Skills

Professional Summary

With 15 years of experience in IT operations and consulting, contribute as Infrastructure/ITIL Architect Service Manager in designing, deploying, planning, transitioning IT infrastructure and/or service operations to optimally support application environments by utilizing process management, project management and vendor management skills.

IT Service Management:

Based on organizational maturity, streamline and automate ITSM processes with greater visibility and control through increased utilization of leading Vendors' BSM, ITSM, ITAM and ESM/NOC tools and their capabilities for workflow modeling from element to organizational level. Integrate and improve service desk, technical, and application support operations ensuring service resiliency in the overall design.

Process Consulting and Organizational design:

Process improvement and BPM. Organizational structure, functions, workflows, resource models, roles, responsibilities, policy and procedures. Strategic planning and feasibility studies analyzing technical, financial, implementation and operational viabilities.

Access, Networking, and Application infrastructure:

Solution life cycle by assessing needs, current state, analyzing pain points, architecting designing solution, selecting vendors, products solutions, managing their deployment and transition. Design operational resilience ensuring scalability, continuity, capacity, and performance optimization through fault tolerance, load balancing, clustering, virtualization, high availability, business continuity disaster recovery, backup, recovery and archiving, Workload forecasting, platform sizing, capacity optimization on physical, grid and cloud platforms.

Application Deployment Technical support Operations:

Hands-on with installing and configuring hardware and software packages, administering, and supporting their operations. In-depth understanding of technical specifications, drawings, diagrams, enterprise architecture frameworks, technologies, methodologies, standards, and their best practice trends. Lead technical teams from operations and matrix resources, seeking diverse views to encourage improvement and innovation and team building.

Project Management:

Implementation support to projects, delivering designs, roadmaps, dependency and impact analysis, deployment and transition plans, and project deliverables per detailed requirements and goals of project sponsors complying with prevailing policies, procedures, practices, and methodologies while managing strategy, planning, risk mitigation, scope, change control, subcontractor oversight, quality, cost, schedule, performance monitoring of project delivery, SOWs, RFPs.

Vendor Management:

Strategic insourcing and outsourcing. Vendor selection, hardware and software package selection. Mapping vendor capabilities and resources for scoping and structuring services and solutions. Structuring and scoping managed and hosted services with detailed sourcing and termination strategies. Guide RFP preparation. Plan and direct transitioning including Asset/resource transferring. Formulating effective performance matrices and SLAs, monitoring, conduct escalation, review, coordination and contract administration.

Employment History:

Confidential

Infrastructure Project Manager/Consultant

Responsibilities:

• Managed service tickets for requests, incidents, and problems involving full range of enterprise technical support operations from systems, applications, desktop support and service desk operations with urgent and complicated support issues utilizing REMEDY Service Desk platform for assigning, tracking, monitoring, escalating and closing to ensure consistent delivery of services and oversee performance management, resource scheduling, ticket monitoring, and reporting activities for the team. Acted as escalation point/QueMgr for all requests and incidents, developed and matured phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Supervised and performed all procedures related to the identification, prioritization, and resolution of end user help requests. Created SLA-based reports, wide ranges of enterprise asset reports, performance reports, dashboards and KPI matrices for management control by utilizing BMC Analytics with built-in Business Object CMS.
• Assisted with transition planning and enterprise deployment of BMC ITSM 7.6 platform Tools and application stack. Contributed with process management and ITIL service framework expertise in building, realigning and improving enterprise service management functions, processes and tool-oriented workflows. Recommended implementation of new procedures, performed technical documentation and offered training on workflow management while refining day-to-day user, platform and application support as well as IT asset management, activities. Responsibilities included all Remedy Implementation on version 6 and migrating to version 7 of the ITSM suite.
• Integrated systems monitoring and management for better and systematic service control operations providing technical input into business case analyses and support analysis of technical alternatives. Proposed and created more templates for Incident Management, Change Management, Release Management, Problem Management, asset management and configuration Management using both process knowledge combined with tools features and capabilities.
• As ISIT coordinator of corporate ITAM group, managing several hundred millions' dollars of active IT assets worldwide, conducted BU-wide annual asset inventory performing asset reconciliation to ensure accuracy of CI/CMDB/Asset Repository relative to financial reports and physical inventory, to bring down annual BU written-off cost to minimum every fiscal end. Ran and coordinated routine asset management initiatives and activities, such as, hardware and software discovery, software license audit, cost optimization, vendor coordination, verifying checks and control utilizing BMC ITSM Asset Mgt. platform. Developed expert level skills on ITAM processes, workflows, tools capabilities, and cross-functional interfaces. Monitored processes, asset refreshes, disposals, controls, and asset reports pursuing changes needed in policy, procedures, awareness, and performance goal for improved bottom-line results.
• Established and ran new BU field support operations for servicing 400 customers by scoping and offering level II support services by integrating with ITSM processes and by adopting consistent BU operational standards and cost structure while minimizing charge backs. Scope included deskside support, asset refreshes and associated logistics, LAN/WAN support, phone print services, local domain infrastructures, asset inventory coordination, as well as end-user engineering consisting of research projects, testing of user environment, hardware and software configurations, software rollouts, platform migration, desktop images, PC encryption and security.
• As Infrastructure architect, participated in infrastructure architecting and solution design efforts in support of ongoing projects and RFP processes. Rendered proof of concept, conceptual design, and detailed design on platform and network architecture and solutions, business continuity/disaster recovery solutions, high availability schemes, capacity management proposals, backup, recovery and archiving solutions, and various ITSM/Support capability enhancement recommendations to various ongoing projects for internal and external clients.
• As certified IBM ECM COTS Solution Architect and Application Administrator worked along solution delivery life cycle conducting client working sessions, current state assessments of technology and process architecture with use cases and industry best practices for solution definition. Produced deliverables: current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, and training plans. Provided design and planning expertise in support of building and delivering ECM solutions involving processes and data structures to designing of user interface, data storage, and system architecture to configuring P8 platform and its application packages for solution implementation.

