Page * of *

RICH AGUILERA

**** ********* *****, ******, ** 60503

630-***-****

ac451a@r.postjobfree.com

https://www.linkedin.com/in/rich-aguilera-353868a

TRUSTED TECHNICAL ADVISOR RESULTS DRIVEN

Hands on VP of Information Technology with a proven track record of implementing, maintaining, supporting, and improving the organization’s mission critical software applications. Developed strategies and improved processes for supporting production infrastructure systems and applications. Reduced budgets with consolidation and by utilizing department as revenue stream. Utilized policies and procedures to improve incident response, and reduce operational downtime. Developed and strengthened client and vendor relationships facilitating long term commitments by negotiating contracts and partnering with vendors. Provided a vision, clear direction and guidance that led internal teams and clients toward success. Recruited, coached, trained and developed global team members by instilling integrity and a passionate commitment for their success. EXPERIENCE

MB Financial Bank

Vice President Application Manager • Rosemont, IL 01/2017 – 01/2018 Working application manager responsible for mission critical enterprise wide bank applications, including EDW, SharePoint, Service Now, Nautilus, and InfoPath

• Coordinated effort to adopt the lift-and-shift cloud migration model to move 500+ applications to CyrusOne data center

• Worked to develop policies for Configuration Management, Information Management, Problem Management, Change Management, including Service Levels using Service Now and as a CAB member for change control

• Managed IT support team effort to sunset Fiserv’s proprietary BI Signature ODS and develop an internal EDW enterprise solution, including lengthy architecture and design reviews, ensuring automatic data loads “ETL” insuring data consistency. This effort discovered several rogue user databases, which instilled a solid structure, processes and proven workflows for BI governance

• Worked with business lines and CST’s to develop a process initiative for new and existing work tasks detailing deliverables, effort, SLA expectations, priority, along with resource availability and or constraints. This reduced work task delivery time by 40 %

• Initiated effort to develop “IT” list, which categorized all bank applications by IT governance, SOX compliance, and criticality. Details including but not limited to server name, application stack, interface dependencies, vendor information, business owner, application support owner, maintenance schedules, as well as other hardware specific information. This was key in coordinating the effort for the lift-and-shift cloud migration project

• SDLC review and approve authority for new and existing applications including high level, detailed designs, architecture and peer review

• RCA assessment, including verification that recommendations have been properly implemented

• Worked with engineering and infrastructure teams to insure application stability, security, DR/BCP and uptime for a required 99.998 business SLA

• Managed a team of 6 application analysts comprised of senior and mid-level experience Harmonic Consulting

Senior IT Consultant • Lisle, IL 07/2016 – 01/2017 Worked to expand Managed Services by increasing revenue in application hosting, application management, project management, and cloud computing for a growing practice Page 2 of 4

• Led as senior technical consultant for SharePoint and Citrix client verticals

• Advised and actively participated in the creation, enhancement and adherence to procedures for data center hardware management, application servers, database connectivity, tuning and monitoring Highland Solutions

Director Managed Services and Client Support • Chicago, IL 12/2014 – 02/2016 Directed the day to day operations of Managed Services, IT Service Desk and Client Support

• Defined and implemented SMART process improvements for service desk policies/SOP's based on ITIL foundations and principles, metric based KPI's, ensuring client needs are met in an accordance with the agreed upon SLA's, reducing incident response and resolution times by 75%

• Created and reviewed Managed Services support contracts, partnered with sales as SME to develop and maintain customer partnerships for new, existing and perspective clients

• Developed Managed Services practice strategy (SaaS, PaaS, IaaS) as success manager for continuous service improvement, retention/renewal of managed service programs, including product and agile project management, data center management, infrastructure and architecture design, application implementation, operations/DevOps, QA, marketing, sales, vendor management and P&L

• Managed Identity Access Management (IAM) of HIPAA and PHI/PCI system requests ensuring SOX compliance standards are met

• Created and enforced strict change management request handling and tiered escalation policies and procedures

