Principle Information Technology Specialist, IT Consulting Services, Outsourcing, and Data Center Operations

involving 14 Fortune 500 companies including: General Dynamics, AT&T, Boeing, ING, FSG, Washington

Mutual, Raytheon, CSC, Sempra Energy, Sun Microsystems, and Nortel Networks.

HIGHLIGHTS

• Technology Evangelist with 28+ Years Experience – Leading Corporations in a Strategic Direction to

Achieve Their Business Objectives Using Best Practices and Maturing Their Processes to a Level 3 Model.

• Managed AT&T’s Global Outsourcing Engagement with Tech Mahindra and IBM Global Services:

Coordinating Multiple Data Centers and Managing teams on 3 continents (North America, South

America, and Asia)

• Skillful Negotiator.

• Assisted GDDS with their disk to disk daily backups (Tapeless Environment).

• Managed and Mentored Hundreds of Computer Professionals (Engineers & Analysts):

to Support Critical Production Applications and Delivery in 24/7 Environments:

• Excellent Communicator – Skilled in Presented Communications Updates to Executive Management.

• Data Center Troubleshooting Experience involving a Complex and High Stress Work Environment

• New Business – Key Player in CSC Pennant Alliance winning the COSD IT Outsourcing Contract.

$1 Billion Revenue over 7 years, Increasing Profit and Loss (P&L) ratio by 21%

• 20+ years experience with Hierarchical Storage Management (HSM).

.

TECHNICAL

Hardware/Software Infrastructure (Mainframe/Midrange/Server), Managed Technical Support, Business

Development, SAN Storage (EMC, HDS, NetAPP) Support, Software Asset Management (SAM), Sarbanes-

Oxley Act (SOX), ITIL, ISO9001:2008, Six Sigma Quality, IT Governance (ISO 38500 / Cobit), Customer

Support, Vendor Support, Contract Negotiations, Risk Management, Service Delivery (SLA), Service

Restoration, Security, WAN/LAN Network Support, Business Continuity, Power and Cooling Technologies,

and Facilities Support.

• Gartner Trained

• Tier 0 Data Storage Knowledgeable – Fusion I/O (Flash Memory / NAND Clustering Technology)

• MCSE (Microsoft Certified System Engineer)

• Microsoft - MCP #2698912

• MS Office – Word, Excel, Outlook, Visio, PP, Project

• ITIL V3 Foundations

TROY GARCIA – Page 2

Director Technology and Infrastructure

EXPERIENCE

PlantCML (EADS North America) 2009 – Present. http://www.plantcml.com

A leading provider of mission critical communications and response technologies for public safety, business continuity

and homeland defense in 14 of the top 20 most populous U.S. cities and internationally in 15 countries.

IT Manager

• Lead the IS Department: Ensure the high availability of critical business applications by implementing best

practices and mentoring IS team. Selecting the best of breed infrastructure/technology, and business partners

(including some of our applications being served up in the cloud)

• Ticket Management: Ensure IT Team is resolving Corporate Help Desk Requests in a timely manner.

• Salesforce.com - CRM, Epicor - ERP, MS Server & SQL 2000-2008, VMWare/ESX, Exchange, Sharepoint

• 3.5 Million dollar Annual Budgetary Responsibilities

• Vendor Relations, Contracts, and Software Asset Management (SAM)

• Team Builder – Fostering a positive professional attitude to improve the communication and working environment

setting the expectation of world class service and excellence

Achievements

• Project Manager for the MC911.COM client facing website reorganization project.

Successfully delivered project on time and under budget

• Virtualizing Data Center (VMWare/ESX and SAN/NetApp) environment

Data Center Architecture: Adding redundancy and eliminating single points of failure

Tech Mahindra / AT&T, 2006 - 2009. http://www.techmahindra.com

A global systems integrator and business transformation consulting firm with 24 locations in 14 countries including 11

state-of-the-art development centers and 13 sales offices in Americas, Europe, Middle-east, Africa and Asia-Pacific

Senior Enterprise Manager (Functional Project Manager)

(India Offshore/Onshore) Telecom Consulting Industry -

• Single Point of Contact for Service Interruption and Restoration: Lead a team comprised of 4 direct report

managers and 45+ analysts: Providing Level 1 / 2 support Across 4 geographic locations in the US and in India (For

the AT&T Client). ROCC – Operations Services, Exception Monitoring (HP Openview / Netcool, Patrol),

Change/Outage Management, Service Restoration – Driving the Mean Time To Restorel (MTTR) down to meet

Service Level Agreements (SLA), Coordinate Triage, Escalation, and Notifications for Complex Outages.

Performed Root Cause Analysis. Relationship Building: Customers, BTP’s, Vendors, and Management.

• Coordinate Global Team with PMO Service objectives and report on Monthly Service Matrix with AT&T ITO.

