Decades of systems, operation and subject matter expertise including multi-corporate ITIL projects, design/delivery of corporate wide trainings, and the implementation of 1000s of enterprise packages and server builds within static and dynamic environments.

26 years of managing small to mid-size teams engaged in multiple projects to ensure service deliveries and mission completions as well as the use of tact and diplomacy while dealing with technical and non-technical staff insuring efficiency during periods of considerable pressure.

23 years of technical infrastructure design with hands on proficiency in configuration, implementation, optimization, troubleshooting of LAN/WANs, Desktops, Laptop and other mobile devices, IIS / Terminal / Utility Windows Servers, SharePoint

16 years of subject matter expertise and infrastructure design including capacity planning, performance monitoring, corporate policy and SLA negotiation utilizing IT Services Management (ITSM), Sarbanes Oxley (SOX) and ISO 9001:2000 methodologies.

15 years of involvement and expertise administering complex, heterogeneous, enterprise, and cross-platform environments utilizing tools such as Active Directory, CA Unicenter Suite and SharePoint.

13 years of proficiency employing Active Directory, Networking and e-Business applications administration.

6 years of IIS and .NET support focusing on the building and maintenance of hundreds of Front and Back End Server as well as the custom and OTB programs that handled millions of tractions and trade dollars.

Accomplishments

IT Service Management

Implemented ITSM best practices and business services for a global insurance organization; this included Service Level, Change, Incident, Problem, and Business Continuity Management across all technology and organizational functions within the IS environment.

Data Center Consolidation

Performed data center consolidation, workload planning, migration, and implementation projects for various industries. These projects ranged in size and scope that included migrations to newer technology operating environments, storage technologies, and workload processing.

Planning and Migration

Executed the storage and systems analysis and planning, and implementation including all enterprise wide storage mediums used to migrate data to newer technology storage devices and align the data to the appropriate storage technology to satisfy usage requirements.

Training

Built and conducted weekly trainings for user groups, trainers, management, and technical support as well as government agencies, business institutions, project teams and temporary employees. The series covered security policies, procedures and profiles for local and remote uses, internal and external access to site servers and desktop software.

Key Qualifications and Skills

Business

Business Development, Strategic Initiatives. Project Management, Disaster Recovery, Efficient Training, Strategic Business Planning, ISO 9000:2000 / 2001 Methods, System Conversion, Change and Configuration Management, Operational Assessment and Management of off shore and outsourcing

Technology

IT UTILITIES: CA Unicenter Suite, SMS, Active Directory, Remedy, PC Anywhere, VNC, Dameware; Ghost, Ploy PM, Spy Bot, Norton, McAfee, BlackICE, PC Guardian Encryption Plus,

OPERATING SYSTEMS: Windows 2000 / 2003 / 2008, OS2 LAN Server, Novell, Citrix, Blackberry, Pocket PC, DOS, Blackberry, Palm

NETWORKING FUNCTIONALITY: Routing, Network Security, DHCP, WINS, DNS, DHCP, SMTP, IIS and TCP/IP

SOFTWARE: Microsoft Office, MS Access, MS Project, Corel Perfect Office, Word Perfect, Corel Draw, Lotus Smart Suite, Open Office Suite, Internet Explorer, Chrome, Firefox, SharePoint,

MAIL: Lotus Notes, Exchange Server

DATABASE: DB2, Oracle, SQL

HARDWARE: Intel & AMD Desktops - Laptops - Servers (IBM / Compaq / HP / Dell), PDA (Blackberry / Palm), printers (HP / Lexmark / IBM / Cannon), SCSI, NIC (Ethernet / Token Ring), IDE and PCMCIA cards, thin clients, routers, switches, bridges, hubs (Cisco / Bay / Nortel).

SCRIPTING: Java, Lotus Script, Visual Basic Studio, SharePoint, HTML, SQL, REX

Professional Experience

Remote Technology Architect October 2014 – Current

Sutherland Global Services (Supporting XBOX Console) Rochester, NY

Ensured customer satisfaction by providing account assistance, and technical support that exceeded individual and team performance objectives as defined by management.