• Presented and reviewed monthly and quarterly SLA reports to Managed Services and SaaS clients including cross-sell and up-sell initiatives

• Worked with development teams using Agile project framework methodologies, using a combination of Rally

(CA Agile Central), Aha, Jira, along with daily SCRUM insuring prompt and cost effective delivery

• Created hardware inventory corporate purchasing policies and procedures, including PC refresh and secure disposal

• Rolled out SugarCRM systems including configuration and optimization

• Presented training modules on various applications for internal team members and clients

• Rolled out an asset tracking system and a server/application performance monitoring toolset New Relic

• Oversaw vendor relationship and management, accountable for budgeting, recruiting, hiring, appraisals, staff forecasting, mentoring and growing support team members while guiding individual development plans for a young and eager support team

• Demonstrated departmental value to the business, while maximizing productivity of current staff through identifying coaching and training opportunities

• 24/7/365 support on call rotation

Mastercard/C-SAM

Support Manager Mobile Payments – Americas • Oakbrook, IL 07/2012 – 12/2014 Support Manager Acting Director of Global Support M-Commerce & M-Payments Mobile Wallet software development based organization, (ISIS Mobile Wallet (SoftCard), Walmart Chile, Citibank, HPS Japan)

• Directed and managed enterprise support regions in Americas, APAC, and EMEA with a global staff of 15, reporting directly to VP of Customer Experience

• Developed and implemented a global support infrastructure utilizing onsite and offsite support models

• Traveled frequently to APAC and EMEA sites, worked to consolidate legacy support centers, keeping KPI's and customer satisfaction levels as a priority

• Met with global and regional based customers on a regular basis as well as region leads, instilling ITIL processes and best practices for support

• Headed multiple projects including SaaS and PaaS utilizing a Follow the Sun support model as strategy for Tier 3 and Tier 4 support, including support escalation, and training

• Procured, implemented and configured enterprise level BCP & DR plan

• Implemented and maintained corporate wide Salesforce CRM system

• Led Mobile Development Agile software teams, including daily standup, SCRUM, change management adherence and compliance with delivery

Page 3 of 4

• Rolled out global asset management and incident management tracking system based on ITIL principles

• Responsible for budgeting, hiring, reviews, conflict management, and staff forecasting

• Reduced support budget by 25% with team consolidation and by utilizing 24/7/365 support at revenue stream

• Accountable for all global customer support contracts, licensing, SLA's RFI, RFQ, and RFP as SME with regards to customer support engagements

• Led Requirements Management, Release Management, and Incident/Defect Management internally and for external customers as well

• Routinely met with sales and project managers on a regular basis aligning support processes for new customer as well as existing customers

• Led weekly onshore and offshore staff meetings

DeVry, Inc

Senior Application Analyst • Downers Grove, IL 08/2009 – 07/2012 Application Analyst / Middleware Operations responsible for supporting Solaris 10 and RH Linux 5.5 client/server enterprise application environments, SGHE Luminis 4.3 Portal and Alfresco 3.41 Enterprise

• Responsible for activities related to new deployments, code fixes, patches, upgrades, systems integrations and changes to production as well as support and maintenance

• Implemented, maintained and supported enterprise level student portal and content management applications for 3 schools and 10 environments

• Maintained documentation on patch level and changes applied in production environment as well as providing input into the change management process

• Collaborated on the development of application monitoring, including tracking progress and reporting on internal problem resolution.

• Advised and actively participated in the creation, enhancement and adherence to procedures for application servers, database connectivity, tuning and deployment activities

• Monitored the Platform web site(s) on a regular basis and identified any needed patches, upgrades or changes affecting the Application Environment/Java application services

• 24 x 7 availability on a rotating schedule for production support.

