickly and in agreed formats, engaging the Crit. Sit co-ordinators and DSIS delivery management where necessary. Communicating Critical Situations to the entire desk in a timely fashion. I was responsible for handling complex customer enquiries e.g in the area of Business Apps and referring these to an appropriate Resolver group to handle further(e.g ECC ops etc.) I took responsibility for following up with customers to ensure that their request has been handled in a satisfactory manner I took a high degree of initiative in providing feedback to the CSC QMS Database and in Critical Situation handling I took initiative in meeting not just own mission stats but Center wide targets.




DeVry University

Bachelor of Science Electronic Engineering Technology

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                              TAG - Technology Associates of Georgia


Cell phone:    678-357-5592

Office phone: 678-661-1196


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