The client was performing an extensive internal change, due to growth via Mergers & Acquisition, requiring a change in support vendor.  A consolidation of multiple Managed Service Providers was in flight to reduce to a more manageable number, and create efficient internal workflows.

Primary objective was to provide guidance and governance to the cloud services (Azure and Office365) support vendor, SoftChoice.  Oversight of workloads and workflows in addition to the performance monitoring via standardized KPI’s was required.

Secondary objective was the day to day management of internal requests and tickets.  This required management of in-house systems, Active Directory, on-premise E-mail and spam solutions, and Cisco CUCM.