Service Manager

Dennis M. Murphy

Franklin Square, N.Y. ***** 516-***-****

www.linkedin.com/in/dennismmurphy *********@*********.***

IT Infrastructure Operations Manager

Goal driven Information Technology Professional with extensive experience in Data Center Infrastructure,

Vendor relations, IT Operations Services, Market Data Systems, Business Continuity (BCP), for disaster

recovery. Proficient in using ITIL and Six Sigma methodology as a leader in change management, incident

management and implementation, operation and support of mission critical system, with the focus on

improved efficiency and meeting customer requirements as well as capacity management. Dedicated and

reliable with the ability to develop and lead enterprise class team ensuring quality service and on time

delivery of results.

COMPUTER SKILLS: Lotus Notes, MS Office UNIX ITIL Foundation Six Sigma SUN Enterprise Data

General Reuters Market Data Services ThomsonOne

HARDWARE: DELL, EMC, Legacy Data General HP, IBM Iseries, SUN

PROFESSIONAL EXPERIENCE

Consultant and Student 2014 – present

Currently doing Freelance consultant. Setting up systems, trouble shooting problems, loading software

applications and small local networks. Completed Six Sigma Green Belt course. Preparing to take Six Sigma

Green Belt certification exam in October.

Thomson Reuters, Thomson, New York, New York 2010 – 2013

Senior Operations Manager TDN RTTG Market Division

Accountable for Client Relations, Vendor Management, Incident Management, Problem Management, Change

Management, and Service Level Agreements. Changes included but not specific to hardware, software, IOS

upgrades and environmental enhancements. Ensuring all Global Exchange feeds are monitored with no drop

data or latency.

• Managed the Global Operation Staff in New York, New Jersey, and Bangalore, India.

• Instrumental in all change management activities within the operation center.

• Migrated Operation group from inside Data Center to a NOC following OSHA requirements.

• Over 20 years’ experience with UNIX, Linux on AS/400, ISeries and Dell also versed in basic

Networking troubleshooting.

• Coordinated the implementation of new systems into the data center with PMP, adhering to electrical

guidelines. Keeping a 15 – 20% buffer on electrical usage.

• Successfully migrated a 16,000 square foot Data Center from New York to Texas as a cost saving.

• Trained Operation Staff on new incident tracking tool. Improved service by reducing incidents by

50% over 2 year period.

• Implemented operation procedures for escalation to increase service restoration within specified

timeline set by SLA. Mean Time to Restore was reduced an additional two minutes to three minutes.

• Conducted weekly operation and incident meetings. Reviewed human and system related incidents.

• Managed operation staff budget keeping it under standards set by senior management.

Thomson Reuters, Thomson, New York, New York 2008 – 2010

Senior Infrastructure Operations Manager Northeast Region

Directly led the Americas region consisting of two data centers in the New York metropolitan area. Supported

by three site operation managers, responsible for DCIM (data center infrastructure management) consisting

of electrical, mechanical and cooling.

• Report monthly score card on all electrical, mechanical and cooling equipment using information

provided by third part vendors monitoring tool.

• Conduct quarterly generator test in line with Disaster Recovery testing for best practice in case of

emergencies.

• Coordinated the electrical and mechanical maintenance with third party vendors consisting of CRAC,

HVAC, PDU, UPS and generators.

Thomson Financial, Thomson, New York, New York 2003 – 2008

Director of Real Time Operations Boston, New York and San Francisco

• Implemented operation procedures for escalation to increase service restoration within specified

timeline set by SLA. Mean Time to Restore was set at one hour, we reduced it to five minutes.

• Optimized operational improvements and standardized procedures between different levels of

operations, 1st Level, 2nd Level and development groups.

• Conducted DR failover tests between multiple operation centers nationwide for the purpose of

ensuring limited to no client impact of service.

ILX Systems Inc., Thomson, New York, New York 1995 – 2003 Vice

President Head of Global Market Data Services

Reported directly to Senior V.P of Headquarters Operations for a start up that became one of the largest

Market Data retail vendors in North America, supporting over 160,000 workstations with an annual revenues

exceeding $200 million. Assisted Senior V . with a $25 million budget responsible for Data Center

.P

Operations, Systems, Network Admin., Q/A support, Metrics Analytics, Documentation and Responsible for

two concurrent Production Data Centers in mirrored 24X7X365, operations providing real time domestic and

international financial market data for retail brokerage firms and institution trading houses.

• Responsible for five Data Center migrations totally transparent to user community, on time and on

budget, without impact to service or delays to new production rollouts.

• Helped increase batch processing capacity 200% by implementing automation scheduling system

(CA Autosys) improving operational efficiencies while maintaining cost effective staffing levels.

• Resilient operational capabilities proven on September 11, 2001; ILX Systems maintained un

interrupted service for domestic and global communities. Fault tolerant capabilities were tested

again during the 2003 East Coast blackout where redundant live Data Centers maintained full

service availability.

ILX Systems Inc., Thomson, New York, New York 1989 – 1995

Manager Global Market Data Services

Functionally responsible for leading the Global Market Data Operations across three global regions,

providing consistent and efficient world class service and support to trading lines of business. Served as a

Site Operations Manager overseeing the implementation of new hardware into Data Centers nationally, as

well as decommission of legacy hardware.

• Responsible for working with Developer on implementing software onto headend systems, which

later became the original ILX workstation.

• Built an operation group to manage exchange feeds for processing of Market Data.

• Tested communication feeds for internal and external clients.

• Created operation day to day procedures for processing of batch jobs, startup of exchange lines,

backing up data and bouncing of applications.

Educational TRAINING: HSED/GED DG UNIX Certificate Fundamental UNIX at N.Y.U. ITIL

Foundation Six Sigma, Villanova University

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