SUMMARY:

Experienced in team building, project management and working with business leaders to align IT activities with business goals. Recognized as a leader with strong planning, organizational, implementation, and people skills. Managed personnel responsible for telecommunications, network design, cloud infrastructure, implementation, and Information Technology operational tasks, including Quality Assurance following strict review of design concepts and predefined user standards, keeping overall progress within strict schedules.Offers 20+ years of experience in designing, building, managing, and supporting complex large - scale networks and services including Data Processing, Voice and Video.Develops and deploys high-performing local and wide area networks along with on-site and remote accessibility for national and international locations. Coordinates multiple priorities concurrently to facilitate corporate or customer goals.

AREAS EXPERTISE:

LAN/WAN Design-ManagementData Center Operations Systems Administration

Software ManagementHelp Desk Operations Systems Installation

Project ManagementQuality Assurance Technical Support

Cloud Services Management

CAREER PROFILE:

Confidential

IT Operations Manager

Responsibilities:

• Manages Information Technology Operations including geographically disperse Data Centers and personnel.
• Provides professional, technical expertise in maintaining server and application services to support Department of State IDMS/CMS systems.
• Routinely evaluates system performance and resolves issues as soon as possible.
• Oversees and ensures the deployment and on-going daily operational use of applications in a VMware/Virtual environment
• Establishes IT operations schedules to ensure the full efficient and consistent operation of IT services.
• Ensures all required processes, procedures, and documentation are in place and enforced
• Consults with users, management, vendors, and technicians to assess computing needs and system requirements.
• Plan and manage system improvement, maintenance and repair tasks, budget, users requirements in coordination with other departments.
• Coordinate the implementation of new applications or system improvements with developers and engineering team
• Communicates issues, and recommend solutions in both verbal and written format to Management and Customers
• Advises on and document security standards, load balancing and failover strategies, server selection strategies, server configuration standards, testing and quality assurance procedures and change management procedures
• Oversees Ticket Escalation process for Department of State related systems
• Reviews SLA metrics and ensure adherence to contracted SLA with helpdesk team

Confidential

Director Production Support and Information Technology

Responsibilities:

• Manages Information Technology Operations including one Confidential and three remote International locations as well as AWS Production and Development infrastructure migration project. Includes hands on skills along with supervision on the Systems Administration and Integrations Teams, datacenter/server, application and IT related project management, network operations and security. Reviews and control IT Department budget

Confidential

Director of Information Technology

Responsibilities:

• Manages Information Technology team supporting two Data Centers and AWS Production infrastructure and 8 remote office locations across the US.
• Consolidated one Data Center migrating Production Servers to AWS and Development and QA environments to second Data Center.
• Responsible for all production environment servers in northern Virginia on a 24x7x365 basis. Includes hands on skills along with supervision on service desk, datacenter/server, application management, network operations, information assurance, asset/inventory management, change/configuration management and problem management in a multi-location data center with as many as 300 servers.
• Manage and control IT Department budget

Confidential

International IT Operations Director

Responsibilities:

• Assigned to manage the International IT Operations teams of the Confidential ’s World Refugee Program, design and deploy seven International locations new collection systems.
• Redesigned remote location server environment to comply with latest State Department security standards.
• Responsible for all production environment servers in northern Virginia on a 24x7x365 basis.
• Included hands on skills along with supervision on service desk, datacenter/server, application management, network operations, information assurance, asset/inventory management, change/configuration management and problem management in a multi-location data center with as many as 150 servers/applications.

Confidential

IT Operations Director

Responsibilities:

• Responsible for all production environment servers in northern Virginia on a 24x7x365 basis. Includes hands on skills along with supervision on service desk, datacenter/server, application management, network operations, information assurance, asset/inventory management, change/configuration management and problem management in a multi-location data center with as many as 200 servers/applications. In charge of server builds, Router/Switches troubleshooting and load balancing knowledge.
• Implemented Video Conferencing system between Corporate Headquarters and remote Development teams. In addition managed relationship with Government and Private Customers, other internal IT teams and IT service providers or partners that provided IT services within campus environment.
• Hardware integration, deployment, configuration management, incident response and management of IT security.
• Managed a staff of direct and indirect resources for their assigned operations and maintenance tasks.
• Participated in planning process including justification of planned staffing levels.
• Optimized the mix of resources to obtain maximum results to reduce costs.
• Managed customer satisfaction expectations by providing leadership on service desk operations and participate in service desk operations tickets/incidents/requests statistical analysis leading to service optimization.
• Planned and tracked multiple operations projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on team member performance.

Confidential

Information Technology Director

Responsibilities:

• Designed and implemented LANs, WANs, and VPN connectivity between corporate and branch offices spanning five continents.
• Planed and built (hands on) the enterprise network infrastructure and security to support company growth.
• Managed Help Desk Operations, Network Management and Software Development teams (team of 10 Engineers), supporting 900 agents worldwide and resolved escalated issues if necessary.
• Supports Linux and Windows servers and workstations
• Exercised staff oversight to ensure new operations plans, policies, procedures, and transition/migration plans were consistent with the overall company goals and objectives. Anticipated future network needs, identified proactive solutions to satisfied needs in coordination with corporate leadership.
• Maintained Systems and Networks health utilizing advanced monitoring tools
• Managed IT Budget and compliance and hold responsibility for capacity planning and scheduling vendor negotiations related to IT as well as IT staffing and budgeting projections on a company-wide basis.
• Researched, maintained Service Level Agreements with Vendors and Providers