Information Systems Operations Manager & Infrastructure Resume ,Â Chicago, IL - Hire IT People

SUMMARY:

Systems - minded, goal-oriented and results-focused Senior IT Management professional with a fresh and progressive leadership style.
A resourceful, strategic leader who recommends and implements solutions to meet business objectives. Adept at clarifying complex technical concepts for a non-technical audience.
As a cross-functional leader and mentor is respected for being authentic, and as a technology manager is solution-oriented and efficient.
Focused on outstanding, second to none customer experiences and noted as an effective communicator.
Extensive hands-on IT experience developing innovative solutions and best in class customer experience for leading businesses.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Information Systems Operations Manager & Infrastructure

Responsibilities:

Developed the long-term strategy and oversaw the daily management of technology infrastructure, IT operations, Help Desk & user support, and the management of strategic projects. I planned, budgeted, and implemented all activities of IT infrastructure initiatives.
Lowered Opex expenditure by 25%. Reduced IT service outages by 60%. Increased user satisfaction by 78% YoY. Managed 3 teams of 24x7 system engineers with various seniority levels (sys admins to architects) and supported 15 different departments, 5 locations, 2 data centers, and numerous outside clients.
Directed team and developed / implemented significant changes to IT processes which improved customer satisfaction by 78% YoY.
Provided local and remote IT support to a community of over 8,800 users and managed IT systems (including servers, storage, virtualization, OS, and enterprise monitoring) at several locations.
Developed and maintained detailed documentation, including templates, for the technical and non-technical audience (SOPs, flowcharts, architecture/design, policies, etc.).
Being a member of the CIO’s cabinet team I formulated long-term strategy and provided direction and progress report on the goals of IT on a monthly basis.
Developed and executed best practices, Operational Level Agreement, and Service Level Agreements as well as incident management (ITIL based).
Managed a budget of $720K. Designed and managed an agile infrastructure from scratch (servers, storage, virtualization, and OS) for high availability (e.g. SLA of five 9s) and for quick turnaround with new servers deployed in under 30 mins on premise or in the cloud.
Directly responsible for the hiring, managing, and the coaching of technical staff which created an environment of excellence, including making decisions in regards to performance management, promotion, and disciplinary actions.
Managed relationships with outside vendors and suppliers. I also evaluated emerging technologies including the setup of Proof-of-Concept systems (POCs) for strategic projects.

Confidential, Oak Brook, IL

Linux / Unix / IBM iSeries AS/400 System Admin & Support Supervisor

Responsibilities:

Managed the infrastructure systems (UNIX / Linux and iSeries AS/400) in support of strategic projects including the implementation of Oracle Identity Management, Oracle RAC, Banner ERP, and server zoning for high availability and top efficiency. Led a team of 3 engineers.
Provided vendor relationship management in respect to software and hardware. Negotiated and presented ‘proof-of-concept’ strategies to CTO office, championing the case for the adoption and deployment of new critical technologies.
Identified innovative solutions to complex problems ahead of colleagues. Received recognition from senior leadership for significant contributions, innovation, and excellence in customer service.

Confidential, Naperville, IL

Support Team Lead

Responsibilities:

Oversaw the day-to-day IT operations and the implementation of cross-functional projects, including the installation, management, and performance tuning of all customer-facing Linux and UNIX systems, management of SAN storage, and the setup and customization of various IT monitoring systems. Led and trained a team of 4 support engineers.
Total IT support delivered outstanding revenue that saw our department headcount grow by 2 IT engineers.
Transitioned the entire department as last engineer standing from Naperville to Buenos Aires.

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Information Systems Operations Manager & Infrastructure Resume

Chicago, IL

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