RICHARD HICKS

*** ***** ***.

DEKALB, IL *****

abhxbp@r.postjobfree.com

815-***-****

SUMMARY

IT professional with more than fifteen years of experience in data center infrastructure management, service delivery management, architecture and operations with a solid track record of delivering solutions and support that exceed customer expectations. Recognized by executive management for continually exceeding expectations. Extensive experience with OEM hardware support and management including Dell, Sun, EMC and various others. Key member of teams implementing and providing services to R&D environments in a number of remote locations both nationally and internationally.

EXPERIENCE

Tellabs, Inc., Naperville, IL

Title: Staff Infrastructure Engineer July 2013 – Present

Function: Daily Operations Management (Team Lead)

Activities and duties:

• Responsible for service delivery management with the managed service provider.

• Responsible for overseeing the day to day operation of a high performing, integrated, communicative team consisting of varied skill sets on daily tasks as needed.

• Determine direction and resolution of operational issues.

• Responsible for design, management and oversight of virtual and physical server environment.

• Make and implement decisions on operational issues.

• Determine and develop global processes and standards.

• Ensure the availability of the server infrastructure, troubleshooting complex server issues, and engaging with customers to design solutions.

• Responsible for handling special requests from customers in order to ascertain their needs and create a resolution or channel the request to the proper resources.

• Manage multiple small to medium scale (3 – 6 month) projects utilizing both internal and external resources for planning and execution.

• Acts as an escalation point for Tier 2 and Tier 3 resources and oversee activities performed by those levels to ensure that defined processes are being followed.

• Direct work for internal staff, contractors, and other third parties as part of daily operations or projects. Delegate tasks and manage workloads for such resources.

• Perform budgetary activities including forecasting, future planning and reconciliation.

• Enforce, approve and review changes by utilizing the ITIL process.

• Collect and process information from varied sources for presentation to senior management.

Lead Systems Specialist February 2006 – June 2013

Part of a multiple person team managing several hundred Sun Solaris and Red Hat Enterprise servers. Responsibilities included primary support for business application and research and development environments locally, nationally and internationally. Additionally, provided primary support for customer portal and ftp services. Responsible for participating in and implementing internal projects, day to day operations support for local and remote facilities (including on-call support), and primary SME role for all Solaris/Linux environments in remote locations. Additionally, responsible for the administration of EMC based SANs in multiple locations in China and India. Created scripts to automate routine activities such as account creation and other activities.

Acting as the Technical Lead for the transition of in house tier 1/2 support to a managed service provider. This effort included the creation of the statement of work, knowledge transfer and transitioning to the provider. Currently acting as primary contact for provider and addressing of tier 3 escalations.

Key accomplishments during this time:

- Design and roll-out of R&D server environments for facilities in Dallas, China, and multiple locations in India.

- Redesign and implementation of server environment for China facility due to consolidation of multiple sites into one location.

- Identified as key contributor for IT department for consistently exceeding expectations.

Senior Systems Specialist May 2000 – January 2006

Primary support and administration for all Solaris based workstations. Created and maintained jumpstart solution for installing Solaris operating system. Part of a multiple member team responsible for administration of several hundred Solaris and Linux servers supporting engineering R&D area for Tellabs. Primary responsibility for managing all aspects of servers for general Tellabs user community. Also responsible for maintaining Argent systems for server monitoring.

Commonwealth Edison Byron Nuclear Plant, Byron, IL July 1985 – April 2000

System Administrator, Programmer and Plant Operator

Provided maintenance, upgrade and support of UNIX based computer systems within a nuclear power station. The environment included both SunOS and Solaris servers. Creation and support of software using Visual Basic and Access tools to support plant personnel.

Additionally, began career at Commonwealth Edison as an in plant equipment operator who was responsible for equipment monitoring, startup, shutdown and testing to meet nuclear industry requirements. After four and a half years was promoted to management and began IT related activities.

Northern Illinois University, Dekalb, IL August 1981 – July 1985

Clerk

Scheduling and maintaining of student schedules and physical space.

EDUCATION

Business and Computer Science, Associates Degree May 1982

Kishwaukee Community College, Malta, IL

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