Customer Service Manager

Location:

Blacklick, OH, 43004

Posted:

April 25, 2014

Contact this candidate

Resume:

JONATHAN WHITE

*** ***** **** ( Blacklick, Ohio *3004

614-***-**** ( ********@*****.***

SENIOR IT MANAGER

Dynamic senior IT manager with over 10 years of experience and a history of

optimizing network / server, data center, and engineering operations in

private sector (including Fortune 500) and governmental environments (U.S.

Air Force). Record of improving productivity, cost control, and technical

support. Strategic thinker and meticulous team leader with proven ability

to spearhead high-performance teams, manage secure and large enterprise

systems, and leverage advanced expertise in network / server

infrastructure, architecture, deployment, monitoring software, and

workflows.

Strategic Planning ( Project Management ( Networks / Servers ( Data Centers

( Cost Control

Monitoring Software ( Operations ( Process Improvements ( Systems

Architecture ( SLAs

Team Leadership / Mentoring ( Maintenance ( Vendor Relations ( Technical

Support

Training ( Budgeting ( Requirements Analysis ( Enterprise Solutions (

Telecom

PROFESSIONAL EXPERIENCE

Simonton Windows ( October 2013 - Present

Network Consultant

Documented current network environments in Visio. Engineered Wireless

solution for manufacturing facilities and office environments. Corrected

network routing issues across two MPLS environments.

CDI Corporation ( March 2013 - August 2013

Manager Network Engineering

Direct daily operations, support, engineering, and implementation for an

infrastructure of 100+ sites globally. Manage and maintain all project's

from an infrastructure perspective. Manage and assist a team of six

engineers directly supporting an infrastructure comprised of Cisco core

with redundant 6509 switches, 2800 3800 series routers, and 4500 series

access layer switches. 3750 switch stacks at customer premise. Brocade

ICX 6430 and 6450 switch stacks on premise. Cisco ASA firewalls, Cisco

CSS11503 and Brocade ADX1000 content switches. Manage the Bluecoat porxy

and rapid7 scrutinizers for Security and vulnerability scans.

Time Warner, Columbus, Ohio ( April 2012

Global leader in telecommunications

Regional Network Engineering Optical Manager

Responsibilities include the provisioning/installation of new circuits

throughout the five divisions of the Mid-West Region. Direct a team of 8

engineers with the technical/logistical operations of the Regions optical

transport network. Develops comprehensive high level infrastructure

solutions that incorporate strategic target state architecture, and

standards to maximize performance, capacity, and TCO. Manage all projects

ensure timelines are kept and project budget guidelines are met.

Facilitate the creation and socialization of the Information Management

Strategy and associated Information Advantage roadmap to advance

information capabilities. Supports technical solutions with detailed

business case based on thorough interpretation of business requirements.

Performs project reviews & recommendations to insure alignment to target

state. Provide the highest quality data communications services possible

to all divisional internal and external customers, consistent with the

standards of large corporate transport networks and commercial online

services. Interfaces with key application stakeholders to collaborate on

strategic delivery of IT solutions to meet business needs.

CARDINAL HEALTH, Dublin, Ohio ( 2007 to October 2008

Fortune 500 global pharmaceutical / drug wholesaler with 45,000+ employees.

Manager - Enterprise Network Support

Direct enterprise network operations and 20 team members across 4 states.

Develop / implement strategies and allocate resources to maximize group's

effectiveness and adherence to U.S. Operational License Agreement (OLA)

guidelines for networks, telecom, and videoconferencing. Oversee the

general IT support and individual project budgets. Supports technical

solutions with detailed business case based on thorough interpretation of

business requirements. Provides strategic capacity trending and modeling

reports. Monitor time expended on initiatives to maintain accuracy of

charges against project budget and to avoid incorrect debits against

capital budget. Performs project reviews & recommendations to insure

alignment to target state. Spearhead cross-functional collaborations among

internal IT groups to facilitate workflow and alignment with project

schedules. Cultivate strong relationships with ATT data / voice vendors.

Prepare graphs / metrics and deliver productivity reports demonstrating

compliance with group's performance requirements to the VP and SVP.

. Enhanced value conferred under terms of Operational License Agreement

(OLA) 12% in 6 months (with corresponding improvements in team member

OLA productivity) by devising and deploying a 3-tiered support

infrastructure that integrated team members and resources from 2 other

IT departments (the helpdesk and the service center).

. Bolstered morale and cooperation by strengthening internal

communications processes.

. Overcame obstacles created by geographical dispersal of supervised

employees by conferring with each individual team member and by

presiding over voice / video conferences.

BLUE MILE, Columbus, Ohio ( 2006 to 2007

Leading regional wireless internet broadband provider.

Data Facility Manager / Senior Network Engineer

Oversaw data center / collocation operations, all network technology and

engineering functions, and 8 engineers at a 30,000 sq ft facility. Develops

comprehensive high level infrastructure solutions that incorporate

strategic target state architecture and standards to maximize performance,

capacity, and TCO. Supports technical solutions with detailed business

case based on thorough interpretation of business requirements. Works with

senior technologists to influence and shape the strategic infrastructure

target state architecture for area of influence. Created and deployed

strategies to ensure timely, high-quality project delivery and to maintain

systems. Examines current and trend-based utilization of critical capacity

and performance areas to make accurate predictions of future performance.

