James Osborne

Responsible for creating processes for Microsoft AI Research group, establishing operational pipelines, and managing unforeseen work. Achieved a 20% increase in throughput, 15% decrease in rework, and 50% increase in client satisfaction.

Managed multiple assignments for Amazon, including lab retrofits, global tax implementations, and DevOps operations. Delivered projects on time and under budget, improving throughput and client satisfaction.

Co-managed a DevOps team owning 26 business applications, managed Agile activities and workflows, and achieved a 30% increase in ticket and work item closure year-over-year.

Transitioned a DevOps team to Agile methodologies in 4 weeks, achieving a 30% gain in productivity and a 7% increase in ticket and work item closure.

Planned and managed SIP/VoIP phone upgrades and nationwide Cisco transition, including inventory and upgrade planning for remote locations.

Managed a team of 8 developers and 3 QA to create automated datacenter recovery and failover applications, achieving a 30% increase in transactions processed per second and 20% increase in operational recovery.

Managed global localization program for Sonicare digital connected app into 27 languages, conducted international audits, and released the application into 40+ markets.

Created transition plan to move developer subscription and sales offering to new AWS architecture with no measurable downtime, increasing efficiency and stability by 34%.

Managed AIR Search team of 12, external and internal search engine operations, and achieved a 70% increase in ticket closure quarterly. Wrote technical specifications for API and managed tools transition to cloud.

Transitioned MS Sales system to a multi-location cloud solution with DR functions, redesigned architecture with solid-state disk arrays, and delivered 27 days before schedule.

Managed team of 17 during Costco rollout of iPhone 5, including support operations for in-store activation systems using Citrix virtualization. Project completed 22 days early with no severity 1 issues.

Managed 20-30 concurrent network scaling and infrastructure projects supporting data centers in Japan, China, and Singapore. Prepared KPI reports and network impact reports using SQL and Power BI.

Managed 5 infrastructure enhancement projects including data center colocation, network monitoring tools, and a call center voice recorder application. Only project in PMO to complete on time in fiscal year.

Deployed ITSM and ITIL service functions, developed program for datacenter facilities and support services, and managed construction of Redmond Ridge Datacenter. Delivered savings of over $15M in first year.

As CISO, created Information Security Department and defined global security policies. As US IT Operations Manager, managed IT staff, services, and systems including SAP ERP, network, and server farms.

Managed handover of a project for installation and implementation of a Vendor Onboarding and Management System (Beeline), including planning and training for UAT.

Operations Program Manager responsible for creation of processes for Microsoft AI Research group.