SUMMARY OF QUALIFICATIONS

• Experienced Information Technology Professional with over 20 years of broad-based Information Technology experience with hands-on technical skills.
• Over 10 years of Information Technology Operations Leadership experience.
• Strong leadership, organizational, interpersonal, and communication skills.
• Resourceful, creative problem-solver, self-motivated achiever with a good work ethic, and demonstrated discipline of working without a lot of structure or direct supervision.
• Deployment of actionable tools, data, and components supporting the enterprise.

AREAS OF STRENGTH

PROFESSIONAL EXPERIENCE

Confidential

Enterprise Performance Management Lead

Responsible for delivering value added solution that focus on Automation, Monitoring, Reporting, IT Service Management, Business Transformation and Organizational Change Management based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure.

o Perform responsibilities of developing and implementing highly technical strategies that increase the availability of services, including the governance framework, architecture, and disaster recovery and business continuity delivered gap analysis and recommendations

o Ability to prioritize and manage competing work assignments in a time sensitive environment

o Provide leadership and vision for enterprise tools within the organization

o Managed or assisted in key business projects including new implementation of System Center 2012, new outsourced NOC service and Service Desk

o Prepare daily, weekly, and monthly reports for senior managers

o Utilized Amazon Web Services to implement new technologies

o Technologies include:

o Atlassian Confluence, JIRA , Dashboards, KeyNote, Microsoft System Center 2012 Configuration Manager, Operations Manager, Orchestrator, Service Manager , New Relic, NICE, Nurama Footprints, ServiceNow, Solarwinds.

o Apache, APC, Avamar, Citrix, Cloud Computing Amazon Web Services, Azure, VMware , Database Oracle, SQL , Hardware Dell OpenManage, HPIM, IBM Director, NAS, SAN , Linux CentOS, Red Hat , Microsoft Active Directory, Cluster Service, DHCP, DNS, Exchange, IIS, .Net, Office 365, Powershell, SQL, Visual Basic, WINS, Windows, WMI , SNMP, TCP/IP, UNIX AIX, Solaris , VoIP Cisco

Confidential

System Integration Manager II

Lead a team of 13 global resources responsible for providing monitoring and integration services to Dell Services customers in a highly critical 7x24x365 Enterprise Command Center environment. Primary duties include providing technical support for all monitoring and event management activities. Current responsibilities include performing three different roles: Team Manager, Engineering Manager, and Subject Matter Expert for NetIQ AppManager. Involved with the complete outsourcing lifecycle that included client due diligence engagements, data center migrations, architectural enhancements, software implementations, technical support, documentation, and training.

o Technical lead and subject matter expert SME for all monitoring tools

o Won Customer Satisfaction Award in 2005

o Earned Everyday Hero Award in 2013

o Established standardized processes for development, documentation and quality assurance

o Interact and manage client relationships with software vendors

o Provide recommendations for adaptation of new technologies and polices

o Identify, plan, and execute continuous improvement programs that enhance operational stability and excellence improve KPI and SLA targets improve capabilities and reduce unit cost to provide services.

o Technologies include:

o BMC Atrium Orchestrator, Remedy, Patrol, Patrol Express, TMART , Microsoft Systems Center Operations Manager, NetIQ AppManager, Aegis, Cloud Manager, Performance Profiler, Security Manager , Netuitive, Python, Solarwinds, Quest Foglight Spotlight , Zenoss

o Citrix, Cloud Computing VMWare, Virtual Server, Hypervisor , Database Oracle, SQL , Hardware Dell OpenManage, HPIM, IBM Director, NAS, SAN , Linux CentOS, Red Hat, SUSE , Lotus Notes, Microsoft Active Directory, BizTalk, Cluster Service, DHCP, DNS, Exchange, IIS, Hyper V, .Net, Share Point, SQL, Terminal Services, Visio, Visual Basic, WINS, Windows , PeopleSoft, SNMP, TCP/IP, UNIX AIX, HPUX, Solaris , VoIP Cisco

Confidential

Global Enterprise Monitoring Manager

Lead a team of 6 global resources responsible for providing monitoring services to Affiliated Computer Services customers in a 7x24x365 Enterprise Command Center environment. Primary duties included providing technical support for all monitoring activities: adds, removes, modifications, customizations, troubleshooting, and reporting. Involved with the complete outsourcing lifecycle which included client due diligence engagements, data center migrations, architectural enhancements, software implementations, technical support, documentation, and training.

o Technical lead and subject matter expert SME for all monitoring tools

o Rearchitected a distributed monitoring infrastructure into an enterprise leveraged infrastructure

o Developed a global team in support of client needs as well as financial goals of providing quality engineers from various lower cost locations.

o Technologies included:

o Big Brother , BMC Patrol , HP Openview , NetIQ AppManager , Microsoft Systems Center Operations Manager, What's Up Gold

o Citrix, Database DB2, Oracle, SQL , Hardware Dell OpenManage, CIM, IBM Director , Linux Red Hat , Microsoft Active Directory, Cluster Service, DHCP, DNS, Exchange, IIS, SQL, Terminal Services, Virtual Server, Windows, WINS , SNMP, TCP/IP, UNIX AIX, HPUX, Solaris , VBScript

Confidential

Technical Account Manager

Responsible for managing multiple Fortune 500 accounts with Microsoft Premier Support Agreements. This includes managing moderate to complex scope of support issues for an assigned group of Microsoft Premier Customers by acting as a technical resource and/or coordinating with other Microsoft groups to assist the customer in their use, support and implementation of Microsoft solutions. Evangelize and position Microsoft as the leading provider of technology supporting the enterprise. Ensure customer satisfaction by understanding and managing support needs, and help the customer understand Microsoft's future direction. Build and maintain strong client relationships.

o Initially responsible for 10 Fortune 500 accounts in the Midwest and subsequently promoted to a Dedicated Technical Account Manager responsible for one of Microsoft's larger customer account in the Midwest

o Assist in Design and Architectural review of Microsoft solutions

o Worked with Microsoft support professional to ensure customer issues were progressing to resolution

o Provided detailed monthly reviews of customer metrics