Manager Project

**** *********** ***** - ************, ** *****

Home: 610-***-**** Mobile: 610-***-****

abkus2@r.postjobfree.com

Skills Highlights

. Develop multi-year strategic plans and technical roadmaps for

infrastructure and operations to determine hosting strategies,

outsourcing plans and support strategies

. Work with internal staff, other IT teams and customers to understand

operational requirements, identify technical and process gaps in

service offerings and potential for new service offerings

. Design regional and global infrastructure solutions; servers, network,

and storage encompassing multiple data centers and many remote office

locations

. Build teams and mentor staff to effectively implement incident and

problem management processes

. Partner with vendors and work with user-groups to understand future

technology direction and value

. Evangelist for effectively integrating operations with out-sourcing

strategy

. Viewed as a technical thought leader with strong people skills

. Strong collaboration skills; able to work within an existing system

and influence change without causing disruption (change by evolution;

not revolution)

. Capable of making public presentations to staff, management and

clients also providing pre-sales support by developing presentations

and making sales presentations

. Strong project management process knowledge balanced with real-world

"get it done" temperament

. Interpret technology enhancements and service offerings into business

value ; TCO and ROI

. Strong advocate of business processes such as, ITIL, CMMI, Six Sigma

and others to improve operational service delivery through the use of

best practices

. Establish performance metrics to identify goals for service delivery

quality standards (SLA & OLA) to ensure consistent delivery of IT

services

. Advocate for quality documentation, delivered as a standard part of

project implementations and change management

. Often serve as the focal point for all compliance activities ensuring

that audit tasks are addressed in a timely manner. Coordinated

internal and external audits; SAS70, CyberTrust, and others

. Manage teams both geographically disbursed and single location

providing client support 24 x 7 x 365 through shift planning,

scheduling and on-call rotations

. Consider staff hiring a primary job responsibility, including

recruiting, hiring, staff development plans, mentoring, annual goal

setting, and performance reviews.

Professional Experience

De Lage Landen Financial Services November 2007 -

April 2010

Director, Global Connectivity

Reporting to the CTO, responsible for the DLL global network, telephony and

security supported by technical staff located in both the United States and

The Netherlands.

. Managed a geographically diverse staff responsible for providing 24 x

7 x 365 support for telephony, video conferencing, networking, data

center and security services to over 60 locations from two major data

centers.

. Responsible for an operational and capital budget of $4,000,000.

. Developed multi-year strategic roadmaps and tactical plans for

implementation and established operational and architectural

standards. Provided thought leadership for future infrastructure

direction, service offerings and operational best practices.

. Participated in the planning, design and execution of a major

datacenter relocation and consolidation of multiple smaller

datacenters.

. Designed dual operations command centers with best-in-class technology

and software for proactive monitoring, incident identification,

alerting, and escalation of events

. Built and implemented processes to transition teams from a regional

view to a global focus.

. Coached and mentored staff, creating individual goals by using

frequent one-on-one meetings and establishing a vision to use as the

model for determining behavior.

. Managed multiple concurrent projects to implement new services and

major changes by developing business cases, writing project charters,

developing project plans and coordinating staff activities.

. Coordinated cross functional teams, including consultants and vendors

to deliver new services and transition those services to operational

support.

. Worked with business units to establish service level commitments and

acted as the escalation point for technical staff and communicated

incident information to business units. Ensured that incident reports

were completed containing full post-mortem analysis. Worked with the

Service Desk to establish Operational Level Commitments to ensure

consistent delivery of IT services

. Served as the focal point for all audit and compliance activities

ensuring that audit tasks were addressed in a timely manner.

. Worked closely with desktop team to facilitate upgrade of virtualized

desktop infrastructure, including planning for a Unified

Communications implementation.

. Analyzed, planned and implemented infrastructure monitoring tools to

provide proactive alerting to issues before becoming customer

affecting problems and also to provide capacity analysis reports.

. Negotiated vendor contracts and managed on-going service relationships

with existing vendors including outsourced functions that resulted in

lower costs and a greater working relationship.

Fiserv (Users division) April 2006 -

November 2007

Director, Network Services

Providing network, server and application support services 24 x 7 x 365, to

credit unions in a ASP environment; a core processor providing a hosted

teller application and web-based home banking services.

. Managed staff of 10 for Windows server, network, security and hosting

services to over 160 client credit unions.

. Responsible for implementing service redundancy between two data

centers.

. Developed annual budgets; including capital expenditures to refresh

hardware every three years.

