Manager Management

David J. Capron ************@*****.***

***** ********** ***** ***** 980-***-****

Charlotte, NC 28278 "http://linkedin.com/in/davecapron"

Summary:

Highly adaptable Senior IT Operations Manager successful at overseeing people, processes, applications, services, and vendors in medium to large corporate environments. Skilled at building teams with solid core values and business principles directed at logical functionality and added value.

Adept at building and maintaining loyal and strong employee and vendor relationships across a variety of industries.

Core Competencies:

* Application and Service Management

* Audit Compliance (PCI, SOX, Internal/External)

* Budget Forecasting and Adherence

* Change Management

* Computer Operations and Process Scheduling

* Cross-team Leadership and Project Management

* Data Center Management and Relocation

* Disaster Recovery/Business Continuity

* Hardware, Software, Services, and Consumables Procurement

* Help Desk Management

* Incident Management

* Network Operations Center Management

* Operational Metrics Reporting

* Security Operations Center Management

* Vendor Management

PROFESSIONAL EXPERIENCE:

BAE Systems (December 2017-October 2018)

Enterprise Command Center Service Manager (Contract)

As needed, across multiple 24x7x365 shifts, provided oversight to team of technical employees in an Enterprise Command Center environment. Positions within this environment were Tier I and II Network, Tier I and II Server Support (Windows, UNIX, and Linux), Comvault Backup and Restore Tech. Major Incident Management for Enterprise Applications and Services across all BAE Business Sectors.

Charter Communications – Charlotte, NC. St. Louis MO. (May 2016-July 2017)

Manager NOC/SOC

*Post Charter buyout of TWC, in addition to established responsibilities and oversights listed below, team was renamed and began taking on new services into our Service Portfolio. Network Monitoring at a Tier I & II level and IT Security Monitoring and Major Incident Response at a Tier I & II level.

Time Warner Cable - Charlotte, NC. Herndon, VA. (2014-2016))

Manager – ASOC (Applications & Systems Operations Center)

*Directly accountable in a 24x7x365 environment for the building of a new team tasked specifically with Major Incident Management relating to all Corporate Applications, Internal Networks and Systems and Services. Provided oversight, motivation, and operational metrics reporting for an original staff of 7 building up to a staff of 20 by April 2016, including 3 Supervisors.

Time Warner Cable - Englewood, CO.; Charlotte, NC (1999-2014)

Manager of Production Services

* Created “first of their kind” jobs/positions in the TWC Corporate environment for Production Scheduler, Enterprise Backup & Recovery Analyst, Change Mgmt., Data Center Mgmt., Disaster Recovery Analyst, ITIL based Incident Mgmt. Team and Process. Grew each position into individual offices within IT, all containing multiple employees.

*Directly accountable for the oversight and motivation of a direct staff of 10, including 4 supervisors, and indirect staff of 22. Managed the processes and applications surrounding the Computer Operations and Help Desk of a Fortune 150 company.

* Implemented highly efficient, scalable staffing model limiting NET headcount growth in Comp. Ops. to 1 head during 14 years of rapid growth while providing a more cost effective use of resources and 24x7x365 coverage and contact for corporate customers.

* Researched, negotiated purchase and maintenance pricing, implemented, and maintained an enterprise grade, cross platform Automated Process Scheduling Application; created a streamlined environment enabling minimal staffing to schedule, manage, and report against round the clock processing requirements.

* Grew this production processing environment from an initial 500 executed processes per 24-hour period to over 36,000 executed processes; per 24-hour period. Through customer collaboration, education and strict processes, maintained process failure rates at or below 1%. (Well below acceptable industry standards)

* Established a cross-department Incident Management team and process based on ITIL standards focused on maintaining the highest levels of availability and functionality for Business Critical and Revenue Generating applications and services driving mean times for overall incident resolution down by 59%.

* Selected by Senior Management to play key leadership roles in enterprise wide initiatives for PeopleSoft Implementation, Cross Platform Data Processing Migration, AOL Administration, and Data Center Build and Relocation, as well as the Establishment of Incident Management Team and Process.

* Based on Emergency/Backup Power Generation for Facility, commissioned entire campus environmental impact study and hazardous material containment and spill remediation plan which met local and state regulatory requirements for Charlotte, NC.

Time Warner Cable - Englewood, CO (1995-1999)

Sr. Computer Operator, IT Analyst, Computer Operations Supervisor

Quickly moved through the listed positions by showing solid competency, IT business knowledge, and ability to absorb and apply TWC IT business objectives and overall adaptability to the ever-changing environment.

EDUCATIONAL DEVELOPMENT:

* ITIL Service Strategy Certificate December (2016)

* ITIL Foundation Certificate in Service Management (May 2016)

* HDI Certified Professional Help Desk Tech (2006)

* JIT Principals and Execution

* Essentials of Management Program, Human Resources and Legal Guidance for Business Management, Sensitivity Training, Ethical Behavior in the Workplace, Legal Hiring Practices, Gifting, Diversity in the Workplace, Audit Principles, Behavioral Interviewing, Team Building, Cable 101, Advanced Cable.

* Various technical and corporate-level training for product-specific subjects:

Tidal Enterprise Scheduler, MVS/OS370 & 390 Operations, MVS JCL, Xerox, IBM, and StorageTEK machine training in preventive maintenance.

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