IT Operations Director

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F r ank Pacella f r a n k p a c e l l a@ ho t m a i l . co m

w w w . l i n k e d I n . co m / i n / f r a n k p a c e l l a

I T \ PR O D U C T SU P P O R T DI R E C T O R

D r i v i n g M a x i m u m B us i ness V a l ue w i t h H i g h - Q u a l i t y, To p Pe r fo r m i n g P r o d u c ts

& S u p po r t

Versatile and accomplished IT \Product Support leader with exceptional achievement in delivering profitable

technical solutions and product enhancements that meet and exceed business objectives. Knowledgeable in

a ll areas of the product development life cycle, from requirements gathering, research and analysis,

a rchitectural design through implementation and enhancements. Effective at building diverse and globally

d ispersed, team-centered operating units with excellent business process and strategic development skills.

Relationship builder with profitable vendor and supplier alliances, and an effective leadership style.

Dedicated, positive “Go to Guy” demeanor with a passion for technology.

C o re Com pete nc ies:

Team Developer & Mentor Product Development & Operations

Governance

R&D, Product LifeCycle Management Strategic Technical Product Planning

Project Management, Requirements Gathering Six Sigma

Financials: Budgets, ROI, P&L, Cost Controls Vendor Negotiations & Management

IT Infrastructure Design & Implementation Performance Metrics & Process

I mprovement

EXPERIENCE &

AC H I E V E M E N TS

MTN SATELLITE COMMUN ICATIONS i n Miramar, FL 2004 –

P resent

Leading global provider (85% market share) of communications, connectivity, and content services to remote

locations(primarily the maritime, aviation, and government markets) around the world via satellite.

D I RECTOR, ONBOARD PROD UCT SUPPORT (2011 – Current)

Led the installation, technical operations, support, maintenance, and development of the MTN Cloud,

I nternet Café, and SIP Platforms for some of the worlds largest cruise lines (Carnival, Holland America,

Norwegin, Silver Seas). Provided strategic technical direction and managed performance and deliverables of

t hree teams: the Internet Deployment Team, the Mercury Team, and the Build team. Built and developed

teams, conducted regular one-on-one sessions and weekly staff meetings, and encouraged a high-

performance team culture.

Key P r o jec ts a n d I m p a c t:

Managed three diverse teams of up to thir teen employees and a $2M/yr. operating budget.

Provided expert Wi-Fi \ Network design for customers, resulting in 40% revenue increase.

Provided key support for successful contract renewals with MTN largest customers.

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Designed and deployed new Core WAN Optimization Infrastructure, reducing overall Internet Café

bandwidth by 52% and improving customer satisfaction.

Managed successful installation of >120 vessels with WAN Optimization solution in four months.

Led deployment of >60 vessels with Paas, Iaas, SaaS solution in six months.

Applied Six Sigma Best Practices to streamline the operations of the In ternet Café Support and

Mercury teams reducing average days of open of t rouble tickets from 10 down to 4 days.

D I RECTOR, I N FOR MAT IO N T EC H NOLOGY (2010 – 2011)

Led the Information Technology Team that was directly responsible for terrestrial WAN, Corp. LAN, three

Datacenter throughout U.S., SIP Phone Systems, and Private \Public Cloud environments. Managed an

annual operating budget of $1.2M. Provided strategic technical direction and managed performance and

deliverables of team.

Key P r o jec ts a n d I m p a c t:

Project managed the successful reduction of 50 Legacy Hardware Servers to a Virtual Environment.

Designed and Project managed the expansion of two Datacenter Virtual Environments. Increased

V M capacity by 100%.

Designed and Project managed migration from Exchange 2010 to Microsoft Office 365 and reducing

overall cost of support.

Successfully restructured Corp. Help Desk, reducing both the number of t rouble tickets opened and

t he average number of days the t rouble tickets were opened.

MANAGER/SUPERV ISOR, I N T ER NE T DEVE LOPE ME N T (2006 – 2010)

D irected Internet Deployment Team (up to 12) and managed an annual operating budget of $1.5M for the

I nternet Café platform. Supervised workflow and team scheduling for the installation, technical operations,

support and maintenance.

Key P r o jec ts a n d I m p a c t:

Assited in launching and support the In ternet Café platform generating >$100M/yr. with 99.5%

system uptime.

Saved ~$3.9M in product costs ($1300 per workstation, with avg. of 30 workstations per vessel x100

vessels over five years) by spearheading and negotiating the R&D of new hardware requirements.

Project managed the successful installation of >50 vessels with the Internet café Platform in two

years.

Managed the integration and launch of a new Newspaper Delivery Services platform which netted

>$400K/sales.

Successfully led the planning, testing, integration and launch of a seamless wireless infrastructure

t hat tied into our In ternet Café Platform and increased total revenue by 25% for the internet café

p latform.

SR. PROD UCT SUPPORT TEC H N IAC I N (2004 – 2006)

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Provided Level 3 support for installation and development of In ternet Café products onboard maritime

C ruise Ship Vessels. Received and processed t rouble calls, generated trouble tickets, and coordinated

corrective actions between technical operations staff and the customer.

PREVIOUS POSITIONS (more information upon request): S R. Support Technician for Medical Staffing

Network 2001 – 2004

E D U CA T I O N & T E C H N I CA L

SK I L LS

SIX SIG MA YELLOW & GREEN BELT, Nova University 2012

STUD IED I NFOR MAT ION T ECHNOLOGY ( PURSUED B ACHELOR ’S D EGREE ), University of Phoenix \Western Governor’s

2008 – 2010

SPEC IAL IZED A SSOCIATE ’S D EGREE, L incoln University 2001

TEC H N ICAL SK I L LS: Riverbed \BlueCoat WAN Optimization, XenServer, VMWare, OpenStack, ProxyMox, Chef

Automation, Cisco Switching \Networking, Cisco Wireless, Aruba Wireless, Websense Content Filtering, Palo

A lto Firewalls, Microsoft Server & OS, VArous Linux OS, Microsoft SQL, I IS, HP SANs, HP Blades, Super

M icro Blades, Nomadix, MCSA, MCP, A+, NET+

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