Infrastructure Services Diector
Resume:
William J. Croteau III
** ******* **** ( Amesbury, MA 01913 ( 978-***-**** (
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Senior Level Information Technology Executive
Innovative, Senior-Level Information Technology Leader with over 20 years
experience and broad knowledge in all IT Disciplines including Strategic
Planning, Project Management, Infrastructure Management, Applications
Development, Architecture, Security and Business Continuity. Seasoned in
team leadership, outsourcing, and vendor management, creating a culture of
performance. Passionate achiever who focuses on business-driven solutions
leveraging technology for record-setting corporate success.
Competencies
Strategic Planning & Roadmap Customer Service Focused
Development
Enterprise Project Management Commitment to Corporate Values & Ethics
Infrastructure Management Budget Management & Cost Containment
Infrastructure Deployments & Upgrades Strong Interpersonal & Communication
Skills
System Transitions & Consolidations Team Building, Leadership & Mentoring
Resource Planning & Prioritization Cloud Transitions
Contingency Planning Six Sigma
Solutions Architecture & Design Privacy & Security
Selected Highlights
Project Management: Led several high-profile, multi-generation, multi-
million dollar projects including relocation of Corporate Headquarters
(facing substantial financial penalties if date was missed) requiring
coordination of all technical aspects including data center design,
infrastructure build-out, emergency power and cooling systems
design/test, structured cabling design, contingency planning to offset
labor strikes, data center move and detailed migration planning.
New Technology Evaluation: Skilled in investigating, recommending and
implementing new technologies including MPLS Network, Content Addressable
Storage, SAN, VoIP, Server Virtualization, Virtual Desktops, and multiple
security products & services.
Coaching & Teambuilding: World-class leadership abilities focused on
empowering team members through skills-gap analysis and personal
development planning, setting and managing priorities, and addressing
"soft" (e.g. communications) issues to optimize performance levels.
Cost Reduction & Vendor Management: Highly effective at managing budgets
utilizing outsourcing and vendor management to improve services while
reducing spending. Renegotiated storage contract doubling capacity,
introducing new technology (Solid State Disk), and increasing performance
while realizing $200K savings, and 10% reduction in monthly lease;
achieved overall operating expense reduction of more than $850K.
Collaborated with third-party vendor to manage Network Operations and
provide 24/7 coverage; leveraged SaaS offerings for Email, Anti-virus and
Information Security, improving availability while reducing overall
costs.
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Professional Experience
Electric Insurance Company, Beverly, MA 1989 - Present
"Excellent" ranked national writer of insurance products including auto,
homeowners, renters, condo & umbrella.
Director, Infrastructure Services (2004 - Present)
. Responsible for the development, maintenance and execution of 5 Year
Infrastructure Strategic Plan
. Directed the evaluation and implementation of an enterprise monitoring
solution ensuring infrastructure availability and applications service
levels
. Manage an Annual Equipment Budget of $5MM and Communications Budget of
$1MM
. Developed and implemented organizational metrics and standards to ensure
continuous improvement
. Matured infrastructure and service desk functions by implementing
processes and industry best practices (i.e. ITIL)
. Direct Solution Architecture and Design Activities including
infrastructure requirements analysis, compute, network and storage
design, capacity planning, disaster recovery and compliance.
