SUMMARY:

• Establishes, leads, and supports technical organizations responsible for developing and delivering IT management services.
• Develops technology policies, best practices and methodologies to align with corporate and stakeholder needs and maximize overall business and system performance.
• Professional strengths include strong experience in project management, team leadership, change management, risk management, standards development, and directing technology implementation and support efforts.
• Led all operational and technical efforts to transition a large - scale enterprise support model from a US-based support model to a global support model.
• Managed the planning and implementation of disaster recovery solutions for enterprise-level customers, ensuring business and system continuity across all customer accounts.
• Directed a cross-functional global team of engineers responsible for delivering IT solutions throughout multiple industries, leading the development and support of highly customized systems.

TECHNICAL SKILLS:

Windows Server (2012/2008/2003/2000 ), VMware ESXi 6/5, Commvault, Veritas NetBackup, EMC Avamar, Server Hardware (IBM, HP, Dell x86), Disk & Tape Storage ( Confidential DS8870), Brocade SAN, CIsoc Switches, Backup & Recovery Solutions

PROFESSIONAL EXPERIENCE:

Confidential

Technical Service Delivery Manager

Responsibilities:

• Manage cross-functional teams supporting customer disaster recovery tests and disaster events on Windows, Unix, Mainframe, Network, and Backup platforms; ensure that service delivery efforts meet corporate quality and productivity targets.
• Lead engineering teams responsible for the optimization and delivery of disaster recovery processes for Fortune 500 clients across multiple industries, while also providing hands-on support to Windows, Storage and Backup solutions when required .
• Collaborate with customer service and sales teams to provide technical and operational expertise in all aspects of availability services in alignment with customer requirements.
• Lead continuous improvement projects designed to reduce defects and improve customer experiences and also enhance the company service delivery model.
• Prioritize and delegate workload to ensure proper coverage of disaster recovery tests and disaster events.
• Develop and deliver training plans for new and existing engineers to educate teams on how to manage customers’ technology needs.

Confidential

Technical Service Delivery Platform Lead

Responsibilities:

• Managed day-to-day efforts of the global Wintel engineering team; scheduled shifts to provide 24x7 coverage of customer events, ensuring that customer environments were configured to meet all technical and contractual requirements, serving as single point-of-contact for all customer service issues.
• Delivered engineering support to local and global engineering teams, assisting in the configuration and implementation of Commvault, Netbackup, Windows, and VMware solutions, including develop recovery procedures as needed.
• Worked on the global transformation team to transition the Recovery Services business from a US-based model to a global model.
• Traveled to Pune India to oversee training and daily operations of offshore teams.

Confidential

Technical Service Delivery Engineer

Responsibilities:

• Implemented and supported Intel-based disaster recovery tests, configured and administered Dell and HP server hardware, SAN and LAN connectivity, configuration, while also supporting Windows and ESX server operating systems.

Confidential

Technical Service Delivery Engineer

Responsibilities:

• Developed and delivered the storage area networking portion of disaster recovery tests; configured IBM, EMC and Hitachi disk storage, Confidential and STK tape libraries, and zoning host systems to storage devices.
• Interfaced with new and existing customers prior to scheduled events to ensure that SungardAS solutions aligned with technical and contractual requirements.
• Conducted disaster recovery tests for managed recovery program customers; setup servers, restored databases and systems files, and configured recovery procedures.

Confidential

Senior Systems Engineer

Responsibilities:

• Supported all aspects of hardware, software, and network implementation, administration, and support; ensured the availability, operability, and stability of all technology assets.
• Configured and administered Windows and VMware servers, SAN/LAN architectures, an Active Directory environment, and Exchange platforms.
• Implemented and administered systems according to business requirements and industry best practices to ensure the stable, secure operation of enterprise networks.
• Interfaced with management and users as top-level escalation point for technology support incidents.
• Delivered computer support services to achieve all Service Level Agreements (SLAs) through the effective management and closure of support requests.
• Researched and recommended new technologies to achieve improved operational performance while controlling and reducing the costs of technology operations across the enterprise.

Confidential

IT Specialist - Intel / SAN

Responsibilities:

• Implemented and supported Intel-based disaster recovery tests for commercial customers in the financial, entertainment, government and manufacturing sectors; achieved a 95% customer satisfaction rate.
• Implemented storage area networking portions of disaster recovery tests across multiple platforms.
• Performed customer data recoveries in diverse hardware platforms, including physical and virtual environments.
• Conducted maintenance, upgrades and repairs of Business Continuity and Recovery Services (BCRS) equipment to ensure availability of systems.