Delivered organizational optimization assessment of the Billing and Technical Support Agents to ensure the compliance of corporate mandated standards, specifications and matrices.

Evaluated, researched and resolved subscriber inquiries regarding console hardware, software, connectivity and billing issues.

Gathered, researched, and disseminated job-related material, synergize ideas, and built support for organizational objectives.

Elite member of a BETA support team utilizing forum, chat / phone support, and console testing; other team functions were logging, research and tracking bugs, developing workarounds/fixes, as well as training agents and Sr Support.

Midrange Deployment Engineer May 2011 – Feb 2014

Merrill Lynch / Bank of America Corp, Jacksonville, FL

Acted as the primary liaison for business and system functionality (IIS, .NET, DB connectivity, etc.) comprising of internal and external processes and business units.

Maintained over 200 multilevel secure financial environment systems and servers (Windows and VMWare) (both Front End and Back of House) within one of the leading international institutional investment and lending operations

Utilized CA Unicenter as a deployment and incident correction tool to minimize overall deployment, swing and issue correction time.

Working closely with the application developers and engineering groups which resulted in business approvals for the QA and Production releases.

Assisted in the CA Unicenter v11 to v12 (window 2008) migration project focused on client and software package transfers from one system to the next will continuing the normal business cycle.

Created and delivered all-inclusive business and system trainings designed to minimize the off and on shore support teams learning curves for new and ongoing glitches.

Collaborated with On and Offshore team member to design strategic processes that translated business needs into technical solutions.

Deployment Engineer October 2009 – April 2011

Software Guidance & Assistance Inc, (contracted to Merrill Lynch / Bank of America Corp), Jacksonville, FL

Guaranteed the integrity and stability of the global online environment (IIS, Utility, Terminal, FEW, etc. servers) for the deployment, testing, administration and operation of sites that hosted billions of dollars in both internal and external transactions and services.

Key role in the on boarding 10 new languages over 127 IIS server to the Benefits Online and Retirement systems creating the 1st international multilingual on line experience.

Took the initiative to identify issues by monitoring system and responding to variances which lead to the deploying of contingency as necessary to mitigate any impact for the Retirement Services infrastructure.

A strategic member of the on boarding team for the roll out and troubleshooting the CA 4 to CA 11 server migration project, covering hundreds of live servers and 1000’s of necessary software packages.

Designed and deployed new functionality, enhancements and critical updates to existing services, software and operating systems which corrected and/or maintained a continual up and open service presence to the customer within the “Mission Critical” On Line environment.

Systems & Infrastructure Manager June 2008 – April 2009

Matrix Information Consulting, Inc. (contracted to Merrill Lynch & Co, Inc.), Jacksonville, FL

Remotely administrated physical and virtual IIS servers hosting various internal and external custom .NET services while maintaining 100% up time in a 24/7/365 environment.

Accountable for functional and critical updates, stable operations & administrative Service Management including planned, unplanned and emergency adjustments within the “Mission Critical” On Line environment.

Built, configured and updated web and custom applications and hosting servers; employing the CA Suite (Remote Control, Software Delivery, etc) and other remote tools.

Monitored and provided technical / operational support for internal and external web based Human Resource software, databases and servers; insuring data and transaction reliability, constancy and security.

Service Release Manager January 2008 – June 2008

Matrix Information Consulting, Inc. (contracted to Merrill Lynch & Co, Inc.), Jacksonville, FL

Responsible for Tier 3 strategic & tactical operations & services management as well as day to day administration of the messaging environment.

Worked globally with internal and external groups, supporting messaging (Email, Blackberry, Postini, Outlook, Secure Mail, etc.) to establish and maintain ongoing management, reporting and analysis of incidents and problems for Messaging services.

Oversaw and facilitated day to day operational and service activities, initiatives and service improvement plans for messaging services.

