Information Technology Services Manager

TINA LIKENS

Raleigh, NC 919-***-****

***********@*****.***

CAREER SNAPSHOT: Engaging Information Technology leader with a focus to Business and Customer service; expertise in Managed Services Environment, IAAS, Service Delivery, IT operations, IT infrastructure, and Vendor Management gained through progressively responsible technology leadership roles. Collaboration-centric with a bias for process improvement and a passion for leveraging technology as a competitive advantage. Cross-functional communicator and active listener who fosters stakeholder and team collaboration, cultivate consensus, and drive technical solution design and execution. Goal oriented leader equally adept at IT Strategic planning, hands-on project management and operational delivery.

EXPERIENCE

01/2010-02/2017 DEPARTMENT OF INFORMATION TECHNOLOGY

RALEIGH, NC

IT SERVICE DELIVERY MANAGER

Direct management and oversight of staff for Service Delivery and Business Management of Storage resources (z/OS, Windows, Linux, Solaris, AIX, VMWARE) and Data Protection Services deployment managing over 3PB’s. Achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

Supervise Team of personnel and resources in local and remote State Data Centers, rated Tier 3 and Tier 4. Manage divisional HR-related functions and initiatives, including hiring procedures, job descriptions, job postings, enforcing personnel policies, and addressing work/life issues. Staff scope up to eighteen (18) staff including engineers, systems administrators, and systems analysts.

Collaborate with customers from multiple State Agencies defining technology solutions and processes to meet citizen requirements and State/Federal Information Security regulations such as IRS 1075. Participated in Security Audits conducted to ensure all regulations were met.

Advocate for customers and define ways to continually add value to the customer experience by translating business needs to functional requirements.

Project Management on small/medium/large IT projects hardware/software upgrades, refreshes, and new service offerings. Projects included transition to all virtual tape infrastructure and software upgrades of NetBackup for over 300 servers across two data centers.

Manage annual budget of $14M to provide storage and backup and recovery services (Veritas NetBackup) to State Agencies that serve the citizens of the State of North Carolina.

Successful Vendor Management and Contract negotiations with Hardware and Software vendors to ensure products and services were of best value including a high-profile project that resulted in million-dollar savings. Evaluate RFP and SOW submissions for hardware/software acquisitions. Perform Vendor Service Reviews regularly.

Guide teams on Change and Incident Management processes according to ITIL guidelines. Performed Change Management reviews (RFC) and metrics reporting to ensure compliance of agency standards using BMC REMEDY application.

Track data to assist monitoring costs associated with software usage, purchases/true-up (reconciliation with licensing agreement) requirements, and maintenance on hardware and software assets and contracts.

Development of rate models for managed storage and backup services resulting in 30% reduction in the customer billing while implementing chargeback/showback reporting application.

Execution and fulfillment on the delivery of new services/programs to modernize portfolio offerings including FLASH SAN storage (HDS, IBM, EMC) for high speed transactional applications and disk-based backups with off-site replication.

Guide and Coordinate the deployment of Cloud Storage offerings (MS AZURE) for file and print servers.

01/1999 – 01/2010 INFORMATION TECHNOLOGY SERVICES

RALEIGH, NC

IT TECHNICAL SUPPORT MANAGER

Managed a team of 17+ system administrators supporting Storage and Data Protection services, Enterprise monitoring services, and Data Center Operations support providing 24x7x365 coverage.

Coordinated highly integrated environment ensuring coordination with (LOB) line of business owners to meet business Service Level commitments.

Identified savings opportunities for hardware asset procurements and software licensing.

Managed End-of-Life storage hardware assets and capacity and migration projects.

Developed, communicated and executed strategy and support model for Process Redesign of Disaster Recovery exercises reducing tape media requirements from 50,000 to less than 1000.

Led team in development and organization for migration to Enterprise Monitoring Applications to provide Automated system notifications decreasing our MTR (Mean Time to Repair) to meet SLA requirements.

Key contributor to improve system stability through system automation to meet SLA requirements.

Guided team in adoption of ITIL processes including Change, Incident, and Release Management.

Managed application development team supporting Incident and Change Management system and participated with team to evaluate and procure Enterprise application.

Hands on team member for evaluation of hardware and software and made procurement recommendations for Enterprise Storage environments and deployment of secondary remote data center.

01/1994 – 01/1999 STATE INFORMATION PROCESSING SERVICES

RALEIGH, NC

IBM MAINFRAME Z/OS SYSTEMS PROGRAMMER

Performed installations, upgrades, and support for program products in Mainframe environment. These products included console automation (CA-OPS/MVS), REXX programming, and batch job scheduling software.

Ensured Security regulations were adhered to using operating system security such as IBM RACF.

Facilitated monthly customer technical meetings to discuss their business requirements for future software enhancements and provided customer support.

Led weekly Change Advisory Board (CAB) meetings and collaborated with other teams for process improvements.

Led team in development and organization for migration to Enterprise Monitoring Applications to provide Automated system notifications decreasing our MTR (Mean Time to Repair) to meet SLA requirements.

EDUCATION

DECEMBER 1987 WESTERN CAROLINA UNIVERSITY

BACHELOR OF SCIENCE BUSINESS ADMINISTRATION,

MAJOR: COMPUTER INFORMATION SYSTEMS

APRIL 2018

SCRUM MASTER CERTIFIED

SKILLS

Team Leadership and Management

Business Continuity and Disaster Recovery

Business Process Management/Business Acumen

Coordination and Collaboration

Customer Centric Focus

Data Center and IT Operations

SCRUM Fundamentals Certification

Change and Incident Management

Budget Management

ITIL Foundations Certification

Infrastructure Design/Implementation

Problem identification and solution

Vendor Management and Negotiation

Service Level Agreement

Service and Product Ownership

Staff recruitment, development, supervision

Mainframe and Distributed Systems

Project Management

HONORS AND CERTIFICATIONS

February 2017 – Received the Order of the Long Leaf Pine for exemplary service to the State of North Carolina

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