Summary

To engage in a career that allows me to utilize my creativity and broad technological capabilities to bring success and consistency to my employer. My experience in providing services to ISO-9001 / ISO 27001- certified companies for administering and maintaining their current ISO-9001 ISO 27001 certification would be an asset to your organization.

WORK EXPERIENCE:

Confidential

Information Security Officer Program Manager Technical Writer

• Extensive knowledge ISO 9001:2005, ISO 27001:2005, ISO 20000 Standards
• ISO Activities Scope Identification, GAP Analysis, Development of Policy Documents, User Awareness Trainings, Assets Identification and Classification, Risk Assessment, Development of
• Procedures and Process documents, Control Implementations, Conducting Internal Auditor Training Programs, Review Implementation etc.. Implemented the QMS in the organization, Train workers and supervisory staff to create awareness of ISO standards and thereby creating ISO culture in the organization. Guided ISO team members for smooth implementation and preparation for External Audit for certification Trained team members on concepts of continual improvement, the heart of ISO 9000 ISO 27001. Conducted Internal Audit Program. Performed Management Review Meetings on regular basis. Knowledge of SPC Kaizen 5S and other lean principles. Assisted in document control and establishment of traceability Ensured causal analysis is conducted and appropriate actions are taken to closure Metrics analysis using statistical techniques, Defect prevention and Risk Management activities Conducted Internal Audits Facilitate in Surveillance Audits.
• Ensured individuals adhere to the business relationship process
• Responsible for Business Relationship Management performance reporting
• Interfaced to multiple customer constituencies
• Formulated and maintains an appropriate service level structure
• Developed and refines Service Level Agreements e.g. service based, customer based or multi-level
• Coordinated Service Level Agreements, Operational Level Agreements, and products/services
• Accommodated existing Service Improvement Plans/Programs
• Produced regular reports on service performance
• Reviewed outstanding actions with current performance
• Primary interface for pro-active relationship management
• Established IT performance measurement structure in relation to customer needs
• Reported on IT product/service performance and utilization
• Interacted with product owners, business development, product development, quality assurance, support, documentation, customers, executive management, and other stakeholders in the organization. Made decisions, attending meetings, coordinating group assignments and projects, and removing obstacles for the team. Reviewed and approving deliverables for consistency and adherence with guidelines, standards, and patterns. Facilitated communication within the organization and helping to resolve conflicts. Participated and cooperating as an individual contributor, such as drafting the end user documents, newsletter, and other organizational documents. Documented the Document Deliverable Plan. Worked closely with engineering teams on a daily basis to design features and complete user interface text and documentation in short, five-week engineering sprints. Monitored and resolving the customer issues. Documented Management and Control. Participated in product and/or project meetings and represents Technical publications Team to understand the requirements. Worked closely with local/onsite project development teams and participate in discussions to understand future releases. Ensured that product documentation is delivered on-time at the highest possible quality, obtaining the customer feedback at regular intervals. Worked with Editors and Writers and ensuring that the accurate content is delivered. Published the guides to various formats online help PDF . Attended and representing the team in the cross-functional and product line meetings. Conducted trainings on Email Etiquette, Communication, attending conference calls. Communicated project schedules and changes. Maintained and administered servers, routers, firewalls, performs account management and complete administration of Microsoft Server 2008 and Microsoft Exchange servers in a virtualized environment Supported and maintained Microsoft Windows Windows 7 desktop hardware and software. Configures new systems, opens/closes helpdesk tickets, responds to problems and performs troubleshooting and resolution of all technical issues.
• Primary Responsibilities: Provided expert judgment and analysis for Global Active Directory design, migrations and consolidations, ongoing support, and enhancements. Accountability and ownership of all Active Directory AD environments Created Active Directory design, standards, and operations documentation. Managed Domain Controllers and Optimizing Active Directory AD replication via sites and services over multiple WAN Links. Automated Monitoring and Alerting of Active Directory AD for health and up time for multiple services and replication. Secured and Locked down Active Directory AD from group/ou/server perspective to network and servers ACL's to group policies and permissions. Actively participated in all areas of daily operations. Maintained standards, roadmaps and guiding principles for our Windows related infrastructure. Demonstrated ability to prioritize and to deliver multiple projects on time.

Technical Writing:

Possess clear/direct writing and communication skills. Interact effectively with subject matter experts SME and project personnel using excellent interpersonal and communication skills. Use minimalist writing style to support both new company products and existing documentation. Worked on preparing computer based training CBT that involved localization devise templates that are used to translate documentation into multiple languages .

Project/Process Management:

Manage documentation projects from beginning-to-end by scheduling technical reviews and obtaining final documentation sign-off. Use Microsoft Project to create documentation schedules. Represented Business Community regarding training needs and product support requirements.

