Qualifications for Director/ Management

Seasoned IT Manager, visionary and motivational leader who offers over 20 years of IT experience with a proven track record of transforming IT organizational cultures and developing exceptional, customer-oriented technical teams. Strengths include communication skills, ability to manage multiple priorities, crisis management, problem solving and effective people management. Strong team player, with the ability to ensure executive visions are implemented successfully throughout an organization in an efficient, cost-effective manner.

Areas of Expertise

Technical Proficiencies

• Desktops/laptops/mobile devices HP Servers Desktops/laptops WAN/LAN
• Cisco Routers/Switches Citrix Windows NT/2000/2003 TCP/IP
• MS Exchange VM Ware Mcafee Enterprise Policy Orchestrator Wireless VPN
• MS Office 2003/2010 Windows XP BMC Patrol Remedy MS Clustering

Career Summary

Confidential

Manager of Infrastructure Operations

Manage a technical staff of over thirty full time employees that provide LAN/WAN infrastructure support, Citrix server farm management, desktop services including 1st and 2nd level help desk support, messaging infrastructure, IT purchasing, Voice/Data networking services and technical project management and support. Manage a five million dollar annual departmental budget. Responsible for an Infrastructure environment consisting of two data centers with over 3,000 Windows server supporting 15,000 users in 90 remote offices spread across the United States.

• Successfully managed the migration of UNIX and Intel based systems and data circuits from the Richmond data center to a new data center in Phoenix Arizona. This included project planning and oversight as well as system design review and testing.
• Technical Infrastructure lead for major acquisition integration project. Acquired company had 30 offices and nearly 3,000 users. All users and sites migrated to corporate Infrastructure with zero down time and on schedule.
• Successfully managed the migration of over 12,000 user accounts, profiles and shared data from one of our 2 primary data centers to the other for a Citrix disaster recovery project. This project resulted in improved performance for end users, reducing login times by 50 -75 .
• Initiated and managed multiple support contracts with third party vendors. Saved 250,000 annually and freed up Coventry employee resources by consolidating SLA's and negotiating with support partners for free consulting assistance.
• Managed the blending of 3 separate IT groups into one department. A combined service ticket queue with a starting number of over 1,000 tickets was reduced by 80 within in 30 days.
• Responsible for providing technical expertise to the sales department and for delivering estimates of project costs and timelines, as well as Statements-of-Work SOW in response to requests from potential clients. In the past 12 months, department has been instrumental in winning and successfully implementing 4 new contracts worth over 50M annually.
• Implemented Remedy Help Desk module and staffed first level support. Extended hours available and improved First Call Resolution to 45 . Follow up, responsiveness, and resolution have all been improved, supported by the tracking and reporting capabilities of Remedy. Level of service recognition and positive feedback received consistently.

Confidential

Network Manager

Managed network with 450 nodes running Windows 95 in a NetWare 5.1 and Windows NT network using switched Fast Ethernet with access to several UNIX host systems and Windows NT server machines. Managed the installation, configuration and trouble shooting of new servers, data communication services, computers, printers and network components. Supervised help desk personnel responsible for all computer inventory and desktop support. Supervised UNIX and NetWare engineer positions providing support for the various platforms.

• Maintained a level of expertise about the technology being deployed, while working with client technical personnel to ensure an understanding of all technical issues. Developed and maintained technical processes, and ensured compliance with technical guidelines and standards. Acted as the escalation point for all project technical issues, as well as field personnel issues.
• Coordinated services between First Health Service's office and the Department of Medical Assistance offices to support the Medicaid Management Information Systems contract. Initiated and managed various support contracts.
• Initiated a contract amendment between First Health and the Department of Medical Assistance that provided 124,000 dollars per year in additional revenue for First Health.

Confidential

Network Manager

Responsible for over 350 nodes running Windows 95 in a Windows NT multiple domain networks using switched Fast Ethernet and a Wide Area Network using AT T T-1 lines providing connectivity for four remote branch offices. Installed, configured and trouble shoot new servers, data communication services, computers, printers and network components. Responsible for group messaging backbone comprised of four MS Exchange servers and gateway components that provided communication to Internet and X.400 mail systems. Supervised network analyst whose responsibilities included supporting four MS SQL Server database servers that store PCDOCS index information. Supervised technical support analyst responsible for all computer inventory and desktop support. Maintained department budget. Maintained various support contracts. Ensured system availability by effectively scheduling maintenance time and by monitoring systems.

• Introduced and rapidly implemented numerous technology advancements including wireless hand held e-mail technology, new Anti-virus corporate solution and a new UPS solution.
• Led project team to upgrade the Firm to the latest supported products from Microsoft, including Exchange, Windows NT and SQL Server.

Confidential

Network Manager

Responsible for a 150 node Novell NetWare 3.X and Windows NT Local Area Network using Fast Ethernet and 16MB Token-Ring and a Wide Area Network using an MCI frame relay network. Installed, configured and troubleshoot new servers, computers, printers and network components. Responsible for network backup and maintaining off site storage for disaster recovery. Installed and configured software and hardware for remote node dial in and branch office support. Monitored networks for pro-active problem resolution and tune network to optimize performance. Provided direct technical support, training and other general support. Researched and evaluated new technologies including software, hardware and network devices. Managed the development and workload of the image processor, help desk analyst, systems analyst and contract employees. Developed policies and procedures. Maintained network topology diagram.