IT Manager
Resume:
James Robertson
San Antonio, TX 78258
Human Resources
National Nursing & Rehab
San Antonio, Texas 78216
RE: IT Manager
To whom it may concern;
My name is James Robertson. I am applying for the position; IT Manager that I found posted on Glassdoor.com I am very interested in this position. I have been working in the IT field for over 20 years now with increasing levels of responsibility throughout. I have proven knowledge skills in the specific areas of the job description as well as higher-level leadership skills not discussed in detail.
In the technical areas of the job description, I can lean on my years as the sole IT leader for The Automation Group in Houston, TX. They were a small, but rapidly growing engineering services company that needed someone to come in and help them build out a larger presence in multiple states. During my time with Harland Clarke, I was expected to keep my technical skills sharp in the process of solving system instability problems and come up with solutions. I acted as a project manager to ensure that teams of technicians that did not directly report to me were consistently keeping systems up to date and solving other challenges. I believe I can bring these skills to National Nursing & Rehab as well.
I am a process-oriented person. I find that standardized processes keep an organization running smoothly as everyone who participates in the process knows exactly what to do when. At Harland Clarke, I was responsible for all of the standardized processes that ran the backbone of the IT department. How a large department of over 200 people responds to system breakage, restores normal service, effects change without causing more breakage and determines the root cause of the breakage are all standardized processes. I believe any effective IT Manager must have skills in process driven and results oriented operations. I have these skills.
Please consider me for this opportunity. I believe that this position provides me an opportunity to bring my talents to an organization and I can have a positive impact on the growth and operational excellence of National Nursing & Rehab.
Sincerely
James Robertson
24902 Twin Arrows, San Antonio, Texas 78258
http://www.linkedin.com/in/jwrober
*******@*****.***
Professional Profile
• Experienced leader with proven success leading projects and people to meet company objectives and strategic imperatives.
• Versatile and seasoned technology professional with 25 years-experience that adapts well to rapidly changing environments and excels under pressure.
• Proficient problem-solver with the technical and analytical skills needed to evaluate risks and implement mitigation solutions.
• Strong team player/leader that excels in mediating among multiple teams and maintains productive relationships with staff, peers, and management.
Areas of Expertise
• IT Operations and Service Management (ITIL)
• Program/Project Management
• Budget Administration
• Strategic Planning
• Process design, implementation and continuous improvement
• Problem/risk mitigation
• Service Level Management
• Quantitative analysis
• Scorecard development, tracking and reporting
• Excellent at translating complex technical language into business terms
• Vendor Management
Professional Experience
Chief Operating Officer; Texnology Possibilities Corp / Robotics Clubs USA, San Antonio, Texas; September 2016 – Present
Robotics Clubs USA is in the education services industry. The company contracts with various school districts and other clients to provide Science, Technology, Engineering, and Mathematics (STEM) based programs to students 8 and above in the areas of engineering, robotics, programming and critical thinking skills.
• Founded the organization with a business partner in Oct 2016.
• Established all technology and other operating procedures for Legal, Human Resources, Accounting / Finance and Procurement.
• Built the business from one client up to five, serving over 100 students per month.
Director, IT Enterprise Analytics; Harland Clarke Holdings, San Antonio, Texas; April 2015 – September 2016
Harland Clarke Holdings (HCH) is comprised of companies focused on optimizing customer relationships through multiple channels. Its major business units, Harland Clarke, Scantron and Valassis are recognized as leading providers of marketing services, transaction solutions, education services and intelligent media delivery that create millions of customer touch points annually for their clients. Harland Clarke Holdings is a wholly owned subsidiary of MacAndrews & Forbes Holdings Inc.
• Consolidated financial cost reporting, project status, time tracking, infrastructure and application catalog data sets across 8 HCH operating companies and business segments, 9 ERP solutions, multiple project tracking tools and 3 ITSM systems into the Apptio TBM financial management platform in 9 months. Enabled IT senior leadership to make financial and other cost driver decisions based on the Apptio standard model for IT operations. Delivered an 11% cost efficiency to HCH EBITDA for FY 2015 leveraging analytics from the implementation.
• Aided IT organization leadership in development of consolidated Enterprise IT Operating Model and multi-year strategy. Developed strategy artifacts to be used by IT leadership to communicate the strategy message and give continued updates to HCH Executive Leadership.
• Designed HCH’s first merger and acquisition due diligence and target integration process in order to organize multiple deals in a streamlined and efficient manner. First two targets were integrated leveraging new model in record time due to process efficiencies gained.
