Management Manager

Charles A. Antonelli

**** *** *** *** **, New York, NY 10029

646-***-****, *************@*****.***

Primary Roles

Service Delivery Manager, Technical Consultant (Unix/Windows),

Business Continuity/Disaster Recovery Specialist,

I/T Security Analyst, Senior Unix Admin, I/T Auditor

I am a leader and award-winning performer with hands-on experience in many

aspects of corporate information systems management. This includes I/T

security, implementation, patching, ITIL incident, problem and change

management, compliance auditing and disaster recovery planning, execution

and testing.

As a Service Delivery Manager, I am a trusted advisor to management and

technical teams, ensuring the highest levels of systems and data integrity.

I navigate with ease through complex organization dynamics and am adept at

deploying best-of-class security compliance processes. As a Technical

Consultant, D/R Specialist or SysAdmin, I have years of experience of hands-

on system administration, configuration/integration and the management

skills required for prompt, high-quality results.

I'm a well rounded, dedicated and results driven, customer oriented I/T

professional with years of experience with virtually every hardware

platform from mainframes to micros.

I am seeking a new career in strategic I/T management -- for example:

Technical Consultant, Integration/Migration Project Manager, Service

Delivery Manager are all good fits for my skills. I am based in the New

York City area, but am okay with customer travel (up to 75%). I am

experienced and have the required discipline for working from home or

remotely.

Career Progression

Service Delivery Manager - NYSE Euronext (New York Stock Exchange via STS)

April 2011 - September 2012

. Ensured deliverable technology standards from NYSE I/T to NYSE's

Commercial Division (NYSE Technologies).

. Established a new service review process by planning, organizing and

facilitating recurring meetings.

. Established and maintained strong working relationships with senior

sponsors, department heads and process owners.

. Performed metrics reporting and OLA/SLA creation and management.

. Developed and presented weekly, monthly and quarterly service reports

to upper management and business line owners.

. Responsible for managing NYSE Euronext commercial services (designing,

mapping out, getting buy-in for and maintaining the most appropriate

SDLC structure for the organization).

. Interfaced and level-set expectations of all levels of I/T delivery

including Incident, Change and Problem Management, SAEs (Linux,

Windows, etc.), NetOps, Operations end customer situations and

business line managers.

. I/T project management for new commercial products, including VMware.

Major Incident Manager - IBM Global Services (via Artech)

May 2010 - November 2010

. Execute upon established processes to expedite event recovery for

IBM's customers' business process impacts and provide real time

communication to IBM Management and Service Management detailing

specific recovery actions, plans, and status.

. Identify Critical Event impacts that directly affect the customer's

ability to function.

. Coordinate resources to expedite recovery of Critical Events to the

customer.

. Provide real time communication of recovery plans, actions, and status

to IBM Management and Service Management.

. Identify resource needs and make necessary resource allocation

adjustments.

. Ensure appropriate communication activities (notification and

escalation) are executed for the duration of an incident.

Delivery Compliance Administrator - IBM Global Services

January 2007 - November 2008

. Led worldwide teams of Windows and Unix server administrators for

multiple commercial accounts to ensure a constant state of audit

readiness (in respect to: system patching and remediation of server

security configuration parameters).

. Promptly responded to audit requests and mitigated any findings. I

have never had any post-mitigation audit finding remain higher than

"negligible" in any corporate audit for any system I was responsible

for.

. Planned system changes/patch deployments for commercial production

servers and corporate infrastructure side-by-side with Deputy Project

Engineers (DPEs), Service Delivery Managers (SDMs), application

development and support teams, Database Administrators (DBAs) and

network administrators.

. Served as technical liaison between IBM's System Administration teams,

IBM's Project Office and the end-customer's management team, advising

system specifications, security settings recommendations and disaster

recovery solutions.

. Oversaw the health and security of commercial servers using tools such

as IBM's VSA (managing event logs, systematic attack detection, health

checks, etc.).

. Monitored and created system metrics to show and explain deliverables

to the customer on a regular basis, ensuring all Service Level

Agreements (SLAs) were met.

