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It Support Manager Resume Profile

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FL

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SUMMARY

Innovative Information Technology professional with 15 years of experience selecting, managing highly skilled and motivated people with proven success. Known for my skills in mentoring, training, and strategic direction setting. Recognized skills in customer/client relations, project oversight, cost containment, budgeting/finance and IT architectural direction. Proven record of leading team to increase productivity, streamlining work flows, and identifying/ resolving issues. Strong leadership, communication, and interpersonal skills. Experience in budget creation and management.

PROFESSIONAL EXPERIENCE

IT Support Manager

  • Managed six member IT team to design, build, implement and support services in providing application and infrastructure monitoring and automated execution using HP's SiteScope, CISCO's Tidal Enterprise Scheduler.
  • Transitioned team organizationally from one division Capital One 360 to another Capital One Financial facing cultural, perception and expectation challenges, successfully improving organizational efficiencies.
  • Created new reporting and review process to inform management of successes and issues for improving managements understanding and permitting better decisions.
  • Guided and mentored team from traditional Waterfall type work methodology to Agile Kanban methodology, aligning with Capital One's direction toward Agile company wide and streamlining work flow.

IT Manager of Content and Application Deployment Services,

  • Selected, mentored, built and managed four member team of highly skilled technical people to learn and transition the implementation and support of content and application deployment services to owning teams.
  • Trained the team on all processes, procedures, and applications used and supported by the team, which allowed a smooth transition to Capital One technology.
  • Successfully transitioned key technologies, processes, procedures and services from legacy organization to a new company Capital One by collaborating with existing service owners and end users to split the service offerings with zero impact to end users, resulting in high satisfaction by sponsors, management, and end users.

Sr. Systems Programmer WebSphere Engineer

  • Supported 50 highly available Internet and internally facing Java/J2EE applications providing critical credit card services to external and internal customers and external vendors worldwide for HSBC North America from 3 data centers 2 US 1 UK utilizing multiple team members to provide 24x7 On call support.
  • Oversaw the hosting of both internally developed and vendor purchased applications using IBM WebSphere Application Server, which achieved functionality.
  • Received Performance Award within six months of employment due to Outstanding Service.
  • Created cross functional/cross organizational team to manage web server certificates including creation and scheduling of renewal and installation with minimal downtime, eliminating emergency certificate renewals. Mentored and monitored team performance, resulting in successfully reaching goal.
  • Designed, created and delivered a new request/renewal process and application for certificate management, resulting in 80 decrease in time to deploy and renewal failures.
  • Executed and managed a cross functional/cross organizational global project team to migrate critical applications from software based load balancer to industry leading load balancing solution F5 with zero impact, resulting in reduced costs and improved availability.

Owner/Consultant

Provided services to identify Best Practices and improvements in existing processes and implementations with focus on Java/J2EE Applications, Internet and EDI based systems.

Confidential

Application Server Team Leader,

  • Led six member team of highly skilled technical people who supported and managed highly available, Internet facing infrastructure hosting applications running on Java/J2EE systems from BEA WebLogic and IBM WebSphere , providing the company's Internet presence consisting of marketing and order entry/status systems.
  • Managed department level fiscal budget, which achieved 10 reduction in costs.

Manager of Messaging and Directory Services,

  • Led five member team of highly skilled technical people who supported and managed company's directory infrastructure including DNS, WINS, LDAP, Active Directory.
  • Managed department level fiscal budget, which achieved 10 reduction in costs.
  • Managed and supervised Active Directory Design project, which delivered full functional Active Directory design suitable for Fortune 500 company, resulting in streamlined operations with on time delivery and 20 budget reduction.

Lan Engineering Team Leader,

  • Mentored and managed six member team of highly skilled technical people who supported and managed the Windows based LAN Infrastructure used by over 50 offices and warehouses in worldwide locations.
  • Managed department level fiscal budget, achieving 5 reduction in costs
  • Managed several complicated and high profile projects to include Data Center migration and shutdown, resulting in consolidation.

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