Customer Service Management

- Information Technology Manager -

A distinguished Technology Leader with 11 years experience in planning,

developing, and implementing a diverse range of enterprise technologies

within multiple industries. Demonstrated success managing Server,

Desktop, and IT Operations support teams in a 24x7 environment. Well

organized, results oriented individual with proven ability to implement

standards, procedures and process that improve business functionality.

Solid management, and technical skills, capable of leading and

motivating individuals to maximize levels of productivity, while

focusing on building strong client relationships.

Key strengths include:

. Network and Systems Security

. System Analysis and Evaluation

. Network and Systems Management

. Team and Project Leadership

. Network Planning and Design

. Contract Negotiations

. Enterprise Application Management

. Vendor Management

Professional Experiences

Technology Manager ( EWS ( Scottsdale, AZ 2006 -

Present

- Established 24x7 Data Center IT Operations and Technical Support

departments.

- Designed and implemented new enterprise support architecture

focusing on centralizing incident, request, and change management.

- Communicated business requirements to IT staff and directed the

implementation and management of cost effective and creative

technologies, processes and solutions.

- Authorized system analysis, design, security, installation,

maintenance and enhancements.

- Collaborated with project management and operational departments

to ensure successful project scope, priority and deployment with

high levels of quality, timeliness and customer service.

- Improved technology support response times by implementing ITIL

guidelines and process automation.

- Planned, developed, and managed desktop & server configurations,

network security, data encryption, infrastructure backups, and

disaster recovery.

- Developed IT policies, business procedures, and successfully

managed their implementation.

- Identified, researched, and evaluated technology and vendor

options.

- Communicated project status to executive leadership team.

- Directed enterprise change-management, performance monitoring,

patching and version upgrades.

- Continually analyzed department performance, deliverables, and

service metrics to identify creative opportunities for improved

control and service.

- Promoted awareness of enterprise tools, support techniques, best

practices, design patterns, and problem solving methodologies.

Technical Lead - Network Administrator ( SWCA Inc. ( Phoenix, AZ 2005 - 2006

- Senior technical member responsible for leading the IT team in

daily support functions.

- Implemented & planned server installs, upgrades, and critical

patch management.

- Directed new infrastructure design for the main corporate office

and 18 remote sites by successfully managing a 13 month project

converting 700+ users to a Microsoft 2003 active directory network

resulting in $1,500,000 budget savings.

- Designed and deployed an automated web-based trouble reporting and

tracking system which centralized technical support and increased

support staff response times by 60%.

- Managed content, stability, and ongoing security of standard

software packages for staff use, including software licensing and

auditing.

Sr. Client/Server Systems Administrator ( Federated Investors ( New 2000 - 2005

York, NY

- Managed the technology infrastructure for the Kaufmann investment

division of Federated Investors.

- Responsible for all aspects of the financial firms LAN consisting

of Windows 2000/2003 servers, Windows 2000/XP, Mac OS, and Linux

clients.

- Provided level III support for all production servers, network

equipment, and backup systems.

- Planned and implemented migration from windows 2000 to windows XP

desktops and migration of Windows NT domain to Windows 2000 Active

Directory.

- Instrumental in developing and implementing Business Continuity

and Disaster Recovery (BCP & DRP) Plans for 2 New York sites.

Systems Administrator ( Bruno Real Property ( Brooklyn, NY 1999 -

2000

- Retail Business Systems Administrator responsible for all aspects of

server and desktop support, printers, and end user support.

- Maintained all Windows 2000/NT Servers, Exchange, tape backup

devices, and Nortel phone system.

- Provided support on Office 2000, Windows 2000, and various

engineering & office applications.

- Provided support to all aspects of business including Customer

Service, Accounting, Executive, and Manufacturing.

Education and Certifications

- Bachelor of Science in Information Technology, Western Governors

University UT, 2009

Major in Network Design and Management

- Microsoft Certified Systems Administrator

- Certified Internet Web Professional

- CIW Database Design Specialist

- Comptia Project + Certified

- SCJA Sun Certified Java Associate

Technical Expertise (

Operating Systems: Linux, Windows NT/2000/2003/2008/XP/Vista/7

Workstation/Server, Terminal Services, Mac OS X, DOS, AS400

Application Software: Microsoft Project, IIS and Apache Web Server

Administration, MS Exchange, Active Directory, Microsoft

Office, Microsoft Visio, Microsoft Access, Microsoft SQL

Server, Nagios, Zabbix, Nessus, MySQL, LANDesk

Technology Application: TCP/IP, SQL/ODBC Web Integration, Network and

Systems Security, System Performance and Monitoring,

Process Automation, Systems Architecture, VMware, Disaster

Recovery/Business Continuity, NAS, SAN

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