. Responsible for data center infrastructure; HVAC, UPS, emergency

generators, smoke & fire systems, security monitoring, data cabling,

racks and secure physical access.

. Prepared and made presentations for large groups during semi-annual

USERS Client conferences.

. Track ACD and ticket queues to monitor service level performance.

. Responsible for infrastructure architecture design, implementation,

security and support.

. Built strategic plans to incorporate server virtualization (VMware)

and blade servers.

. Developed and implemented disaster recovery procedures; including

execution of semi-annual tests.

. Served as the security officer responsible for all network, server and

process security.

. Participate in audits such as SAS70, Sarbanes Oxley, CyberTrust, and

internal risk management.

. Managed multiple concurrent projects, implementing new services and

major changes by coordinating staff activities, maintaining project

plans and communicating status to involved parties.

. Developed and enforced internal and external processes, policies,

standards and procedures.

. Acted a primary escalation point for all operational issues from staff

and escalated calls from clients.

Unisys Corporation, Blue Bell, PA February 2005 -

March 2006

Operations Manager, Remote Managed Services Centre

. Managed over 30 staff responsible for providing Windows server,

network and security managed services to over 25 domestic and

international clients in a 24 x 7 x 365 ISO9000 call center

environment.

. Establish operational documentation standards under ISO9000 guidelines

using document management systems and MS Sharepoint

. Serve as point of contact for clients designated as critical by

working closely with other service delivery LOBs to ensure resolution

of satisfaction concerns. This includes face-to-face meetings with

clients and leading teams of cross-organizational employees to develop

and implement plans for solving client satisfaction issues and

reporting to senior management of my analysis.

Computer Works, LLC, Collegeville, PA July 2003 -

February 2005

Assisting SMB's to maximize the productivity from their technology

investments

. Design, install and maintain office network and security solutions to

protect home and office networks.

Reuters America, Inc., Norristown, PA October 1999

- July 2003

Director, ASP Service Management & Hosting Project Manager

Served Reuters clients by hosting and supporting Electronic Brokerage web

sites and financial content (news, stock quotes, etc.) delivered to client

end-users via the internet through multiple data centers hosting over 1000

servers in a 24 x 7 x 365 operation.

. Managed Hosting Department subject matter experts in Windows

administration, networking, Unix administration, Oracle, firewalls,

monitoring systems and first level application support (NOC).

. Designed NOC processes, procedures and tooling for proactive

monitoring, incident identification, alerting, and escalation of

events.

. Responsible for complete service delivery to clients, both internal as

well as external customers.

. Responsible for all data center infrastructure; air conditioning, UPS,

power generators, smoke & fire systems, security monitoring, cabling,

racks and cabinets for multiple data centers up to 7500 Sq. Ft.

. Managed multiple concurrent projects, implementing new services and

major changes by working closely with application teams, coordinating

staff activities, maintaining project plans and communicating status

to involved parties.

. Developed many policies including change management, monthly

maintenance outage, system deployment, incident reporting and many

more.

. Planned strategic objectives for web site statistics, performance, &

availability monitoring & reporting.

. Architected a system-monitoring environment based upon HP OpenView and

other tools.

. Negotiated vendor contracts and managed on-going service relationships

with existing vendors.

AstraZeneca, Wayne, PA June 1998 - October 1999

System/Product Engineer

Network Manager in an out-sourced environment for new capability and

additional capacity network projects.

. Responsible for data network, voice, video conferencing and data center

facilities projects.

. Responsible for all data center infrastructure; air conditioning, UPS,

power generators, smoke & fire systems, security monitoring, cabling,

racks and cabinets.

. Managed relationships with strategic hardware, software and telecom

vendors.

Pierce Leahy Corporation, King of Prussia, PA June 1992 -

June 1998

Manager, Networks and Communications

Responsible for all aspects of the corporate network components; Windows

Servers, WAN, PBX and call center technical support.

. Managed a staff of 11 technical professionals to design, install and

maintain a 200+ node Windows-based LAN, the 160+ node international

frame relay WAN, all internet services, and telephony.

. Responsible for a $3,000,000 operational and capital budget.

Paramount Packaging Corp., Chalfont, PA September 1984 -

June 1992

Corporate Manager, Information Services

. Responsible for the complete operation of the information services

department including telephony.

Additional IT experience available upon request January 1977

- September 1984

Education and Certifications

2005 PMP Certification (Project Management Institute Project

Management Professional)

2004 GIAC Security Essentials Certification (Sans.Org GSEC)

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