G eorge Breen

*** ******’s Court, Alpharetta, GA 30004

404-***-**** (C)

acdywo@r.postjobfree.com

PROFESSIONAL SUMMARY

Energetic senior support manager with many years of experience developing high-morale technical teams.

Extensive background in Incident, Problem, Request and Access Management. Managed customer care,

server and desktop administrators as well as service desk technicians in both first and second level

management roles, promoting qualified technicians into management repeatedly. Saved company more than

$750K by consolidating previously-outsourced services internally while improving customer service. Project-

managed the integration of disparate IT systems during multiple corporate acquisitions both domestic and

international. Managed budgets for multi-site operations in excess of $2M. Superior analytical and

communication skills.

P ROFESSIONAL EXPERIENCE

WorldPay – Senior Service Desk & Desktop Support Manager, A tlanta GA

2 007 - 2013

Created and managed a department responsible for Service Desk, Desktop Support and Access

Management functions in a customer-focused manner.

• Proposed, designed and implemented in-house solution for WorldPay’s Service Desk and

Desktop Support functions. Annual savings: approximately $750K.

• Implemented and administered Service Desk Express ticketing application where there was

previously no formal incident management. Created all processes associated with Service Desk,

user security and a variety of other functions.

• Responsible for user rights administration across 20+ internally-developed applications

• Implemented and administered SailPoint IdentityIQ user rights auditing application to improve

company’s PCI stance.

• Provided IT interface for a variety of internal and externally-run PCI (Payment Card Industry) and

SOX audits.

• Conducted a company-wide PC/laptop upgrade, replacing app. 800 older units

• Coordinated a company-wide transition from XP to Windows 7

• Developed, implemented and maintained a series of Joiners/Movers/Leavers processes.

• Managed technicians via ITIL-based system of regular metrics and adherence to SLA’s.

• Managed processes associated with the deployment and administration of 500+ iPads in support

of WorldPay’s initiative to upgrade the sales force’s tool suite.

S 1 - Senior Technical Manager, Atlanta, GA 2000 – 2006

Recruited to integrate a diverse group of 20+ System and Desktop Support Administrators at 12

locations in 5 countries into a coherent, process-driven team. Worked closely with upper

management throughout the company in support of business initiatives, most importantly the

integration of staff and systems at companies acquired by S1. Team was responsible for the

installation, maintenance and security of all corporate IT infrastructure systems as well as the

700+ servers that made up S1’s development environments.

Handled a $2M+ annual budget and consistently met or exceeded all budget targets

Migrated entire company PC fleet from Windows NT to Windows XP.

Standardized email delivery from a variety of disparate systems on to a single Exchange 5.5

implementation.

Standardized Intel server systems domestically from HP to IBM, saving over $1M in lease costs.

Rolled out eTrust Anti-Virus to all of S1’s Windows systems, providing ubiquitous AV coverage

and saving $20K annually by consolidating a multitude of different AV systems.

Project-led the integration of the IT operations and personnel of acquired businesses: Mosaic

(2005), XNet (2004), Point (2003) Regency Systems (2002) and SDI (2002).

Provided SOX, SAS70, FFIEC, internal, and customer-mandated audit information and

established several new processes to ensure S1’s compliance with regulations.

Instituted a standardized server implementation process that ensured all systems were

configured in a secure regulated manner.

Working with others in the IT department, designed and implemented a practical and effective

ITIL-based Change Management system throughout company.

Measurably improved availability of all critical 24X7 systems, both internal and customer-facing

(S1.com, S1’s customer support sites, etc.) by implementing highly available architectures,

establishing published SLA’s and reporting sophisticated metrics on a monthly basis.

Developed over 30 employees while losing only 2 to voluntary departures in 6 years.

Consistently attracted talented and motivated technicians, promoting nearly 50% of staff during

my stint at S1, one into a leadership role over S1’s Help Desk and Desktop Support teams.

IBM Global Services - Systems Mgmt Integration Professional, Alpharetta, GA 1999 - 2000

Worked across multiple large IT departments to determine and gather metrics from the various AT&T IT

departments – measurements which were later incorporated into the contract between IBM and AT&T.

This was the largest single IT out-sourcing deal worked by IBM in terms of headcount at the time and was

worth $750M annually.

Helped create and gather metrics related to all of the IT systems in scope for the AT&T-to-IBM

outsourcing deal.

Developed automated data-gathering tool to minimize time spent gathering system metrics.

This resulted in collapsing a process that had originally required two weeks effort per month

down to 2 hours.

Led Performance Improvement Team to analyze fault data, perform root cause analysis and

coordinate improvement efforts. Reduced AT&T’s billing system abends (abnormal ends) by 80%

over 2 years. These systems were the largest billing systems in the US at the time.

Project Coordinator and Operational Readiness administrator for the transition of production

processing functions for a large US Federal Government billing application.

Designed Operational Readiness Checklist for cross-platform (UNIX/MVS) application scheduler

implementation.

Coordinated conversion project for MVS legacy systems from CA7/11 scheduling software to

New Dimension Control M/R/O software on multiple large billing applications.

EDUCATION and CERTIFICATIONS

Associates of Computer Science from Rogers State University, 1998

ITIL Foundation Certificate in IT Service Management, 2004

TECHNICAL SKILLS and ADDITIONAL TRAINING

Areas of Expertise

Customer Support Service Level Agreements

End User Support Service Delivery Management

Desktop Technology Global Systems Support

Service Quality

Metrics

Methodology Training

Project Management Practices

ISO 9000 in a Computing Environment

Business Continuity

Disaster Recovery Fundamentals

ITIL practices, including Change Control, Incident

& Problem Management

OS, Applications and More

Windows NT 4.0, Windows XP and Windows 7 CA BriteStore

Windows Server 2000 and 2003 Nessus Scanning

Active Directory User Management Visual Basic 5.0

Exchange 5.5 and 2003 CipherTrust Ironmail

Symantec CheckPoint CA 7 / CA 11

Symantec EndPoint Protection New Dimension Scheduling

BMC Service Desk Express EMC Clariion and Symetrix

Compuware Changepoint NetApps SAN

SailPoint IdentityIQ Cisco VPN

RightFax Lync Instant Messenger

RSA Authentication Manager

CA eTrust AV

Microsoft Dynamics CRM

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