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It Manager Resume

SUMMARY:

Information Technology Professional with proven experience including roles as a manager, project manager, data center manager, systems engineer, technical writer, service desk manager, and telecom analyst. Network and desktop life cycle management. Successfully managed numerous projects and led teams in system and vendor selection; call center design, implementation,, and support; analysis of business requirements; vendor management; change management; incident management.

KEY SKILL AREAS:

  • Operations Management
  • Project Management
  • Budget Management
  • IT Workflow Optimization
  • IT Best Practices
  • Quality Control Procedures
  • Operational Planning
  • Staff and Development

WORK EXPERIENCE:

Confidential

IT Manager

Responsibilities:

  • Performed LANDesk and Active Directory activities.
  • Assisted Data Center Services team with server antivirus upgrades.
  • Assisted in creation of SOPs for local applications.

Confidential

Regional Manager, Field IT Support

Responsibilities:

  • Management and Systems Administration of local data centers
  • Environmental monitoring.
  • Systems capacity management and planning.
  • Structured cabling, network, and connectivity standards.
  • Drove the annual budget planning process with finance team. Continually met or delivered under budget. managed second level support for 3500 end users, life cycle replacement, and vendor management.
  • Vendor: monitored performance, managed relationship and implementation of vendor governance model.
  • Managed the 5000+ inventory of desktops, printers, scanners, and other IT equipment ensuring inventory was available for redeployment.
  • Laboratory Information Systems applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, and implemented call flow, for 15+ call centers.
  • Phone Systems management, support, and Confidential for business units, 100+ patient service centers, and 20+ rapid response labs.
  • Rapid Response Lab infrastructure build - out and support.
  • Authored many IT SOPs.
  • Incident Management: provided critically important analysis to crisis issues…
  • Responsible for incident review, escalation, analysis and reporting.
  • Rapid analysis of a service outage.
  • Aggregation of technical team(s) involve in service restoration.
  • Business focused management communications.
  • Post mortems, executive summaries, action plans and metrics.
  • Project management:
  • Lead many small to medium size projects.
  • Gathered deliverables, created scope/objectives, developed resource plan, provided project analysis, discussed/managed budget and delivery.
  • Environmental Health and Safety leader and trainer for 20 professionals.

Business Unit Information Technology Manager

Confidential

Responsibilities:

  • Drove the annual budget planning process with finance team.
  • Desktop: support for 1000 end users, life cycle replacement, and vendor management
  • LIS applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, implemented call flow.
  • PBX management, support, and Confidential for business units, patient service centers, and rapid response labs.
  • Rapid Response Lab infrastructure build-out and support
  • CAP and SOP management: Managed and prepared for CAP response. Wrote many IT SOPs.
  • Incident Management: provided critically important analysis to crisis issues

Systems Engineer, Sr.

Confidential

Responsibilities:

  • Management of local helpdesk
  • Management of external customer systems installation,, and support
  • Drove the annual budget planning process with finance team.
  • Management and Systems Administration of local data center Cambridge, MA.
  • Desktop: support for 1000 end users, life cycle replacement, and vendor management
  • LIS applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, implemented call flow.
  • PBX management, support, and Confidential for business units, patient service centers, and rapid response labs.
  • Rapid Response Lab infrastructure build-out and support

Confidential

Assistant LAN Administrator and Network Specialist

Responsibilities:

  • Conversion from Windows XP to Windows 7.
  • Multi-business unit project leader for 2000+ devices and 3500+ users.
  • Member of national Windows 7 migration team.
  • Managed pre-conversion testing across all lines of business: Administration, Billing/Finance, Logistics, Client Services, Sales, Laboratories, HR.
  • Managed remote and local teams and resources: activities, schedules, tasks.
  • Interfaced with, or managed, applications team, wiring vendor, local IT, lab managers/supervisors/group-leads.
  • Conversion for 300 printers, 100 instruments, 30 servers, 4 modem pools, 20 rapid response labs, and 200 patient service centers.
  • Managed new systems access for 1100 users.
  • New host IP/names updated to: 600 desktops, 100 terminals, 30 servers.
  • Managed vendors, corporate telecom team, and local IT.
  • 1200 stations, 800 voice mailboxes, 200 call center agents, 2 local modem pools, 12 toll free numbers, 25 local numbers, new direct-dial numbers.
  • Phone environments upgraded: PBX servers, Call Center servers, Voice Mail servers.

Confidential

Lead PM

Responsibilities:

  • Managed vendors, respective lab managers and directors, corporate infrastructure and server teams, and local IT.
  • Business unit rewired from CAT3 to CAT6 company standard; and, 300 printers, 100 instruments, and 200 terminals converted to new connections.
  • Network upgraded during this period with new routers, switches, and terminal servers in MDF and 6 IDFs.
  • 25 insurance carriers converted to new host IP/name.
  • 3000 external customer system access converted.
  • 100 external customer CPU interfaces converted.
  • 400 desktops updated with new host icons for access.
  • Terminal server environment updated.
  • 700 autodials converted.
  • 4 modem pools relocated to corporate data center.
  • 20 rapid response labs and 120 patient service centers updated with new host icons or menus.
  • Recognized with company’s highest honor for zero deficiencies during server downtime and relocation.

Confidential

Lead PM

Responsibilities:

  • Interfaced with respective managers, managed vendors, and local IT.
  • New facility MDF established and campus wired.
  • Phone system relocated.
  • External phone numbers maintained and relocated.
  • 11 instruments, 10 printers, 15-seat room, 20 desktops, 10 terminals, 3 terminal servers, network switches/routers.

Confidential

Local Infrastructure PM

Responsibilities:

  • Interfaced with respective directors and managers, managed wiring vendor, and local IT.
  • Temporary spaces established to support network and telephone connectivity.
  • Managed/scheduled moves for the departments: users, phones, faxes, printers, desktops.

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