Manager Technical Support

Summary

Motivated and driven IT professional with demonstrated success directing corporate strategies for high profile assignments requiring multi-faceted management and expertise. Proven results identifying procedural efficiencies across a corporation that streamlines operations, redefines functional processes and reduces operating expenditures. Experience managing multi-million dollar budgets that required “real time” results, in a regulatory driven, fast paced environment where critical accountability was integrated from planning phases to final deployment of systems. Regarded as intuitive and conscious of the systematic needs of each area, aware of overall corporate initiatives.

Technical Skills

Hardware

Windows/IOS based desktop/laptops/tablets LaserJet Printers DeskJet Printers

Software and Applications

Windows 7/8 Microsoft Office Suite 2007/2010 Web Browsers ServiceNow vFuji

Microsoft Project Microsoft VISIO Fusion Framework Everbridge Mass Notification

Ultipro Symantec McAfee Concur

Professional Experience

Emergency Management – Huntley, IL June 2016-Present

Team Leader / Consultant

Member CORE team

Coordinate with other members during monthly meetings on training and materials needed to advance the teams overall readiness.

Responsible for understanding processes and procedures relating to CERT training modules and material

Lead team members and coordinate efforts during training sessions and actual callouts

Establishing a line of communication between Office of Emergency Management at the regional county level, local CERT, Red Cross and Salvation Army.

Pursuing contacts within McHenry and Kane counties that can be used as shelter locations in the event of emergencies or disasters

Participating in training activities that once completed will allow callouts at the county level during incidents and disasters

Continuing personal FEMA online training in support of these efforts

Pursuing Search and Rescue training

Gogo - Chicago, Illinois May 2011- May 2016

Business Continuity (BC) and Disaster Recovery (DR) Program Manager

Responsible for ensuring the organization had Business Continuity, DR, Emergency, Incident and Crisis plans.

Oversaw the development of:

o98 workgroups business continuity plans, identify their processes, associated critical resources and services they required in order to continue working during a significant incident.

o2 site specific emergency plans covering 12 different types of incidents

o1 operational incident response plan

oCrisis Communications plan

Conducted annual Business Impact Analysis to identify critical processes, systems, services and infrastructure required to deliver products and services to our business partners and customer.

Upon arriving, was charged with evaluating the current plans, tools and agreements. Evaluated new tools and vendors and presented a plan to add functionality while reducing costs by 75% cost.

Provided ongoing BC/DR training and awareness to all employees throughout the year.

Planned, coordinated and organized the Safety Response Team (140+ members) at the Chicago HQ to respond to emergency incidents.

Member of the Change Advisory Board (CAB) and reviewed change tickets to identify any work that may impact the organiztions ability to provide services to our customers.

Administered:

oEmergency Notification System, Everbridge Mass Notification (MN), which included security access, current contact list, development and testing of notification templates, training and awareness. Integration between MN and Servicenow to enhance the response of our tactical teams during incidents.

oBC/DR Planning software, Fusion Framework, which included user access, uploading all data required to build plans. Monitoring the bi-annual service releases, evaluating and activating the new functionality.

G.A.T. GUNS, East Dundee, Illinois July 2009 - November 2011

Manager

Promoted to store manager based on rapid information retention, confident adaptability and security background.

Oversee the daily operations of the largest volume privately owned firearms dealer in the Midwest, 5th in the nation.

Manage 50 employees with attention towards training in sales and service in a highly regulated environment.

Regarded as highly trustworthy, as a key holder to open/close the store, along with daily cash drawer deposits.

Participate in maintaining, testing and improving store security, which is a critical element for community safety.

Work with owners to provide continuous improvement in inventory control, product offering and overall service.

Sales Representative, 2009-2010

Work directly with novice to professionals, providing educated and detailed product information in all departments.

Advise customer in proper ammunition, safety equipment, storage and other vital aspects of firearms ownership.

Manage 24 position indoor shooting range including equipment rental, general access and facility operations.

UNITED AIRLINES, Elk Grove Village, IL 1978-2008

Project Manager, 2006-2008

Lead the overall network refresh, encompassing 142 airport and campus locations for the United Airlines Corporation, with a $45M budget.

Scope of project would entail the conversion of 342 MPLS WAN circuits and 6 HUB airports across the United States.

Direct large-scale teams, incorporating internal technicians, analysts, management and outside contractors to streamline refresh with minimal interruption of “real-time” operations.

Monitor each location’s progress, coordinating the events requiring involvement with airport security, TSA, FAA and equipment deliveries/exchange.

Report to Program Manager with 12 direct reports.

Perform initial site reviews to determine equipment status, utilization and conversion requirements. Research all organizational policies to identify necessary security procedures and compliance policies.