• Subject Matter Expert (SME) regarding the Sungard - Luminis 4.0-4.3, 5 SP Application UBS Investment Bank

Application Support Analyst • Chicago, IL 08/2006 – 10/2008 Middleware operations support analyst responsible for implementing, monitoring, configuration and maintenance of the Content Web and Search Infrastructure (1st and 2nd level support) for a global investment bank

• Responsible for day to day tracking, monitoring and issue resolution of incidents

• Planned and coordinated changes and system releases, utilizing ITIL processes and procedures

• Managed Sun Solaris 7/8/9* and RedHat Enterprise Linux (RHEL) 6/7 applications on a daily basis, utilizing scripting, diagnostic, and custom monitoring processes

• Supported databases in Oracle 8/9/10g for multiple applications

• Project work included automation of processes, generation of metrics, configuration and implementation of system management tools for multiple enterprise UNIX and Linux based systems

• Detailed requirements gathering, including programming requirements, policy and procedures, as well as detailed training requirements

• Supported traders and desks requiring immediate assistance on a daily basis including derivatives work with commodities and equities

• Supported WebSphere 5/6 based TT - Trading Technologies applications including MarginFlex, Legal and Compliance, Fixed-Income Trading, Commodities Trading, Equities, as well as externally hosted SAVVIS based applications (where non-root access presented unique challenges)

• Conducted periodic auditing on policies and operations, infrastructure, IT assets, insuring data integrity for IT compliance

Page 4 of 4

• Integrated Disaster Recovery (DR) Business Continuity Plan (BCP) plan including documentation, annual review, and proactive OS, software applications and system hardware failover testing in geographically redundant data centers

EDUCATION

North Central College, Bachelor of Arts Broadcast Communication SKILLS

Operating Systems UNIX Sun Solaris 7/8/9*, HPUX 6/7/8/9/10, AIX 3/4/5, and Linux (Red Hat 6/7, Fedora Core

(RHEL) 5/6/*, Windows 8/10, Windows Server (2008/2012/* Editions), OS/400, MAC OS 11 Relational Databases SQL Server 2008 2012 DB2 Oracle 8 9 10 11g MySQL Languages HTML XML CSS PHP Java ASP Net SQL DFC

Platforms and Applications WebSphere 5 6 Jboss 5 7 WebSphere 7 Apache Tomcat 5 6 IIS Access Active Directory MS Exchange MS Server Reflection Salesforce MindAlign MQ Series SightScope T O A D MySQL PL SQL Visual Studio SQL Server Enterprise Manager Query Analyzer DEMON Crystal Reports Photoshop Quark PageMaker NAS VMWare Veritas Backup Various Tape Robots StarTeam SourceSafe GiT O365 InfoPath SharePoint ClearCase Subversion Citrix Nautilus Luminis SugarCRM SAP Bamboo Jenkins Bugzilla Rally CA Agile Central Aha Jira Samanage Freshdesk Zimbra Mail Request Tracker Idera R1Soft Backup Incapsula Remedy Service Now SysAid Kayako NetBackup Google Apps Reseller DuckDNS LastPass FreePBX Symantic Kaspersky AV Sophos AV OpenSRS domain administration Trading Technologies Proprietary trading applications for Commodities Fixed Income Equities and MarginFlex Scripting Languages UNIX all flavors and Linux all variants shell scripts bash ksh cron jobs Documentum Products Content Server Administrator, Webtop, DAMTop, Business Process Management BPM 5x Forms 5x WebCache Site Caching Services 5x DFC 5x

Monitoring Tools Netcool, HP Openview, Nagios Juniper New Relic Zabbix Frameworks and Methodologies Agile SCRUM, ITIL, SDLC, N Tier Web Architectures, Web Services Project Management Specific Training

Optimization and Consolidation Data Center consolidation and migration, PMO delivery of project product requirements on time within budget and in accordance with specified levels of quality, SOX compliance HIPAA and PHI PCI process improvement documentation and compliance COMMUNITY INVOLVEMENT

• Volunteer for Special Olympics, Boy Scouts of America, Watch D.O.G.S., Basketball and Baseball coach

Contact this candidate