Service Operations Center ManagerResume Profile

Summary

35 years in the IT Industry encompassing Service Operations Center Manager, Customer Operations Manager, Service Line Manager, and technical management of hardware/software systems, analysis and engineering in secure environments, programming, training, and logistics.

Professional Experience

confidential

Service Operations Center Manager

Oversaw Operations Managers for Global Customer Unit Americas consisting of 4 Operations Managers from US and Mexico and 13 customers.
Worked in multidisciplinary/multinational environment to provide world class performance with most cost effective service solutions.
Worked with Operations managers on ensuring OLAs were in place with proper financial cost relief for services rendered.
Hosted weekly/monthly customer communications meetings presenting quality and services provided. Supported Sales and Services on new customer service offerings ensuring proper costing and recovery.
Accountable for compliance to ITIL and operational processes as well as Configuration Management Database accuracy and audit compliance.

Operations Manager

Responsible for services delivered by Production Service Lines to 13 customers.
Worked directly with Service Line Managers to ensure quality of services delivered.
Coordinated and managed incident response teams ensuring successful response and problem management to customer and internal issues.
Worked closely with Service Delivery Managers to establish changes, priority of incident requests, service requests and SLA management ensuring all customer needs were met in accordance with OLAs and SLAs.
Ensured achievement of SLA metrics and service KPIs in accordance with ITIL compliance practices.
Delivered monthly report on financial costing of services provided to ensure adequate cost recovery for each service line on a per customer basis.

Technical Project Team Manager

Lead a Team of 12 multinational technical Project Managers responsible for major system transformations and upgrades to Shell Oil business units.
Managed and coordinated all activities in conversions from classic systems to cloud-based services.
Ensured compliance of all scheduled completions and reported weekly with customer and management on issues and progress of work.
Trained Team members on all facets of their responsibilities.

Unix Team Manager

Managed Team of 8 Senior Unix Admins responsible for providing services to 7 customers. Ensured compliance to ITIL practices while meeting or exceeding monthly SLA and KPIs. Interviewed and hired new Senior Admins as needed.
Provided monthly financial costing analysis for Unix Services both CAPEX and OPEX.
Worked closely with international counterparts to ensure proper and timely delivery of Unix services per OLAs.

confidential

Unix Team Lead

Team Lead for 4 Senior Unix Admins delivering services to Volkswagen Group of America.

Senior Unix Admin/Senior Web-sphere Admin

Provided Solaris 5.x and Linux support to include all facets of system administration and system engineering/design and software support.
Provided Web-sphere 3.5/4.x/5.x support and administrative services for internal and external Volkswagen of America websites.

Collective Technologies

Senior Unix Consultant

Provided Senior Unix Administration consultation services to a variety of customers including Lucent Technologies.

Worked with Solaris 5.x, Sun OS 4.x, Linux.

confidential

Principal Systems Analyst

Provided Senior Unix Administration services in a heterogeneous environment of Sun OS/Solaris, Linux, and IBM AIX systems, desktops and software.

confidential

Software Engineering Specialist

Full life-cycle programming and COTS integration C, Shell, DEC Unix MLS , X-Windows, Motif and Verity Real Time TOPIC database programming and administration.
Designed, coded and implemented tape archiving subsystem for a secure DODIIS message handling systems.

Support Center Supervisor and Lead Computer Technician

Responsible for building, integration, installation and maintenance of a new DODIIS message handling system based on DEC Unix MLS .
Managed the logistics and maintenance status of a 7 site world-wide deployment.

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