TODD LINEBERGER
Scottsdale, AZ 85260 Email:
abmroc@r.postjobfree.com
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Call Center Operations / Infrastructure Support / Computer Installation &
Configuration / Customer Support / Global Operations / ITIL / Vendor
Management / Process Improvement / Recruiting
Senior IT Manager, experienced with infrastructure operations and service
delivery. Superior communication skills with proven track record of
business process improvement and achieving operational goals in multi-
business, global organizations.
. ITIL version 3, Foundation level certification
. Experienced leading change in complex environments; versatile and
resourceful leadership
. Service owner who works effectively with business partners and
technical architects
. Outstanding personal skills inventory; critical thinking, influencing
and negotiation skills
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PROFESSIONAL EXPERIENCE
THE CAPITAL GROUP COMPANIES 1993-2009
Telecom Manager / Senior IT Manager, AVP Scottsdale, AZ (2004 - 2009)
Responsible for office IT infrastructure (network, voice, server) as well
as end user support services for desktops, laptops, mobile devices, and
ancillary office systems (audio visual). Managed Call Center
infrastructure (Aspect ACD) and associated call recording environment
(Dictaphone, Voice Logger and Aspect AQM).
Key Accomplishments
. Implemented company's first IP telephony installation of Cisco's
Unified Communications Manager (CUCM) and Unity Messaging as part of
the Phoenix Office project. Served as Voice Operations Stakeholder /
Service Owner for subsequent enterprise telephony and messaging
implementation supporting 5000 end users.
. Led corresponding business transformation initiative by consolidating a
segregated voice infrastructure team, and developing / documenting a
global support model, which improved efficiency and incorporated a
"follow the sun" support approach with Europe and Asia.
. Led continuous improvement initiative for incident management
procedures including the creation of SLA performance reporting, which
helped reduce service level breaches nationally to below 5%.
. Improved change management processes through implementation of a Q/A
test infrastructure, centralized management review of planned changes
and risk, and detailed expectations for outage notification and
communication.
. Defined and implemented proactive event monitoring of voice environment
(Prognosis and NetIQ); ensured quality of service and high availability
through active alerts (HP OpenView) monitored by IT Operations.
. Operations stakeholder for various enterprise project initiatives /
upgrades to include Desktop Encryption, Aspect Call Recording, Windows
XP, Asset Management and Data Recovery.
. Led operations review of Enterprise Backup Infrastructure project and
developed alternative approach resulting in a savings of $200K from
original project budget/scope.
. Managed a site review and revision of the office business continuity
and disaster recovery plan
. Worked with compliance teams in meeting / resolving all SOX audit
requirements and/or exceptions.
TODD LINEBERGER 480-259-
7143
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Technical Support/Network Analyst Norfolk, VA (2001-2004)
Technical support for PC's, laptops, printers, mobile devices and related
business applications in a multi-business service center with 800
associates. Supported Windows and Novell servers (app, file, and print)
via Active Directory and NWADMIN.
Key Accomplishments
. Effectively managed desktop and printer lifecycles according to
established TCO targets. Led enterprise effort to reduce excess
printer and fax inventory from all service centers.
. Completed numerous application installations and upgrades as a site
project leader/subject matter expert including Lotus Notes 6.0, Windows
2000, Symantec Anti-Virus, VPN remote access
Manager, Shareholder Services Norfolk, VA (1999-2001)
Managed customer support team responsible for inbound/outbound calls and
investment processing.
Key Accomplishments
. Assumed lead recruiting role responsible for sourcing, pre-screening,
interviewing prospective candidates, and representing company in local
recruiting events and job fairs.
. Improved accuracy and consistency of several department forms by
automating data entry via Adobe forms.
Manager, Print-Distribution Center Virginia Beach, VA (1994-1999)
Managed high volume statement processing facility with annual mailing
volumes exceeding 8 million statements with total postage expenditures of
over $12 million.
Key Accomplishments
. Quickly adapted to production environment, becoming proficient with
MVS/TSO (IBM OS390), Xerox 4635 laser printers, Bell and Howell
Mailstar-500 inserting machines
. Transformed a poorly performing team through numerous business
processes improvements, which minimized rework, increased quality, and
completely eliminated outsourced labor.
. Implemented key process improvements for month end reporting, dividend
check audits, duplicate statement requests, and various operator audit
logs for statement printing and inserting.
. Designated trainer for incoming print center managers in each of the
national print centers.
Manager, Administrative Services Norfolk, VA (1993-1994)
Hired at Capital Group to manage a team of 14 associates responsible for
ancillary office and administrative services to include duplicating,
conference room setup, shipping / receiving, and inbound mail
classification.
Key Accomplishments
. Designed and implemented multi-site tracking database for priority
mail, which reduced processing time and improved efficiency of research
requests.
. Implemented new business processes for automating duplicating requests
and inbound mail sort.
AWARDS / RECOGNITION
. Phoenix office accorded top ten ranking in Phoenix Business Journal's
"Best Places to work in Phoenix" for three consecutive years (2005-
2008).
. Ranked top five in 2007-2008 Computer World "100 Best Places to Work in
IT" (#1 in 2008).
EDUCATION AND TRAINING
. Bachelor of Science, James Madison University, Harrisonburg, VA
. Numerous management classes, formal technical training and self study
to include A+, Network+, Novell CNE, CCNA, Microsoft MCP, Windows 2000
& XP Lotus Notes, CiscoVoice, CUCM and Unity, ITIL