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It Operations Manager Resume

NY

SUMMARY:

Experienced information technology leader with sound supervisory and managerial talent within leading companies. Known for strong team - building, coaching and development acumen, directing staff in dynamic, fast-paced organizations. Disciplined project manager with exemplary planning, budgeting and consensus-building skills, possessing track record for seamlessly executed upgrades, installations and transitions. Demonstrate cross-functional collaboration with staff at all levels, from Level 1 support to senior management. Understand vendor management and sourcing, driven to realize efficiencies and achieve cost savings while ensuring streamlined operations, positive customer service and data security. Well versed in IT Services Operation and IT ServiceDesk Manager.

STRENGTHS AND EXPERTISE:

  • Project Management
  • Needs Assessments
  • Analysis & Strategic Planning
  • Process Implementation
  • Cross-Functional Skills
  • Vendor Leadership
  • Customer Service
  • Training & Coaching
  • Team-Building & Management

TECHNICAL SKILLS:

ConnectWise, Avast, Remote Management Tools, Oracle RDBMS 7.x to 12c (UNIX & Windows)Oracle Applications 10.6 to 11i, Perl, C, C++, HTML

JavaScript, UNIX shell, SQL*Plus, Oracle OEM, TOAD, PL/SQL, Microsoft Office/365 Microsoft Project

TCP/IP, Oracle Application Server, Apache Web Server, PL/1, Oracle Process Manufacturing (OPM), Composer, Dreamweaver Tarantella, MVS, Vantive Call System

Microsoft Exchange Server, Microsoft Active Directory, Progress RDBMS Administration

SQL Server, IFS Apps7.x, JDEdwards OneWorld, Enterprise, VMWare to 6+

HARDWARE AND OPERATING SYSTEMS

UNIX - HP-UX, IBM-AIX, Sun/Solaris 5.6, Linux RH 7.3, Fedora 5.x /14.xDell Servers (2950,R5/710) Dell MD3000, MD3200i Storage, HP Servers, VMware ESXi 4.x & 5.xPC - Win 10, 8, 7, XP, Win2k server, 03/08/12/16 Server, NT 4.0, MS-WINDOWS (3.1-98)IBM System X Servers, Mac Book, iPad, iPhone

NAS Storage Devices, IBM SAN (fiber channel, iScsi), Dell SAN hardware, Cisco, Netgear, Fortinet.

PROFESSIONAL EXPERIENCE:

Confidential, NY

IT Operations Manager

Responsibilities:

  • VMware administration and performance issues.
  • Server administration including AD user issues.
  • Project management of internal projects for clients.
  • Short and long range planning of various IT based projects.
  • Vendor contract reviews and renewals.

Confidential, Poughkeepsie, NY

IT Operations Manager

Responsibilities:

  • Created and scheduled project tasks for 5 techs on a weekly basis.
  • Weekly scheduling for Incident tickets, customer projects and resource management for emergencies.
  • Enforced and created policies and procedures for efficient use of techs time for client calls.
  • Customer escalations and incident management with customers involved in high priority issues.
  • Successfully executed a Win7 to Win10 Desktop migration for multiple clients on time and under budget.
  • Contributed to client satisfaction by upholding commitments and cost cutting measures for software and hardware upgrades.
  • Use of ConnectWise for Ticket tracking, Project management (time/tasks) and Customer information.

Confidential, Accord, NY

Director, IT Technical Services

Responsibilities:

  • Oversee internal and external Technical Support activities, managing infrastructure and customer support team.
  • Coordinate schedules to maximize service, minimize downtime and delays, and ensure optimal coverage.
  • Collaborate with Software Development and Engineering departments, conducting project-level needs assessments and formulating cost quotes based on customer specifications.
  • Coordinated technical resources for support of internal and external clients, providing resources and coverage as needed.
  • Develop performance reports and related documents, monitoring performance metrics (KPI’s) and adherence to Service Level Agreements. Implement new methodologies, enhancing efficiency, effectiveness and resources.
  • Recently had been assigned as Software Development Manager, in charge of 6 software developers, 4 in house and 2 remote.
  • Initiated IT support structure, delivering uninterrupted IT services to optimize customer experience.
  • Implement new methodologies, enhancing efficiency, effectiveness and resources thru the use of software tools and Ticketing system.
  • Coordinate schedules to maximize service, minimize downtime and delays, and ensure optimal coverage.
  • Investigated and executed multiple improvements, increasing bandwidth, streamlining software development infrastructure, introducing operational efficiencies and expediting project roll-outs.
  • Authored project plans for bridge systems upgrade, featuring new networking installations and broadband access.
  • Worked with peers for SAS 70 audit compliant to meet and exceed client requirements.
  • Managed Change Management requests when required with customers for their internal procedures.
  • First Point of Contact for Issue Resolution.
  • Worked with directly with customers to create cost quotes based on customer specifications in cooperation with Engineering and Software Development depts. To enhance system functionality at reduced costs.
  • Primary System DBA functions including development and remote client support (including RMAN, Dataguard and DBVisit).
  • Collaborate with General Manager on budgets, sales, client interaction and personnel issues.
  • Recently promoted to Software Development Manager.
  • Maintain open communications with Owners and General Manager.
  • Work closely with General Manager on Business Development tasks and Financial responsibilities.

Confidential, Corning, NY

Senior Technical Services Consultant

Responsibilities:

  • Performed software installations, supported Oracle database systems, configured applications and extended system/network support (of IFS ERP software with Oracle databases on Windows and Linux servers).
  • Coordinated upgrades and patches with Technical Services team, while consulting and training other departments.
  • Maintained robust client portfolio, balancing schedules and support issues.
  • Trained client System Administration staff on IFS administration and database operations.
  • Installed VMWare, reducing server hardware costs for ERP applications projects.
  • Supported IFS Training staff on site at client locations.

Confidential, Accord, NY

Systems Support Manager

Responsibilities:

  • Directed daily operations and customer support for development and network systems.
  • Supported Oracle database systems, coordinating setup and administration of development and customer servers.
  • Executed database, hardware and software upgrades.
  • Maintained 14 in-house customer database systems.
  • Conducted performance tuning, managed server builds and contributed project analysis, while providing internal and external customer support.
  • Drove continuous improvement through customer support and testing procedures.
  • Managed Customer Support staff and directed daily operations of development (AIX, NT and Linux) and network systems.
  • Supported Progress database systems and 4GL language. Set up and administered development and customer servers, overseeing upgrades.
  • Performed hardware and software evaluations, recommending solutions to enhance security and performance.
  • Installed and delivered beta software for demos and trade shows.
  • Implemented Cisco routers, using VPN.
  • Documented backup and recovery procedures for special teams, writing server and Oracle database procedures for field installs and maintenance.
  • Initiated robust security features, including VPNs, tunnels and secure ID/password features.
  • Migrated customers to Linux-based platform, mitigating hardware and software costs.

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