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Senior It Service Operations Manager Resume

Washington, DC


To obtain a position in Information Technology that would utilize my knowledge in system administration, virtualization, network administration, and leadership skills.


  • Experience managing an IT Service Operations Team of 10 employees, consisting of Windows and Linux Systems Engineers, Network Engineers and Cyber Security Engineers
  • Virtual Infrastructure Architect using VMware vSphere Cloud platforms on large enterprise scale deployments using geographically disbursed highly redundant datacenters.
  • Large scale physical to virtual system conversion experience utilizing VMware vSphere platforms
  • Experience installing and configuring VMware Site Recovery Manager, Veeam Backup & Replication and other disaster recovery solutions including NetApp SnapMirror, SnapVault data replication technologies.
  • Hands on experience installing and managing Cisco 5108 Chassis and UCS B200 M3 and M4 Blade servers as well as HP ProLiant rack mount servers that host business critical virtual infrastructure
  • NetApp FAS3200, 8020s FAS, All Flash FAS (AFF)and V - Series SAN Administration experience
  • Managed Infoblox DNS appliances
  • Network Core Infrastructure experience
  • Managed a Web Hosting environment consisting of over 400 public facing web sites
  • Microsoft Active Directory 2003 thru 2012 R2 Administration
  • Database Administration on Microsoft SQL Server 2005 thru 2012
  • Managed complex Corporate Network and System infrastructure consisting of CheckPoint Firewalls and FireEye appliances
  • Security Incident Response Team Lead for Service Operations Team Functions
  • Installing/Configuring and Administering Microsoft Exchange Server 2003/2007
  • Cisco Network Device configuration
  • Excellent Troubleshooting and Technical Support abilities
  • Installing/Troubleshooting and Maintaining Microsoft Client/Server operating systems at all scales
  • Installing, Administering and Migrating BlackBerry Enterprise Server
  • Workstation Rollouts and Operating System Imaging using Microsoft Deployment Toolkit
  • CheckPoint Firewall Configuration
  • Experience with Installing and Administering Backup Hardware/Software
  • Knowledge maintaining a multisite MPLS network and LAN infrastructure supporting over 2500 users


  • VMware vSphere and Hyper-V
  • Infoblox and Microsoft DNS, DHCP
  • FireEye
  • CheckPoint Firewall
  • Cisco Router, Switch and PIX
  • MPLS
  • Software/Hardware RAID
  • Ethernet and Fiber
  • Microsoft Active Directory
  • DHCP
  • TCP/IP
  • Wireless Technologies
  • Data Replication and Disaster Recovery Technologies using NetApp SnapMirror, SnapVault, Veeam Backup and Recovery and VMware SRM
  • Database Replication using SQL Mirroring
  • Splunk
  • DUO and RSA 2 Factor Authentication
  • Druva Cloud
  • Citrix NetScaler
  • Microsoft CRM
  • All Microsoft Client Operating Systems
  • All Microsoft Windows Server Operating Systems
  • Mac OS X


Confidential, Washington DC

Senior IT Service Operations Manager


  • Lead a team of engineers whose primary responsibilities include administering Corporate and Web Hosting environments that consist of over 350 Windows and Linux servers, NetApp storage appliances, VMware virtual infrastructure based on Cisco UCS blade servers, Network Infrastructure, Cyber Security Operations that consisted of a SOC supporting 2500 plus users.
  • Conduct Performance Management and other Administrative duties for staff in IT Service Operations Team
  • Develop career development plans on an annual basis and provide career guidance to the team
  • Work with Enterprise Architecture Team members in completing project tasks
  • Design and Architect virtual infrastructure to accommodate virtualization integration with Storage Area Network for AIR
  • Develop and Document Processes and Standard Operating Procedures for staff
  • Conduct capacity planning for virtualization infrastructure and work with different vendors for system and hardware acquisition/integration
  • Standardize Server and Network Infrastructure at all AIR branch offices
  • Deploy virtual infrastructure at all branch office and converted all physical systems while migrating CIFS shares to NetApp Clustered ONTAP-Edge
  • Implement Disaster Recovery for all business critical applications using NetApp SnapMirror and VMware Site Recovery Manager and conduct annual disaster recovery exercises with owners of Corporate Business Systems and Engineers from IT Service Operations Team
  • Work closely with CISO Team and IT Cyber Security Operations Team members in Security Incident Response
  • Deploy DUO 2 Factor Authentication to increase security posture across enterprise
  • Integrate Cloud based Zscaler Web Proxy solution at AIR for content filtering
  • Deploy FireEye Advanced Threat Prevention platforms at AIR
  • Design methodologies and processes to reduce manual tasks for engineers in IT Service Operations Team
  • Implement monitoring solutions for the physical server and virtual infrastructure
  • Use support ticketing system to track requests from users and external contacts
  • Develop monthly reports for trending and capacity analysis
  • Troubleshoot performance issues with mission critical applications
  • Provide as an escalation point for issues that require multi team involvement
  • Join weekly meetings with Vice President of IT to discuss staffing and IT Service Operations issues
  • Responsible for conducting interviews and hiring new staff for the team

Confidential, Rockville, MD

Network Administrator


  • Administer Microsoft Windows Server 2003 and 2008 Network Environments for Consulting Customers
  • Provide Exchange Server 2003 and 2007 Administrative Support to Customers
  • Design, Install and Administer BlackBerry Enterprise Server
  • Build Domain Controllers, Terminal Servers and Migrate from old Hardware for Customers
  • Provide Hardware/Software Upgrades
  • Provide Technical Assistance on Specialized Projects to the Team
  • Act as a Consultant to Customers on Network Improvement Projects
  • Serve as primary POC for customers
  • Provide Desktop and Network support to customers
  • Provide Technical Support to Customers at Support Center over the phone
  • Act as Liaison to customers, NSS Consulting Team, and Management
  • Serve as a conduit of communication for network outages and enterprise level issues with customers
  • Responsible for updating tickets and information in the ticket tracking system
  • Serve as an escalation point for Tier 1 and Tier 2 desktop support issues
  • Responsible for escalating technical support issues as appropriate
  • Perform Network Assessments for customers

Confidential, Gaithersburg, MD

Computer Analyst


  • Provide Tier 1 and Tier 2 computer hardware/software support to operations
  • Diagnose and repair network problems
  • Act as a liaison to staff, network team, and management; relaying pertinent information concerning IT issues
  • Responsible for entering and updating customer requests in the ticketing system

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