SUMMARY:

• Confident, dedicated and technology leader with excellent stakeholder satisfaction, team - building, and strategic insight and poised for the next-level of success in an IT Production Support & Operations role.
• Strategic IT Leader and champion for change with a reputation for leading through ambiguity and maximizing cutting-edge technologies.
• Highly successful in building and maintaining loyal customer relationship based on trust, communication, and a problem-solving approach that addresses issues immediately and strives for rapid resolution.
• Solution-driven, has outstanding follow-up skills, possesses a strong work ethic, has a high sense of urgency, and has the drive necessary to be successful in a dynamic, high performance environment.
• A leader with new emphasis on support, services, standards, resource recruitment and best practices.
• Worked with clients in various industries including information technology, government, financial and agriculture.
• Excels in all facets of verbal, written, leading and inspiring the team via open communication along with effective listening skills.
• Strong social networking and negotiation skills along with being an expert change coordinator and has an ability to orchestrate change through influence.
• Willing to self-relocate to Florida for the right opportunity.

EXPERIENCE:

Service Delivery Manager

Confidential, Richardson, TX

Responsibilities:

• Responsibilities to provide Global leadership for the day to day Critical Incident Response (Remote-team Network Technical Analyst) support staff.
• Manage Level 1 - 2 support (Load Balancers, Firewalls, Proxy, DNS/DHCP, FireEye, Radware, and Guardium) which includes operational incident management, change management, monitoring and alerting in the Security Infrastructure space.
• Works closely with vendor Partners and Security Engineering teams on incident resolution/mitigation.
• Oversight and management of Security Infrastructure Operations resources including Vendors and Security Operations Experts
• Advanced Technical Support for Event and Incident Management
• Global troubleshooting to provide event and incident response and restoration.
• Maintains System access to participate in troubleshooting efforts.
• Review and support Break/Fix changes to and from the vendor.
• Post-incident follows up actions
• Ensuring global consistency using repeatable Network Incident Management processes, procedures, and roles.
• Performing ticket analysis to meet contractual SLA obligations.
• Maintaining stability in the network as changes are introduced and executed.

Service Delivery Manager

Confidential, Plano, TX

Responsibilities:

• Responsible for implementing the New Global Confidential Tower - Remote-team.
• Responsible for providing Global leadership for day to day operational Security Infrastructure Operations support staff. Manage Level 1 - 3 support which includes operational incident management, change management, monitoring and alerting in the Security space.
• Works closely with HP CNOC and Security Engineering teams. Oversight and management of Security Infrastructure Operations resources including Vendors, Security Infrastructure Operations Desk, Arbor-Vontu-Guardium Desk and Security Operations SME's.
• Lead operational risk management activities to enhance the value of HP to client.
• Manage the development and implementation of global network infrastructure operational security policy, standards, guidelines and procedures to ensure ongoing maintenance of security.
• Work with other leaders to prioritize incidents initiatives and spending based on appropriate risk management and/or financial methodology.
• Manage the development and implementation of global network infrastructure operational security policy, standards, guidelines and procedures to ensure ongoing maintenance of security.
• Work with other leaders to prioritize incidents initiatives and spending based on appropriate risk management and/or financial methodology.
• Maintain relationships with customer and other vendors.
• Coach and mentor direct and non-direct reports as needed. Manage Focal Point Review (FPR) process for HP employees. Manage team and individual performance.
• Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).
• Advise management and peers on broad organizational, technical, and strategic matters of importance.
• Create strategic business plan for organization within guidelines of documented Business Unit/ Corporate objectives; ensure proposed projects receive appropriate support.
• Resolve/monitor customer escalations as appropriate.
• Establish and manage relationships with customer subject matter experts and appropriate customer management with an objective of maintaining a strong winning relationship.

Network Security Engineering Manager

Confidential, Plano, TX

Responsibilities:

• This includes maintaining his current responsibilities as Manager of the load balancer Implementations environment. I am responsible for the implementation of Big-IP/LTM and 3DNS/GTM application designs and support. Managed the change management and Governance for this environment while reporting to Senior HP Leadership.
• Reviews, plans, and evaluates ADC (load balancers), Perimeter and Content management systems. Recommendations on how to improve the network infrastructure are made consistently quarterly. Provides documentation/project tracking and management reporting.
• Provided tactical and strategic input on overall network planning and related projects. Reviewing deployed equipment against NOC-acceptance requirements, reviewing and approving field engineers’ documentation, IOS and hardware evaluation for future deployment.
• Manage multiple tasks & projects effectively on new and upgrade facilities installation utilizing multiple Security Service technologies including ADC (load balancers, F5, NetScaler, and Alteon), Perimeter (Checkpoint, Juniper and Nokia) and Content management (Bluecoat).
• Relies on experience and judgment to plan and accomplish goals. Consistently leads and directs the work of others. Currently manages teams globally on a 24/7 support model.
• Currently provide technical assistance in the areas of problem isolation, resolution, planning and engineering.
• As Manager of the Network Operations for 3 years I was responsible for troubleshooting, installation, design and maintenance of both the LAN and Frame Relay infrastructure supporting over 1800 branch sites.
• Responsible for the maintenance of all LAN/WAN devices and can include the developing of tools necessary to monitor, report and manage the growth and complexity of the Wide Area Network.
• Works with vendors, end users, other engineers, and other network departments to troubleshoot, identify, and solve technical problems in our multi-protocol Enterprise network infrastructure.
• Oversee negotiation and administration of vendor, outsourcer, consultant contracts, service agreements along with managing IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Professional Services Resident Engineer

Confidential, El Segundo, CA

Responsibilities:

• Reviews, plans, and evaluates network systems. Troubleshoot/Configure network equipment, which includes Cisco 7200 and Nortel Routers/Switches/VPN.
• Recommendations of how to improve the Clients LAN and WAN network were made periodically. Provides documentation/project tracking and management reporting.
• Prepared to travel on a moment’s notice; on-call 24x7 at least once a month
• Act as liaison between Technical Support and large enterprise customers
• Work in support of regional account teams to help in sales of maintenance and support contracts
• Work in support of Field Services organization with design and installations of enterprise networking equipment.
• Work in support of regional account teams to help in sales of maintenance and support contracts