Confidential

Microsoft Exchange Administrator/SCOM Engineer/Network Engineer/SMS Admin/Project Manager

• Worked on the CITI Service Desk contract supporting Creative Information Technology, Inc. CITI and the Department of State. Also supporting all infrastructure technologies for one of our other clients, Abercrombie Associates.
• Supported the VMware ESX environment including activities such as design, maintenance troubleshooting.
• Handled ongoing maintenance e.g., service pack installations, hot fixes, software upgrades, etc. Had a general knowledge of server technologies, remote technologies Terminal Services , and network and enterprise storage technologies.
• Participated in the implementation of agreed upon solutions and strategies.
• Served as a technical contact on projects as assigned.
• Served as an escalation point for technical issues at the team level.
• Troubleshooted technology issues, using various internal and external resources.
• Generated innovative approaches and solutions to recurring tasks or problems.
• Documented technical problems, resolutions, and processes for assigned tasks and projects.
• Participated in post mortem process for problems as appropriate.
• Participated in testing and evaluation of new technologies to ensure compatibility and functionality.
• Followed policies and procedures for change and incident management.
• Stayed current on industry trends and new technologies and recommend future initiatives.

Confidential

Information Technology Director/Network Engineer

Selected Achievements:

Blackberry Enterprise Server Project BES :

Designed and implemented BlackBerry Enterprise Server company wide. Providing service technicians, sales staff, construction managers, and mobile users an integrated and feature full messaging platform.

Accounting Database Upgrade:

• Designed and implemented an upgrade from the current Advantage database to a more user friendly and robust Deltek Vision application.
• Daily Operations:

Network

Analyze, design, test, and evaluate network systems, such as local area networks LAN , wide area networks WAN , Internet, intranet, and other data communications systems. Perform network modeling, analysis, and planning. Research and recommend network and data communications hardware and software. Includes telecommunications specialists who deal with the interfacing of computer and communications equipment.

Staff Management and Training

Guided all aspects of personnel management and leadership of shift operators in areas of interviewing, hiring, training, supervision, delegation, evaluation, and promotion recommendation. Provided continuous hands-on training of operators to promote the development of technical problem anticipation, identification, and troubleshooting skills. Ensured a committed support team through cross training of Computer Operations and Production Control staffs on system upgrades, disaster recovery tests, and data migration projects. Coordinated weekly staff meetings to discuss departmental issues, project initiatives, and action plans.

Data Center Management

Managed Shared Data Center operations with full accountability for the cost-effective, on-time management of server functions with a focus on architectural design data software supporting the engineering industry. Served as primary point of contact on a 24-hour, 7-days-a-week basis, in charge of coordinating critical disaster recovery procedures directly impacting the stability of data center operations. Developed and revised departmental procedure manuals to assist staffs in all aspects of server operations. Implemented Quality Control procedures to ensure full compliance with company policies and procedures. Interfaced extensively with Help Desk teams to provide immediate support on pressing technical issues. Generated weekly statistical and department performance reports for senior management review. Delivered excellence in customer service through situation analysis and timely resolve of escalating problems.

Confidential

Information Technology Director/SMS Administrator

Selected Achievements:

Server Virtualization Project:

• Developed, managed, and implemented a VMware ESX 3.5 environment. During this project I headed up the planning and implementation of what would become mission critical virtualization technology. This new technology allowed for the organization to further reduce their hardware and licensing requirements by as much as 75 , further consolidate their data center footprint by 50 , and gave capacity for as much 100 growth for future needs and projects.
• Designed and implemented SAN environments to ensure high availability and acceptable performance characteristics for VMware Virtual Infrastructure and SAN-backed applications.
• NetApp FAS/V-Series Configuration and Installation
• Hands on experience in iSCSI, NFS, and Fiber Channel protocols, Fiber Channel cabling, switching, and zoning.
• Designed, installed, configured VMware ESX 3.5 , ESXi, and vSphere 4 environments with VirtualCenter management, Consolidated Backup, DRS, HA.
• Build, configured and deployed VMs and templates. Completed Physical-to-Virtual P2V , Virtual-to-Virtual V2V and Virtual-to-Physical V2P migration of Windows NT, 2000 and 2003 servers.
• Analyzed and troubleshoot on an advanced level, performance of SAN backed VMware ESX infrastructure to determine proper allocation of resources to a multi-department user population with widely varying needs.
• Customized layer 2 and layer 3 networking between VMware, networking components and storage for high availability and maximum performance.
• Developed, tested, and maintained a disaster recovery plan for critical VMs and application data.

MS Exchange Upgrade:

Developed and implemented a project to migration the corporate infrastructure from Exchange 2000 to Exchange 2007. This project required the implementation and management of technical, management, and user collaboration groups for the purpose for gather requirements, identifying obstacles, developing project scopes, and testing implementation process. During the project I led a team of internal and external technical resources in the successful implementation of a Microsoft Active Directory and Exchange infrastructure, migration of critical data, and training of users groups, while maintaining the functional integrity of the infrastructure for day to day operations.

