Infrastructure, operations, Service Management
Resume:
ORLANDO NAVARRO
******@*******.***
Information Technology Management
Results-driven IT leader with a strong portfolio of successes executing and delivering cutting-edge infrastructure technologies. Highly successful strategist and team builder, combining vision with practical leadership. Proven expert in process management, project management, and the design and implementation of global technology solutions that support a broad spectrum of business strategies.
Solid leadership in information technology with a passion for client satisfaction, infrastructure engineering, project management, and reliable system performance.
Technical expertise encompasses multi-platform infrastructures and spans engineering, implementation, and operations management for small to large and complex information technologies.
Demonstrated ability to effectively leverage technology to reduce costs, streamline operations, and support growth while improving the bottom line through strategic asset control, IT planning, and project management.
Highly adept at establishing solid strategic partnerships with key service providers that have included IBM, Microsoft, HP, Sun, Cisco, EMC, NetAPP, and Oracle, as well as several consulting firms.
Core Competencies / Technical Expertise
Operations Management Strategic Planning Infrastructure Virtualization
Multi-platforms Process Improvement Service Management
Vendor Management Project Management Service Delivery Disaster Recovery
PROFESSIONAL EXPERIENCE
IBM, Costa Mesa, California 02/16 – 06/18
Service Delivery Manager
Provide leadership in developing, implementing and supporting information technology initiatives, projects, services for numerous customers for applications, cloud, web technologies, software and tools, infrastructure and service management.
Developed strategic relationships with key business stakeholders across all supported regions to facilitate service delivery, service management(change, incident, problem, asset) and establish service level agreements (SLAs).
Spearheaded initiatives from conception to implementation that included service management(change, incident, problem, asset) process improvements, productivity enhancements, service quality and delivery, and cost reductions.
Acted as liaison between IT, the business and vendors in the delivery of key business initiatives.
Managed concurrent projects and oversee the collection, analysis, documentation and communication of business requirements to the IT organization.
Ensured that the design of proposed system configurations accounted for business growth and best use of technology.
Identified and managed resolution of major issues political, controversial or technical in nature, having significant impact on single and multiple departments
Transformed Vendor relationships that included negotiating technology contracts and renewals, service delivery and support.
Provided program level oversight, coordination and communication with the client sponsors, client and vendor management, IT management, and other IT support groups.
Anthem Inc., Cerritos, California 01/15 – 1/16
(National Healthcare provider with over 35 million members)
Sr. Manager Infrastructure, Operations and Service Management
Provide vision and leadership for developing, implementing and supporting information technology initiatives, projects and services.
Spearheaded initiatives from conception to implementation that included service management(change, incident, problem, asset) process improvements, productivity enhancements, service quality and delivery, and cost reductions.
Involved in the infrastructure strategy roadmaps and direction for the enterprise that included multi-platforms, virtualization, and software and storage technologies.
Managed Vendor relationships that included negotiating technology contracts and renewals, service delivery and support.
Managed infrastructure, data center operations, and service management using the ITIL framework(change, incident, problem, asset) management.
Developed and managed the department budget, performed performance reviews and managerial duties as required
Manage service management that include change and problem management, root cause analysis, post mortems and reporting.
Ventura Foods, Brea, California 01/10 – 1/15
(A national food manufacturer)
Sr. Manager IT Services
Provide vision and leadership for developing, implementing and supporting information technology initiatives, projects and services.
Managed service management that included governance for change and problem management.
Managed helpdesk, PC support, data center operations,infrastructure, command center(NOC), and mobility using the ITIL framework(change, incident, problem, asset) management.
Developed strategic relationships with key business stakeholders across all supported regions to facilitate service delivery and establish service level agreements (SLAs).
Spearheaded initiatives from conception to implementation that included process improvements, productivity enhancements, service quality and delivery, and cost reductions.
Involved in the infrastructure strategy roadmaps and direction for the enterprise that included multi-platforms, virtualization, mobility and telecom, software and storage technologies.
Managed Vendor relationships that included negotiating technology contracts and renewals, service delivery and support.
Provided program level oversight, coordination and communication with the client sponsors, client and vendor management, IT management, and other IT support groups.
Developed and managed the department budget, performed performance reviews and managerial duties as required
John Laing Homes, Irvine, California 08/08 – 04/09
(A national home developer – Company no longer in business)
Director of Infrastructure and Service Management & Delivery
Provide vision and leadership for developing strategy and implementing information technology initiatives and services that included infrastructure, network services, service management(ITIL framework), SLAs and Vendor management.
Created infrastructure strategy and roadmaps for desktop, network (Lan, Wan, VOIP), server, virtualization, software and storage
Direct, plan and implement an infrastructure over-haul in support of business operations to improve cost effectiveness, service quality and delivery.
Implemented SAP, suite included financials, and purchasing.
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, Citrix, VMware, Unix, and Linux platforms.
Developed strategic plan for infrastructure and service management including ITIL standards, guidelines and processes for change, incident, problem and asset management.
Managed infrastructure teams responsible for helpdesk, network, telecomm, server, database, storage, and PC support in a 24X7 production environment.
Developed strategic relationships with key business stakeholders across all supported regions to facilitate service delivery and establish service level agreements (SLAs).
Managed Vendor relationships that included negotiating technology contracts and renewals, service delivery and support.
Developed and managed the department budget, performed performance reviews and managerial duties as required.
Merle Norman Cosmetics, Los Angeles, California 01/08 – 6/08
(A $100 million Cosmetics company)
Director of IS
Provide vision and leadership for developing and implementing information technology initiatives. Directed and planned the implementation of enterprise IT systems in support of business operations that improve cost effectiveness, service quality and business development.
Managed infrastructure teams responsible for server, database, storage, network services, helpdesk and PC support in a 24X7 production environment.
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, Citrix, VMware, and mainframe platforms.
Created infrastructure strategy, roadmaps and standards for desktop, server, storage and database
Managed service delivery, business relationships and SLAs
Managed Vendor relationships, contracts and negotiations for hardware and software
Established and enforced infrastructure best practices using the ITIL framework(change, incident, problem, asset) management..
Developed and managed the department budget(operating, capital), performed performance reviews, mentoring, education & training and managerial duties as required.
Downey Savings, Newport Beach, California 03/07 – 11/07
(Financial institution with over $17 billion in assets – Company no longer in business)
Manager, Service Management
Led a group of service analysts and technicians in a multi-platform environment focus on service management using ITIL disciplines and best practices for change, incident, problem and asset management.
Spearheaded numerous initiatives from conception to implementation that included process improvements, configuration and release management using Remedy as the standard tool.
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, VMware, Unix(Aix), and mainframe platforms.
Developed the standard release management policy and implemented the process that improved service quality by achieving a greater success rate of releases and minimized disruption to the business.
Led a process improvement effort to further enhance the service management processes, Remedy and tools which improved resource usage, productivity enhancements, root cause analysis and support.
Served as a technical advisor to application development, business analysts, quality assurance and project managers.
Developed and managed the department budget, performed performance reviews and managerial duties as required.
Kaiser Permanente, Pasadena, California 12/99 – 12/06
(National Healthcare provider with over 8 million members)
Sr. Manager – IT Services
Led a group of technicians and consultants in a large complex fast-paced environment. Responsible for strategic planning, engineering, implementation, operations, support, and exploration of new technologies in a multi-platform environment. Managed a multi-site staff of 80 (including front line managers) and an operating budget of $25 million.
Developed strategic relationships and worked across functional teams with multiple stakeholders (Regional Information Officers, business portfolios, infrastructure, compliance, architecture and applications teams) to facilitate service delivery and establish service level agreements (SLAs). Established and enforced infrastructure standards and policies to ensure compliance with HIPAA regulations.
Implemented new problem, change, and release management processes and organizational improvements in support of ITIL (Information Technology Infrastructure Library) best practices that led to a 10% increase in Service Request, a 50% increase in Change Request, and a 20% improvement in Mean Time to Repair (MTTR).
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, VMware, Unix(Aix, Solaris), Linux, VMS, Tandem, AS400 and mainframe platforms. Projects included continuous improvements and elimination of single point of failure.
