Customer Service Engineer

Eric E. Elbert CISSP, CCNP

abhp0a@r.postjobfree.com 512-***-**** Pflugerville, TX 78660

Summary Over 15 years IT experience including 10 years technical operations,

solutions engineering, IT management, 5 years project management and 2

years business development with continued proven success delivering

exceptional results.

Areas of Project Management Infrastructure Design

Expertise Solution Development IT Management

Network and Service Engineering Datacenter Operations

Experience 2005 to Present - Blackhawk Management (Government Contractor)

Director of IT Responsibilities: Identify opportunities, establish tactical and

Services: strategic partnerships, and provide technical expertise on multiple

2009 - Present concurrent efforts. Manage resources, prioritize work flow, and

direct company efforts on multiple opportunities exceeding $500M

annually.

Increased revenue by 25% on IT services contract for two consecutive

years by identifying efficiencies and increasing personnel strength

Managed workflow for 15 concurrent projects and supporting resources

while meeting 100% of identified timelines, milestones, and

deliverables.

Created technically accurate and fiscally responsible solutions for

global customers located in Germany, Afghanistan, Hawaii, and Korea

Responsible for all company provided IT services to customers

including data center and desk-side support

Combined senior leadership efforts from cross-functional units

aligning resources to support complex projects through completion

Streamlined business efforts by eliminating unnecessary processes,

standardizing procedures, and prioritizing opportunities based on ROI,

level of effort, and P&L

Operations Responsibilities: Hands on Senior IT Engineer and Operations Manager

Manager - in charge of two datacenters providing a full range of enterprise

Enterprise services to 25,000+ users dispersed across multiple geographic

Services: locations.

2007-2009 Directed network changes providing over 99.99% uptime for 24x7x365

operations, increased security, and a multi-honed fault tolerant

infrastructure

Reduced approval timeline by 50% by coordinated with diverse levels of

management (Directors, VP 's, C-level) and correlating strategic goals

Recruited, motivated, and trained a team of 23 senior technical

professionals leading multiple departments including server

management, networking, security, database, and customer service

Consolidated and migrated multiple data centers while maintaining full

operational capabilities without interrupting customer service

Reduced operating costs by 66% and increased service availability

implementing forward thinking software solutions supporting enterprise

services

Managed enterprise level projects upgrading infrastructure and

creating a robust architecture providing increased capabilities to

over 100 remote locations

Lead Technical Responsibilities: Lead technical staff providing Enterprise Service

Engineer: deliverance based on extracting customer requirements to support

2005 - 2007 objectives in constantly changing and rotational environments.

Ensured superior operations at data centers in globally distributed

locations (i.e. Texas, Colorado, Canada, Iraq, and Korea)

Lead all phases of IT projects creating more than 10 fully functioning

and secured Data and Network Operations Centers

Extracted requirements from internal and external customers to design

technical solutions that enabled and facilitated project success

Engineered network architecture redesign tripling building

infrastructure capabilities and meeting customer driven requirements

Gained senior level approval and increased budget after presenting

capabilities and ROI projections for implementing progressive

technology initiatives

2003 to 2005 - Azbell Electronics (Government Contractor)

Senior IT Responsibilities: Enterprise Service Engineer responsible for all

Engineer: applications, services, and delivery for 10,000 users. Provided

reliable communications between local and remote data storage for

24x7x365 uptime supporting critical operations.

Created a robust Active Directory configuration supporting a modular

forest requirements while maintaining continuous operations at a

persistent sites

Ensured 99.99% uptime and domain access to all resources for 7

separate domains and over 50 servers in a geographically dispersed

austere environment

Maintained stringent security configurations for all domain servers

including Microsoft Exchange, DNS, Web, Anti-Virus, Backup / Recovery,

and functions

1996 to 2003 - US Army (Military)

Network & Responsibilities: Designed, implemented, managed, and network and

Services service architectures supporting diverse customer requirements.

Engineer: Consolidated and expanded IT capabilities as necessary to support

continuously changing customer needs.

Planned and executed upgrades of three live networks creating fault

tolerance environments with higher throughput and minimal service

interruption

Configured and administered networks providing network connectivity to

more than 5,000 users connected to ATM / Frame Relay networks

Engineered multi-protocol network design to facilitate network

migration during equipment refresh, upgrade, and security hardening

Supervised 15 subordinate administrators, responsible for performance

evaluations, professional development, advancement, and

recommendations

Education Bachelors of Science, Information Technology (BSIT)

CISSP - Certified Information Systems Security Professional

CCNP - Cisco Certified Network Professional

MCP - Microsoft Certified Professional

Clearance Current DoD TS/SCI clearance

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