PROFESSIONAL SUMMARY:

• Corporate leader and highly technical consultant with a successful record in project management, service delivery, IT transformation and automation.
• A reputation for on - time, high quality delivery - directing initiatives from design to implementation phases.
• ITIL v3 Foundation certified and experienced in establishing best practices
• Delivering large scale projects that align with business goals and strategies for the Utilities and Oil & Gas industries
• Program leadership, involved in design and implementation for data centers with HA (High Availability) and Business Continuity
• Assisting clients with designing and establishing their IT Road Map
• Business client liaison and single point of contact for escalations and remediation
• Enabling business change, leveraging proven technologies and solutions
• Fulfilling the client’s business goals by introducing proven technologies and solutions
• Building strong client relationships thru solid delivery and customer satisfaction
• IT integration by co-sourcing with multiple vendors to deliver an end to end solution
• Designing service desk operations and incident management to provide an excellent customer experience
• Excellent leadership of globally diverse team while creating a “One Team” culture across geographical locations
• Communication of appropriate metrics that allow for continuous improvement initiatives
• Developing the technical skills of IT resources via mentoring, performance review and advance training

WORK EXPERIENCE:

Entergy Client Engagement Manager

Confidential

Responsibilities:

• Technical portfolio manager of all new project builds averaging 2 million dollars a month
• Increasing EN business by working with business units and the account management team to allow them to align with the client’s goals
• Managing a staff of 75+ high level complex technical project resource team responsible for new infrastructure builds and refresh projects included DBA, Network, Storage and Server
• Constantly in tune with business team to provide process improvement and automation
• Responsible for Corporate IT Security standards, leveraging tools and application recommendations from the Gartner Magic Quadrant
• Change Committee Board advisor for Project Management requests providing enhancements to the client’s network

Service Delivery Manager

Confidential

Responsibilities:

• Managed multiple accounts with a complete staff of 125+ operational resources with foreign and domestic travels to client sites and offshore Global Delivery Centers
• Lead transition team in ITSM requirements gathering to transition customer into Service-Now ticketing system utilizing all available modules
• Occidental Petroleum - Managed Nearshore/Offshore Service Desk and Global Account Management teams
• Marathon Oil - Managed Onsite/Offshore ERP SAP/People Soft Application Support teams and Managed Transition Team for migrating infrastructure from onsite to colocation data centers with DR/ business continuity plan
• California Resource Company - Managed Nearshore/Offshore Service Desk, Global Account Management and Application Support teams

Global Network Operations Manager

Confidential

Responsibilities:

• Managed a global staff of 20 network and satellite engineers providing proactive monitoring and incident management
• Designed and Implemented ITSM Service Desk Ticketing system with customer interface portal via web and smart phone
• Created automated SLA reporting metrics and scheduled monthly reviews with client to showcase uptime and availability
• Lead development team and creating OOBM (Out of Band Management) for remote network and satellite equipment
• Design and Implemented E911 solutions to ensure international companies with US Numbers are routed correctly to emergency services

Lead System Engineer

Confidential

Responsibilities:

• Designed and implemented new backup solution to provide 25-year archiving records per FDA (Food and Drug Administration) regulations
• Lead of web/application hosting and SQL Database global team and providing performance metrics and process improvement
• Liaised with pharmaceutical clients to ensure confidentiality and data integrity of their clinical trials

Confidential Product Consultant

Confidential

Responsibilities:

• Lead consultant in charge of on-site data center migration to Prod and Test co-location with HA (High Availability) and DR/BCP (Disaster Recovery and Business Continuity Planning)
• Provided SME Support for Confidential SIM (System Insight Manager) and HPOA ( Confidential Onboard Administrator) applications
• Defined standard virtual machine images for Windows, Confidential -UNIX and Suse operating systems

Level 3 Windows Server Engineer

Confidential

Responsibilities:

• Provided proactive and reactive level 3 support for Windows Servers, Database and Thin Client Applications
• Created Urgency/Impact metrics to prioritize mission critical applications and VIP Clients
• Hosted weekly training sessions for process improvement and established a New Hire Orientation for on-boarding new support resources

Enterprise Management Center (NOC) Supervisor

Confidential

Responsibilities:

• Lead the Project Team in creation of new 24/7 Network Operations support to provide monitoring and incident management
• Organized training session for KT (Knowledge Transfer) from application owners and developers to the NOC for providing first and second level support
• Created ticket templates and knowledge articles to perform vital signs and triage to ensure incident tickets are routed to correct team for quick resolution times
• Performed monthly SLA metric reviews with business teams to show value and reliability of NOC services

Satellite Network Operations Engineer

Confidential

Responsibilities:

• Lead network engineer providing global voice and data solutions for Oil and Gas industries
• Reviewed incident ticket count to provide specific training classes to improve restore times
• Managed application to provide real time reporting for drilling and technical data

Lead Satellite Network Operations Engineer

Confidential

Responsibilities:

• Provided advance technical support for remote end users and satellite technicians
• Coordinated large scale satellite earth station move schedule and customer outage notification awareness
• Created mobile satellite antenna user manual and troubleshooting guides

Network Operations Supervisor

Confidential

Responsibilities:

• Supervised level 3 voice and data transport team to provide design improvement and incident management
• Established 3rd Party vendor relationships utilizing e-tickets to reduce repair time
• Participated in new ITSM Ticketing system design and UAT (User Acceptance Testing) for companywide utilization