Led the planning, deployment and strategic direction of the enterprise network, operating environment including Unix(IBM, Sun, HP), windows, mainframe and AS/400 platforms.
Spearheaded numerous initiatives from conception to implementation that included virtualization, consolidations, process improvements, productivity enhancements, and cost reductions.
Introduced virtualization by the use of partitioning in the unix, windows and AS/400 environments resulted in ease of management and cost reductions in hardware, software, and facilities.
Developed strategic relationships with key members in the user community and IT management that helped drive our strategies and direction.
Managed service delivery, business relationships and Vendor negotiations for hardware and software
Participated in the creation of the change council with the main purpose of reducing the number of problems and the ability to do a quick fall back. Used ITIL as the framework and Remedy as the service application.
Served as an architect gathering requirements and designed technology solutions that enhanced operations.
Created a high-spirited, creative, open environment that resulted in a superior team of top quality technicians with high morale and limited turnover.
Developed and managed the department budget, performed performance reviews and managerial duties as required.
Ingram Micro, Inc. Santa Ana, California 05/95 – 09/99
(A $28 billion worldwide computer distributor)
Director, IT Technical Services, Santa Ana, CA
Led a staff of Technicians, consultants and support personnel responsible for strategic planning, future direction of systems and the deployment of information technology solutions.
Assisted management with the design of the data center, hardware configuration selection and the data center relocation.
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, Unix(Aix, HP), and mainframe platforms. Projects included continuous improvements and elimination of single point of failure.
Developed and integrated interfaces to business applications for accessing the web and open systems architectures. This effort increased sales volume by 10%.
Increased sales and customer satisfaction through:
-Implementation of partitioning; effort reduced software costs $90,000 per month.
-Improved system availability to 99.9% through the introduction of data sharing.
Upgraded and interfaced our telephone equipment that included hardware and software to our main servers, this included the PBXs, VRUs and the Callpath software, this was well received by our customers.
Reduced hardware costs and avoided CPU and Server upgrades by supporting, leading, and optimizing applications project. Exploited high performance utilities and debugging products to aggressively drive down the cost of applications.
Promoted staff participation in program product evaluations, application design reviews and acceptance testing which improved performance and ensured application compatibility with strategic software direction.
Times Mirror Cable tv/Cox Communications, Irvine, California 01/88 – 05/95
(Third-largest cable provider in the nation with more than 7 million customers)
Technical Support Manager – 1/93 – 5/95
Technical Lead – 1/90 – 1/93
Sr technical Support engineer – 1/88 – 1/90
Managed the planning, installation and implementation of major projects, to include:
Security and disaster recovery within the enterprise which included operating system and applications in a multi- platform environment.
Managed infrastructure projects that included upgrades, conversations, virtualization, technology refresh for Windows, and mainframe platforms. Projects included continuous improvements and elimination of single point of failure.
Operating system conversions and enhancements.
New hardware planning, installation and migration.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Bachelor of Arts, Business Administration and Leadership, Concordia University
UC Irvine Certificate in Management and Leadership
UC Irvine Certificate program in advanced software technologies
LA Valley College, Computer Science
ITIL Certified, Service Management
Kepner-Tregoe Resolve (root cause analysis and problem Management)
Bilingual (English/Spanish)
HARDWARE AND SOFTWARE EXPERIENCE
Hardware: IBM (Zseries, pSeries, iSeries, xSeries), LPAR, Sun, Dell, HP Servers/Blades, IBM, EMC and NetAPP storage and SAN.
Operating Systems: Z/OS, IBM/Aix, HP Unix, Sun Solaris, Windows, VMware and Citrix
Software: Exchange, Lotus Notes, Active Directory, SQL, Oracle, DB2, Websphere, MQ Series, Remedy, Servicenow, Footprints, Solarwinds, Manage Engine, BMC Control-M, IBM TSM, Catalogic.
Applications: Epic (EMR), Peoplesoft, HRIS, SAP, JDEdwards
Tools: Microsoft office suite, MS project, Visio
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