Oversaw and manage vendor provided post mortem process of major incidents including root cause analysis, and future prevention steps

Senior ITIL Lead February 2007 – August 2007

Thinking Minds Inc (contracted to Lowe's Companies, Inc), Wilkesboro, NC

Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology, and information perspectives of providing business solutions within the IT infrastructure. This includes all aspects of ITSM best practices and methods from analysis, architecture and design, planning, implementation, and support

Develop process model and associated documents and present recommendations for review

Participate in gap and/or root cause assessments against performance, compliance and maturity findings to identify improvement opportunities

Participate in performing impact assessments, developing estimates for change requests and improvement suggestions as they are identified

Project Manager June 2006 – December 2006

Recruiter Solutions Group Inc (contracted to NOVA Information Systems), Knoxville, TN

Provided leadership and direction to the project by the utilization of tools such as MS Project, CA Unicenter Asset Manager and Change Management to catalog business processes, gathering requirements, identifying potential usability issues, managing scope, and ensuring that an appropriate level of application quality was maintained

Consulted with users to analyze complex operations, clarify automation requirements, and prepare comprehensive systems proposals that meet organizational mission, goals, and objectives

Conjunctively worked with internal Unicenter support manager and CA 3rd level support to reconfigure corporate asset management and software delivery while rebuilding the Unicenter Portal, Process View and Service Desk functionality

Instrumental in the consolidation and rebuild of Unicenter Sector servers, as well as the migration of 157 NT servers to Win2003 for server encryption

Systems Administrator February 2006 - June 2006

Comsys Inc (contracted to J P Morgan Chase & Co), Tampa FL

Engineered the creation and utilization of departmental procedures for call center, incident resolution, matrix reporting and problem escalation

Corroborated with the MS Sharepoint project team to set up, consulted and reviewed remote tester issues

Design and implement LAN and WAN solutions utilizing technologically advanced solutions such as wireless and gigabit Ethernet

Configured security, access, and trouble-shooting software packages to integrate with computer management software packages, telecommunications protocols, and message handling systems, Blackberry’s and various software

Interim IS Manager January 2006 – February 2006

Robert Half Technology (contracted to Suncoast Medical), St. Petersburg, FL

Developed and delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within the IT infrastructure

Installed, maintained and upgraded software applications on Windows 2000 / XP workstations and maintained network printers, servers and security

Providing backend support to field engineers for LAN and WAN connectivity problems occurring on remote and mobile systems

Developed a project plan to set up and maintain a MS Share Point server to maintain patient records

ITIL / ISO Coordinator September 2004 - October 2005

Danka Office Imaging Inc, St. Petersburg FL

Delivered an organizational optimization assessment for a worldwide service organization focused on leveraging configuration, change, and release management ITIL process framework and ISO certification guidelines

ISO Certification Project Lead utilizing MS Project and other internal tools to maintain and track the project goals

Conducted formal and informal (desk side) training classes on the set up and use of computer of the shelf (COTS) and internally created products

Assisted in managing Sarbanes Oxley compliance project to enhance and improve the operational performance and procedure documentation over seven departments

Infrastructure Compliance Consultant February 2004 - September 2004

Robert Half Technology (contracted to Danka Office Imaging Inc), St. Petersburg FL

Worked with peers and management to enhance and improve the operational performance of three departments via documentation production to comply with Sarbanes Oxley

Ensured projects were completed on time and within budget in addition to meeting and exceeding customer requirements and expectations.

Performed Lotus Notes client set-ups and PC troubleshooting, connectivity issues (over a Net BIOS and TCPIP network) as well as Microsoft Office and desktop support on Window 2000 and XP systems

Senior Systems Manager January 2003 – February 2004

Family Technical Services, St. Petersburg FL

Developed and maintained procedures, process flows and training materials to ensure best practices are being used across departments, including complex external processes

Supplied application and network support (administration, configuration, and monitoring) for both COTS and homegrown applications

2nd and 3rd levels desk side and telephone support for network (NT, Novell and OS2), stand-alone, mobile and remote workstations and servers

EDUCATION

Major: Computer Science

St. Petersburg College, FL (1992 - 1994)

ITIL Foundation Certification in Service Management Essentials

Pink Elephant, Bloomington, IL (2000)

Interconnecting Cisco Network Devices

Global Learning Center, Dallas, TX (2000)

Certified Lotus Notes Specialist

New Horizons, Bloomington, IL (2000)

OS2 Operating System Certification

IBM Corp, Tampa FL (1996)

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