• Open Systems – 18,000 Servers (HP,SUN,IBM: Unix, Wintel, Linux, VMware) (Websphere, Oracle, MqSeries)

• IBM zOS Mainframe (50,000 mips), (SAN, TCP/IP, IMS, CICS, DB2, DFHSM, IBM ATL/VTS, STK ACS 440).

• Delivering all Projects on time and under budget.

TROY GARCIA – Page 3

Director Technology and Infrastructure

Achievements

• Process Improvement: Implemented ITIL V3 processes into department IT governance, policy, and procedures.

• Mentor 45 + analyst team in proficient IT support, communication, knowledge base, and escalation process.

• Client facing Service Delivery Manager: Negotiating Service Levels and Process Improvement.

• Successfully reorganized offshore (India) technical teams and virtualized the onshore team model - leveraging our

resources, reducing labor costs by 20%, and increasing our clients ROI.

• Successfully transition Mainframe workload to IBM Global Services Brazil.

Computer Sciences Corporation (CSC), 1991 - 2006. http://www.csc.com

CSC provides consulting, systems integration and design, IT and business process outsourcing, applications software,

and Web and application hosting to its clients in industry and government

Senior Technical Team Lead (Functional Data Center Manager) – 7 x 24 - IT Outsourcing Industry

• ING Support:

Lead a Team of Analysts providing Level 1 / 2 Support for ING Financial Services processing (exception monitoring),

nightly batch processing, and backups. Driving the MTTR below 15 minute SLA.

• FSG - Financial Services Group:

Lead Team of Analyst providing Level 1 / 2 Support for FSG Mainframe Platform including: Hogan and LOGIC

Divisions. Ensured online systems were available, Network Connectivity, and ITIL Processes followed for high

availability of critical business applications.

IT Support: Lead a Team of Analysts supporting:

• Data Center Infrastructure (Mainframe, Midrange, Open Systems AS400, UNIX, DEC/VAX, Wintel Platforms).

• New Business - Due Diligence, Knowledge Transfer, Project Transition, Account Improvements.

• Mission Critical Systems (IMS, CICS, DB2, MQseries, Web Portal/Servers, Citrix, Exchange/Blackberry, DB &

Apps (Oracle 11.i / RAC, SQL, SAP, ERP, Data Warehouse), and Network (LAN/WANVTAM/SNA) availability.

• Daily Backups & Restores (SAN/NAS – ATL/VTS – Silo’s) (Netbackup, Brightstor, Arcserv, Legato, Xomni).

• Change, Problem, Risk Management. Escalation, Process Improvement. Service Restoration, Root Cause Analysis,

Automation, Disaster Recovery, and Documentation.

• Service Level Agreement (SLA), meeting and exceeding expectation. Driving the MTTR below 15 minutes.

• Facilities Support: 70,000 Square feet raised floor. Fire Control and Power Systems.

• Training for 25+ Major clients Portfolio’s spanning multiple Industries: Defense, Government, Aerospace

Financial, Telecommunications, Energy, Manufacturing, Education, and Healthcare.

Achievements

• New Business - Hand picked by the President of CSC Pennant Alliance in winning the COSD Outsourcing Deal.

$1 Billion revenue over 7 years, increasing Western Centers Profit and Loss (P&L) ratio by 21%.

• Asset Management Project - Successfully Lead an Asset management project team for the BAE client. Coordinated

with 25 Unix System Administrators inputting 1000+ servers into common database for Asset Inventory and

Management called NETIESS, and designed custom reports. Completed the 6 month project on time.

• Project Lead for ISO9001 Quality Certification for CSC Western Center - Setup the Lotus Notes

Documentation database and worked with the auditors and trained the staff in the ISO processes

TROY GARCIA – Page 4

Director Technology and Infrastructure

General Dynamics, 87 - 91. http://www.generaldynamics.com

Defense industry contractor for shipbuilding and marine systems, defense systems, land and amphibious combat

systems and munitions.

Operations Systems Analyst (Functional Operations Supervisor) – 7 x 24 Data Center Environment.

• Directed the day to day activity and work flow for a 60+ computer professionals – GD Data System Division:

Supporting engineering teams in 6 GD Aero Space Divisions. ( Automation, Output Services / Distribution, Call

Center, Networking Departments)

• Directly responsible for essential hardware, software, and networks for the sustained operation.

• Responsible for Trouble Shooting (identifying, resolving, improving) System Lockups and Failures.

• Followed the TQM – Total Quality Management process.

Achievements

• Lead Team in US military contract support As the Operations Security Supervisor, I was responsible for conducting

Scientific (Cyber 840/855 / NOS/NOSBE) closed room Classified Processing for Rocket and Aero Space Research

and Development Engineering teams and the US Navy. I held a US Government Secret Clearance and was

responsible for properly handling classified documents brought into and created out of this environment.

* References Available on Request *

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