Confidential

• Implemented Agency's redesigned IT Infrastructure from inception to end in support of modernizing Virginia Department of Taxation operations, a flagship enterprise project of CGI. Coordinated requirements and design until technical architecture was finalized. Facilitated planning activities, acquisition processes. Procuring products and services from vendors and deployed infrastructure systems and security infrastructure in phases. Established customer and technical support operations blueprinted on ITIL framework by implementing needed changes in organizational structure, function, roles, and responsibilities to support newly defined processes for IT operations of VATAX agency.
• Moved several thousand users from mainframe to client-server environment by rolling out end-user systems and services while managing user profiles, requirements and system images during the transition. Deployment scope also included software distribution capability, AD/NDS integration, Remedy Helpdesk function, Desktop and Field Supports, and technical support operations. Transition of networks into campus, office LAN and WAN connecting remote offices, voice solution, remote access/VPN, backup and recovery and security infrastructure. Performed detailed deployment and transition planning and carried out staging, configuration and testing of broad set of hardware and software packages while transiting into agency's application production environment. Delivered integrated 'Systems and Network Management' solution engaging leading vendors ITSM platforms and application stack included applications management framework, and Tivoli automated batch and printing while supervising their deployment, customization, testing and training till production. Assisted with design and implementation of SLA and KPI driven controls and reporting system.

ENVIRONMENTS:

Windows, UNIX and Middleware platforms, Websphere, WebLogic, NetApp, EMC. Core, Aggregation, Backbone, Branch Office Networks. SDLC, ATM, IP, MPLS and WAN Optimization. VOIP, UCS, IVR, PBX, CENTEX, WebEx. ORACLE MS SQL DBs, BPMN, Business Object. RHEL, VMware, CITRIX, CISCO/F5, RDS, VDI, GHOST, Exchange, Notes, BES, Cisco Nortel VPN, Firewalls, RNAS, Sophos, PKI, AD, SSL, LDAP. BMC Analytics, REMEDY, ITSM 7.6, CMDB, ATRIUM, Microsoft MySQL, IIS, MS Office, Project/EPM, and Visio. End-user engineering, Desktop, LAN and Service Desk support. ECM: FileNet P8, SharePoint enterprise architecture.

