Desktop Support Manager
Resume:
LUIS RESTREPO
Cumming, Georgia 30028
************@*****.***
Accomplished, results-driven, senior IT professional. I offer 15+ years of experience managing infrastructure teams, planning and delivering high-risk technical projects, and being an efficient IT and technical leader. Self-motivated, result oriented leader with outstanding planning and problem-solving skills.
PROFESSIONAL EXPERIENCE
SecureWorks, Atlanta, Georgia United States
Senior IT Consultant, Enterprise Architecture and Strategy June 2015 – present
•Lead SaaS, IaaS and PaaS strategy/implementation for core business applications.
•Collaboration strategy for seamless on network and off network collaboration between employees and approved third parties. This included product review, selection, design and implementation with operational teams.
•Design, build and migration of multiple tools to a single enterprise ITSM suite ServiceNow. This included design of ServiceNow requirements from business stakeholder’s security stack design for protection of critical data, modules and applications needs, integration points with existing systems, migration of data, UAT and go live deployment of ServiceNow.
•Lead IT team with phase 1 of WorkDay integration for business services.
•Lead deployment of Cisco Anyconnect with ISE posturing for improved security stance for mobile assets prior to accessing the corporate network.
•Lead migration of corporate website to cloud based solution and connection to NASDAQ for IPO go live in May of 2016.
•Design, build and deployment of CyberArk PSM for elevated access to critical systems.
•Participate on architecture review board to review new technologies, proofs of concept and process changes, and ensure they align with overall business/strategic direction. Domain champion for employee collaboration and productivity on the review board.
•Participated in development of technology package review and selection process to align to business, technology and security requirements of the organization.
•Lead on M&A activities for IT department. Report back on due diligence findings and recommendations on M&A activities if activities advance. Keep currency on IT M&A playbook.
•Research and implement new technologies that will improve employee productivity, enhance security posture, and improve overall collaboration internally with employees and externally with partners and clients.
•Manage Corporate IT Services for the Dell SecureWorks Business Unit overseeing desktop support, system administration, telecommunications and physical security administration for 900+-employee business unit.
•Creation of IT mergers and acquisitions playbook. This playbook outlined strategy, design, transition and operational duties of acquired entities.
•Creation of package selection and proof of concept guides. This allowed the IT organization to review products, align business needs with products and make recommendations on product technology that best aligned with the business needs.
Senior IT Manager, Systems Administration Dec 2004 – June 2015
•Management of budget for Corporate IT Operations of $2 mil in capital and operational expenditures. This included alignment of expenditures for day to day operations, planned projects, staffing and unplanned expenditures.
•Implementation of vulnerability management systems and led IT team to drive down overall vulnerability counts for servers and workstation endpoint environment. Weekly review of vulnerability Dashboard and report out on numbers, trends and action plan for Corporate IT owned systems. This allowed us to exceed our internal compliance objective goal of 90% compliance.
•Built career development tracks for all staff that included short term and long term goals based employee objectives.
•Managed teams responsible for corporate IT integration efforts for three acquisitions. This included due diligence of acquisition targets infrastructure, Corporate IT business requirements and building strategy and execution plan for integration of Corporate IT infrastructure.
•Managed and architected corporate IT DR/BCP planning to meet business level objectives. This included build out and testing of DR capabilities in secondary site for back office applications like Exchange, OCS, SharePoint, CRM and other business critical applications to meet requirements set in BIA for RTO and RPO objectives.
•Led SecureWorks Corporate IT integration with companies acquired between 2006 through 2010. This included identifying quick win integration tasks and planning on long term integration tasks to minimize impact to business.
•Managed vendor relationships. This included leveraging vendor expertise to meet complex business solutions involving system upgrades, design, implementation, documentation and cross training of staff.
Indus International, Atlanta, Georgia United States
Senior Systems and Messaging Administrator and Team Lead, Jan 2000 - Dec 2004
•Hands-on- administration and management of the technical infrastructure at a global level.
•120+ Windows 2000/2003 servers for 1100 users in United States, England, France, Australia and two offshore development facilities.
•Administration and security management of user accounts & group policy in a Windows 2003 Active Directory environment.
•Responsible for a Blackberry Enterprise server
•VMWare infrastructure
•Lotus/Domino messaging environment and business critical application servers.
•Managed team of 7 windows system administrators based in the US and Europe. Dotted line reporting relationship with two offshore based admins that split duties between Windows and Linux/Unix administration.
•Maintained high availability for all systems across the enterprise using clustering technologies, methods and processes to standardize regular scheduled maintenance windows and procedures that documented outlined processes around maintenance windows.
•Led efforts for patch management standardization for Windows servers at a global level. This included development of the process and procedures for deploying patches and patch test lifecycles.
•Led infrastructure design, build, deployment and maintenance of offshore development environments. This included building corporate infrastructure and development infrastructure for Wintel environment.
•Designed, documented and implemented Citrix solution for customer sites wanting to centralize EMPAC client installations.
•Implemented Citrix environment for hosted Citrix solution for EMPAC product.
•Developed cross training program with desktop support services to empower team to handle level 1 and level 2 account and system resolution. This allowed for system administration team to focus on more technical tasks and projects.
EDUCATION
•University of Phoenix, Phoenix, Arizona United States - Bachelors Information Systems, 2014
•Western Governors University – Cybersecurity Masters, In Process
CERTIFICATIONS
•ITIL Foundation Certificate in ITIL Service Management, June 2012. Certificate Number GR750029169LR
•ITIL Intermediate Certificate in ITIL Continual Service Improvement, May 2013. Certificate Number GR755013671LR
•ITIL Intermediate Certificate in ITIL Service Operation, January 2014, Certificate Number GR754040930LR
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