SUMMARY:

Dynamic, technically sophisticated IT Manager with comprehensive expertise in service desk, operations support, business continuity and customer relations. Talent for integrating and revitalizing programs related to end - user support, training and development, infrastructure support, service delivery and project management. Proven leader equipped with advanced communication, interpersonal and management abilities.

HIGHLIGHTS OF EXPERTISE:

• Continuous Improvement
• Network Infrastructure
• System Migrations and Conversions
• Configuration & Change Management
• Full Life Cycle Project Management
• Asset Management
• SLA’s, CSF’s, KPI’s and reporting
• Business Analysis
• Cross-Functional Staff Training
• Disaster Recovery/Risk Mitigation
• Information Security - Audit & compliance
• User Acceptance Testing/Qualification
• IT Documentation
• IT instructor

PROFESSIONAL EXPERIENCE:

Confidential

INFORMATION TECHNOLOGY CONSULTANT

Responsibilities:

• Supported project for the physical relocation of all IT infrastructure, servers, computers, printers and other IT equipment and devices to a new building for the Department of Insurance Securities and Banking (DISB). Project involved continuous coordination with Chief Technology Officer, department/division managers, ISP, technical team and other personnel as necessary.
• On-going management, administrative oversight and technical support for current projects, tasks and initiatives.
• Manage assigned IT projects from inception through completion and closeout.
• Author and compose policies, protocols and instructional literature to revamp work flow.
• Lead workshops and meetings to endorse successful information gathering exercises and to further identify and clarify business issues, needs and operational requirements.
• Ensure provision of superior customer service to enhance client satisfaction.
• Ensure effective monitoring and support for post implementations, migrations, upgrades and enhancements; provide adequate training and documentation for proper hand off.
• Provide administrative oversight and support for technology implementations, upgrades, migrations, enhancements and daily operations.
• Business development - promote company capabilities and services and foster awareness.

Confidential, North Carolina

INFORMATION SYSTEMS SUPERVISOR

Responsibilities:

• Governed all aspects of incident management and customer escalation lifecycles, instituting strategies, and utilizing Confidential Help Desk System for improved first call resolution, customer satisfaction and root cause analyses. Pioneered tactics to prevent and mitigate future recurrence.
• Researched, recommended, purchased, initiated and deployed a new Help Desk system ( Confidential ) designed to efficiently track, log and fulfill support requests, track and monitor tasks and projects which increased first call resolution from 40% to above 80%
• Ensured business continuity and system availability by directing migration of 20+ physical servers and their applications to a virtual environment on a Confidential 6.0 platform with 2 hosts providing Fail Over ( Confidential ) and High Availability ( Confidential ) with scheduled automatic backup using VEEAM, a backup and restore utility, while maximizing utilization and density of our most cost effective environment.
• Provided a high-performance computing environment for the Development Engineering department, completed the implementation of a SolidWorks (3D CAD rendering capable) Virtual Desktop Infrastructure (VDI) environment supporting 10 clients resulting in cost savings of 15K - 20K+ per year
• Managed project to deploy 3 new Palo Alto Firewalls at two company locations to replace End of Life (EOL) Juniper firewalls as a proactive measure and preventive maintenance effort; worked with the parent company in Japan on configuration requirements for seamless integration and transition of access controls.
• Analyzed, identified the need, and recommended to expand the wireless infrastructure; coordinated the installation of additional access points and an additional circuit for increased bandwidth eliminating network disconnects and increased productivity.
• Collaborated with internal and external (Parent company in Japan) IT resources for requirements, test and implementation of companywide SAP client upgrade; to optimize performance, simultaneously led the expansion of SAP devices consisting of research, test, purchase, configuration and implementation of 15+ Symbol mobile computers/hand held scanners and additional Zebra Label Printers with wireless capability to provide failover for network connectivity.
• Defined, authored and documented policies, procedures, best practices and guidelines based on the COBIT 5 framework for service delivery and operations; audited policies and procedures and updated/modified to meet requirements and changes; ensured compliance with service delivery policies and procedures to align services with business needs.
• Measured, monitored, captured and reported on performance based on Service Level Agreements (SLA), Critical Success Factors (CSF) and Key Performance Indicators (KPI).
• Facilitated all User Acceptance Testing (UAT) initiatives, as well as evaluation, qualification and implementation of various products and services.
• Provided Information Technology training.

Confidential

Information Technology Consultant

Responsibilities:

• Provided network, hardware and software support for a Confidential ’s office.
• Provided network, hardware and software support for a Confidential dry cleaning facility
• Provided network, hardware and software support for an insurance office
• Provided network, hardware and software support for Auto service centers at 2 locations; setup and configured incremental and full back up of required data to an internal and external storage.
• Network cabling: Installed 10 Cat 5 LAN connections at a client office.
• Supported the configuration and setup of 1 physical server and 2 virtual servers for a client.
• Managed projects and provided IT support and services for other local clients.
• Authored and created user instructional and training materials.

