Manager Management

Dee Shea

*** ***** **** ****, *******, MA *****

978-***-**** . ****.*****@*******.***

EXPERIENCED IT OPERATIONS MANAGER

10+ Years of IT Management . Multiple Industries . Complex Enterprises .

24/7/365 Infrastructure Support . Data Center Operations . Procurement

&Vendor Relationship Management . Desktop Hardware/Software . Helpdesk .

AssistiveTechnologies . Project Management & Implementation. Budget

Management . Recovery Planning. SOX Compliance . IT Asset Management

Accomplished, customer centric, solutions-oriented IT professional with a

valuable blend of hands-on and management experience in challenging

environments. Experience managing a diverse workforce. History of cost

saving and efficiency-enhancing achievements. Sound business sense and

training; MBA degree.

Platforms and Hardware

AS400, I5OS, IBM Mainframe, 3COM and Cisco Network Switches, Avaya Dialers,

Sun ES6000, Siemens Hi-Com 300,

MVS, CISC, Microsoft SQL, Seagate Crystal Reports, Remedy Help Desk,

Microsoft Server Platforms, Active Directory, WINS, DHCP, Citrix,

SharePoint, Exchange, Lotus Notes, Exchange.

PROFESSIONAL EXPERIENCE

Golden State Water Company - San Dimas, CA

Information Technology Operations Manager (2006-2008)

Successfully maintained 24/7 responsibility for data center environmental

equipment. Managed multiple department budgets ($500K) and a staff of

eleven. Ensured efficient and accurate customer billing using AS/400/I5

platform. Developed policies, procedures and information record keeping

for IT audits. Responsible for daily remittance and reconciliation of

customer accounts for water and utility.

Selected Highlights/Achievements

. Authored and selected RFP vendor and successfully project planned and

replaced cash remittance equipment,

eliminating headcount by 50%.

. Managed successful delivery of 200 desktops located in corporate

office and customer care call center.

. Successfully project planned the replacement of Pitney Bowes inserter

equipment, eliminating non-discounted

postal rates for bulking mailing of water bills.

CitiCards - Rancho Cucamaonga, CA

Information Technology Site Manager (2003-2005)

Focused on critical areas of IT/OCC audit and Windows OS audit.

Specifically:

. Audited health check tests in preparation for IT/OCC audits for

LAN/network security, data security, user groups

accounts, hardware/software security, storage and retrieval

procedures, installation and configuration guidelines,

LAN room security, capacity planning and performance procedures and

change control.

. Successfully concluded a data center/facility shut down.

Sears Credit - Rancho Cucamaonga, CA

Regional Operations Manager (1998-2003)

Directed, planned and organized the maintenance, inventory and asset

management of 20+ Wintel/Unix Servers and 1800+ PCs. Managed 24/7

infrastructure operational support for eight Sears Call Centers. Managed

four network engineers, four Wintel/Unix administrators, four desktop

support specials and four telecom specialists. Developed and delivered

monthly operations reports. Managed local relationships with vendors and

contractors such as Siemens, AVAYA, SUN, Microsoft, Cisco, Dell, Verizon,

and AT&T.

. Designed and implemented a diverse portfolio of infrastructure

projects, including the Sears Credit domain

conversion to the Sears Enterprise domain, eliminating need for an

onsite technical team. ($300K savings)

. Managed the effort to refresh 1800+ desktops in multiple call

centers, eliminating costs to hire outside technicians.

. Maintained required level of service (SLA) for call center requests,

resolving 90% of problem tickets within 24 hours.

. Selected to serve on the company's Change Management Procedure

Board.

Professional Pensions, Inc. - East Haven, CT

IT Technology Manager (1995-1998)

Managed the telecommunications infrastructure hardware/software, with an

annual budget of $300K. Directed senior support specialists and AS/400

systems operators.

. Migrated legacy AS/400 to iSeries, resulting in cost decrease of IBM

support contracts.

EDUCATION

University of New Haven Master of Business Administration

Southern Connecticut State University Bachelor of Science

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