. Saved $300K in hardware/software expenses via re-engineering of storage
infrastructure, CAS, SAN, mainframe and back-up systems while improving
application performance and increasing capacity
. Upgraded network core infrastructure, increasing network bandwidth to
10Gb and implementing advanced technologies like network virtualization
and software defined networks
. Modernized End User Desktop through application rationalization and
migrating to Windows 7
. Reduced paper use 50% through implementing Green IT functions including
digitized conference rooms and elimination of mainframe report print
. Saved $120K in power & cooling costs by 40% server reduction while
upgrading performance
. Attained 20% expense reduction by replacing desktops with desktop/laptop
& thin client mix
. Merged 3 phone systems into cutting edge PBX environment, connecting
sites via WAN, simplifying and streamlining workflow
. Advanced Voice Mail system to modular messaging, enabling internet and
email integration
. Resolved access issues by developing "Remote Office" solution for
personnel to access email and vital applications via SSL VPN
. Collaborated with 3rd party vendor to manage Network Operations allowing
24/7 coverage while achieving cost savings; ascertain most current
patches on all IT resources
. Responsible for Disaster Recovery / Business Continuity program ensuring
all critical business processes were recoverable within Recovery Point /
Recovery Time Objectives
. Worked closely with Information Security Lead to improve security posture
through implementation of Intrusion Detection System, event monitoring
and correlation system, vulnerability scanning and remediation process,
and a data loss prevention program
. Created ticketing system for incidents, problems, requests, SLAs, real-
time metrics, client satisfaction surveys and self-help knowledge-base;
transformed Help Desk into full function Service Desk
. Designed and implemented CMDB and automated asset management system
enabling more accurate hardware/software inventory assessment and
allowing IT personnel to track changes/incidents by CI
. Spearheaded auditable, ITIL-based change management and problem
management processes company-wide; ensured all customer-facing IT
personnel and management were ITIL-Foundation certified
Manager, Technology Infrastructure (1999 - 2004)
Managed cross functional team of 12 engineers and administrators in IT
Security, Systems Administration, Database Administration, Network
Engineering, Network Operations and Tech Support. Oversaw proactive
capacity planning for enterprise-wide telecommunications, networking,
storage, and computing resources. Administered tech support, testing and
data analysis for disaster recovery, security, client-server applications,
general compliance, e-commerce, CRM and business intelligence. Ensured
implementation of Six Sigma methodology throughout IT resources and
projects.
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- Manager, Technology Infrastructure Experience Continued -
. Spearheaded corporate relocation effort including design of data center,
telecommunications, emergency power/cooling systems; structured cabling,
resource testing, equipment and user migration
. Ensured complete system functionality and zero down-time during company
relocation, completing move under budget and on schedule via expert
contingency planning
. Administered ordering and build-out of telecommunications infrastructure
including built-in redundancy and scalability
. Utilized Avaya PBX, IEX Total View, NICE Call Recording, iNova message
boards, Octel VM, Intervoice IVR System and CTI applications in support
of an 800 number call center
. Upgraded Avaya Interaction Center suite to use of Cisco Contact Center to
better integrate telephony functions
. Brought in screen pop capabilities and outbound dialing
. Initiated the EIC Information Security Program, independently and
successfully validated in a Price Waterhouse Coopers Audit
. Managed corporate Disaster Recovery / Business Continuity program and
annual testing including all mainframe applications, telecommunications,
and critical client-server applications
. Upgraded system availability/performance from 4.2 sigma to 4.5 sigma <
12 months
. Rocketed mainframe capacity 200% while saving $100K/year via utilizing
cutting edge IT resources.
. Saved $48K in costs annually by replacing network printers with multi-
function devices
. Lowered equipment budget $.9M and telecommunications budget $.5M during
tenure
. Attained 400% performance improvement while saving $125K/year in expert
re-engineering of EIC WAN
EARLY CAREER Experience:
Prior roles with Electric Insurance Company as Manager Systems
Architecture, Commercial/Personal Lines Systems (1995-1998); Program
Manager, Information Technology (1991-1995); Senior Programmer Analyst
(1989-1991). Also served as Programmer and Senior Information Systems
Analyst, Textron Defense Systems. Project Lead, GE Consulting Services.
Manager, E-Commerce, Putnam Investments.
Education & Professional Development
Master of Science - Computer Information Systems, Boston University,
Boston, MA
Bachelor of Science - Computer Information Systems, Bentley College,
Waltham, MA
Project Management Methodology, GE Consulting Services ( Information
Systems Leadership Program, GE
Six Sigma Process and Methods, Electric Insurance ( Project Management
the GE Way, Electric Insurance
LEAN, Electric Insurance ( ITIL Foundation Certification, Inteq
Technical Skills
Software/Languages
Visual C++, MFC, COM/DCOM, Java, Perl, Visual Basic, COBOL, Microsoft
Office Suite, Microsoft Project Microsoft SQL Server, CA-Datacom,
TSO/ISPF, z/OS, Unix, Novell, Windows XP/2000/2003/2008 Server VWMare
Hardware/Networking
IBM Compatible PCs, Intel Servers, IBM Mainframes, Cisco Routers, Switches
and Firewalls, Avaya PBX, FileNet Document Imaging, EMC Storage, Network
Appliance Storage, MPLS, VPN
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