Manager Management

Vincent Damone Blake

**** ***** **. #***

Sacramento, CA 95834

Home: 916-***-****

Cell: 270-***-****

Email: abif22@r.postjobfree.com

PROFESSIONAL STRENGTHS:

- Re-engineering IT Infrastructure Process & Procedures

- Change Management

- IT Project Management

- Sales Force Automation Tool QA/UAT

- Supply Chain Management

- Windows 2000 Migration

- Network Design and Management

- Corporate Merger Implementation

PROFESSIONAL COMPETENENCE:

- 17+ years general I.T. experience specifically in an operations capacity

- 5+ years in a financial or high fault tolerance & high security

environment

- 5+ years hands on expertise with large scale Windows 2000 / NT systems

management

- Practical experience with Unix Systems

- 3+ years of responsibility for high availability Web Servers and Customer

Applications

- Successful history of network backbone connectivity/switching equipment

management

- Management familiarity with VOIP, Nortel PBX, VoiceMail and ACD

- Management familiarity of Telco Facilities and services including hard

infrastructure

- Expertise developing and implementing Operational Policies, Procedures

and

Guidelines

- Supports Remote Facilities

- Vendor Management

- General budget and management experience

- DRP (Disaster Recovery Planning) experience

- Strong communication skills that establishes expectations

SPECIFIC SKILLS:

- Business Writing

- Cost Benefit Analysis

- Developing Performance Standards

- Facilitating Cross Functional Meetings

- Managing Project Communications

- Budgets

- Performance Feedback

- Planning and Managing Project scope, risk analysis, needs assessment &

post mortem

- Training Assessment

PROFESSIONAL EXPERIENCE:

Team Member

Taco Johns International Inc. (Mayfield, KY)

February 2008 to December 2008

Responsibilities include providing each customer with a positive customer

service experience, prepare quality food products and keep the restaurant

clean, pleasant and safe for all customers and employees.

Behind the counter:

Steam table Operator, Prep Rack Assembler, Wrapper, Fry Station

Operator,Recipe and Food Preparer

Front Counter:

Counter Order Taker, Counter Cashier, Counter Expeditor, Dining Room

Attendant

Drink Assembler

Shift Leader

Hardees Food Systems Inc. (Mayfield, KY)

April 2007 to January 2008

Responsibilities as Shift Leader include ensuring all crew personnel are

performing their job responsibilities and meeting expectations in all

areas. Responsible for all restaurant activities while on duty in the

absence of the manager.

Additional responsibilities include:

Behind the counter:

Steam table Operator, Prep Rack Assembler, Wrapper, Fry Station

Operator, Recipe and Food Preparer

Front Counter:

Counter Order Taker, Counter Cashier, Counter Expeditor, Dining Room

Attendant

Drink Assembler

Drive Thu Window

Drive-Thru Order Taker, Drive-Thru Cashier Drive-Thru Expeditor

(RPOS) Regional Programs Office South EDS Operations Manager

Kaiser Permanente (Pasadena, CA)

August 2003 to November 2006

Ensures strong functional, operational and strategic management.

Responsibilities include working closely with Regional Operations on IT

development projects, contingency planning, staff mentoring, hire/fire,

budget and forecasting. This increased Southern California presence also

provides greater ability to communicate with internal and external

customers and vendors to assess IT Technology trends and developments.

Serves on COE (Center of Excellence) leadership teams and the various cross

functional teams with leaders from Health Plan/Hospitals and the Southern

California Permanente Medical Group. Brings the region's perspective to the

KP- IT local leadership teams and stakeholders as it integrates national

development strategies.

Areas of focus include:

-Goal setting and strategy development for the Region's IT strategies

-Communication with regional and service area leadership teams on IT trends

and Best

Practices

-Performance monitoring of and liaison to Health Plan-related California

and

national shared services Representing Kaiser Permanente IT goals and

initiatives to

business partners, customers and vendors Working with service area

manager's

initiatives with RPOS to assure that effective strategies are developed

at the service area

level

-Participates in rate setting activities and other strategy development for

each business

partner in the SCAL service area. Collaboration with national and

California IT on

imaging initiatives and strategies for Southern California

-Working with Southern California Leadership to assure that the appropriate

local

delivery system capabilities to support marketing strategies are built

and implemented

effectively

-Implement an ITIL based strategy with Regional Programs Office South

(RPOS) and

business partners.

Responsible for KP RPOS Incident Management discipline training utilizing

Remedy CMDB with focus on how EDS/NOPS responds to the incidents and

problems with the intent to optimize Mean-Time-To-Restore.