. Worked with commercial delivery teams, project offices and system

administrators to provide best practice service for all of our

commercial accounts.

. Regularly utilized industry standardized (ITIL) change management and

problem management procedures for multiple commercial accounts.

. Have never had any issues obtaining certification or with specialized

background checks which were required for some clients.

Unix Systems Management Professional - IBM Global Services

January 2001 - December 2006

. Provided on-site, remote-site and on-call technical support, problem

determination and resolution for a wide variety of servers for large

commercial accounts such as Starwood Hotels and Resorts, American

Express, Ameriprise, Franklin Templeton Investments, The Gap, N-Star

Gas & Electric, Commonwealth Energy and others.

. Developed, tested, executed and refined off-site disaster recovery

procedures for high-availability production servers for multiple

commercial accounts.

. Performed day-to-day, steady-state system administration with a strong

focus on system security and compliance including: coordinating server

installation, repairs and maintenance with outside vendors.

. Regularly utilized industry standardized (ITIL) change management and

problem management procedures for multiple commercial accounts.

. Planned system changes/patch deployments for commercial production

servers and corporate infrastructure side-by-side with Deputy Project

Engineers (DPEs), Service Delivery Managers (SDMs), application

development and support teams, Database Administrators (DBAs) and

network administrators.

. Assisted and advised in the writing of technical contracts (IBM GSD-

331, ATA, SOW, etc.) developing customer-individualized standards for

their production servers, many of which were deemed "high-

availability", vulnerable "internet facing" servers.

. Enforced compliance/adherence to customer specified security standards

as specified in the SLAs (Service Level Agreements).

. Wrote technical work documents for contracts I supported, developing

procedures to be used after handing system administration to other

teams (once the customer was deemed to be in "steady-state").

. Managed an on-call rotation for production and development Unix/Linux

servers, requiring me to be the 24x7 "on-call" administrator often.

Distributed Operations Team Lead - IBM Global Services

April 1999 - December 2000

. Travelled to customer locations to determine customer requirements and

expectations. I performed initial engagement/transition work by

observing/documenting existing customer procedures, then developed

more streamlined operational procedures and guidelines for IBM staff

when assuming ownership of servers and/or procedures.

. Established departmental process and procedures, including

accompanying documentation and training, for IBM's level two

distributed operations (Unix, Windows, Domino Server) operations

staff. I aided in making IBM Rochester's Distributed Operations one

of IBM's first ISO-9001:2000 compliant problem determination and

resolution documentation team.

. Created scripts, developed tools and techniques to automate, simplify

and ensure event recording and reporting compliance.

. Directly worked with SMC change management teams and occasionally

teamed with the end customer's management and/or support groups.

. Used various change/problem management tools such as ASIM, MangeNow,

Impact, DPU and Clear Case/Clear Quest. I also trained new staff how

to properly use these tools.

. Provided prompt, professional and courteous customer service, as IBM's

interface between the end customer, higher technical support teams and

management.

Novell, Windows and Unix System Admin - Multicom-4 Data Services

July 1989 - April 1999

. Provided on-site and on-call problem determination and resolution and

technical support for Multicom-4 (one of the first and largest

commercial ISPs).

. Developed, compiled and tested new C++ code, Unix shell scripts and

VBX100 scripts to manage every aspect of a complex systems environment

consisting of Linux, Novel, MS-DOS and Windows operating systems.

. Served as primary customer technical support, in the event of issues

that were highly technical in nature.

. Designed and created an automatic accounting and electronic payment

system - the first of it's kind.

. As a part of a special Unix support team, developed and compiled a

Unix "secure shell" for Linux allowing bash shell access for

inexperienced end users, allowing inexperienced end-users set up their

own web pages (in the mid-90s) without the need of any serious

programming experience on their part.

. On-call for all of servers and applications 24x7.

