SUMMARY:

• The goal of a great leader is not collecting followers; it is discovering talent and enabling them with the abilities and opportunities to become leaders themselves.”
• An established team - centric IT operations leader with more than 15 years of experience increasing operational effectiveness, developing technical solutions, and leading major IT projects to support global critical business processes.
• Combines vision and leadership to provide innovative solutions for key technology development.
• Strong ability in interfacing with business leaders to translate needs into technological requirements.
• Highly motivated project manager, systematic problem solver, exceptional interpersonal skills, and motivational leader

EXPERIENCE IN:

• Problem Management
• Change Management
• Incident Management
• Event Management
• Knowledge Management
• Service Level Agreements
• Service Desk Implementation
• Information Life Cycle Management
• Internal Consulting Services
• Business Process Engineering
• Strategic Planning
• Infrastructure Development
• Quality Management
• Best Practices
• Key Performance Indicators

TECHNICAL EXPERTISE:

Applications: MS Word, Excel, PowerPoint, Outlook, Access, SharePoint, FrontPage, Internet Explorer, Adobe Acrobat, Adobe Photoshop, Adobe Illustrator, SAP, JD Edwards, OneWorld, Control-M, Tivoli Enterprise Client, HP Operations Manager i, APC Infrastruxure Manager, Raritan Command Center, Orion Enterprise Console, IBM Backup Recovery and Media Services (BRMS), Tivoli Storage Manager (TSM), Mainframe, Active Directory, BMC Remedy

Operation Environments: Windows 95/98/NT/2000/XP/7/8, Linux, UNIX, HP-UX, AIX, AS/400 - iSeries, PC’s, VMWare, midrange systems, mainframes, IBM 3494 Tape Libraries, IBM 3480, 3590, 3592 Tape Drives.

Databases: Oracle, MS SQL, MS Access

Networks: Ethernet, Token Ring, Fiber, TCP/IP, ISDN, CISCO, HP OpenView, Windows, Citrix, servers, routers, switches, hubs, T-1, T-3, OC-3

Telecommunications: ROLM, CISCO VoIP

EXPERIENCE:

Incident Process Manager

Confidential, Fort Worth, TX

Responsibilities:

• Lead the operational management of the Incident Management process.
• Act as key subject matter expert and single point of contact for the Incident Management Process.
• Provide guidance and direction to process practitioners and ensure that all activities are carried out as required through the process lifecycle.
• Ensure all incidents are managed such as to minimize the overall impact upon the organization and return service to acceptable operations in a timely manner.
• Accountable for the operational performance of the process across the organization.
• Drive Continuous Service Improvement in close alignment with customers and support organizations, and ensure process maturity and adherence.
• Close collaboration with other process managers to ensure proper interaction with sister processes, and to leverage mutually beneficial improvement initiatives.
• Established monthly process governance meeting to review Key Performance Indicators, process metrics, and launching pad for improvement initiatives.
• Worked closely with customers to drive improvements, and measure success of improvement activities.
• Included process managers from Knowledge and Problem management in the governance meeting to ensure processes were aligned and properly leveraged by Incident Management practitioners.
• Participated during 2014 SOX audit testing in Basel in November 2014. Was lead for Incident and Problem management during SOX audit, worked closely with Process Owner to review audit samples, and consulted with vendors to establish improvement initiatives based on audit findings.
• Established Process Maturity Index to better measure Incident adherence throughout the organization. Chaired process review meetings with vendors to review results of the maturity index, and to discuss improvement initiatives. Presented leadership team with results of these activities and other ongoing improvement projects.

NOC SUPERVISOR

Confidential, Fort Worth, TX

Responsibilities:

• Traveled to Hyderabad, India to perform site readiness evaluations and to ensure that location would be suitable for use by the India based Confidential team. Performed technical testing of applications and infrastructure to determine site readiness.
• Lead meetings with local management as well as IT leadership to share relocation plan, and get sign off for the project. Worked with group of Confidential leadership to create relocation plan, and to ensure coverage during the transition waves. Created and supervised Confidential team in Fort Worth to provide coverage for the India based team during first wave of staff relocating to Hyderabad.
• Departmental lead in assisting the IT Application Development team to create, modify, and test batch jobs for support of the Confidential Price Margin Reporting ( Confidential ) system. Received recognition for being part of the team and ensuring a successful integration of this program.
• Service lead tasked with ensuring that the existing Confidential Command Center was successfully integrated into the Confidential Operations Center. Drafted and authored transition template, participated in workshops with team management, hosted weekly integration meetings, and finalized transition by deadline.
• The group was selected to be transitioned to a newly opened India Service Center. I was tasked with interviewing and hiring candidates, travelling and training the team, and supervising them remotely. Spent two months in Bangalore performing Knowledge Transfer to staff, establishing Command Center, and interfacing with local management. Due to my success in this role, the department was the first to complete the transition.

Confidential, Fort Worth, TX

Help Desk Technician

Responsibilities:

• Project lead in merging the Data Center Operations team and the Production Control team into a single group called the Global Command Center.
• Evaluated team members for competencies, trained resources in to ensure they were capable of performing both roles. Implemented rotating twelve hour shifts to better utilize staff resources.
• Integral part of the Token Ring to Confidential conversion team.
• Replaced hardware and infrastructure alongside the Network team to convert 3,000 users in the Fort Worth campus to Ethernet
• Key player in the migration from Windows NT to Windows XP. Performed customer data migrations, identified and replaced incompatible hardware, and trained users on new operating system.