Specific areas of discussion include:

- Staff response

- Paging/notification problems

- Remedy ticket assignment issues

- Severity Level

- Impact

- Escalation process

- Record Management

- Root Cause Analysis and Resolution

Experience includes Meridian M100 and Cisco VOIP Telecom support,

NT/XP/W2003/MS BackOffice, Citrix Networking process design and

implementation of NT/Windows 2003/XP including Cisco routers, firewalls,

DHCP, TCP/IP, WINS, DNS, VPN, UNIX, Oracle database administration and

Internet. MCSE and CCNA certified and 24X7 Remedy Help Desk support.

CIS World Wide (ITSS) Information Technology Support Services Manager

Peregrine Systems, Inc. (formerly Remedy Corporation, Mountain View, CA)

December 2000 to October 2003 (RIF)

Responsibilities include providing management of mission critical worldwide

support services and solutions while maintaining established SLA's in

support of

(CIS) Corporate Information Systems initiatives. Leveraging the

capabilities and

resources of Remedy's domestic and international EMEA staff and technology

to create

the highest quality and most cost-effective service delivery model

utilizing

industry standards and best practices. Additional responsibilities include

empowering and developing Remedy ITSS staff and optimizing the utilization

of

technology to gain knowledge and experience while continuing to develop

internal

processes and

procedures that focus resources towards opportunities that produces

the greatest economic results and highest value-add for internal and

external

clients. This includes ISO Quality requirements, resource planning and

personnel

development. Develop corporate IT related Disaster Recovery initiatives,

Cable plant

designs, branch office moves and upgrades.

Develop team building strategies and implement ITIL service management

business standards and practices.

Business Requirement:

. Reduce business risk by bringing attention to weakness in

both operational and service support

. Establish, track, and measure service level performance and

distinguish priority situations

. Initiate proactive service level management by aligning IT

services with business needs

. Ensure customer satisfaction by delivering the speed and

quality of service level customers expect

. Prevent miscommunication between IT and business about

reasonable service levels

Areas of Tactical Responsibility:

Utilizing Remedy Service Level Management (SLM), manage the entire range of

service level agreement (SLA), from defining SLAs and monitoring compliance

to collecting and analyzing KPI data, addressing problem areas, and

continually refining the services offered. Proactively monitor SLA

management to ensure that expectations are meet or exceeded . Maintain IT

service delivery and support closely levels insuring they are aligned with

business requirements and continually improve service quality.

Areas of Operational Responsibility:

. Provide business services SLAs covering service support and

infrastructure metrics

. Flush out weak areas and take corrective action

. Understand the impact to the business for missed service

targets

. Gain visibility into which agreements are driving penalty or

reward accumulations due to SLA breaches or exceeded compliance

targets

. Press 'compliance at risk' issues to follow standard ITIL

incident management processes to resolution

. Forecast trends, spot problem areas, and minimize

disruptions for key business services

Additional responsibilities include project management in structured

technology projects, work with the applications, business controls and

stakeholders groups to design and implement roll out of large financial

software systems through development, QA, (UAT) User Acceptance Testing,

and production phases. Additional responsibilities include design and

implementation of corporate Datacenter hosting facility and overall

responsibility of network design and implementation. Experience includes

Cisco and Octel Telecom, NT/W2K/MS BackOffice and Citrix Network Engineers,

process design and implementation of NT/Windows 2000/Sun Solaris enterprise

environment to include Cisco routers, firewalls, DHCP, TCP/IP, WINS, DNS,

VPN, UNIX, Oracle database administration and Internet. Responsibilities

also include 30% travel, management of 8 corporate staff engineers and 5

regional engineers., MCSE Certified Field Engineers and 24X7 Remedy Help

Desk support. (18 personnel)

Information Systems Manger - Contract Office Group / Design Images

(Milpitas, CA)

May 1998 to June 2000

Major responsibilities include providing value-added Information System

infrastructure planning and implementation. Controlling overhead expenses

and

integration of Process Management capabilities. Conducts and implements the

reengineering of processes and procedures. This involves team building,

(TQM)

Total Quality Management, software application development and integration,

operational planning, and management (Train the Trainer) course development

and

implementation. This position reports directly to the CEO and CFO

respectively.

Additionally responsibilities include Strategic Y2k upgrade and W2K

client/server

migration project planning Partnering with best of breed fast-growth

startups,

helping them turn companies into efficient, well-run businesses. Manage

multiple projects concurrently as part of a high-impact project team

and facilitate service providers and suppliers. Responsibilities also

include

staying abreast of new products and technologies in the IT and Telecom

industries. This includes trade publications, evaluating new products, beta

testing and

helping identify potential business partners via trade shows and corporate

consultations.

Additionally, experience in the following areas:

network design & implementation, helpdesk design and implementation,

systems administration, telephony solutions, Internet infrastructure

project

management and overall strategies and solutions implementing is required

including the creation of Needs Assessment, Process Flows, Solutions

Matrix,

Product and Services Deliverables.