Work closely with design teams to create blueprint of all required components needed to reveal plan of action for each site. Detailed list of requirements disclosed initially to improve streamlined conversion.

Assignment of one key team member to efficiently document the status of each individual location, revealing daily progress, scheduling of resources and equipment delivery/removal shipments.

Maintained high level of accountability throughout project. Incorporate checks and balances throughout process to ensure efforts were not misdirected or misappropriated, resulting in undue expense.

Generated documentation that would provide specific metrics of the project in relation to its point on the project timeline. Documents were used to communicate weekly status of individual components, as well as the project as a whole to the GRB. Documentation was very well received and has been used for other components of the project.

Personally recognized for creating customized process improvements, procedures and technology that improved the function within many areas and realized a $150K budget reduction, post wireless network implementation.

Organization of the removal and placement for all outdated, legacy equipment that would not be functional after conversion. Ensure inventory control and documentation of removed equipment was completed.

Service Continuity Analyst, 2005-2006

Selected to implement the use and administration for preventative measures for the operational survival for United Airlines during ultimate crisis mode, utilizing the Strohl’s Living Disaster Recovery System.

Attended off site vendor training to become proficient in the utilization and technological administration of system. Deployment would encompass the entire United Airlines corporation. Granted high levels of security clearance to complete project.

Conducted the Business Impact Analysis for all divisions and their respective departments. Generated detailed reports to be presented to executive management in preparation for LDRPS applications.

Direct the analysis process to interpret functional requirements and systematic concerns in disaster conditions.

Formulate procedural deployment to ensure every aspect of protection was revealed and addressed.

Prepared and scheduled bi-annual recovery exercises as an internal audit to reveal problematic conditions in case of a true disaster. Organization of staff member scripted scenarios, location of events and scope of effect.

Reveal recovery plan results, evaluate modifications and construct corrective actions.

Technician, Distributed Systems Support-PC/LAN, 2003-2005

Provide second level technical support, in a 7-member team, for 50,000 LAN sites and distributed systems worldwide.

Evaluate initial problem, follow standard procedures to analyze issue as functional or systematic.

Collaborate with field technicians or external vendor support staff to minimize downtime as quickly as possible.

Interacted with employees of diverse technical skill set and must translate procedures by phone in a comprehensive manner to guide them through troubleshooting efforts.

Identify prioritization levels, delegate resources and return operations to full capacity quickly. Department was awarded for outstanding customer service by Division Director.

Senior Technical Support, Mainframe, 2001-2003

Coordination of a continuous 24/7 schedule for technical staff, monitoring the mainframe supporting all flight schedule applications.

Maintenance of database records that are exchanged between flight administration and aircraft operations.

Critical monitoring of systematic errors or processing delays to ensure information is readily available upon request or during flight preparations. Oversee training and supervision to new Production Analyst staff.

Change Management Process Analyst, 1999-2001

Selected as a member of a key IT support group for the ongoing software, hardware, network and facility changes within the corporate infrastructure.

Coordinated and facilitated weekly meetings with internal and external staff assigned to a specific maintenance or system upgrade project.

Maintained status reporting to department managers, providing reviews of operational plan of action, change orders and functional results.

Improved the productivity and effectiveness for areas such as: ticket offices, reservation offices, airports and network groups system-wide.

Demonstrated proficiency in project management from project conception through final system release.

Analyst-Production, 1998-1999

Provided second level support for the operational functions of the financial mainframe.

Assisted MVS application programmers to analyze data entering or generated for the administrative utilization of the corporation.

Successful contributions to achieving application “uptime” goals, consistently at or above expectations in a collaborative effort with programmers.

Improve channels of communication for status with technical or managerial staff members.

Production Specialist, 1995-1998

Maintenance of all application database records related to the system-wide flight schedule support documentation.

Verify that all application run-streams are functioning properly to elevate delays in information exchange between Aircraft Maintenance department and flight operations.

Assigned training responsibility to new Production Analysts, providing in-process instruction, mentoring and supervision in a team focused environment.

Highly attentive to proactively resolving systematic issues quickly, before problematic conditions create flight delays.

Certifications and Training

ITIL Foundation, Schaumburg, IL Certification, 2006

Certified Business Resilience Manager Certification, 2005

Fusion Risk Management Fusion Framework, Administrator & User, 2014

Everbridge Aware & Mass Notification, Administrator & User, 2012

Syntrex, Toronto, Canada Business Continuity, 2005

MicroHard Technology, Inc., Oakbrook, IL A+, Network +, Windows 2K, 2002

Education

McHenry County College, Crystal Lake, IL Associates Degree Coursework

College of DuPage, Glenn Ellyn, IL Business Management and Corporate Event Planning

Village of Huntley, Illinois CERT member and team lead, 2011-present

Contact this candidate