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Manager Management

Ephrata, Pennsylvania, 17522, United States
May 30, 2010

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David S. Smith

** ********** ***** ? Ephrata, PA 17522 ? (717) ***-****


An experienced, business-minded IT leader with over 10 years of IT

Operations experience in a variety of Technician, Project Management, Line

Management, and Director roles. Most recently served in an operational

capacity as a direct report to the CIO. Passionate about enabling and

empowering people, processes, and technology in a way that facilitates

organizational success. Expert knowledge and experience implementing

process and technological improvements to impact incident reduction in

promoting progress of IT project delivery.


. Master of Business Administration (MBA); Penn State University

. BS in Information Systems, Minor in Business Administration; Clarion

University of PA


. ITIL v2 Service Level and Financial Management Certification

. ITIL v2 Foundations Certification


. Oracle (PeopleSoft) ERP


. Database (Oracle, Sybase, Microsoft)

. Windows (Server and Desktop)

. Linux/Unix (HP, Sun, RHEL, AIX)

. LAN/WAN (Cisco)

. Virtualization (Citrix, VMWare, Virtual Server)

. Email (Exchange, Lotus Notes)

. Remote Desktop Administration Apps

. Monitoring (HPOpenview, Solarwinds, Tivoli, ZenOSS)

. Backup and Recovery (NetBackup)


Windstream Communications, Inc., Ephrata, PA 2008 to 2010

A provider of integrated communications services to residential and

business customers in markets throughout the eastern half of Pennsylvania

with annual sales of $149M. Served as a direct report to the CIO. (D&E

Communications was recently acquired by Windstream Communications.)

Manager - IT Operations and Support

Capital budget responsibility of $2,100,000; Operational budget

responsibility of $3,200,000. Provided coaching and leadership for a total

of 15 technicians, engineers, architects, and supervisors.

. Implemented the first of a 3-phase plan for a fully redundant Data

Center infrastructure based on a tiered application support model.

. Reduced the number of service impacting incidents by 15% in 3 months

by focusing the team on the principles of ITIL and root cause


. Implemented the first real scoring model for IT Systems Availability

resulting in a clear and accurate measure of success of IT for our

business partners.

. Provided guidance to the facilities department on best practices for

Data Center facility requirements (power, cooling, raised floor

management, change implementation, etc.).

The Vanguard Group, Malvern, PA 2000 to 2008

One of the world's largest investment management companies and one of the

leading providers of company-sponsored retirement plan services. Manages

more than $1 trillion in U.S. mutual fund assets, including over $500

billion in retirement assets.

Line Manager - TOPS Deployment (2007 - 2008)

Operational Budget responsibility of $825,000.

. Strengthened the partnership with application development, delivery,

and support organizations responsible for providing enhancements to

the production environment.

. Implemented new and strengthened existing controls to the progression

of application code to the production environment resulting in fewer

defects and service level impacting incidents.

. Provided balance of technical ability and governance to a role that

was otherwise viewed as a "roadblock" to implementation.

David S. Smith

Page 2

Line Manager - TOPS Deployment - Continued

. Optimized the internal dashboard of metrics used to manage outcomes

and report successes to executive sponsors and other stakeholders.

. Ensured 24/7 support for deployment of application code supported by

over 2000 developers.

Line Manager - TOPS Availability (2007)

Operational Budget responsibility of $450,000.

. Restructured scoring model for all application categories to simplify

availability metrics and ensure a closer alignment with industry

standard reporting organizations.

. Successfully coached team members with progressive career goals.

Successful retention and motivation of team members who were

comfortable with their current roles.

. Responsible for departmental ITIL Incident, Problem, Availability, and

Service Level Management functions.

. Interacted regularly with CIO and Senior VP level management within IT

and various business units.

. Defined, validated and maintained bookkeeping for all IT Service Level

application outages.

Availability Manager (2005 - 2007)

Liaison between Business and IT Management during SLA impacting Incident

and CRISIS situations.

. Lead and facilitated Process Mapping initiatives and departmental

dashboard optimization project for Production Services department.

. Managed multiple DMAIC projects, designed to optimize business

practices within the division and ensure attainment of service level

agreements and quality standards.

. Served as the Recruiting Relationship Manager for Vanguard IT and the

National Society for Black Engineers (NSBE)

. Served as the Diversity Champion for Vanguard's Technology Operations

crew members by sponsoring fun, educational, and informative events

that promoted diversity and inclusion.

Project Lead/Systems Analyst (2004 - 2005)

. Managed DMAIC Project Management resulting in over $995,000 in


. Served as Front-line technical support for all mainframe hardware,

systems software, and applications.

. Provided leadership by identifying, accepting, assigning, and managing

all team projects.

. Created, implemented, and socialized the teams Dashboard to ensure

quality and appropriate quantity of work.

Senior Database Administrator (2000 - 2004)

Project Management of enterprise-wide Oracle upgrades for over 10,000

client workstations, and 1,000 UNIX and Intel servers.

. Responsible for the guidance of application teams to appropriate

architectures to support business requirements.

. Planning and implementation of disaster recovery solutions for

database environments using EMC and Oracle HA solutions.

Future Reach Technologies, LLC, West Chester, PA 2003

A minority owned IT consulting firm with an expressed interest and

expertise in providing Oracle database administration and Java development

for the Philadelphia Metropolitan area.

Oracle Consultant

Responsible for Oracle database and systems administration tasks for

organizations in the Philadelphia area that require Oracle expertise.



. Founder of a non-profit corporation with the mission to provide basic

education on personal financial management principles for the

underserved market segments of America. Successfully partnered with

various organizations in Southeastern PA, including Habitat for

Humanities of Lancaster.

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