DISASTER RECOVERY OPERATIONS MANAGER
Strong leader for teams of technical engineers in three data centers on various internal and external infrastructure or service projects. Ensure satisfaction of project and customer requirements, technical standards and adherence to quality standards, procedures and protocols. Provide technical support, mentoring and staff development.
Areas of Expertise include:
Metrics and KPI’s
Technical Service Delivery
ITIL and ISO 9001
ITIL® Foundation Certificate in IT Service Management
Title ITIL® Foundation certificate in IT Service Management
Certification Date Apr 2016 – Present License 3134079
AXELOS Global Best Practice
Certification authority AXELOS Global Best Practice
SUNGARD AVAILABILITY SERVICES Disaster Recovery – Wood Dale, IL 1997 – 2017
Manager, Operations Engineers, 2011 – 2017
Management of 3 Data Centers and 15 Operations Engineers in the United States and 30 engineers in Pune India with skill sets of PCLAN, AS400, RS6000, HP, Mainframe and Network. Handled daily status meetings, performance management and reporting, conflict resolution, training, onboarding, and mentoring.
Successfully scheduled Operations Engineers based on customer demands across these sites.
Created individual development plans for direct reports to continuously fill skill gaps, helping achieve growth for team and individuals.
Managed various infrastructure and hardware projects across three centers.
Worked with Senior Management in planning, budgeting and setting objectives.
Delivered on-time performance appraisals and defined annual performance goals.
Oversaw customer testing and Disaster outcomes. Ensured the delivery of excellent service to customers.
Engaged direct reports and created a culture of teamwork, accountability and initiative to help customers achieve their definition of success.
Managed to key performance indicators (KPI’s) and encouraged continuous improvement to meet and exceed Company goals. Determined root causes and implemented corrective actions. Provided upper Management with monthly KPI reports.
WAYNE JOHNSTON firstname.lastname@example.org PAGE 2
Manager, Mainframe and Remote Centers, 2004 – 2011
Oversaw 5 Midwest Metro Facilities and 10 Remote Metro Center Recovery Specialists.
Led management of 12 Mainframe Recovery Specialists at Wooddale facility.
Worked with vendors, ensuring monthly maintenance schedules were followed and repairs were done on a timely basis.
Performed Internal ISO Audits at our 5 Midwest Metro Centers guaranteeing the passing of our yearly ISO 9001 audits.
Worked with Price Water House Coopers in performing the outside audit. Answered all questions, provided ISO procedures and gave tour of hardware and facilities.
Supervisor, Mainframe Operations, 2001 – 2004
Supervision of 12 Mainframe Recovery Specialists.
Successfully scheduled Recovery Specialists in the moment, meeting on customer demands for Disaster Recovery Testing, daily status meetings, performance management and reporting, conflict resolution, training, onboarding, mentoring and the development of operational procedures.
Mainframe Recovery Specialist, 1997 – 2001
Restoration and support of customers systems during Disaster Recovery testing and Disasters on IBM 9672 Mainframes using MVS and VM operating systems.
ELECTRONIC DATA SYSTEMS, Lombard, IL
Mainframe Computer Operations Supervisor
Managed nine computer operators and timely completion of all batch processing, resolving any batch abends and contacting applications programmers for resolutions. Handled hiring interviews, termination processes, employee reviews, counseling, pay raises, and monthly statistics reports.
Mainframe Computer Operator
Operator managing batch processing, system back-ups and problem evaluation; printing of hardcopy and special forms. Heavy customer contact in resolving on-line and RIE problems.
Associates Degree in Applied Science
Spartan College- Tulsa, OK
Currently attending Six Sigma Green Belt classes
Completed 10 AMA Management classes