Support Service

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GIJO GEORGE

** ******** ** ******* *****, NJ 908-***-**** ******@*****.*** Global Infrastructure ⃒ Global Support Services ⃒ Global Data Center Operations ⃒ Global Network Operations Senior IT Management professional with 30 years of proven experience to set the vision and strategy working in partnership in all aspects of global IT including but not limited to operations, service delivery, datacenter operations, business continuity and disaster recovery, database administration, QA, internal systems and application development, executive support, all tiers of infrastructure to endpoint/mobile support, engineering, vendor management, project management, M&A integration and disentanglement. Served as advisor and chief of staff to CIOs and CTOs. My leadership is based on challenging the status quo with creativity, high performance and innovation. “I aim to keep things simple and take the chaos out of IT” Qualifications Summary

ITIL Processes Process, Productivity & Efficiency Improvements Startup Successes Turnarounds & Consolidations Operations Management Client Relationship Management Team Motivation & Management Vendor and Contracts Management Global Support and Management SOX and PCI Compliance

• One of three people awarded the Presidential Leadership Award by the CEO for overall leadership in the IT Corporate Technology sector because of a $500K savings without any impact to service.

• Built 5 tier one datacenters, 10 tier two datacenters and over 100 tier three satellite driven datacenters.

• Transformed Verizon from a standalone PC environment to networked collaborative offices.

• Successfully handling 45K tickets year after year with near zero escalations due to internal SLAs and OLAs.

• Completed service catalogs and playbooks based on ITIL.

• Enabling Cloud solutions for backup, security and end user related services (Cisco ESA / Office365) AM BEST Oldwick, NJ Oct 2018 to Mar 2019

Global Director / Technical Engineering

Head of the global Corporate IT, reporting into the CIO, responsible for the overall planning, management and execution of global corporate IT functions infrastructure, end user support, internal business systems, vendor management, business continuity and disaster recovery site, datacenters, database administration and QA. Ensured communication, adoption and collaboration between IT organizations, supported end users and senior executives in the proactive implementation of changes and new technologies to meet corporate objectives and maintain a high level of operational effectiveness. Motivated IT staff to ensure improvements with solutions/proficiencies that lead to high customer satisfaction and adoption. Managed a budget of ~7 million in yearly CAPEX spend.

• Datacenters

o All datacenters related to production, development and testing, as well as disaster recovery, were proactively updated, maintained reactively and monitored 24x7, following a set escalation policy in the event of an alert.

• Infrastructure

o Network, server, mainframe, virtual, storage and backup systems were load balanced locally and globally with primary and secondary components for the continuity of the day to day operations with zero downtime. Senior IT Executive

Career Highlights

Professional Experience

2 G i j o G e o r g e

• End User Support

o Standardized and documented corporate IT practices, policies and procedures to reduce cost, ease support and help secure the environment within the Helpdesk, Desktop Support and Voice, Video and Conferencing Systems.

• Risk Assessment

o Worked with external auditors, internal support teams and IT security to enforcement best practices, perform continual assessments and implement learnings from incidents.

• Vendor Management

o Pursued a multi-vendor approach with all renewals and new projects to ensure the best options are presented for a selection decision based on support, cost, security and standards. All recurring based billing were scrutinized with monthly vendor meetings, looking for efficiencies and cost reductions or elimination. Cloud solutions were added as an option to help quickly facilitate high availability and disaster recovery opportunities. Maintained an approved vendor and product list that was screened by IT security. Removed manual processes and implemented paperless workflows that could be easily audited.

• QA

o Reviewed current QA practices, targeting 80% automation, leading to faster results and less human error.

• Database Administration

o Planned the systematic global upgrade of old hardware and OS to Oracle ODAs, allowing better performance, functionality, uptime, standardization and DR readiness focused on great customer experience applications.

• Business Systems

o Identified external or internal solutions for accounting, finance and HR business automation and workflows.

• Office 365 Migration

o Initiated steps internally to migrate from global mail servers to the cloud-based messaging solution with Microsoft and partners to allow a seamless, well communicated and trained user and internal support base. FREDDIE MAC McLean, VA Aug 2018 to Oct 2018

Director / Application Management

Managed and delivered world class customer service within End User Services, Desktop Support, Executive Support and Incident Management for corporate headquarters and the regional offices across the United States with a base of 10,000 end users with over 50 internal and augmented support team members. Following the ITIL framework and established processes and protocols, the emphasis placed on providing quality service to the internal business partners, external customers and clients, with a special focus on customer support and the overall customer experience introducing new capabilities. Managed a budget of ~8 million in yearly CAPEX spend.

• IT Solution Centers

o Managed 3-4 support centers, allowing ~8000 end users to obtain in-person assistance.

• Office 365 Migration

o Assisted in the planning, preparation, adoption and support for the upcoming O365 migration.

• Prioritized Support

o Executive Support - Provide expeditious white glove support to all VIPs 24x7. o Trade Floor Support- Ensuring the best class technology availability and support to maximize uptime.

• Voice of the Business

o End user relationship, satisfaction and requirements management o Service adoption, management of change and end user communications

• Service Ownership

o Service cost, operating expense, chargeback management o Vendor/supplier management

o Service performance measurement (KPI) and improvement o Fulfill service requests and resolve incidents within agreed upon SLAs o Manage contracts associated with desktop and mobile platforms o Manage mobile voice and data service plans

o Manage data retention and equipment disposal services o Support IMAC activity and all projects related to facility changes 3 G i j o G e o r g e

TRAVELPORT (Divested from Cendant) Parsippany, NJ 2005 to 2018 Global Senior IT Manager

Head of the global endpoint support with 10,000 end users spread across 90+ global corporate, commercial and data center locations. Responsible for staff of managers, team leads and 30 team members that covers IT Desktop services, Executive Support, Desktop Engineering, Servers, Infrastructure, Virtualization, Tier 1 & 2 Network and Voice Services, Service Delivery, Project Management, Asset Management, Procurement, IT Life-cycle and Vendor Relationships. Manage a budget of 10 million in yearly CAPEX spend.