Director, Enterprise Availability Management; Harland Clarke, San Antonio, Texas; February 2010 – April 2015
Senior Manager, Systems Availability; Harland Clarke, San Antonio, Texas; March 2007 – February 2010 Manager, Systems Availability; Harland Clarke, San Antonio, Texas; April 2006 – March 2007
• Leader of four organizations: Enterprise Availability Management, Data Center Operations - Global Incident Management Group (GIMG), Mainframe Systems Operations, and Monitoring & Tools. Enterprise Availability Management worked with various lines of business and clients to ensure that the company’s products and services are always available to meet contract service level agreements. When availability is compromised, they were responsible for troubleshooting, problem solving, root cause determination and solution implementation. GIMG Operators were responsible for 24x7 first- level operations center functions. Mainframe Systems Operations provided 24x7 first level production control, job scheduling and maintenance activities for the company’s mainframes. Monitoring and Tools provided systems monitoring functions to corporate IT managers and business stakeholders along with maintenance of common process tools.
• Pioneered organization’s first ever knowledge management process following Knowledge Centered Support (KCS) model. Leveraged existing service management platform for repository of data and easy integration into established incident and problem management processes.
• Pioneered business model and obtained senior management’s approval to consolidate multiple, disparate data collection and reporting tools for IT customer service, incident/problem reporting, network architecture configuration and knowledge management into a single unified platform. Coordinated the acquisition and enterprise-wide implementation of new software. Consolidation reduced our annual cost of support, maintenance and hardware by $500,000, provided company employees a self-service portal, and enabled consistent process integration following the ITIL model.
• Launched business case and gained approval to implement a new event management system. Consolidated 15 different monitoring tools into one integrated platform saving over $1 million of support and maintenance costs in 2 years. Introduction of a consolidated event console to the Operations Center drastically increased the visibility of computing events across the enterprise improving service level objective (SLO) response and systems availability.
Manager, Digital Business Services; The Automation Group, Houston, Texas; January 2003 – April 2006
The Automation Group was a petrochemical control systems engineering and design consulting firm. Acquired by Emerson Process Controls.
• Enabled company growth by expanding a single engineering office into a multi-state corporation. Delivered core infrastructure, telephony, wide area networking, and messaging on time and under budget as the company grew from 50 to over 200 employees in a little over a year. Redesigned server architecture to server virtual machines providing for a hardware reduction of 20% and annual maintenance cost reduction of over 30%.
• In response to this explosive corporate growth, created the company’s very first IT budget to serve as a financial roadmap for corporate management to forecast, identify, measure, analyze and evaluate projected information technology spend with alignment to the business strategy.
• Managed day-to-day operations and support of helpdesk, applications development, desktop support, server, telephony, and network administration. Introduced a service desk model for employees to great success as it provided a single source for support calls.
• Implemented a remote VPN solution to provide field engineers and designers access to company resources while working at remote petrochemical plants.
• Used no-cost open source solutions to design and implement the company’s first Intranet and client portal. This platform provided a central repository for company knowledge, drawings, plans, project related documents and ongoing research initiatives. The Intranet reduced project overhead by 75% in its first year by eliminating paper, printing, courier, and shipping costs.
• Gained management approval of new desktop, laptop and server supplier, which led to annual savings of 15% on leased equipment costs and 18% on new assets. Negotiated volume software acquisition prices for Microsoft licenses saving the company substantial costs.
• Designed and implemented a new network infrastructure with support for robust 24x7 operations, integrated digital lines for data, voice and video traffic using quality of service (QoS) and voice over internet protocol (VoIP).
Senior Systems Engineer; NiSource, Houston, Texas; August 2001 – January 2003
NiSource is a utility company that generates electricity and transports and produces natural gas from wells in the Gulf of Mexico and the North Eastern United States. The company has operations in many of the states in the Central, East and Southeastern United States.
IT Manager; Whitman-Hart / marchFirst, Houston, Texas; August 1999 – August 2001
Whitman-Hart / marchFirst was an Internet website software development consulting firm.
Senior Systems Administrator; Coca-Cola Enterprises, Dallas, Texas; June 1996 – August 1999
Coca-Cola Enterprises was the Coca-Cola Company’s largest bottler with operations in the United States, Mexico, Canada, United Kingdom and France. Coca-Cola Enterprises was acquired by the Coca-Cola Company.
Certifications
Microsoft Certified Systems Engineer (MCSE)
Information Technology Infrastructure Library (ITIL) v2 Foundations
Information Technology Infrastructure Library (ITIL) v3 Foundations
Education & Organizations
Construction Science, Texas A&M University, College Station, Texas 1991 to 1995
Member Corps of Cadets, Company C-2
Boy Scouts of America, Eagle Scout Rank, September 1987, San Diego, CA Troop 369
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