Confidential

IT SUPPORT CENTER MANAGER

Responsibilities:

• Administrated all aspects of incident management and customer escalation lifecycles, instituting strategies that improved first call resolution, customer satisfaction and root cause analyses. Pioneered tactics to prevent and mitigate future recurrence.
• Championed continuous improvement through consistent implementation monitoring.
• Defined and documented best practices and guidelines for service delivery; ensured compliance with service delivery policies and procedures to align services with business needs.
• Integrated ITSM methodologies with ITIL framework to improve IT services and support.
• Facilitated all User Acceptance Testing (UAT) initiatives, as well as evaluation, qualification and implementation of various products and services.
• Assessed functionality and administered change through comprehensive statistical and reporting methodologies and resolution paths.
• Measured, monitored, captured and reported on performance based on Service Level Agreements (SLA), Critical Success Factors (CSF) and Key Performance Indicators (KPI).
• Trained project and support teams to perform above expectations, employed consistent performance evaluations and mentoring to sharpen abilities.
• Supported Project Management Team(s), providing administrative oversight of cross-functional personnel, leading a wide array of projects ranging in scope and complexity.
• Information Technology training: Conducted training sessions for users on applications and ticketing system; user awareness sessions on support services, request and delivery, and upcoming technologies; general Q & A sessions.

Confidential

SENIOR INFORMATION TECHNOLOGY CONSULTANT

Responsibilities:

• Managed project and provided technical support for the implementation of SharePoint and Office 365, migration of documents from physical file servers and local computers into SharePoint, implementation of a Confidential Virtual environment, and the conversion/migration of physical servers to virtual servers.
• Managed project and provided technical support to upgrade the dental software application (Dentrix) and migrate databases for 2 dental practice offices. This required continuous coordination with vendor technical support. Wrote instructional documents on using the new software.
• Managed project and provided technical support for the physical relocation of all IT infrastructure, servers, computers, printers and other IT equipment and devices for a dental practice office, and the Confidential to new locations.
• Managed assigned IT projects from inception through completion and closeout.
• Authored and composed policies, protocols and instructional literature to revamp work flow.
• Led workshops and meetings to endorse successful information gathering exercises and to further identify and clarify business issues, needs and operational requirements.
• Ensured provision of superior customer service to enhance client satisfaction.
• Ensured effective monitoring and support for post implementations, migrations, upgrades and enhancements; provide adequate training and documentation for proper hand off. Wrote user instructional documents.
• Provided administrative oversight and technical support for all technology implementations, upgrades, migrations and enhancements.
• Business development - promoted company capabilities and services and foster awareness.

Confidential

INFORMATION TECHNOLOGY OPERATIONS MANAGER

Responsibilities:

• Designed, authored and implemented IT Service Catalog, policies, procedures, SLA’s, OLA’s, user and technical instructional documents to bolster knowledge base of technical issues and resolution practices.
• Implemented ITIL framework, developed plans, processes, services and strategies based on ITSM methodologies and best practices to effectively manage IT services and support
• Augmented business practices through the introduction of Six Sigma business process improvements.
• Measured, monitored, captured and reported on performance based on Service Level Agreements (SLA), Critical Success Factors (CSF) and Key Performance Indicators (KPI).
• Served as a member of the Confidential, and the System and Information Security Team. Supported change management initiatives, producing innovative initiatives to reduce risk and reinforce impact analysis.
• Proactively fortified Certification and Accreditation activities and requirements to align with occupational and regulatory guidelines.
• Contributed to System Security Plan (SSP), Business Continuity Plan (BCP), and Business Impact Analysis (BIA); orchestrated periodic testing for system compliance.
• Planned, executed and managed two Windows 7 migration projects for a 400+ and 900+ user community agencies; coordinated end-user training on new and existing systems.
• Surveyed and moderated the implementation of the Information and Asset System (IAS) database to promote accuracy of 5000+ IT assets inventory.
• Managed the Windows 7 migration project(s) for 3 agencies
• Supported in managing the physical relocation of all Information Technology infrastructure and services for a Confidential agency from Silver Spring, MD to Greenbelt, MD
• Spearheaded and synchronized efforts of multiple initiatives and teams to streamline project completion and integration.
• Crafted long term strategies for growth and retention, as well as career development plans by providing staff with additional training and resources.
• Introduced cross-training for technical and support teams to optimize skill sets.
• Catalyzed productivity by defining clear expectations and proactively communicating status, issues, concerns and risks.
• Served as a Deputy Project Manager; facilitated various projects and initiatives to achieve and exceed organizational goals and objectives.
• Provided Information Technology training.