Developed and configured solutions for customer contracts and services

provided in collaboration with vendors / partners (for power AC, DC, HVAC,

and data / voice circuits). Instituted process improvements. Built strong

vendor relationships.

. Bolstered efficiency and customer service levels by establishing and

instituting new processes and systems for provisioning (configuring

products / services) company solutions.

. Optimized cost control on all projects / customer implementations by

requiring solicitation of multiple vendor quotes / bids.

. Expedited resolution of network issues / outages and improved customer

satisfaction by devising and deploying a 24 / 7 support function

featuring on-call team availability.

. Leveraged resource allocation and time management expertise to direct

data management and engineering functions simultaneously.

. Launched new procedures for classifying and resolving customer / systems

issues.

UNITED STATES AIR FORCE, Various U.S. Locations ( 1998 to 2006

World's leading military / defense aviation organization. 300,000+ active

personnel.

Network Engineer / Noncommissioned Officer-in-Charge, Base Network

Operations

Managed Network Operations with a team of five managers each with 25+

indirect reports. Uses enterprise scale tools to develop predictive

resource utilization and performance models to shape current and future

solutions. Created and implemented plans to maintain and maximize

effectiveness of technical support and a Cisco network with 7,000+ users.

Assessed current / future projects and delivered updates. Enhanced training

programs, trained / mentored employees, and established a team-oriented

organizational culture.

. Improved team proficiency by eliminating user downtime at essential

facilities through leadership of a successful $2M initiative to upgrade

equipment.

. Played key role in the architecture and development of a Cisco system

serving 7,000+ end users; solution contained ~ 200 GBE uplink access

switches and featured Cat-6509 / 8540, Cat-5500, and LS1010 core devices

in an OC-12 / GBE collapsed background.

. Minimized disruption arising from Air Force personnel turnover by

developing and launching new career / training processes (program won a

best practices award, with later adoption at all Air Force network

operations centers).

. Earned selection to direct a base's top-secret secure LAN / WAN

(SIPRnet) system (among a handful of non-commissioned officers (NCO)

ever to preside over an Air Force secured LAN / WAN) in addition to

unsecured systems.

. Received NCO annual, quarterly, and monthly management awards.

. Directed daily operations management of a Cisco network consisting of

Cat-6509/8540/Cat-5500/LS1010 Core devices in an OC-12/GBE collapsed

backbone, and approximately 200 access switches with GBE uplinks with

over 7000 end users.

. Managed and maintained helpdesk operations for over 7000 end users.

. Analysis of information flow and processes; implementation of most

advantageous actions for network operations and architecture.

EDUCATION

Bachelor of Science in Information Systems Management

Expected 2014

Franklin University

ADDITIONAL DEVELOPMENT / CERTIFICATIONS

Techskills

Columbus, Ohio

CCNA 1/2006

Community College of the Air Force

Computer Systems Control Technical School

Biloxi, Mississippi

Certification 7/2003

Major: Computer Networking

Community College of the Air Force

Data Systems Analysis

Wichita Falls, Texas

Certification 7/1999

Major: Computer Science

SECURITY INFORMATION

SEC CLR: TS/SCI (DCID ELIGIBLE)

TYPE CLR: SINGLE SCOPE BACKGROUND INVESTIGATION

CLR DT: 2007

CLR STATUS: INACTIVE

10-Point Veteran Preference, with supporting documentation.

REPRESENTATIVE TECHNICAL SKILLS (Additional Details on Request)

Cisco Systems Hardware (2900 / 3500 / 4000 / 5500 / 6500 /

8500/7500/15454/15310), Black Diamond

Alpine, Summit, Tekelec 6000 Carrier PBX, Nextone SIP, SnifferPro, Ethereal

Solarwinds, Concord e-Health, Gateway, Windows NT / 2000 Networking

Cisco Secure ACS, Ciscoworks 2000, HP Open View, DHCP / WINS / DNS

Alcatel-lucent Hardware TSS-320, TSS-100, TSS-5, 7750, 7705

JDSU T-BERD 8000, 6000, 3000

. Advanced knowledge of monitoring software to include HP Openview,

Ciscoworks, Solarwinds, and Concord e-Health

. Construction management, and implementation of new network systems

. Resolution of network problems via software and equipment utilization

and technical support

. Analysis of information flow and processes; implementation of most

advantageous actions for network operations and architecture

. Installation and configuration of network servers, workstations,

router, switches, and communication links

. Implementation and maintenance of enterprise network management

servers and systems

. Extensive and successful experience in construction management, and

implementation of new network systems, technical support, information

analysis, software utilization, and restructuring

JONATHAN WHITE

565 Slate Lane ( Blacklick, Ohio 43004

614-***-**** ( ********@*****.***

Dear Sir / Dear Madam:

With a proven track record of enhancing complex network / server, data

center, and engineering operations, I am proud to have established myself

as a successful senior IT manager. Combining expertise in systems

architecture / implementation, monitoring software, strategic planning, and

project management, I am now seeking the opportunity to bring over 10 years

of experience to your organization.

Over the course of my career, I have created value by developing solutions

in Fortune 500 and governmental (U.S. Air Force) environments, leading

effective teams, improving productivity / cost control and technical

support, and leveraging a unique blend of managerial, network / server

infrastructure, and installation / configuration savvy. A sample of key

contributions includes: