SUMMARY:

• Global expertise in the outsourcing of IT infrastructure. Broad experience and hands - on skills in the successful implementation and operation of highly effective IT Infrastructure operations.
• Confidential also brings a deep technical understanding of IT Infrastructure technology including but not limited to Data Centres,IT Security, Servers and network architecture.
• In addition Confidential .
• Confidential brings a pragmatic and proven approach to IT Service Ma nagement wh ich include; vendor and client management, Help Desk/Service Desk, Incident, Service Asset and Configuration, Release, Capacity, Availability, Problem and Change Management, Service Level Agreements and Contract Management.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Security Operations Manager

• Accountable for tthe operations of all Enterprise Secuirty Tools deployed by the TD
• Responsible for the Active Directory and Enterprise Directory infrastructure delpyed across the Bank.
• Provided leadership to a team of 19 IT professionals responsible fro the daya to day support of these tools
• Managed the testing and and deployment of s new security tools in On- Prem Platforms and Public Cloud platorms
• Managed and Monitored TD’s anti malware/antivirus solution suporting over 8000 servers and 100000 endpoints worldwide.
• Maintained the TD’S DLP Infrastructure that monitored Data at rest data stored and Data in motion
• Supported the Banks Crypto hardware deployed in their Datacentres
• Oversaw the application suite used to monitor Server and Datbase Vulnerablity as well as access to these platforms
• Maintained the Cyberak solution utilised to manage priviliged access to the Banks enterprise systems
• Responsible for solution used to encrypt all confidential maoils between the Banlk and their clients
• Provided regular operational reporting to senior execuities
• P oint of escalation during high and Critical incidents and provided executive communications until incident resolution

Confidential

Director

• Accountable for all Tier 1 Infrastructure Operations for one of Confidential ’s major accounts servicing the Telecommunications sector including Server Support of over 3000 Servers, Exchange and Mobile Messaging, Service Desk and Security
• Accountable for the Tier 1 contractual SLA’S in place covering Infraatructure Incident Response and resolution, Service Desk SLA’s covering ASA,Abanoned rate and Average handling Time whilst managed over 40000 helpdesk calls a month
• Managed directly a team of 26 resources with a dotted line to 70 offshore support personnel
• Responsible for managing and approving all Tier 1 Monthly charges to the client. .
• P oint of escalation during high and Critical incidents and provided executive communications until incident resolution
• Liaised with Client Directors and VP’s during weekly operational meetings and Monthly reviews to discuss and plan area’s for continuous improvement for processes as well as Technology Roadmaps
• Regular contact with top executives (CxO level) and top management of clients and strategic partners. Negotiate/finalize resolutions to extremely complex problems. Regular contact with functional executives and top decision makers. Provide consultation for and resolution to highly complex matters. (Critical Thinking, Problem Solving)
• Engaged with key Vendors to ensure that our client is kept informed of any technology innovations
• Client engagement Manager for all Tier 1 Infrastructure projects

Confidential

Senior Manager

• Accountable for leading, managing and mentoring the SMG (Service Integration) delivery teams (People Management, Performance Management, Skills Development)
• Accountable for Incident Management, Reactive and Proactive Problem Management, Change Management, Service Asset and Configuration Management processes, Continual Service Improvement, BMC ITSM Enterprise Tool and operational reporting for Canada (Process Development, Governance, Execution and Management)
• Responsible for identifying cross tower performance related issues by using data driven key performance metrics, communicating findings and providing recommendations to Tower Management holding them accountable for results. (Service Level and Service Reporting Management, Monitoring and Control)
• Working closely with the Service Delivery Managers for each account to support improvement plans and any other performance improvement initiatives; continual process improvement being a vital focus. (Critical Thinking, Strategic Planning)
• Responsible for the financial performance of the team and working directly with the SDMs and Finance Controller to communicate trends that impact the P&L for each account. (Budget and Financial Management)

Confidential

Service Delivery Manager

• Managed an Automated call distribution system that supported a call centre that handled 25000 calls a day from 15 different countries in 11 different languages;
• Recruited and mentored a team of 16 IT professionals which provided support across Telecoms, Service Desk, Windows, Linux and desktop engineering to a 2000 user population;
• Cultivated strong relationships with the client’s senior leadership team by providing weekly performance and project status reports;
• Controlled multiple vendors that supplied service to Xerox on behalf of Confidential and constantly reviewed and negotiated costs downwards;
• Conducted performance reviews for staff and implemented development plans that challenged them to grow individually as well as to the benefit of HP;
• Monitored and reported on globally agreed service levels to ensure adherence to the client contract;
• Submitted monthly P&L statements and forecasts to Corporate Finance Documented and tracked all IT processes to ensure they were up to date;
• Conducted yearly disaster recover drills for the client;
• Project managed all new IT implementations into operational go live;
• Provided Conflict resolution;
• Maintained and managed Xerox’s business critical systems.

Confidential

Programme Manager Network Operations

• Designed, implemented and tested Intranet software;
• Trained the employees; Wrote a system restoration manual;
• Installed network appliances such a printer or router;
• Consolidated the support of Network device monitoring from a dedicated account solution to a leveraged model
• Completed project and RAG reviews for senior executives in EDS
• Negotiated and signed off with each individual account the new operational charges
• Coordinated with virtual resource team on scheduling and status updates