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Manager Help Desk

Location:
Baltimore, Maryland, United States
Posted:
August 28, 2018

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Resume:

Sam Gerges

***** ******** **, ****** ** *****

Tel: 562-***-**** Email: ac6udr@r.postjobfree.com

BUSINESS PROFILE

A self-managed and result-oriented leader with a demonstrated record of exceeding customer expectations and achieving fiscal bottom-line results through effective technical and management skills. A decisive leader delivering best practices in disciplines such as, project management, personnel development and building collaborative environments. A dynamic problem-solver with ability to establish and maintain strong alliances, leading and motivating teams, driving projects to completion, and convening complex technical requirements/data to the business.

STRENGTHS:

Innovative, Contingency Planner, Team Builder, Research & Strategic Analysis, Provide Structure, Directions & Visions, Problem Solver and Customer Facing

SUMMARY OF QUALIFICATIONS:

AS/400 Operation, AS/400 Command Language Programming, OS/MVS Job control Language

UNIX I shell programming, UNIX II Administration, Unix System release 4, OS/400, Mid-Range System, Data Processing, Business Communication, Windows 7, Windows XP, Lotus Notes, Outlook, Mainframe, IT Operations, Help Desk, Contract and Vendor Management, Project Management, ITIL, Budget Management, Data Center Management, 24x7 Operations Monitoring Support, Technical Support, Data Center Environment and Facility Maintenance. Cooling Towers, Fire Suppression Systems, CRAC units, Off-Shore Management, Production Control, Change Control Process, Disaster Recover, IT Management, Business Analysis and Business Process.

TECHNOLOGY WORKED WITH:

Active Directory, Windows 7, Mac OS-X, 2005, 2000, 95/98, Microsoft Office, Outlook, Robot, Job Scheduler, BRMS, Patrol, MIMIX, Whatsup Gold, Query400, Performance Navigator,

Tivoli Work Schedule, ISDA, BMC, SRS, Heat, Lotus Notes, TSM Manager, nGENIUS, Windows Replications, TippingPoint Prevention System, System Center Operations Manager, Recovery Point Application Manager, OPManager APPManager, SAP\POS, Angel Phone Systems, SharePoint, RUEI Monitoring, Solarwinds, BlackBerry, iPhones, iPads, ITIL Service Management,

Plan View Budgeting, UpTime, Unicenter Service Desk, AWS Connect

EDUCATION:

Diploma in Computer Operations Management New Horizon Learning Group

High School Diploma Bellflower High School

PROFESSIONAL EXPERIENCE:

Calance Buena Park, CA 01/13 - Present

Senior Manager, Data Center Operations & IT Procurement

Responsible for managing, coordinating, and overseeing the activities of the global team comprised of onshore and offshore Data Center Operations and Help Desk in a 24x7 environment in a multiple IT consulting firm, in which hosts, monitor and manage over 150 high level companies.

Responsible for monitoring all systems and network operations for multiple clients to ensure production schedules and service level agreements are met.

Manage and supervise personnel including hiring, promotion, development, recognition, discipline and termination.

Manage all the hardware and the software in the Data Center along with presenting ideas and recommendations to our clients.

Manage and ensure proper scheduling of day-to-day of a global 24X7 operation.

Manage daily workload for all clients and follow-up to ensure its completion.

Manage all third party vendors in relation to our clients and the Data Center.

Gather documentation and establish business plans/processes.

Manage, develop and execute the business recovery plan.

Continues…

Responsible for maintaining HVAC/Mechanical UPS systems, electrical, fire-life-safety, generator, building/fire codes, power management, preventive maintenance as well as the physical security of the Data Center.

Manage monthly financial reports including forecast and actual production revenues and expenses.

Manage Data Center expansion project management (owned/operated and co-located data center projects).

Manage Data Center physical infrastructure engineering, design and capacity planning.

Manage an annual 3.5 million dollars budget

Manage the operations of a Data Center in a manner, which assures timely, accurate, and cost effective services are delivered to customers.

