SUMMARY:

• Internal and External Client/Stakeholder Management and Vendor Negotiation Skills
• Thought Leader in the Application of ITIL based Principles to Service Management Process Improvement, Security Management, and Business Intelligence Reporting (Tableau and Splunk)
• IT Operations Strategic Planning and Project Management for Global Organizations
• Fluent in Spanish
• Expert Knowledge of windows, back office, and infrastructure Technology Vendor Space with specialty in integration across systems (BizTalk, SharePoint, and Salesforce.com)
• IT Application Portfolio Budgeting & Management
• Incident and Problem Management Service Design
• System / Environment Architecture Design Best Practices (Active Directory and SSO)

TECHNICAL SKILLS:

Methodologies: ITIL (Foundation Certified), SDLC, SSDLC, CMM, Use Case Development, Waterfall, and Agile / Scrum

Skills and Languages: Expert MS Office and MS Project knowledge, Microsoft Visio, SharePoint, Team Foundation Server (TFS), Visual Basic for Applications (VBA), Scripting, Tableau, Splunk, Networking Technologies (TCP/IP), Virtualization, Disaster Recovery (DR), Soft Skills (provided by IT Group International), SWOT Analysis, Project Management (Learning Tree Management Institute), Employee Development (Development Dimensions Workshop), fluent in Spanish

Microsoft Systems: Windows Server (IIS / Active Directory / Clustering), SharePoint, BizTalk, SQL Server, SQL Server Integration Services (SSIS)

Other Systems: Service Now, Informatica Life Cycle Management (ILM) Oracle database, Oracle (E1), CA Service Virtualization, HP Performance Center, Clear Quest, AIX, EMC Storage, VMware, F5 Load Balancers, NetQoS, Tripwire, Aveksa (Identity Access Management), IBM AppScan, BMC Control - M, iOS, Amazon Web Services (AWS), Google Search Appliance (GSA), and exposure to Salesforce.com

PROFESSIONAL EXPERIENCE:

Confidential, Newark NJ

IT Test Manager Shared Testing Services

• Provide technical leadership and internal consulting to the Shared Testing Services Team within the Software Quality Assurance department.
• Interpret business requirements, technical requirements, infrastructure diagrams, architectural diagrams, and other supporting documentation to provide solutions to members of the application development, software quality assurance, user acceptance testing, and business process testing teams across a variety of shared testing services.
• Responsible for management of the day - to-day activities of consultants associated with the fulfillment of requests for Infrastructure Testing, Test Data Management, Test Environment Management, Test Automation, Performance Testing, Security Testing, Test Tools Configuration and Support, and Test Process Management.
• Continuously enhance the services through implementation planning and execution using metrics to demonstrate success. Prepares ROI on service improvements and ensures those returns are realized accordingly.
• Evaluate service-based needs and architects test solutions that ensure complete coverage of requirements and objectives of the services.
• Document and socialize testing proposals to stakeholders to obtain feedback and consensus before executing.
• Prepare documentation outlining the status of the project and key recommendations and present that status to stakeholders.
• Ensure outsourced resource staff meets all regulatory requirements and comprehends and complies with best practices, professional standards, internal policies and procedures.

