ROBERT W. BENNETT

678-***-**** aculy5@r.postjobfree.com https://www.linkedin.com/in/rwbennett

Sr. Information Technology Executive

Senior information technology and operations executive that attains results from staff by communicating job expectations, mentoring, appraising job results and developing personal growth opportunities. Leads by example and works hard to engender a spirit of trust and togetherness amongst teams. Places people first by recognizing and fostering talent in others to get the job done quickly and efficiently. Open and willing to seek and give input while motivating and supporting others.

Retain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and keeping certifications current.

Key Skills & Expertise

IT Strategy Development

Systems Architecture

Technology procurement

Financial compliance/regulation

Problem Management

Budgeting & Cost Control

Project + Program Management

Organization and Staff Development

Technical Management

Data and information security

Technology support services

IT Infrastructure

Strategic analysis and internal consulting

Business Process Re-Engineering (BPR)

Change Management

Disaster Recovery Planning

Professional Experience

Booz Allen Hamilton, Atlanta, GA 2015 - Present

Operations IT Manager - Center for Disease Control and Prevention (CDC)

Responsible for the oversight of the technology operations team for the CDC which includes the Service Desk, Information Assurance, SharePoint Administration, Production Support, Web Team, Quality Assurance and Application Deployment teams. The IT Operations Team is a part of a multi-million contract that responds to technical inquiries and service requests from both staff and customers ensuring the highest quality of service, which meets or exceeds customer expectations and the service level agreements set forth by the CDC.

Created and directed a weekly Root Cause Analysis (RCA) process to determine Severity 1 and customer outage origins. The RCA is used for the basis of the current Problem Management process.

Integrated 2 separate helps desks to include people, processes and accounts. Reduced staff by 1. Was able to identify position elsewhere within organization so individual did not lose their job.

Created Operational Charters that focused on In/Out of Scope Activities, Deliverables, Budget, Assumptions and Constraints and Roles and Responsibilities as they relate to the Operations and Maintenance delivered to the customer.

Led Analysis of Alternatives (AoA) evaluation team to gather customer requirements to determine whether to keep in-house solutions or replace them with an over-the-counter product.

Created a Problem Management / Root Cause Analysis (RCA) process to determine customer outage origins. The RCA is used for the basis of the current Problem Management process.

Contributed to weekly project reviews to discuss issues, scope, budgets, exceptions and risks associated with Booz Allen Hamilton led CDC projects.

SYNOVUS, Columbus, GA 2012 – 2015

Senior IT Manager

Initially managed the 24x7 Network Operations Center (NOC) which identified outages, network monitoring and perform troubleshooting triage. Promoted to Senior IT Manager by the CTO to direct 4 additional teams – 68 individuals - (Production Control, Service Desk, Application Support, and System DBAs) to oversee their strategic operational planning, contracts and budgets.

Managed a 3 man File Transfer team responsible for the transfer of billions of dollars daily. Reduced downtime and personnel (now 2) by improving procedures and implementing new scheduling software.

Successfully implemented a Dell desktop and Microsoft software refresh which finished on-time and under budget (229 branch locations plus campus locations - 5,377 desktops and 450 laptops total of 5,922 devices).

Drove the Service Desk to provide technical and troubleshooting 1st call resolution (with fewer personnel – 25 down to 17) by improving training and documentation despite increased call volumes.

Directed implementation of new ServiceNow ticketing system (Beta version to the Cloud) including re-architecting user functionality.

Directed implementation, configuration of NOC monitoring tool (SolarWinds) across network infrastructure.

Collaborated with vendors to renegotiate software maintenance fees by consolidating monitoring tools and mediate maintenance contracts.

Quickly repaired a badly outdated Knowledgebase where documentation assists in resolving network outages before engaging Subject Matter Experts and integrated it into the current monitoring tools.

Created and directed a weekly Root Cause Analysis (RCA) process to determine Severity 1 and customer outage origins. The RCA is used for the basis of the current Problem Management process.

CorTechs, Inc., Atlanta, GA 2012

Engagement Manager

Engaged customers to determine requirements and offer effective and usable solutions to ensure customer needs were met. Managed engagements and projects to ensure budget was met and engagement was delivered on-time.

Managed the relationship with the client and act as the main POC between client and CorTechs.

Acted as the escalation point when issues arose with resources and/or services to manage conflicts.

Identified, tracked and developed new business opportunities both in-country and overseas.

Utilized project management practices to manage scope, customer expectations, timelines and budgets.

CorTechs, Inc., Atlanta, GA 2008 – 2011

Deputy Director I.T. Operations - U.S. Army Reserve Command (USARC)

Second in command of the I.T. Operations Division for USARC managing between 40 and 50 personnel which oversaw the Army Reserve Enterprise Network Operations and Security Center (ENOSC) centers.

Key stakeholder planning the execution of the Datacenter migration from Georgia to North Carolina.

Split-site management/operations between remote sites ensuring staff levels and operations as per contract requirements.

Onsite crisis manager in situations such as power outages, systems degradation, outages, etc.

Consolidated/formatted/published weekly USARC newsletter Enterprise Weekly Update.

Led Technical Admin of Spectrum and eHealth (Enterprise Management/Reporting Application).

Management liaison between prime contractor, subcontractors and vendors.

General Dynamics I.T., Atlanta, GA 2007 – 2008

Principal Network Engineer

Responsible for monitoring the network infrastructure, providing troubleshooting support and ensuring documentation is accurate.

Created technical procedure templates which were implemented as the enterprise-wide standard. Analyzed network topologies and traffic and capacity requirements for the USARC Network.

Performed network administration duties using enterprise network monitoring tools (CA Unicenter, Spectrum, eHealth); evaluated vendors to assess new products.

GTDSolutions, Seattle, WA 2005 – 2007

Global Practice Manager

Created a practice from scratch for delivering global services, marketing plans, inside sales and support which included resource allocation and management.

Created corporate strategy and technology roadmaps.

Ensured project-related resource needs were met through regional, national or global resource management.

Executed programs to support the evolving strategy of global services staffing.

Computer Associates International (CA), Atlanta, GA 1998 – 2005

Senior Technical Consultant

Roles: Pre-Sales Technical Consultant, Technical Relationship Manager (TRM), Client Relationship Manager (CRM)

Certified in multiple CA enterprise products. Subject Matter Expert on Enterprise, Desktop, Security Information and Wireless Management. Founding member of the Wireless Advocates Team. Conducted training sessions for external / internal customers on new products and product updates.

Pre-sales consultant for network monitoring tools (CA Unicenter, CA Spectrum)

Aided installations with customers to install new products, provided real-time on-the-job training, and assisted existing and new customers through the first product installation to understand future installations.

Presented at sales training and workshops which provided a technical backup for the sales specialists in all aspects and products.

Education / Training / Certifications / Special Skills

Masters, IT Management, summa cum laude, Trident University International

(Concentration: Information Security / Assurance and Digital Forensics)

Bachelors, IT Management, summa cum laude, Touro University International

ITIL, Version 2 (Foundations), Version 2 (Practitioner) and Version 3 (Foundations)

CompTIA, Security+, Network +, Project +

Six Sigma, Lean Six Sigma Champion, Lean Six Sigma White Belt

Certified Team Supervisor (CTS)

CloudU Certificate – Cloud Computing

Fundamentals of Project Management

Certified Dale Carnegie High Impact Presentation Speaker

Fluent German Speaker

Military Service

United States Air Force, Worldwide, Computer Specialist, Honorable Discharge

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