Manager Management

Elena J Robinson

310-***-**** /***********@*****.***

ELENA J. ROBINSON

**** ******* ****** ***. * • Burbank, California 91504

310-***-**** • ***********@*****.***

IT Management • Service Desk / Help Desk Management • OS Management / Refresh / Upgrade

New Technology Research / Implementation • Standards Writing / Maintenance • Vendor Relationships

Project Support • Staff Coaching / Mentoring / Management • Installation / Configuration / Upgrade

PROFESSIONAL SUMMARY

Performance and results-driven Information Technology professional with extensive experience in

providing comprehensive management of IT operations within defense contracting and

entertainment industry environments.

Serves as service support manager for all service desk activities.

Identifies organizational IT needs and provides solutions to meet them.

Ensures full regulatory compliance.

Develops and manages department budgets, as well as staff and project scheduling.

Drives IT initiatives, oversees system administrators, and provides comprehensive user support.

Manages installations, configurations and upgrades.

Build, trains, and manages teams in the delivery of outstanding IT functionality.

Possesses Top Secret, Special Accesses/SBBI Security Clearance.

CERTIFICATIONS

Microsoft Certified Professional

Project Management Certification (in Progress)

ITIL Foundation

PROFESSIONAL EXPERIENCE

ARÊTE ASSOCIATES, NORTHRIDGE, CALIFORNIA 2007-PRESENT

INFORMATION TECHNOLOGY MANAGER

Leads all IT operations and manages a 6-person IT staff. Holds accountability for software and

hardware maintenance.

Serves as the company’s service support manager, overseeing all Service Desk activities.

Participates in departmental meetings to determine each program’s IT needs.

Forecasts and establishes the budget and schedule in line with corporate division and program

manager guidelines.

Elena J Robinson

310-***-**** /***********@*****.***

Coordinates and performs regular internal audits.

Ensures compliance with company policies and standards, as well as customer specific and

NISPOM security regulations.

Established the service desk system and authored service level agreements (SLA).

Delivered a 95% on time delivery rate for all conventional priority tickets, and a 100% on time close

rate on high priority tickets.

Consolidated 4 data centers’ activities by upgrading old servers, replacing Window with Dell Servers,

standardizing all operating systems, establishing system standards and instituted general

maintenance standards.

NORTHROP GRUMMAN, AZUSA, CALIFORNIA 2003-2007

SYSTEMS MANAGER / LEAD

Conducted server and workstation installation and maintenance within a multiplatform and

classified environment, including new data center servers.

Played a key role as Team Lead over Unix System Administrators for the SBIRS program.

Performed hardware and software configuration management.

Led new Ground System Engineer training. Administrated SUN SAN and Sybase.

Developed staff schedules to maintain a presence during 24/7 launches.

Served as a member of the team that brought the company in compliance with NISPOM Chapter 8 by

defining needs in collaboration with stakeholders and training security procedures to new users.

Installed software system-wide, including Tracking, Telemetry and Command (TT&C) software, and

allocated large storage space.

SGI, LOS ANGELES, CALIFORNIA 1999-2003

INFRASTRUCTURE SYSTEMS ADMINISTRATOR

Drove the daily operations of ~50 field service personnel across North America, providing

24/7 on-call user support.

Furnished technical guidance to Regional Systems Administrators.:

Served as Team Lead for 12 system administrators in support of 30 field offices.

Oversaw field office Move, Add and Change (MAC) activities as a result of corporate

reorganization.

Grew bandwidth across the company as IRIS Team Lead for the project to consolidate 40

office’s DNS servers.

Provided 3rd level support for field servers operating NT and IRIX.

Regional Systems Administrator (1999-2001)

Elena J Robinson

310-***-**** /***********@*****.***

Maintained 4 West Coast servers, and provided 24/7 on-call support to150 local users on IRIX, Linux

and NT platforms.

Performed network and email account management, as well as systems backup and hardware and

software troubleshooting.

Participated in the launch of a multi-faceted project that transferred email from IRIX to NT, and

provisioned personal laptop computers to the sales staff to enhance productivity.

Increased sales tools software compatibility by upgrading laptops from NT to Windows 2000.

Implemented DNS, proxy, sendmail and TCP/IP protocol, as well as managed LAN/WAN, FTP/Telnet

and MS/Exchange/Outlook.

Maintained 7 Exchange servers, 9 relay servers and 7 File and Print servers.

SILICON STUDIO/L.A., (DIVISION OF SGI), SANTA MONICA, CALIFORNIA

SYSTEMS ADMINISTRATOR

Installed and configured systems and maintained 4 servers for 52 user stations.

Performed installation, administration and licensing for 3 rd party software.

Managed email, configured and maintained DNS services, and purchased new systems while

remarketing old systems.

Provided support for 15 staff, 6 lab and 32 classroom users of all proficiency levels.

Developed the curriculum and performed new user training and coaching.

Hired, trained and directed 2 Teaching Assistants and a Junior Systems Administrator.

Technical Lab Manager

Led a 6-seat student lab focused on data management, software installation and configuration, as well

as OS installs and upgrades.

Managed students’ Network File Systems (NFS) and NIS support.

Recruited, trained and managed 4 Teaching Assistants and a Junior Systems Administrator.

EDUCATION

Pepperdine University, Malibu, California

Bachelor of Science in Business Management

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