Education

BOCES Vocational/Technical Institute 1981 - 1984

Computer Science, Structured Programming & Computer Operations

41 O'Connor Rd, Fairport, NY 14450-1327

Career Accomplishments

I was a member of the team that created IBM's Warchest & VSA software (the

precursor to "IBM's Electronic Service Agent"), a multi-platform package of

tools used to manage hundreds of thousands of commercial UNIX, Windows and

OpenVMS servers worldwide. This software controlled and monitored identity

access management, information security & risk management and helped ensure

security compliance.

I designed and wrote a custom backup and disaster recovery solution for a

cluster of legacy OpenVMS servers for CWE/N*Star Gas & Electric Corporation

in Westwood, MA saving the customer hundreds of thousands of dollars.

I managed thirty Solaris servers (over 1,000 agents) for Starwood Hotels

and Resorts, Inc. all remotely located in call centres around the world.

These servers, running ObjectStar DB, were Starwood's backend for their

entire world-wide reservation centres and considered super high-

availability, as virtually all hotel reservations were made through this

equipment.

My team redesigned the manner in how Starwood's client/sever system

software integrated with the mainframe's database, saving millions in

overhaul, rewrite and downtime costs.

I channeled systems operations and management from Polo/Ralph Lauren to an

IBM facility, resulting in a net savings to Polo, and creating additional

business for IBM.

In my most recent position with IBM, I was the account lead for five

demanding commercial accounts. I developed security compliance protocols

and trained staff in IBM data centres in India, Brazil, Argentina and

Beijing. I successfully remediated all security audit findings with

external auditors to "inconsequential finding".

Rather than working a less stressful "steady-state" position within an IBM

facility, I chose the more challenging position working at Starwood Hotels

and Resorts' data center where IBM was considered 'hostile' by the

customer. My team increased customer satisfaction from a score-card result

of 4:10 to 9:10 within two years! IBM never missed any service level

agreements with Starwood under my resolve.

During a failing disaster recovery exercise for Franklin-Templeton

Investments, my team and I were able to re-design the recovery methodology

"on the fly". We successfully recovered their entire I/T infrastructure

within the allotted exercise time.

Applied Technical Disciplines

- Delivery Service Management/Service Management

- Transition/Integration Management and planning

- Business continuity/Disaster recovery planning, execution and

refinement

- Unix/Windows server installation, set-up and configuration

- Change control process and change control management (ITIL)

- Problem determination, resolution and documentation (ITIL)

- Corporate IT/IS audits, compliance and audit remediation

- Access control and risk management (O/S and application

security/hardening)

- Distributed operations management/technical lead

- Developing and implementing system and process policies and procedures

- Account transitions and customer level-setting

- Metrics (Data Collection, Reporting and Presentation)

- Security policy and SLA contract management

- Some operating system experience: UNIX (Solaris, Linux, AIX, Redhat,

etc.), OpenVMS, Windows

- Some programming languages: Unix/Linux shell scripting (bash shell, k-

shell, c-shell), Javascript, ANSI C, C++ and various other languages

- Some hardware: Sun Microsystems, IBM, DEC and many legacy systems

I have held various certifications and accreditation for several operating

systems and applications such as Solaris (SUN OS), Linux Red Hat, AIX,

Microsoft Windows, Microsoft Office (Word, Excel, etc.), OpenVMS, EMC

Legato, Veritas Netbackup, Maestro, etc.

Military, Civic and Recreational Activities

- Own and operate a redundant heterogeneous computer network supporting

Unix/Linux and Windows with web server, FTP server and mail server.

- Have been a motorcyclist most of my life and am involved with several

motorcycle touring clubs. I'm also an officer for one of the oldest

motorcycle clubs in New York City.

- Am a licensed amateur radio (ham radio) operator.

- Have been published in several technical journals over the years.

- Former Airman 1st Class in the Civil Air Patrol (the United States

Auxiliary Air Force).

- Taught basic computer/internet skills to adults and seniors.

- Am involved with several non-profit organizations for the betterment of

the community.

- As a young adult, I formed one of the first 8-bit home-computer user

groups in the 80s.

Contact this candidate