Manager, It Operations Resume
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Rockville, MD
SUMMARY:
- Information Technology Executive • Operations Management • Technical Leadership
- Comprehensive, over 15 years of management experience in Global Information Technology Leadership, Organizational Transformation, P&L Management, Strategic Planning, IT Infrastructure, Telecommunications, IT Operations, and IT Systems Design/Development.
EXPERTISE AREA:
- Strategic Leadership
- Data Center Operations
- Service Desk Management
- Software Development
- Enterprise Change Management
- Mergers & Acquisitions
- IT Service Management
- Project Management
- Disaster Recovery
- Business Continuity Planning
- Problem Management
- Incident Management
- Call Center Technologies
- Leadership Development
- Network Management
- Event Management
- Project Management
- NOC Management
TECHNICAL SKILLS:
- Cisco Networking
- Active Directory
- MS - Exchange
- EMC Storage
- Track-It
- MS-SharePoint
- Avaya Telecom
- Crestron
- Mitel Call Recording
- CRM
- Windows 10/7/XP
- Cisco Telepresence
- ServiceNow
- Symantec
- WDS
- CMS Supervisor
- Tangoe Mobile
- Airwatch MDM
- Citrix VDI
- Xen Virtual Desktop
- EMC
- VMware
- O365
- Crystal Reports
- Salesforce vSphere
- Apple/MAC
- Hyper-V
- Veeam
- PCI Compliance
- Veritas
- FrontRange
PROFESSIONAL EXPERIENCE:
Confidential, Rockville, MD
Manager, IT Operations
Responsibilities:
- Strategic designer of global Mobility consolidation, combining three major IT business units into a new enterprise mobility delivery solution. Process included full transparency, team involvement, and 26 business unit alignments.
- Supported organizations first Enterprise Service Desk, consolidating operations reducing operating costs by $2 million. Aided KCS Knowledge methodology documenting over 2000 processes, ServiceNow implementation, and created Service Level Agreements resulting in 70% First Contact Rate, 92% Service Level, and 95% Customer Satisfaction (CSAT) for over 500,000 customer touchpoints a year
- Led Enterprise IT Deskside Service consolidating global business units, while reducing operating expenses by $700k in first year. Delivered 98% service level adherence, and 92% customer satisfaction
- Supported infrastructure through unprecedented growth; 200% increase in Citrix Virtual Desktop usage, 75% increase in telephony circuit capacity, and 100% increased capacity for network/Internet connectivity
- Revamped global RSA administration, developing processes resulting in elimination of a 30 - day backlog - achieved 60% same day resolution
Confidential
Technology Support Manager
Responsibilities:
- Using ITIL principles, restructured Service Desk into a Service Management (ITSM) model designing Incident, Service Request, Change Management, and Problem Management processes and reporting - resulting in 98% Customer Satisfaction
- Oversaw Window 7 migrations for national and international locations supporting over 10,000 clients with nightly migrations and hardware replacements, data transfers, reporting, quality assurance, storage, and correspondence management
- Developed and implementing teleworker troubleshooting procedures, personnel schedules, customer escalations, quality assurance monitoring, and coordinating with lead system analysts to address teleworker issues - processes used as template for other service launches
Confidential, Washington, DC
Network Systems Manager
Responsibilities:
- Instituted infrastructure stabilization plan that included VMware vSphere server virtualization, Cisco Network redundancy improvements, generator/UPS improvements, fiber core enhancements, Windows Server stack upgrades, adding EMC storage capacity, and significant security improvements - 30% Incident reduction
- Integrated Alion’s largest acquisition, completing over 750 associate relocations, application delivery alignment, numerous infrastructure upgrades and migrations, Mitel telecom transition to include disaster recovery improvements, Active Directory consolidation, and Exchange domain migrations - executed with zero business impact
- Established telephony redesign with Mitel High Availability (HA) platform, Ops Manager with Crystal reporting, and Mitel call recording - improved telephony uptime to 99.99% - creating new business offering with significant ROI
- Developed internal application and processes to support conference center events - reducing unnecessary Incidents by 60% and $300k annual operating cost savings
Confidential
Network Systems Manager
Responsibilities:
- Built and designed procedures to support network surveillance, Problem Management analytics, and Event Management resulting in 99.98% reliability - highest in company