Confidential

Infrastructure Project Manager/Consultant

Responsibilities Accomplishments:

• Presented justification and performed end to end project management in successfully implementing Ohio Department of Job and Family Services Agency's largest 'Campus infrastructure upgrade' project, deploying high-speed ATM switched internetwork core, access, aggregation, farm to incorporate capacity and multi-layer redundancy based on CISCO-recommended architecture and technologies. Closely worked with stakeholders and team members for dependency, impact and contingency planning. Data infrastructure supported over 20,000 agency nodes statewide, covering 88 counties, accessing applications databases on mainframe client-server platforms residing in campus data centers.
• Advised client on cost-effective alternatives, such as server consolidation, outsourcing with improved SLA options. Spearheaded 'Enterprise Server Relocation' project proposing solution for consolidating and alleviating thermal overload of agency's primary data center after performing enterprise impact and dependency analysis. Delivered planning and supervised execution including building new serviced facility and successfully relocated 40 server units, minimizing risk and impact to production environment maintaining proactive enterprise-wide communication. Provided planning assistance with infrastructure roadmap and workload estimation/capacity needs for annual budgeting and long-term planning.
• Headed dedicated team for successfully completing Agency's Y2K Project for statewide distributed client server computing environment, consisting of UNIX, NetWare and NT platforms on due diligence basis to mitigate Y2K-associated risks. During progress of work, team performed IT asset discovery and ran software and hardware inventory of approx. 18,000 nodes, 375 servers, 400 infrastructure equipment, and several thousand software components within scope. Built accurate asset database and updated large volume of technical documentation, incl. drawings and diagrams.
• Led workgroups in gathering requirements, driven by 'Statewide Automated Child Welfare Information Systems' need for 24/7 access to selective network resources. Conducted feasibility study in proposing conceptual design of enterprise solution for large-scale remote access facility for Agency of 23,500 employees and case workers in 88 counties. Carried out pre-project scoping, conducted due diligence and prepared initial plans for implementation.
• Assessed and documented the performance, architecture and security specifications of the existing CHECKPOINT firewall and Novell's BorderManager features and functionalities. Proposed recommendation for implementing an advanced architecture supporting 'High Availability' OPSEC-compliant application featuring hot-failover and load balancing and incorporating DMZ and other performance and security enhancement features.

ENVIRONMENT: Mainframe, SOLARIS, AIX, Novell, NT, Websphere, RAID, FC, SCSI, SAN, NAS. Campus and office Networks : LAN, DHCP, WAN, DNS, VLAN, SONET, ATM, SNMP, RMON, MIBS, BGP, OSPF, HSRP, VRRP, STP, IEEE802.x, ACL, DS3, OC3, OC12, TDM, ACD, IVR, PBX, CENTEX, AV systems. ORACLE SQL DBs, CITRIX, GHOST, Exchange, Notes, CheckPoint, PIX, OPSEC HA, NDS, SSL, LDAP. BMC REMEDY 7.0, HP OPENVIEW, ITO, NNMI, NetMatrix, Perfview, GlancePlus, Silverado, ManageWise, EcoScope, LANDesk Websphere, Apache, Microsoft NT, IIS, MS Office.

Confidential

Communications Specialist

Responsibilities:

• Performed administration, and maintenance of heterogeneous systems, networks and applications including peripherals, multiplatform LANs, private network for EDI, remote access and Internet access, telecom infrastructure, Frame Relay-based WAN servicing 22 offices nationwide while performing full technical support activities, fault and configuration management of wide range of multi-vendor hardware and peripherals. Carried out product evaluation, selection, installation, and configuration of hardware and software packages running large-scale EDI communications and Linux-based application servers and assisting with day to day UNIX system and network administration.
• Conducted traffic and capacity analysis and load balancing with high availability in mind. Migrated legacy LAN to Fast Ethernet technology with expansion path to campus ATM and Gigabit technology for backbone and uplinks to server farms. Established VLAN and other SNMP based features company-wide on all-switch-based network.
• Designed structured network cabling for corporate office and several major remote offices. Developed project plans, specifications and prepared technical and commercial terms for RFP. Supervised implementation and became well versed with codes and standards for building data network infrastructure. Generated large volume of technical documentation, work procedures, workflows, schematics, circuit and as-built drawings of systems, networks, and EDI operations for company Intranet use.

ENVIRONMENT: AS400, HP-UX, RedHat LINUX, APACHE, ORACLE, RAID, SCSI, ISP, LAN, DHCP, VLAN,SNMP, RMON, WAN, Frame Relay, DNS, T1, E1, DS3, OC3, BGP, OSPF, HSRP, STP, IEEE802.x, ACL, PIX, EDI, ODBC, API, C , PL/SQL, SPSS, and SAS.