Professional Services (Alternative Resources "Contract", San Jose CA)

March 1997 to April 1998

Consultant - Clerk of the Board's Re-engineered Agenda (COBRA) Project -

Responsible to Santa Clara Valley Health & Hospital Systems (SCVHHS) for

project

design and implementation planning of the COBRA transmittal process from a

labor

intensive manual process, to a fully automated process. This project once

tested would be the model for all other agencies and departments under the

Santa

Clara County Board of Supervisors. This requirement includes familiarity

with

the current transmittal and agenda process within the Public Health

Department,

SCVHHS, and at the County Administration level; achieve an understanding of

the

newly developed COBRA application in order to meld current agency processes

with

the new, automated design; development of a new transmittal preparation and

review process for the Public Health Department and SCVHHS; development of

training programs and appropriate training materials; assist in the

development

and adherence to project timelines; development of customerized policies

and

procedures manuals for SCVHHS both in written and electronic form; assist

in

software development and customizations of the COBRA application necessary

to SCVHHS and to other agencies and departments

3Com Corporation (Alternative Resources "Contract", San Jose, CA)

November 1996 to March 1997

Project Manager- Software Integration Support Team - Responsible to 3Com

Global

Information Systems (GIS) for project planning and implementation of

internal

software integration. Responsibilities include managing resources and

manpower

for purposes of installation, product integration, problem isolation and

resolution of all corporate and third party desktop applications in support

of

GIS initiatives. This includes troubleshooting LAN/WAN connectivity,

TCP/IP,

Dynamic Host Control Protocol (DHCP), Internet and Intranet access, and

Configuration Management System (CMS) in multi-platform operating systems

environment consisting of all corporate PC's, laptops and Macintosh.

Additionally, extensive knowledge of NetWare 32 bit client, TCP/IP, DHCP,

CMS,

Clear Quality, Windows 3.11, Windows '95, Mac 7.5.5, SAP GUI install,

Netscape 3.0 and 4.0, Lotus Notes 3.3 system administration is required to

support end user desktop issues. (10 personnel)

Hewlett Packard (Alternative Resources "Contract", Mountain View, CA)

November 1994 to November 1996

Customer Support Supervisor - Finance & Remarketing Division in support of

(HP

AssetView) new product release. Responsibilities include first and

escalation

point of contact coupled with addition support processes and tools in

support of

the AssetView product. Skill set includes PC/UNIX networking, UNIX System

Administration (junior level), database administration, UNIX scripting,

report

writing, relational database (SQL) and Remedy call tracking. Technical

knowledge includes HP VUE, Sybase, Oracle, Unify Vision, DBPower, Remedy,

Openview, ISICAD, Accugraph and LANAuditor. Primary function is to provide

problem isolation and resolution solutions to internal and external HP

customer

base on both UNIX and PC platforms. (5 personnel)

Claris Corporation

(Santa Clara, CA)

December 1990 to November 1994

Desktop Services Supervisor- Responsible for implementation, coordination,

management, training and ongoing support for Mac/Systems 6 & 7, PC/MS-

DOS/Windows, Appletalk networks, TCP/IP, VAX DCL and VMS operation;

responding to hardware, operating systems and application problems; manage

and support E-mail and client servers. Major projects included creation and

implementation of paperless environment and an on-line "personnel finder"

graphics Hypercard stack which included end user info including PBX TN/DN

numbers and Ethernet net nodes within an

organization. Additional responsibilities include the management,

coordination and

training of operations network and telephony personnel; supporting Pac Tel

Meridian SL1/SL100 PBX's, Voicemail, Appletalk & Ethernet (twisted pair and

coaxial) network design and implementation, LAN/WAN; utilization of Tolas

accounting package; budget proposals for procurement of capital assets,

equipment and services; cost analysis and personnel performance appraisals.

Major projects included creation of an on-line end user telecom/mainframe

service-maintenance electronic form. (15 personnel)

United States Air Force

June 1978 to January 1989

Last Security Level Held: Top Secret

(Royal Air Force Martlesham Heath, Ipswich, England, UK)

Data Processing Manager - Responsible for day-to-day computer operations

activities in support of CDC, Varian mainframes. Responsibilities as Data

Processing Manager included the following:

-Scheduled input/output operations

-Designed and developed organizational charts

-Analyzed production reports

-Prepared and insured availability of cost reports and estimates

-Planned and established production control standards

-Supervised, evaluated, instructed and conducted (OJT) on-the-job, and

technical

training for Operations personnel

-Monitored and evaluated LAN's, PBX and network activities

Number of personnel managed (50)

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