Information Technology

FRANK M. HILLMAN

*** ***** ***** **. *********, NJ 07450

M: 201-***-**** - H: 201-***-****

****************@*****.***

linkedin.com/in/frankhillman

SUMMARY:

Information Technology Professional with unique blend of IT client skills and superb understanding of business needs based on technical administration background and data center project management. Earned reputation as an outstanding communicator in establishing trust with leadership partners and executives, identifying needs, customizing workable solutions and motivating teams to own and meet objectives. Disciplined, organized and recognized strategic thinker who consistently delivers results on deadline while streamlining more efficient processes and empowering staff to increase productivity.

Strategically Focused: On personnel/business management to surpass client service expectations.

Leveraging Strengths: Committed to process reengineering forenhanced service/support delivery.

Operational Excellence: Managing core accounts focusing on quality control & datacenter solutions.

Client Relationship Management: Continuous relationship building for long term client retention.

IT Project Management: Delivering solutions to control costs and bridge the customer service gap.

EXPERIENCE:

EGENERA, INC.,

New York, NY 2006-2008

The datacenter virtualization company, Egenera is a hardware and software technology leader delivering new levels of datacenter simplicity and manageability to the financial services and healthcare industries.

Global Technical Account Manager

Key communication point of contact for clients managing all call center support processes, client relationships, customer issues and integration requirements. Managed SLA & problem resolutions.

Convened with Executive Account Team representatives on all pre-sales strategies. Provided technical expertise for pre-sales qualifications and presented technical designs, install strategies and delivery plans to clients. Directed transition from Bladeframe installations to Service and Support.

Directed tech support and vendor resources daily, working closely with engineering mgmt, product and dev staff and professional services to manage critical support cases and resolve open requests.

Managed all client technology issues and coordinated data center vendors. Monitored steady state operations and directed crisis situations leading problem resolution plans and management reports.

Interfaced with clients on potential problems & risks based upon strong knowledge of data center operations. Met core clients regularly to announce & plan field activities for change management.

Created documented plans and implemented a process for managing and developing client based technical processes and customer info for reference and presentation to clients. Included issue resolution plans, internal status updates, client account profiles & customer specific field processes.

AFFILIATED COMPUTER SERVICES, INC.,

New York, NY 2005-2006

ACS is a global leader and premier provider of diversified business process outsourcing (BPO) and information technology services and solutions to commercial and government clients worldwide.

IT Project Manager Tech Support/Contractor at American Broadcasting Company, Inc.

Managed hi-profile projects for ABC News and ABC Daytime divisions. Included establishment of all business engagement activities to sell and support HW/SW deployments to each business region.

Projects: W2W HW/SW Inventory Refresh 2006 and PC, Printer, Peripheral Recycle and Disposal.

2 Factor Authentication, SAP GUI login, PCI Assessment for Sarbanes-Oxley 404 IT Compliance.

Responsibilities in Level III Call Center focusing on infrastructure uptime and network monitoring.

AMERICAN BROADCASTING COMPANY, INC.,

New York, NY 2002-2005

Technical Project Coordinator/Client Services

Performed technical project team lead role supporting all ABC News and ABC Daytime department technical projects. Acted as key project team leader for special information systems assignments.

Coordinated necessary R&D, quality assurance and managed service and support resources to quickly resolve client critical issues allowing for achievement of critical path and project milestones.

Developed documented procedures for all support processes including hardware and software implementations and configuration procedures. Greatly reduced the support staff client response.

Established measurements for support staff quality and productivity thru feedback which increased staff morale, boosted customer satisfaction and reduced overall operating costs by more then 50%.

Distributed monthly management reports providing status on project milestones and achievements.

PARAGON COMPUTER PROFESSIONALS, INC.,

New York, NY 1998-2002

The leading provider of management consulting & IT solutions to Fortune 1000 companies.

Client Services Coordinator/Contractor at American Broadcasting Company, Inc.

Team leader and project developer for maintaining client server strategies. Provided IT leadership to support staff on all hardware/software implementation projects and installation procedures.

Supervised maintenance and review of internal networking configurations for ABC News and ABC Daytime divisions. Developed and managed News and Daytime department system images.

Increased field staff productivity thru automated application upgrade process and greatly reduced number of onsite technical visits.

Utilized client feedback for maintaining high client satisfaction.

EDUCATION:

STEVENS INSTITUTE OF TECHNOLOGY

Hoboken, NJ 2000-2004

WesleyJ.HoweSchool of Technology Management

Masters of Information Systems - Information Management Track

Concentrations in Enterprise Systems Mgmt, Distributed IS Mgmt, Project and Data Mgmt.

Graduate Certificate – Certificate of Project Management Professional

WILLIAMPATERSONUNIVERSITY

Wayne, NJ 1997

Bachelor of Science - Sociology. Concentrations in Sociology, Psychology and Communications.

Minor - Computer Science. Concentrations in Visual Basic, C++ and SDLC.

PROFESSIONAL DEVELOPMENT:

SYNERGISTICS COMPUTER LEARNING CENTER

Elmwood Park, NJ 1998

CSSA Certificate - Client Server/System Administrator NT 4.0

THE CHUBB INSTITUTE

Parsippany, NJ 1996

NEDC Certificate - Network Engineering/Data Communications

Proficiencies in Windows Client Server environment, AD, Ethernet, TCP/IP, Firewall, LAN, MAN, WAN, SAN, VPN, SDLC, MS Project, MS Visio, Wireless and Blackberry ES. Working knowledge of Data Center Virtualization software including Pan Manager, Citrix and VMWare. Exposure to storage, NetApp, EMC, 3PAR. RedHat, Solaris and Mac operating systems, Cisco routers, switches and VPN.

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