SUMMARY:

• Results oriented manager with extensive background in business, leadership and technical aspects of IT field. Distinguished record for building teams of dedicated people to support applications and infrastructure in high pressure, mission critical environments. Skilled at fostering successful and collaborative relationships with diverse stakeholders.
• Adept at situation analysis and establishing processes to improve efficiency, productivity, system and application availability. Able to adapt to rapid change while maintaining a high level of integrity and motivation.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Service Delivery and Engagement Manager

Responsibilities:

• Translated client requirements into working instructions for delivery within the scope of the governing SOW.
• Managed customer interfacing resources.
• Acted as escalation point for issues that impacted client relationships mitigating potential negative consequences.
• Interfaced with third parties as necessary for operational issues, customer equipment and licensing purchases.
• Involved in the change management process of the client's environment to ensure success and service uptime.
• Coordinated weekly operations - related meetings with customers and internal GCG staff.
• Responsible for researching, vetting, and on-boarding additional resources as required.
• Facilitated project requirement meetings with clients and managed expectations for project delivery.
• Worked with financial investment client to create proposals for a $220,000 infrastructure upgrade for their IT strategic roadmap for 2017. This included interfacing with the client to gather requirements, GCG architect for design considerations and vendors for pricing.
• Acted as intermediary between one of our industrial clients and partnered internet provider to setup a new 20meg internet circuit to one of their new sites recently constructed.

Environment: s: VMware, Windows, SQL, Sharepoint, TeamViewer, ESET, Naverisk, Ring Central, Acronis, Synology, Quickbooks, VOIP, Cisco Network and HPE Server hardware

Confidential, Westmont, IL

Production Support Supervisor | Application Development

Responsibilities:

• Liaison between cross functional IT teams, business partners and vendors, including communication coordination and the allocation of resources for development and support activities.
• Managed team workload delegation and prioritization including problem ticket assignment; provided guidance to team as required to ensure that issues are resolved in a timely manner, adhering to prescribed Service Level Agreements.
• Participated in daily problem management meetings to review critical issues affecting the environment and strategize next steps for resolution.
• Managed application remediation efforts for vulnerabilities identified in monthly security scans.
• Ensured applications adhered to PCI compliance standards and facilitated auditor information requests.
• Attended weekly Change Control meetings to assess change impact, perform risk mitigation and organize communication plans.
• Led complex POS upgrade project from requirements gathering to deployment. The upgrade to 340 US/CA stores provided numerous enhancements to the application which also included mobile devices.
• Coordinated the creation of regression test scripts and test resources for z/OS and CICS Mainframe upgrade. The upgrade which affected multiple utilities and applications was successfully implemented without impact to the user community.
• Ensured on an annual basis that all retail applications are optimized for Retail Holiday Peak volume.

Environment: Mainframe (JCL, Cobol, CICS, Endeavor), Windows, Linux, Sharepoint, DB2, Oracle, SQL, SSIS, Access, WebLogic, IIS, Apache Server, CA7, Subversion, Visual SourceSafe, Visual Studio, Java, C#, VB.Net, VB6, ASP.Net, Classic ASP, MQ, SFTP, MS Office, Oracle POS

Confidential, Chicago, IL

Application Support Manager | Application Development

Responsibilities:

