Infrastructure and Operations Manager Resume

SUMMARY

Results and people oriented, IT Leader and Project Manager with extensive leadership experience and a deep passion for building successful teams and exceeding client and management expectations.
Broad hands on IT experience administrating infrastructure systems in enterprise environments.
Administration and configuration management support for technology, energy, education, and automotive customers.
Proven ability to build, manage and grow teams while augmenting employees’ skills within the current strategy of a growing organization.

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure and Operations Manager

Responsibilities:

Grew relationships with other departments and repaired the damaged reputation of the support team. Increasing our effectiveness and delivery of projects by 95%.
Implemented standards for software and hardware for end user compute to enable remote workers to contribute to the workflow processes.
Lead hyperconverged infrastructure update planning implementing deployments in 3 months from conception to deployment.
Developed and sponsored standardized incident management processes to allow for the engagement of the correct resources for a reduced return to service time.
Managed 2 disparate teams; 16 member of the ERP support group and 13 member service desk and L2/3 functionaries in a manufacturing environment.
Part of a team that implemented a PLEX ERP implementation migrating it from Vantage. Directed new hardware deployments for support of this activity.
Developed, and personally implemented a VDI infrastructure and technological road map for the modernization of the IT department and infrastructure.

Confidential

IT Manager

Responsibilities:

Grew relationships with other departments and repaired the damaged reputation of the support team. Increasing our effectiveness and delivery of projects by 50%.
Directed team on strategy and implementation of fixes for vulnerabilities discovered reaching 99.9% compliant on internal security scans.
Lead hyperconverged infrastructure update planning with a global support team implementing deployments in 3 months from conception to deployment.
Developed and sponsored standard change management methodology to reduce impact to production systems and reduce incidents caused by change from 35% to zero.
Planned, implemented and oversaw the deployment of MFA on end user compute, and server infrastructure globally. Oversaw deployments in Poland, China, Korea, Australia, and the United States thus exceeding project expectations by 2 months.
Procured and supervised off - shore support in India to include process, procedure, and SOW and SLA adherence reducing overtime commitment of employees by 70%.

Confidential

Systems Support Manager

Responsibilities:

Achieved a 98% employee retention rate over four years.
Managed the hiring/terminations/performance reviews, salary and bonus planning for all associates boosting employee moral while keeping well withing budget.
Monthly and quarterly rollup reporting to management and customers.
Implemented daily operational meetings to reduce the support back log by removing obstructions thus reducing weekly aging incidences and requests from 47% to 2%.
Implemented and delivered IT solutions in compliance with ITIL standards increasing overall efficiency of the service by standardizing incidents, problems, and changes.