SUMMARY:

• IT Manager with 10+ years experience specializing in customer support, project management, and public outreach. Professional, creative , flexible with proven analytical skills.

TECHNICAL SKILLS:

Network architecture, QoS, IP networking, LAN Switching, VoIP, VMware ESXi, and Windows Operation Systems

Security perimeter projects such as Payment Card Industry Data Security Standards (PCI DSS).

Help Desk Technologies, BMC Remedy, HP Service Manager

CA Clarity, Microsoft Project

Norton and McAfee Securities suite, Check Point, Black Ice, VPN services

Microsoft Office Suite, Outlook/Exchange Client

MS Exchange and Active Directory

Citrix, and SAN Technologies

Dell, IBM, Gateway, HP Platforms

Cisco VoIP Call Manager, Unified Messaging systems, Video Telecommunication equipment. Knowledge of the following: H.323, SIP, MPLS, QOS on Cisco routers, and IOS gateways. Cisco VPN remote access applications

PROFESSIONAL EXPERIENCE:

Confidential, Qiotek

IT Project Manager Datacenter

• Managed complex projects and cross - functional teams to implement various datacenter infrastructures upgrades to include VMware ESXi systems, Oracle, Golden Gate.
• Coordinated with systems partners to finalize designs and confirm requirements while focusing on achievement milestones and outstanding customer service delivery.
• Partnered with business owners to deliver the required components for Integrated IT projects.
• Promote teamwork, communication, and negotiating while managing to the budget, scope, and schedule of the project.
• Project managed application platform foundation to support migration from client-server product lines to enterprise architectures and services.
• Built strong client relationships with vendors and strategic partners with project budgets of $2 to $5 million.
• Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

Confidential, San Jose, California

Senior VOIP Implementation Lead (contractor)

• Contracted as a VoIP Infrastructure and systems lead to install, configure and support voice and data convergence solutions for national banking and technology manufacturing firms. Traveled nationally to manage, implement, train and support VoIP and client base teams to assure project completion and customer satisfaction. Completed site VoIP installation projects on time and within budget.
• Substantially reduced call failures, overhead and operation cost by decommissioning legacy Nortel PBX and installing Cisco Call Manager and Voice Gateways while continuing to maintain the customer base.
• Improved data network speed, security and reliability via Cisco network appliance upgrade.
• Improved wireless connectivity hot spots by planning, installing and testing Cisco Wi-Fi access technology.
• Developed and trained clients on Cisco Unified Messaging system and Microsoft Outlook interoperability services.
• Lead VoIP implementation strategy meetings involving standardization of best support practices, troubleshooting methodologies, and site project oversight.
• Collaborated with third-party vendors and led network infrastructure teams in providing post network installation support. Maximize user functionality through training and support programs.

Confidential, California

Community Outreach Program Director

• Awarded Mayoral Achievements
• Directed and coordinated community-based disaster preparedness programs that educate families and small businesses.
• Led annual citywide disaster drills community events in partnership with Milpitas Unified school district, local small businesses, and government agencies; providing awareness programs to students, families and businesses.
• Emergency Preparedness Commissioner Chair - City of Milpitas
• Community Service Spokesmen - County of Santa Clara
• Community Coordinator and Communications Leader - City of Milpitas
• Citywide Disaster Preparedness Drill Program Leader
• Red Cross Disaster Shelter Management Training - City of Milpitas
• Certified (CERT) Citizens Emergency Response Technician - FEMA

Confidential, California

IT Service Delivery Lead

• Managed and realigned technical support group to provide first-class customer support.
• Substantially reduced overhead and operating cost through vendor contract negotiations, platform and support model standardizations, and IT expenditure accountability. Additional overhead cost reduced by 50% via contract renegotiation.
• Improved corporate communications and IT support efficiency by developing customer centric software training programs for engineering, developers, operations and executive staff. This program resulted in a 5 to 10% decrease in helpdesk calls.
• Provided timely responses to complex requests, resulting in increased customer satisfaction.
• Developed desktop platform and support standards with Dell Computer resulting in noticeable increased in user performance and lower cost of ownership.
• Designed and implemented performance processes and procedures that streamlined the support model and reduce departmental cost.
• Supervised and developed support staff and partnerships with vendors and IT Operations.
• Managed IT support budget, created vendor relations that assured business continuity, software compliance, and licensing agreements.
• Installed and configured Microsoft SharePoint server and application development.

Confidential San Jose, California

IT Project Network Engineer

• Managed complex networking infrastructure and desktop integration projects from inception to support
• Led Cisco VoIP project implementing unified messaging system for three hundred users; managed vendor requirements, lead configuration and status meetings with executive staff.
• Designed and installed robust Cisco Unified Communication network infrastructure including Voip switches, cabling and redundant power requirements.
• Designed and installed (PoE) Power over Ethernet network infrastructure from datacenter to the desktop.
• Successfully managed resources, budgets, and project timelines while supporting programs with minimal impact to day-to-day operations.
• Configured user platform with layer 2/3 switching, VLAN networking, and IP stack. configurations. Developed application-training programs with measurable feedback resulting end-user confidence and increased productivity.
• Installed, configured and supported Cisco VoIP, Cisco Call Manager (CCM), Cisco Voice Gateway, and Cisco Unity configuration and administration.
• Lead desktop-laptop refresh projects and teleconferencing strategies
• Lead data center redundant power and high availability project. This project discovery resulted in increasing datacenter systems resiliency and reliability.

Confidential

IT Call Center Manager

• Managed IT call center supporting six hundred employees and volunteers
• Successfully transformed corporate image of the support desk and increased client confidence by retraining call handlers on best in class support models and operating procedures, including designing incident escalation procedures.
• Improved employee orientation processes by developing help desk services and procedure manuals in collaboration with Human Resources department.
• Increased first call resolution rate by 41% by implementing weekly status meetings, metrics reporting, customer surveys and goal settings strategies.
• Provided overall management of fifteen personnel with responsibility for hiring, budgeting, scheduling work assignments, performance review and technical components associated with IT Helpdesk operations. Developed and maintained technology policies, standards and procedure manuals. Established alliances with executive staff to make certain the Support center is achieving desired objectives.
• Managed Lotus Notes incident and knowledge databases, resolving approximately 1500 trouble tickets per month. Provided statistical data and report matrixes that measure call volume, service requests, and closure rates. Utilized dash boards, performance matrixes and customer surveys.
• Developed service level agreements and operating level agreements that outlined user applications and technical visibility.