• Served as the application’s primary technical point of contact, facilitating and coordinating customer requirements, integration efforts, and other actions as required.
• Planned/managed changes and other deployment activities following change management processes.
• Partnered in product acceptance and operational/performance readiness testing. Provided input and vote on production go/no go decisions.
• Ensured technical recovery plans, support processes, design and data flow documentation in repository were updated with each change introduced to the application environment.
• Accomplished semi-annual site failovers of applications within disaster recovery SLA timeframes.
• Completed data center relocation of 272,000 user BA Direct eTreasury Portal on time and within budget.
• Successfully deployed over 30 application and infrastructure changes annually.
• Led architectural review of Web Series application requiring cross team coordination and expertise.
• Revised run book used as technical guide which decreased resolution time for complex application problems. Amended Help Desk and Monitoring Team alert and escalation procedures.
• Engaged SAP to review Crystal Reports portion of application having stability issues. Used report results, analysis and recommendations to implement changes and application instability issues ceased.
• Identified top latent queries in DB and initiated vendor remediation. Updated F5 (load balancer/content accelerator) firmware to newer version. Increased memory allocation for application in WAS.
• Implemented user simulated navigation within application and alerted on failures or poor performance.
• Reviewed usage statistics for application and server infrastructure to identify potential capacity issues.
• Served in a matrix team environment, actively and effectively managing relationships with business partners, build and release managers, technical teams, project managers and other application managers.
• Tracked all application issues to expedite identification of instability trends and allow remediation before customer impact.
• Organized efforts to resolve critical production issues and provided ongoing communication to business partners.
• Assisted with post mortem/root cause analysis for application outages and created remediation plans as required adhering to all bank incident, problem and change management processes.
• Ceaselessly strived for continuous improvement of services and processes to increase platform stability and improve operational efficiency and quality.
• Leveraged multiple utilities to monitor application environment and alert on error conditions in database, application logs, MQ channels and server (memory, CPU, disk, I/O).
• Created and distributed customer usage/volume reports for 9 different payments applications. Provided overview of data in business partner’s analysis and trending meetings.
• Performed monthly infrastructure/application usage and performance analysis to forecast future capacity requirements.
• Used HP Business Availability Center to provide ongoing reporting of application response times to ensure client SLA’s were being met.
• Scanned all databases for top latent queries and optimized them; created purging/archive routines as required.
• Fixed vulnerabilities in application code identified by source scanning utility and ethical hacking.
• Installed Citrix Web Application Firewall in front of legacy payment application to mitigate vulnerabilities without requiring coding changes.

Confidential

Technical Project Lead f

Responsibilities:

• Co-developed high level Power Point deck to depict plan of action for the Data Center Move (DCM) of the Portal and associated applications. Created multiple sub-projects for the effort.
• Coordinated meetings with key members of BofA to review application/infrastructure architecture, testing requirements, deployment procedures, source control and data movement. Compiled documentation unique to each group’s activities and mission which allowed multiple streams of effort to begin simultaneously for the project.
• Managed prioritization and work distribution, identified required consulting resources.
• Instrumental in setup of test and production environments at BofA.
• Served as SME for transition of LaSalle Systems. Advised stakeholders on crucial decision points.
• Established unified effort between departments/vendors to complete move within aggressive timeline.

Environment: IBM AIX, Unix, Linux, Windows, Oracle, SQL, WebSphere Application Server, MQ, IBM HTTP Server, IIS, Web Methods, Borland Enterprise Server, Bottomline Technologies Web Series, Crystal Reports Server, Java, Visibroker, Cold Fusion, Rational ClearCase, ClearQuest, Interwoven, LoadRunner, Resonate, Siteminder, HP Quality Center, McAfee VirusScan Enterprise, CA Clarity, Fieldglass, HP Business Availability Center, SiteScope, Tivoli, Introscope, F5-Big-IP, Citrix-Web Application Firewall (WAF), MS Office

Confidential, Chicago, IL

IT Manager

Responsibilities:

• Monitored vendor response times during production outages and involved engineering and development teams on triage calls as required.
• Ensured that monitoring, OS/application updates and other proactive support duties for the environment were occurring per the contracted agreement with the bank.
• Managed communication to business stakeholders of issues and proposed changes affecting the portal.
• Served as Technical Lead for multiple application and infrastructure projects.
• Coordinated vendor, test, development and engineering resources for projects.
• Handled environmental scheduling for code deployments and testing. Ensured compliance of security, change control and source code migration policy.
• Responsible for the review and approval of all hardware and software changes involving the portal.

Confidential

IT Manager | Windows/Unix System Engineering and Application Support

Responsibilities:

• Led conference bridges for production problems and provided status updates to business partners.
• Partnered with business stake holders and internal/vendor development teams to plan and implement new applications, enhancements and fixes.
• Relocated 70 plus portal supporting servers/applications as part of data center move without impact to customers or project timelines.
• Successfully deployed over 25 application and infrastructure changes annually.
• Merged Windows and Unix Engineering teams; transitioned Operations to IBM without customer impact.

Environment: Unix, Linux, Windows, Oracle, SQL, WebSphere Application Server, MQ, IBM HTTP Server, IIS, Java, Visibroker, Cold Fusion, LoadRunner, SiteScope, F5-Big-IP, NetApp NAS, Compaq Servers, Citrix-Web Application Firewall (WAF), MS Office