PROFESSIONAL SUMMARY

• A high energy, proven IT Manager with more than 11 years’ experience managing customer focused production support in a variety of settings. Strong background with creating and implementing IT Operations Infrastructure and architectures, ITIL technical support structures, datacenter operations, network servers, software development testing, telecommunications and SANs storage. Proven track record of effectively managing scope, resources, schedules and budgets and documentation with a Global reach.
• A proven technology strategist experienced in working with stakeholders to keep technology solutions focused and prioritized within corporate objectives. Excellent communicator who enjoys creating and delivering technical support solutions, providing mentorship and guidance to direct reports and peers.
• Firmly committed to customer service and excellence in performance, in order to effectively achieve measurable success.

TECHNICAL SKILLS

Software/Databases: MS Office, MS Word, MS Excel, MS Power Point, MS Access, MS Outlook, Visio, Win2K, MS SQL 200x, Access 7.0, Crystal Reports, Power Point, MS Project, MS Office, MS Dynamics CRM, Sales force, McAfee, ACT, PDA's, Lotus Notes, Remedy, People Soft/Vantive, MCS - ERP Manufacturing and Accounting Modules, Maximo 5.2, Share point Server

Operating Systems: MS Windows, Windows 7, Win XP, Vista

Hardware: Cable Data/RS6000, TFS/AS400, PBX Phone switches, ACD, Asterisk and Avaya phones, Ghost, Ceridian Payroll, IPX phones

Networking: MS Server200x, Active Directory, Cloud Computing, MS Exchange 200x, TCP/IP, UDP, SNMP, DHCP, DNS, WINS, SMS,IIS, IDS,VPNs, RAS/OWA, Compellent SAN, Seagate Backup Exec 7.0, ARCServ, NT Backup, RCATS, Telnet, FTP, Seagate Backup 7.0, Solaris, Sun, Accelar, River bed, Linux/Unix/Asterisk, CiscoVoIP, VMWare, Citrix, GSM, UMTS, LTE, CDMA, TDMA

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Contractor position for BellevueTech - Project planning and implementation of large scale, multi-site national telcom infrastructure Avaya PBX Upgrade, enterprise wide Windows 7 Upgrade.
• Project Management tasks include Vendor selection, SoW, Contractor/Vendor Management for 8-site national Telcom Data Centers upgrade, creation of new Data Centers and new Disaster Recovery architecture to support Data and Voice MPLS solution.
• Process Analysis and Improvement, Change Request creation and documentation, Sharepoint document management, JIRA tracking and Reporting.
• Windows 7 Upgrade - Enterprise wide Call Center CRM/ Salesforce desktop and laptop upgrade for 600+ employees, 12 departments across 8 states.

Confidential

Project Manager

Responsibilities:

• Contractor position for ASM Web Department - Governance Planning, Process Architecture, Sharepoint, JIRA, internal tools and processes.
• IT Governance and Project Management tasks include ASM Web Analyst Workbench, OLTP Cross Departmental Wireless Process Analysis and Improvement, Change Management, Process creation and documentation/flowchart, Sharepoint Administration.
• Provided Mentorship, training and process improvement for Escalation paths and Cross-departmental Escalation Work flows and Mobility Apps service delivery models to cross silo teams to improve Customer Service and reduce Cost of Business.

Technologies: Mobility Architecture, SLM Process, JIRA, Cloud Computing

Confidential

Technical Program Manager

Responsibilities:

• Contract position for CSI Dept.- Architecture Engineering, DNS, Customer Service Infrastructure final tier 24/7 international support team.
• ITIL Service Management, coaching Best Practices and mentoring of senior Systems Engineers on Production Incident Response Queue best business practices, SLAs, customer focus and ownership methodology, promoting Best Practices and forward thinking.
• Process Improvement, Root Cause Analysis, BI and Business Continuity, Work-flow/flowcharts and Metrics decks driving across DCO, CSInfra, SysProd and ArchEng silos to streamline and drive out faults, MTTR, OA, Post-Mortem.
• Server and software licensing project with Strategic Vendor, Vendor Management, created annual “true-up” process architecture and conflict resolution roadmap for Server and Oracle licensing in Cloud environments.
• New Data Center Construction in China, upgraded existing data backup solution, accelerated Q4 project, worked with China DCM’s and vendors to implement and complete.
• Project planning, SCRUM Master, SCRUM/Kanban hybrid creation, Fixer/Facilitator for international Tier X support Engineering team, Code CR/CM Release Management.

Technologies: Code CR/CM Release Management, Oracle

Confidential

IT Support Manager

Responsibilities:

• Managed national 24/7 Customer focused Technical Support Operations for 5 company heterogeneous Windows Server, SQLServer enterprise in the Financial industry.
• Planned, purchased and implemented scalable network infrastructure, PC/OS X support solution for explosive growth and national coverage, annual budget grown from 4.2 million to 6.5.
• Hired, trained and mentored 12 person national Technical Support Department team, Sr. Systems Engineers, Sr. Network Admins, Network Admins, Telcom and Security Specialists and Tiered Desktop support personnel.
• Project Managed multiple corporate network enterprise infrastructure physical expansions, Data Center Design and Build-out, New Building construction and physical business moves, multiple national remote office build-outs and moves, network expansions and upgrades, web and desktop application rollouts, upgrades including Compellent SAN, web-apps using PMBOK, Agile, Waterfall.
• Ensured ITIL standards for QoS and SOPs, maintained SLAs and reported on, Help Desk/Incident Response, Service Level Management, Business Intelligence and Business Continuity planning, Change Management, Capacity Management and Problem Resolution.
• Managed Vendors and negotiated beneficial support and infrastructure upgrade contracts, RFP’s, invoice validation and cost control.
• Member of key planning staff, SCRUM & Agile methodology, web application and SDLC of SaaS applications and internal strategic file management solution, KPI monitoring.
• Designed and streamlined IT Procurement and Supply Chain process, worked with CFO to meet SOX financial client and Vendor SLA guidelines.

