Manager Engineer

Matthew Perry, ITIL Foundation v.*

* *** ******* ****** *****, Southaven, MS 38672 9 01.438.7344

m abnxbl@r.postjobfree.com

S UMMARY

E xperienced and driven information systems professional seeking to utilize extensive

technical knowledge (8+ years), ITIL best practices and bachelor’s degree in business –

information systems in order to measurably contribute to your organization and

d istinguish myself among y our t eam o f IT p rofessionals.

O BJECTIVE

S eeking manager / experienced professional position using ITIL to excel in multiple roles

such as; account director, service delivery manager, operations (production support)

manager, or service desk management for a company that values leadership, organization

a nd a c ontinual drive to exceed customer expectations .

E XPERIENCE

S ystems Engineer – G lobal Operations D ec. 07 – P resent

S mith & Nephew, Inc., Memphis, TN

P art of a small team responsible for maintaining availability to the production

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environment for an industry leading medical organization that operates in 32

countries and generates annual sales over 3 million dollars.

Primary Responsibilities:

B usiness critical incident handling including; root cause identification,

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coordination of resources to drive resolution, documentation, and liaising with

external vendors such as, HP, EMC, and Dimension Data (UK).

W orking directly with Global Account Managers to maintain strong relationships

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with internal and external customers throughout North America.

C hange Management (utilizing ITIL) – processing and documenting change control

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documentation for internal and external auditing and review. Coordination of

hardware and software changes to the production environment including all

project-related changes or enhancements and periodic modifications such as

windows updates, etc. Review network capabilities, capacities and scheduling

requirements to determine if requested or planned changes are optimal.

P roduction Support Monitoring – Windows server (US & UK), Network (US), and

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business critical application monitoring via SolarWinds. Primary monitoring

administrator for Smith & Nephew live production environment. Ensure that

proper operating procedures are followed. Monitor and ensure the availability,

integrity, functionality, and performance of the networks.

D aily, weekly, and periodic production support tasks including; backups (EMC

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Networker & Veritas Netbackup) with daily tape rotation, processing SAP

transports to external vendor for import, documenting application support for

transitional handover, and other project related tasks.

L ed initiative to institute a Global Technical Services Project Liaison that acted as

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the key technical lead for all projects going live within Smith & Nephew GIS. This

initiative has included making effective formal and informal presentations to

customers, peers, and managers. These presentations may include complex

technical material or detailed business analysis.

N etwork Engineer J an. 06 – D ec. 07

F red’s, I nc., M emphis, TN

R esponsible for entire company server farm (35 Win2K3 & 2K) including all

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installation, configuration and implementation with all corresponding applications.

R esponsible for AD structure administration and implementation including group

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policy, new users and configuration changes.

R esponsible for administration tasks and configuration of MS Exchange 2003.

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P erform al l project management and maintenance tasks in relation to network

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operability and connectivity and make recommendations on upgrades and new

n etwork requirements.

A ll help desk manager responsibilities in a 1000+ user environment

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S trong customer support skills and ability to train, manage, and lead others in a

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fast-paced environment.

2 nd l evel support roles for Cisco configurations including all core routers and

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internal switches.

R esponsible for identifying and articulating user needs and common complaints

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regarding software, hardware and system functionality to management.

P ersonally hosting group and individual training on all aspects of information

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systems and software applications for large and diverse user community.

D evelop and ‘sell’ large scale network configuration change requests to

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management and inform and train users on changes to the functionality of

network systems.

I T Specialist – T echnical Trainer M arch 01 – J an. 06

U nited State Navy, Seattle, WA

L ead a team of 10 junior network administrators responsible for performing day-

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to-day administration and maintenance of a classified network.

R esponsible for all network security, training documentation, end-user support

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and information continuity in a 24-hour environment.

R esponsible for administrative tasks in a MS Exchange 5.5 environment and all

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testing requirements utilizing MS Windows 2000 & 2K3.

M aintained mentorship program and conducted counseling to junior personnel on

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all facets of network operations, software development and end-user support.

C onducted non-technical team building exercises and excelled at creating

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outstanding rapport between end-users and support staff.

A ssisted international network operation centers in diagnosing connectivity issues

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and maintaining system operability while onboard the USS Abraham Lincoln in 3

separate theatres of battle.

A cted as international liaison and training specialist between the United States

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and other countries (Italy and Germany) during network operations in the Arabian

Gulf.

R esponsible for keeping IS library consisting of; all tape back-ups, server logs and

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configuration request changes, training documentation and licensing.

S YSTEMS PROFICIENCY & C ERTIFICATIONS

H ardware

D ell Power Edge, PCs & laptops, IBM AS/400, EMC SANs, Compaq, HP, Blackberry and

Verizon handhelds, Cisco routers 2600 series – switches 3550s

R elated Skills & Cert.

I TIL Foundational Certification v.3, Windows 2003 & 2003r2 Enterprise, HPUX, SunOS,

Cisco IOS/VPN, Active Directory, MS Exchange 2003, SAP, iSeries IBM AS400

S oftware

R emedy v.7, MS Office, Veritas BackupExec, EMC Networker, Remedy (BMC), MS

Sharepoint, Symantec, McAfee EPO Anti-Virus, Cisco IP Communicator, MS Office

Communicator, SurfControl Web/Email Filter with Personal Email Manager, Argent

Network Monitoring, Robocopy, CA Intrusion Detection including Pest Patrol, Alcatel

X-Vision, Facetime, Magic Help Desk System, Adic Scalar i500 tape Library

E DUCATION

B .S., B usiness – I nformation S ystems

U niversity of Phoenix 2008

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