Confidential, New York, NY

IT Manager / Service Manager

• Took the overall leadership and ownership of the Corporate Legal Services IT Service Management activities for the business unit of a Netherlands based information services provider.
• Carried out incident resolution and system recovery steps across back office, front office, and customized software products supporting a $400M revenue stream with approximately $6-$10M investment budget.
• Evaluated and supported process delivery areas for onsite and offshore 24X7X365 support coverage, Incident Problem Management System application inventory, and communication channels to ensure business teams and stakeholders were informed.
• Handled severity 1 incidents and emergency change approvals that included plans of action to minimize downtime to the business. Attended and managed security incidents and established plans of actions to mitigate risks.
• Reviewed SLA(s) with the business operations and technology departments to ensure services were properly documented and followed for existing and future product offerings.
• Steered the ITIL based ITSM function for incident management, problem management, capacity planning, and change management process areas for windows / oracle based applications.
• Supported security program capabilities focused on vendor file management (establishing SFTP capabilities).
• Evaluated process definition areas, staffing, training, and partnership strengthening between the Global Shared Services group and Web Software Engineering.
• Supported the IT organization in transitioning a new internal and external technical support desk function as part of an operational improvement initiative. This allowed the systems engineering team to focus on valued added activities for new product releases.
• Ensured vendor and partner services aligned with the needs of the organization. Coordinated and conducted kickoff meetings to review year over year incident trends. The session established a roadmap for future process and availability improvement plans and provided visibility into upcoming office WAN improvements, Windows OS upgrades, new self managed vendor Dev/ Test environment cloud options and Office 365 transformation.
• Accountable for improvement plans which yielded 44% decrease in application incidents and 58% reduction in batch failure rates from the previous year. Received strong positive feedback from internal and external customers on system uptime and performance improvements.
• Conducted Splunk POC to gather IT Operations insights to identify trends across various ticketing systems.
• Collaborated with directors and department managers during budget planning exercises on infrastructure spend and the business application portfolio pipeline of over 40 project / MLRB items.
• Lead the IT Management duties for a group of system engineers and vendors supporting the build and deployment of cloud platforms running windows and Oracle.
• Led a team of onsite and offshore system engineers that supported Web and Mobile Applications running on Microsoft platforms. Provided consulting services to internal customers to support their project needs.
• Work entailed setup and configuration of Microsoft, Enterprise 1 (E1), and Salesforce.com Integrations. Application deployments covered IIS 8.0 versions, installation/administration of Windows 2008 and 2012; as well as Database Backend systems that included some of the latest versions of Oracle and MS SQL server 2005/2008.
• Acted as point of contact for KPMG / SSAS16 security audits to review PCI compliance and adherence to IT access control policies and procedures. Worked with technical teams and the Security Office to address critical audit violations, which resulted in better penetration test results year over year.
• Fulfilled role as acting Director as needed for the last 3 years.
• Established IT Roadmap for current application and infrastructure projects supporting about 35 business initiatives.
• Handled project management responsibilities and allocated work to direct reports.
• Assisted with training new candidates with current business processes. Performed hiring and screening of potential candidates.
• Implemented a storage transformation project leveraging current EMC storage solution with minimal disruption to the business. Received Award of Recognition of Commitment & Dedication to the ERP (E1) Program August 26, 2013. Certificate of Excellence for Delivering the ERP (E1) Upgrade - One Week Early and On Budget.
• Conducted goal setting sessions, quarterly performance reviews, and coaching via PeopleSoft system.
• Participated and conducted strategy-planning sessions with the team and IT departments. This led to improved service offerings and deployment automation strategies in the technology organization.
• Presented and supported the implementation of deployment automation solutions to align with various department DevOps initiatives running on third party tools and Microsoft TFS (Team Foundation Server) Release Manager.
• Coordinated the incident response team schedule across business critical applications. Acted as escalation point for severity 1 incidents. Reviewed and approved emergency production support releases and recommended plans of action with the IT department.
• Attended weekly Change Activity Board (CAB) meetings to review and approve upcoming infrastructure and recurring maintenance changes.
• Provided architectural and design recommendations for near zero downtime system deployments for a mobile Law Firm Sales offering.
• Handled disaster recovery (DR) exercises and data center move activities for 400 servers. Projects involved coordinating meetings with other business units and IAAS (Infrastructure as a Service) providers. Received the Award of Excellence for contribution, dedication, and teamwork in making the program a success.
• Established Employee Engagement Programs for various software engineering groups as a member of the Employee Engagement Committee Task Force. Lead the efforts to establish technical training programs and a flexible work from home policies for a pilot at the New York office.

Senior Systems Engineer

Confidential

• Build, migrate/deploy, install, configure, and troubleshoot Web Applications running on Microsoft platforms supporting IIS 5.0 - IIS 7.0 versions.
• Installed and administered Windows SharePoint Services 2.0/3.0, Commerce Server, .NET Framework 1.1 to 3.0, BizTalk 2000/2004, and supported Microsoft Clustering technologies.
• Monitored systems on ISIS console and Keynote tools. Provided trending reports for analysis.
• Tasks involved light MS VB and Power shell scripting.
• Database backend systems experience included installation and configuration of Oracle 8.1/9.2 and MS SQL server 2000/2005.
• Provided L2 on call rotation support.
• Fulfilled role as acting manager as needed for the last 4 years.
• Handled project management responsibilities.
• Mentored new team members and assisted in the hiring and screening process of potential candidates.
• Provided on-going support for all Microsoft applications in production, training, QA, and development.
• Support activities involved working closely with multiple onshore/offshore Software Engineering teams, Project Management, Network Operations, Business Management, Marketing, Product Development, Vendors, and Support Services. Updated defects and tickets via Mercury Quality Center, Remedy, and Salesforce.com.
• Worked with vendors to support various virtualization projects using the VMware platform.
• Executed, implemented, and enforced rules, procedures, and security standards for accessing all server resources in all environments.
• Collaborated with development leads to establish and document build and support procedures for Microsoft Team Foundation Server (TFS).
• Participated in disaster recovery exercises and data center move activities. The data center move projects covered planning and implementing the cutover strategy of 64 test and production servers. Tasks involved seeding critical production systems, email server consolidation, upgrading load balancer solutions to F5 Big IP, and setup and configuration of a new EMC enterprise storage solution to replace a legacy file store system.
• Documented project processes and pro-active system maintenance tasks.
• Standardized a proactive approach for troubleshooting BizTalk 2004 E-billing interfaces for the back office team.
• Implemented project activity tracking methods to gather work and task related metrics from build/migration requests and support functions. This enabled management (at a functional and executive level) to quantify and better understand team responsibilities, effort, resource allocation, and build/migration details such as build failures.
• Planned, coordinated, and successfully implemented a State Management Server upgrade that impacted all applications across test and production environments.

