Manager Field Service

Senior IT Manager

SUMMARY

IT Manager with over 25 years experience providing exceptional leadership and management for widely dispersed and global staff of engineers and support analysts. Experience developing, implementing, and supporting effective technology solutions. Managed organizations as large as 75 employees with budgets exceeding $60 million, supporting 15,000 clients across 2500 locations in the US, Canada, Puerto Rico, and Mexico.

Demonstrated Skills

·Information Technology Management, People Management and Leadership, Problem Solving, Cloud Technologies, Systems Analysis, Systems Engineering, Systems Architecture, Business Process Improvement, Training, Reporting and Analysis, Project Management, Vendor Management

·Shell Scripting, Bash, KSH, Perl, BAT, PowerShell, SQL, MS Office, Outlook, Word, Excel, PowerPoint, UNIX, Linux, Windows, Mac OS, Visual Basic, VMWare

VOLUNTEER EXPERIENCE

Rutherford County Young Life Feb 2017 - Present

• Set up and maintain networking equipment including wi-fi, local network, and router

• Drive kids to camp and assorted Young Life activities

WORK EXPERIENCE

HTx Services LLC

Director of Infrastructure and Operations Transformation Mar 2015 – May 2017

·Utilized cloud-based technologies such as Amazon Web Services (AWS), Microsoft Azure, MS Sharepoint and Office 365 to manage transition from large corporate entity to standalone $55 million company with 200 employees

·Implemented Field Service knowledge base to assist 125 field service technicians with operations and procedures. Migrated over 300 standalone documents into HTML formatted KB articles

·Tracked issues and analyzed data across all business operations (HR, Finance, Sales, Engineering, Support, IT, etc.) to determine trends and systemic issues. 39 gaps and process improvement opportunities were discovered and resolved by 10 matrix-managed teams created to improve Supply Chain, Communications, Training, Tier-2 Support, Field Support, Business Management, and Project Management organizations

·Analyzed operational data to determine and eliminate problems with under-trained field support technicians by formalizing the training process for New Hire On-Boarding Program

·Integrated 9 banking institutions into support operations by working as a liaison between clients and internal stakeholders to determine, analyze, communicate, and validate requirements for changes to internal and external policies, processes, and systems

Citigroup

Director of Global Branch Infrastructure Strategic Services Jan 2007 – Mar 2015

·Lead $34 million hardware refresh project to update technology in over 2000 branches in U.S. and Canada. Over 16,000 devices including servers, workstations, laptops, and UPS devices were updated resulting in an 80% decrease in hardware tickets and annual maintenance costs by 50%

·Responsible for planning and designing all infrastructure related activities including cloud technologies, networking, data centers, telephony, and distributed systems for multiple divestiture projects

·Reduced overall costs by 40% without affecting performance through a combination of optimizing operations, negotiating new contracts with vendors, and reducing headcount

·Eliminated data exposure, reduced systems downtime 87%, and saved over $500,000 annually by re-engineering nightly backup process

·Reduced support ticket volume by 90%, decreased equipment count from 40% to 7,000 devices, and decreased maintenance costs over 50% by replacing outdated printers and print processes

·Managed implementation of Active Directory and Exchange email infrastructure to support over 10,000 users in 2000 locations reducing password reset calls by 80% among other benefits

·Working with business partners to understand problems and opportunities, developed a new Branch Support Model and realized an annual save of $1.4 million and increased 8-hour repair time SLA target from 95% to 98%

CitiFinancial

Sr. Systems Analyst/Programmer Jan 1998 – Jan 2007

·Decreased remote account approval times from over 6 minutes to less than 5 seconds (7100% improvement) by developing a complex HTML-based application in Perl

·Increased software distribution reliability five fold and decreased software distribution times by a factor of 3 for over 2500 UNIX servers and 15,000 workstations by developing and implementing new software distribution model

·Managed systems analysis and data migration in 3 mergers and acquisitions resulting increase of branch network footprint from over 1000 locations to nearly 3000 locations over a 4 year period

Olivetti North America

Sr. Software Engineer Jul 1992 – Jan 1998

·Lead group of 6 engineers providing support and maintenance of large distributed systems environment consisting of over 1200 UNIX servers and 6000 workstations in over 1000 locations

·Reduced customer new branch implementation costs by 70% by porting customer application from proprietary Unix-based workstation to industry standard Windows NT workstations

·Saved client $3 million annually outsourcing basic support service by producing documentation and providing training for UNIX and NT Support personnel

Acme Home and Office

Manager - Computer Service May 1988 – Jan 1992

·Installed, maintained, and serviced all IBM compatible systems. Evaluated and purchased new systems, peripherals, and parts. Authorized technician for Citizen and Leading Edge. Installed and provided support for many applications, operating systems and networks.

·Generated annual revenue over $1 million selling, installing, and maintaining PCs and peripherals

·Increased store productivity 700% by developing Visual Basic application to maintain customer contact information and print forms for all in-house financing.

PROFESSIONAL DEVELOPMENT

Leadership Training

·Citigroup Workshops and Classroom Training in People/Staff Coaching, Managing Change, Exercising Influence, and People Leadership 2007-2015

Technical Training

·Udemy AWS Certified Solutions Architect Associate Aug 2017

·Cybrary, Inc ITIL v3 Foundation Dec 2016

·Hands On Technology Transfer, Inc. Java Programming May 2006

·CA Technologies Unicenter Installation and Administration 2000-2001

·Microsoft Supporting Windows NT Jun 1994

·Olivetti North America Supporting UNIX SVR4 and ISC DNIX Jul 1992

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