• Global Operations

o 24x7 Global Support - Follow the sun global support with on-call response for needed coverage without a gap in service.

o 50% drop in incidents – established problem management standards and proactive activities to prevent incident recurrence and user escalations.

o Executive visibility and support -provide regular status reporting and specific communications strategies. Ability to interface with board members, hundreds of C-levels and beyond with professionalism and respect in a timely manner, prioritizing to prevent escalations and maintain a work/life balance. o Latest global project completions - Migrated over 6000 users to cloud based collaborative opportunities and implemented 80% Windows 10 globally, exceeding internal and MS expectations

• Process improvements, consolidations and automations o Virtualization and BYOD initiative- Converted physical machines to virtual machines for 1500 global users for testing, helpdesk, training, development and additional processing power using VMware View to manage mass provisioning. Implemented global SOP leading to the support of bring your own device (BYOD) for mobile devices and laptops.

o M&A integrations - Successfully standardized many new organizations due to acquisitions without impacting their day to day operations.

o Active Directory Management & Automation - Ensured AD was kept updated and secure, satisfying all audits, investigations and escalations.

o Server upgrades and consolidations-Kept servers at the latest version for security and performance reasons, where applications weren’t a hinderance.

o New Technology Review and Implementation- Keep on top of the everchanging hardware and software for cost, support, security and performance improvements.

• IT Expense reductions

o Decreased annual spend and cut operating costs via the deployment of new technologies, automation, correction of errors and self-service.

• Team management

o Regularly coached and empowered team members into senior-level roles, managing projects, providing training and certifications in new technologies.

Desoto/Polk County Sheriff’s Office Arcadia, FL 2003 to 2004 Deputy Sheriff (Law Enforcement)

Law Enforcement and public safety work in the protection of life and property, and the general execution of orders issued through the jurisdiction of the Sheriff.

• External Patrol and IT Support

o Responsibilities included application of law during an arrest/search, court related processes, abuse case investigation, community interaction, crime/accident scene investigation, evidence collection, post-crime investigation, interviewing and taking statements, search and seizure, various field activities, security and escort, administrative activities, traffic control, crash scene control, and first aid. o Provided any needed IT guidance and support.

4 G i j o G e o r g e

Williams Communications (formerly iBeam) Manhattan, NY 1999 to 2002 Director (Global Datacenter Operations)

Built, maintained, supported and documented all production datacenters (Tier 1, 2, and 3) to specification in the U.S. and Internationally with supervision of over 50 people in a 24x7 capacity. Ensured deployments and integration of two acquired companies with varying hardware and operating systems from routers (Cisco) to switches (Cisco, Extreme, Alteons, Foundry) to servers (Dells and Compaq’s) and NT, Linux, and many off the shelf applications (PC Anywhere, MS Office, etc.)

• Datacenter build and support

o Insisted on updated/current documentation for 5 completed production Tier 1 sites, 10 Tier 2 sites and over 100 Tier 3 sites. Documentation included logical diagrams, physical diagrams, IP lists, port matrix lists, hardware and software inventory as well as systems configurations information documents. o Developed, maintained and tested disaster recovery plans (networks as well as servers and applications) to be used in the event of a loss of technology. Disaster recovery and fail over was a key factor before considering a Tier 1 site production ready.

VERIZON Manhattan, NY 1990 to 1999

Staff Director (Network Operations)

Provided 24x7 leadership and technical supervision for all aspects of the LAN / WAN network operations and support in the New York City area, including corporate headquarters and senior leadership (CEO, COO and other EVPs.) Managed 80 technical/management staff members in a variety of NOS, OS, and hardware environments spanning over a hundred buildings and 12,000 end users.

• Corporate Network to Endpoint Support

o Project managed many large and small-scale implementations of various hardware and software roll outs without user downtime during production hours. Migrated entire engineering, construction and business office organizations in 100+ buildings from Banyan and LAN Server to Windows NT. Supervised conversion from outdated wiring, non-IP, mechanical MAU environment to an IP / Cisco switch environment. Ciba-Geigy Ardsley, NY 1988 to 1990

Hardware & Software Analyst

Supported corporate PC users with all technical issues. I was selected Co-op captain within a year leading all co-ops that started at Ciba.

• Corporate Support

o Provided support to the corporate office end users for all hardware and software related needs.

• Intern Captain

o Lead a team of 20 interns within various IT disciplines Other Technology Experience US 2009 to 2017

Consultant / Advisor / Chief of Staff

Provided advice and direction to CEOs, CTOs, COOs and VPs of IT regarding optimization, cloud technologies, insourcing, outsourcing, best practices and organizational realignments. 5 G i j o G e o r g e

Polytechnic University, Executive Masters (M.S.) Management of Technology Manhattan College, B.S. Computer Science / Math

Polk Community College, A.S. Criminology

Harvard Management Mentoring Program

ITIL Certified v3

Windows Forensics

Windows MCSE / SCCM

VMware System Center Configuration Manager

Six Sigma (White Belt)

Florida Department of Law Enforcement Certified

Education

Certifications & Trainings

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