Technologies: PC/OS X support, SCRUM, SDLC

Confidential

Technical Services Manager

Responsibilities:

• Managed national Technical and Development Support Data Library and Support web based Solution in the Legal industry.
• Supported national technical Help Desk team for all American clients for MDLS managed database library services using custom SQLServer tools and SalesForce CRM.
• Project Planning for client software updates, upgrades and roll-outs.
• Performed Software/Hardware Implementations, Development Cycle and Cross- grades with local and remote customers.
• Oversight, direction and management of 5 person geographical diverse team, trained and implemented Problem Management and Change Management processes.
• Developed internal and client SOPs and workflow/flowchart documentation to enhance support and user experience.

Technologies: SQL tools and Sales Force CRM

Confidential

IT & Client Services Manager

Responsibilities:

• Managed both the IT Operations Tech Support Dept. Help Desk and Client Services Dept. for the Microsoft account & Puget Sound Region & Field Sites using MOM methodology.
• Improved delivery of service to client, faster, smarter, cheaper to 150+ local users and remote national and international SaaS E-Support sites for the entire Microsoft corporation.
• Project Managed IT infrastructure and application improvements to MSService Incident support model to directly impact MS customer experience and SLA’s
• Planned and Implemented Electronic Document Library solution to improve data management and information process flow
• Restructured Client Services group within account structure to leverage key internal resource and knowledge center to coincide with MS MOM support model
• Project Managed Production Maximo ERP and MSService software/network infrastructure Upgrade Project in Microsoft’s matrix based management/global data center and vendor environments
• Oversaw and improved Vendor Management to better align with business goals
• Instituted ITIL methodologies at all levels of engagement on Microsoft account, Service Management, Incident/Problem Resolution, Change Management for MSService and Maximo ERP
• Completed IT Security Review as part of annual deliverable to client
• Improved SLA’s metrics to client Microsoft by 15% in less than a year, QBR scorecard metrics
• Implemented internal Sharepoint data management solution to enhance delivery of service and internal processes and attended Sharepoint training as part of implementation plan
• Created collaborative Application development management team liaising with client IT structure and centralized corporate software data center

Technologies: SLA’s, ERP

Confidential

Support Engineer

• Tier 1-3 level technical support and project planning for proprietary RCATS Windows MSSQL, Server 2000/Linux OS hardware/software network monitoring solution for all major carriers, TDMA, CDMA, GSM, GPRS including WAP, UMTS and software development life cycle.
• Managed all client relations with AllTel Corp. to improve SLAs, QoS, created goals and resources structure to improve clarity and satisfaction of client
• Created internal Change/Order process with Development Team to improve Delivery of Service to client.
• Implemented standard Project Management standards to stream line application development and product delivery.
• Worked with Program Manager to design and deliver improved business model to client
• Participated in Product Application improvement cycle with regular bug-fix contributions

Technologies: Windows MSSQL, Server

Confidential

Personal Technology Assistant

Responsibilities:

• Providing professional non-tiered complete support for customer's OS, LAN/WAN, DNS, VoIP, webhosting/domains, billing for broadband DSL and T1.
• Proficiency in support of Microsoft OS, LAN and connectivity
• Strong working knowledge of Windows Office products and support
• Regularly acknowledged by customers and executives for providing highest customer service with demonstrated ability to effectively listen, solve problems
• Support in a high-pressure, commitment driven environment
• Proven ability to effectively communicate technical concepts to extremely technical and non-technical individuals

Technologies: OS, LAN/WAN, DNS, VoIP, webhosting/domains, billing for broadband DSL and T1

Confidential

IT Manager

Responsibilities:

• Managed all IT Enterprise Operations including technical support and admin. of heterogeneous LAN/WAN, Telecommunications, Compaq and Dell servers, Cisco routers, desktop support, roll-outs & projects, software licensing, for aerospace parts manufacturer, 200+ user base.
• Set up Customer Service oriented multi-tier, technical support plan.
• Proficiency in Windows 2003 Active Directory environment.
• Network admin for Win2000 LAN and desktop support for WinXP.
• Experience administering SQL Server, SQL Reporting Services.
• Supported Outlook Web Access/RAS connectivity via PDA's and laptops.
• Proven support of desktop software, MSOffice, Word, Excel, Powerpoint.
• Participated in LEAN and Kaizen Manufacturing Process as part of internal management team.
• Completed EDI, Electronic Data Information project upgrade working with Boeing IT team.

Technologies: EDI, SQL Server, SQL Reporting Services

Confidential

MIS PC/Network Manager

Responsibilities:

• Oversaw 24/7 LAN/WAN enterprise operations, network administration and maintenance projects, software/hardware and network/technical support for 500+ extended user base including national Call Center and Software Development department.
• Project Managed creation of satellite LAN for new Software Development Dept. at remote site.
• Managed Vendors to leverage knowledge transfer to internal resources.
• Supervised Enterprise Operations Help Desk for Multi-site WAN/LAN.
• Support and administration of Wireless Networking.
• Delivered highest level of Customer Service, exceeding established SLA's.
• Set up, installed new desktops, Compaq and SQL Servers.
• Planned and completed comprehensive server room retro-fit project as well as Disaster Recovery Plan within one business quarter.
• Completed Rapid Improvement Process training to improve company efficiency.

Technologies: WAN/LAN, SQL Servers