Confidential, Randolph, NJ

Senior Systems Engineer and Information Systems Analyst

• Managed and performed the deployment of various web based systems running on MS .NET 1.1 Framework.
• Supported the daily maintenance, migration, and implementation of all business critical applications including Windows XP desktop, Windows SharePoint Services 2, Windows 2000 server, SQL Server 2000 databases, Catalyze3.1 Enterprise, and web applications running on IIS 5.0.
• Coordinated the technical implementation and promotion of upgrades, patches, code releases, and database changes. Database changes involved applying scripts using Query Analyzer, running DTS packages, and restoring databases from scheduled backups.
• Installed and configured web and database production servers for large to mid-sized companies (clients included Cendant Corporation, XL Group, SES Americom, Cytec Industries and Affinion) and coordinated efforts to determine and prevent any security vulnerabilities. This included the installation and configuration of SSL Certificates and the registration of client specific domain names.
• Installed and configured severs that hosted development, QA, documentation, and client training sites. Updated customer resource web pages using ASP.
• Worked closely with customers, developers, business analysts, consultants, vendors, client support teams, client infrastructure teams, and executives to support various HR critical applications, resolve software and network issues, and recommend timely and cost effective solutions.
• Created and maintained necessary technical, user, system, and software build documentation. Documentation entailed customer support process and procedures and system configuration references.
• Assisted users as the technical resource for application support procedures, policies, and technology.
• Performed unit and systems testing on various MS Access, MS Excel, Visual Basic for Applications business systems, and Web based systems.
• Developed formal client test reports and User Manual documentation based on unit and system test activities.
• Recommended improvements on user interfaces for these applications to comply with client business requirements and enhancement requests.
• Provided 24 X 7 client end product support and resolution via remote desktop, email, Blackberry device, and telephone.

Confidential, Washington

Information Systems Analyst & Database Administrator

• Developed various applications in MS Access, MS Excel, PowerPoint and Visual Basic to measure the supplier, internal, and deliverable quality of BCAG (Boeing Commercial Airplane Group) business products. These applications are used to improve training, communication, and business performance between the upstream and downstream customers. These applications have reduced errors by 70% and turnaround time by 30%.
• Trained key personnel to use developed applications.
• Administered and enhanced the performance of databases that are used in the daily production processes of a number of business groups.
• Analyzed enterprise system network to reduce network load, limit downtime, and optimize computing resources.
• Devised and implemented a migration plan to import legacy system computer-aided design (CAD) models into a new illustration application system. Received a Dedication to Excellence Recognition Award for improvements to the software test cycle of a CAD image database system and for providing valuable feedback to improve the quality of the code design.
• Tested new CAD software releases to identify bugs and recommend usability improvements. Received a Certificate of Achievement for outstanding system support with a CAD system baseline release.
• Tracked and reported on CAD software related problems that end users may experience.
• Acted as liaison between system program managers and end users.
• Provided technical guidance on Windows NT 4.0 and Microsoft BackOffice for the business group.
• Responsible for system training and skill level enhancement for a group of forty engineers and technical designers.
• Resolved training issues and scheduling conflicts.
• Planned and produced wire bundle installation drawings to clearly illustrate and accurately depict the physical placement of wire bundles and electrical equipment for various aircraft models.
• Trained designers at all levels of experience with the most conventional methods of computer generated illustrations and drawing techniques.
• Allocated workload among the Technical Design Group.