Serve as first level escalation contact in the Alert and Escalation procedure for problems occurring in the Data Center for all clients.

Monitor and provide support for multiple clients on Mainframe, AS/400, UNIX, and Network Servers.

Manage Production Control, Change Control Process and Batch Processing.

Manage, coordinate and oversee the daily activities of global team both on-shore and off-shore.

Work with other IT and business areas to ensure collaboration between departments.

Provide information by collecting, analyzing, and summarizing data and trends in new technologies for storage architecture, capacity, and response time.

Responsible for all the Data Center communication as well as provide quick and accurate customer service to all of our clients.

Monitor response time and system availability for all interactive systems.

Monitor batch cycle performance to meet the scheduled production requirements.

Manage the company’s annual JSOX and SSAE18 audit.

Manage vendors for all software and hardware contracts and negotiations.

Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.

Improve quality results by evaluating and upgrading processes; directing changes.

Ensure System Availability and Service Level Requirements are met for all clients.

Create and maintains Policies and Procedures for the Data Center Operations and Help Desk.

Building Management Systems

Physical security Systems (Card Access Control)

Environmental Control Systems

Manage Procurement staff

Pharmavite LLC Northridge, CA 02/09- 12/12

Manager, IT Computer Operations and Help Desk

Manage, coordinate, and oversee the activities of the Data Center Operations and Help Desk in a 24x7 environment.

Responsible for monitoring all systems and network operations to ensure production schedules and service level agreements are met.

Responsible for providing a quick and accurate customer service

Participate in the implementation of a new command center as well as the implementation of a 24x7 IT Operations and Help Desk environment.

Serve as the first level escalation contact in the alert and escalation procedure for problems occurring in the Data Center and the Help Desk

Escalate problems to the appropriate level of management as described in the alert and escalation procedure.

Implement monitoring tools in support of the business.

Work with other IT and business areas to ensure collaboration between departments.

Assist in developing and executing the business recovery plan.

Ensure system availability and service level requirements are met.

Monitor response time and system availability for all interactive systems.

Monitor batch cycle performance to meet the scheduled production requirements.

Monitor availability of all computer systems located in the Data Center including Mainframe, AS/400, UNIX, and Network Servers.

Manage vendors for all software and hardware contracts and negotiations.

Create and Maintain policies and procedures for the Data Center Operations and Help Desk.

Manage the company’s annual JSOX audit.

Improve quality results by evaluating and upgrading processes.

Manage Active Directory, SharePoint, Apple product as well as Windows 7 support.

Continues…

Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.

Provide information by collecting, analyzing, and summarizing data and trends in new technologies for storage architecture, capacity, and response time.

AMCOR Sunclipse North America Buena Park, CA 07/06- 02/09

IT Operations\Help Desk Supervisor

Coordinate work schedules of computer operators to cover 24x7 operations.

Provide day to day supervision for departmental personnel.

Create operational processes and service management procedures.

Troubleshoot issues concerning operations.

Lead the implementation of projects for Operations.

Responsible for monitoring the quality and efficient work flow of the department systems

Supervise 9 Operators in a 24x7 AS/400 and UNIX shop.

Serve as the second Level Support all Operations matters.

PacifiCare\Rx Solutions Costa Mesa, CA 1/00- 07/06

IT Operations Lead

Responsible for AS/400 Systems along with provide technical support to 500 users in a 24x 7 environment with minimum downtime at 3 locations.

Assist with System Upgrade and applying PTFs.

Write and modify CL Programs to backup systems while active.

First Level Support to Technical Support as well as mentoring 8 Operators.

Responsible for 24x7 Operations work flow.

Perform Monthly Status Report for Management on the performance of all Operators.

Brown Jordan Company El Monte, CA 11/98-12/99

Computer Operator

Sprint PCS Irvine, CA 09/97 - 11/98

Position: Technical Support Analyst

Bank of America Bellflower, CA 06/93 – 02/96

Teller/New Account Manager

REFERENCES ARE AVAILABLE UPON REQUEST



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