Daily Operations:

• Manage servers, including e-mail, print, virtual and backup servers and their associated operating systems and software.
• Develop and manage security solutions, including firewall, anti-virus, and intrusion detection systems.
• Develop, implement, and maintain enforcement of policies, procedures and associated plans for system security administration and user system access based on industry-standard best practices.
• Design and implement disaster recovery plan for operating systems, databases, networks, servers, and software applications.
• Manage all network hardware and equipment, including firewall, routers, switches, and UPSs.
• Ensure network connectivity of all workstations.
• Administer all equipment, hardware and software upgrades.
• Perform network design and capacity planning.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services.
• Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Administer and maintain end user accounts, permissions, and access rights.
• Perform server and security audits.
• Perform system backups and recovery.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Supervise support technicians and provide them with technical guidance and mentoring.
• Manage internal request workflow and respond to incoming requests for technical assistance.
• Managed desktop engineering initiatives and process improvements.
• Isolate and assess the potential causes of technical problems.
• Independently research technical issues utilizing a variety of resources for input.
• Document detailed but concise troubleshooting procedures and technical solutions.
• Provide administrative support for end-user tech support
• Manage internal tech support on-call rotation and participate in off-hours troubleshooting and problem management.
• Install, maintain, and upgrade software and hardware.
• Perform regular network administration and maintenance.
• Create network and systems documentation for all staff.
• Direct and participate in workstation moves, additions, and changes.
• Create proposals to improve systems infrastructure and procedures.
• Plan and organize PC service improvements, disk imaging and delivery, and technical management processes.
• Research developments in personal computing, networking, and related technologies.
• Use knowledge to improve technology infrastructure quality and service, as well as reduce operating costs.
• Participate in planning IT strategy, including infrastructure budgeting.

Confidential

Network Administrator

Servers

Provided systems administration, operational support and problem resolution for Windows Server systems. Build, configure, deploy and maintain the servers within the network. Installation of server related software and operating systems. Adding, upgrading and removal of old equipment, Server, switches, routers, hubs, etc. In-depth troubleshooting on all types of system problems on PCs and servers. Supports and maintain functionality of Active Directory, DNS, DHCP, and WINS. Create and manage users and group accounts.

Software

Coordinated the installation and maintenance of third party vendor software and hardware, maintenance and support, disk space management, backups and file restoration. Provides support for Server side applications like Microsoft Exchange 2003, all Engineering Software Bjac, AutoCad, Chemcad, etc. , Prolog Manager 7 and Prolog Website Administrator, System Center Operations Manager 2007 MOM 2007 . Database Administrator SQL Server 2000 and 2005

Network

Receive, analyze, monitor and repair network problems. Maintaining documentation. Network planning and design which includes WAN/LAN, TCIP administration. Workflow analysis, assessment and creation. Scan network for vulnerabilities using various network management tools. Implements hardware, network devices, application system installations, upgrades, and replacements for entire network. Running cable, testing lines. Switching out older configs to support new users. Build and maintain functionality of our FTP site. Provides hardware and technical support for both the Atrium and Headquarters locations. Perform and maintain functionality of all Backups running at both locations. Implements best practices, policies, and procedures to maintain computer security and reliability. Reviewed new hardware/software/network products for implementation. Provided general technology support as needed. Maintain network connections between both buildings. Performed disaster recovery policies and procedures. Designed a failover network to better prepare us for outages. Contacted contractors for any Cisco support as needed. Worked with USLec and ESI contractors, developers, and engineers to plan, coordinate, and perform implementation, configuration, traffic analysis, and network integration for multiple operating system platforms, routers, firewalls, and network management systems as needed.

Web Designer

Constructed and maintained Delta-T's website by adding new and removing old out-dated web pages.

Other Duties include

Researched new technologies for use within existing infrastructure to improve ability and performance. Created and edited Reports to uses within Prolog Manager 7 and Prolog Website 7.5.

Confidential

Network Operations Analyst

• Maintained communication with customer, hardware/software vendors, and service providers.
• Monitored network management system, intrusion detection system, firewalls, and other security and network management tools, datacenter facility environment systems for issues.
• Provided basic operational support of server environment consisting of Windows NT/2000/2003 to meet business requirements and to ensure compatibility and optimum performance.
• Monitored system performance to assist in trend analysis and proactive engineering.
• Provided 1st/2nd level support in the diagnosis and resolution of failures in server equipment and software.
• Assisted in implementing the disaster recovery and or contingency plans for the networked systems.
• Performed system backups on servers and mainframes.
• Performed daily network monitoring and backup functions.
• Provided documentation, timelines, project plans as requested by customer.
• Involved in 24x7 rotation of data center monitoring and requires response to issues within standard response times. This has required evening and weekend time.
• Responded to monitor alerts or phone requests, documents issue in Helpdesk, and calls and emails appropriate person to escalate for issue resolution.
• Packaged Backup tapes daily for delivery to offsite backup storage facility.
• Performed tape mount requests.
• Monitored security and access to Data Center.
• Assisted and learned from Senior Engineers.