Manager Customer Service

STACY WALKER

Cypress, Texas ***** 713-***-**** ***********@*****.*** https://www.linkedin.com/in/swalker140

SENIOR INFORMATION TECHNOLOGY MANAGER

Leveraging strategies, relationships, and technology to maximize performance, quality, and results

Combine over 20 years’ enterprise experience and business savvy to develop technology solutions for business problems that produce tangible value, managing and building sophisticated services/products from startup through maturity. Proficiency with cutting edge technology maintained through ongoing analysis and research. Progressive leader recognized for solving complex problems, ensuring security, and taking calculated risks.

CORE SKILLS

Strategic Planning & Execution P&L Management Project Management SLA Implementation

Infrastructure Design Complex Problem Solving Customer Relationship Management Business Strategy

ISP Management Enterprise & Data Center Security Technical Analysis Contract Review & Management

PROFESSIONAL EXPERIENCE

FedEx Ground Services-Houston, Texas 7/2017–present

Independent Consultant

Focus on process improvement and employee training for new Super Hub facility in Katy, TX. Package handling, sort load optimization and human factors engineering studies.

Delivered details regarding the existing process and break/fix information during startup operations that include large scanning systems referred to as AutoDims by SICK systems and Splunk Dashboard.

AIG Travel Guard-Houston, Texas 11/2015–6/2016

Infrastructure Architect, Office of the CTO

Designed and implemented information systems that support the enterprise infrastructure of AIG Travel Guard. Analyzed system requirements and ensured that systems complied with AIG security standards.

Delivered resources to allow new systems be effectively integrated with current applications in private cloud. Some public cloud development and studies were undertaken in MS Azure.

Ensured that all systems were working at optimal levels and offer support to application development teams regarding new technologies and system requirements.

Provide thorough knowledge of infrastructure, application programming, and software applications to the primary assigned technology stack. Service accessed from 192 countries in three data centers.

Managed the largest technology stack in Travel Guard. Migrated and consolidated servers from MS Server 2003/2008 to Server 2012R2 in new HA configuration through New Jersey and Ft. Worth data centers.

Participated in the STP (straight thru process) development group using Agile and Waterfall methodologies.

MBM Advisors, Inc.-Houston, Texas 2/2002–6/2015

IT Manager, AVP Director of IT, VP

Recruited to establish the IT Infrastructure for MBM to secure client financial data and manage the day-to-day operations of the company's IT environment. Architect and designed effective infrastructure and operations that created value by making sound choices about which technologies to use and how to integrate them in a secure environment.

Redesigned the MBM data center network several times to provide a state of the art implementation using the latest Microsoft technologies. Restructured the entire network infrastructure twice.

Designed, configured, installed, and supported project related computer resources. Implemented and configured the Houston office desktops with Windows XP, Vista & Win7 when released.

Designed and installed VMware cluster with unique DR components for Sterling Bank data centers.

Installed, optimized, and supported application/data servers, desktops and laptops.

Provided security and malware measures for all MBM systems including multiple firewall designs.

Advised management of industry trends and forecasted future needs to assist business velocity.

STACY WALKER

Page 2 713-***-**** ***********@*****.*** https://www.linkedin.com/in/swalker140

Managed the migration of critical production and contingency servers with no impact to business.

Optimized data center consolidation by employing various migration strategies; such as virtualization, seed swing migration and server consolidation.

Implemented and supported Schwab SRT, SunGard Relius, Zephyr and Axys3 financial platforms.

Designed and supported MBM's email systems using Exchange 2010, Brightmail, and MailEssentials.

Compaq Computer Corporation-Houston, Texas 1/1994–12/2001

Competitive Analysis Group (CAG) Manager, Storage Products Division Marketing (6/2000–12/2001)

Managed engineers that provided intelligence information about competitors' servers, NAS, and SAN based systems. Provided feedback and recommendations to ISSG server development teams and Marketing to identify specific I/O performance attributes of competitors' server-based platforms in various environments. Team leadership, hands-on experience, and mentoring capabilities were key requirements for the position.

Managed the dissemination of information collected by CAG engineers regarding the performance and compatibility of competitors' servers and storage systems. Arranged the allocation of these resources to different groups in Engineering so they might study/replicate specific problems or features.

Reported 'Out of Box Experience' to Marketing and Engineering regarding the set-up issues encountered in the process of analyzing the competitors' equipment.

Compaq Service Account Technical Services Manager, ATSM (1/1997–6/2000)

Supported Compaq's National Field Service ACSM force. Managed and prioritized critical customer satisfaction issues from major accounts in the assigned region. Developed service delivery strategies to resolve those issues. Determine financial exposure to Compaq and report results to the affected division.

Managed the West Coast Region and Canada for two years and the Northeast region for the last two years.

Expanded the ATSM team from 4 region managers to 8.

Planned and managed multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.

Utilized resources from numerous Compaq divisions to manage service deliverables that drove customer satisfaction and expectations.

Directed complex logistics in developing integrated client solutions across multiple organizations, groups, business units, time zones, and geographies.

Managed Special Projects Recovery for Portables Division. Designed and implemented a program to replace laptop units in 116 Major Accounts worldwide.

Developed web-based RMA exchange and scheduling system for the project.

Exchanged 14,000 laptop units with remanufactured and new units throughout the life of the program.

Recovered $1 million against cost of the LTE-5000 recovery project by selling the remaining cache of remanufactured laptop units to service providers at the end of the two-year program.

Developed Special Projects management application to assist integration of Compaq Services and DEC Services during the 1998 merger. Merged two dissimilar systems using Electronic Data Interchange to conduct scheduling in large recovery operations, saving Compaq millions of dollars.

Microsoft Server Systems Case Management (12/1994–1/1997)

Supported Compaq clients requiring technical assistance with Microsoft NT and IBM OS/2 based products implemented on Compaq's SSG Division Server platforms as a second level support engineer.

Resolved customer service issues escalated to Case Management by using many different resources and technical skills. Many were leveraged from different manufactures as well as associate engineers.

Consult with division engineers on systems products that required modifications to OS configurations, hardware, firmware, software drivers or training. Visited major account data centers to provide POCs.

Liaison to Microsoft and IBM server groups for Compaq SSG customer service support issues to work joint cases.

STACY WALKER

Page 3 713-***-**** ***********@*****.*** https://www.linkedin.com/in/swalker140

EDUCATION AND PROFESSIONAL DEVELOPMENT

University of Phoenix Bachelor of Science (B.S.), Information Technology

Sam Houston State University Computer Science Major

Community College of the Air Force Associates in Applied Science, Electronics

Information Security in a Global Business Environment-Skillsoft-AIG

Seven Habits of Highly Effective Individuals-Covey

Management Training and Introduction to Managerial Principles-Compaq

Project Management Systems and Theory-Compaq

Oracle Database Management Administrator Level I & II Certification

IBM PC Systems Dealer Training / Certification Dealer Acceptance Training

IBM General Systems Division Customer Engineer Training

IBM System/32 & System/34 Entry Level and Certification Training Course

IBM System 360 data center build out prerequisites, inspections and delivery Training Course

International Travel in Europe, Eastern Europe, Asia, Southeast Asia and Middle East

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