IT Manager Operations and Service Management

Rubal Sharma

**** ****** ***** *****, ***** Hills, CA 91709 213-***-**** ***********@*****.***

EXECUTIVE PROFILE

IT Manager of Operations and Service Management

CUSTOMER SUPPORT / INFRASTRUCTURE / OPERATIONS / APPLICATIONS DEVELOPMENT /

PROCESS RE-ENGINEERING / SERVICE DESK / BUSINESS CONTINUITY PLANNING / SECURITY /

INTERNET / CLOUD / DISASTER RECOVERY / TELECOMMUNICATIONS / MOBILE /

PROFESSIONAL STRENGTHS

Over 10 years of IT management experience in successfully leading IT Operations and service management teams

for dynamic, fast-growing companies. Very successful as a leader and project manager. Brought in as a key resource

to design and setup the entire infrastructure, helpdesk and customer support function for a fast growing S&P 500

company with a $20 Billion market cap. Very strong technical, hands-on skills developed over a 19 year career in IT

- excellent writing and communication skills with experience presenting ideas to senior management, departments,

strategic partners and users.

EDUCATION/LICENSES

BA, Business Administration - Management Systems/Information Systems, 1999

Minor in English

California State University, Fullerton

Microsoft Certified Systems Engineer (MCSE)

PROFESSIONAL EXPERIENCE

HCP, Inc.

Healthcare REIT - Corporate Headquarters, Irvine, CA. April 2007 to September 2014

Information Technology Manager – Operations

Reporting to the CIO, I am a hands-on manager leading a team of in-house and outsourced resources to provide IT

operations support and corporate IT services across five states. Brought in to plan and implement the Helpdesk

and customer support function for HCP, an S&P 500 company that focuses on properties serving the healthcare

industry. Responsibilities include infrastructure planning, managing the entire support process and leading a team

of over 8 IT specialists supporting hardware, mobile devices, IT operations, AD Management and ensuring SOX

compliance.

Managed backend operations including EMC Celerra NAS, SAN and Backup and De-duplication servers,

AVAYA Definity system with One-X messaging, Windows Server 2003 and 2008 infrastructure with Active

Directory and Exchange 2010, DNS, SQL, SharePoint, VMWare virtualization, Cisco and HP Blade centers,

100% Cisco routing and switching, SSL VPN, Cisco IronPort Internet filtering, Google Postini Anti-spam, FAX

server, Internet (Ethernet, PRI, MPLS), Website and Application support (IIS, Apache, PHP, MySQL), and

more

Guide growth and optimization of the Infrastructure, Helpdesk and Support process and to scale it to the

immediate needs of the company

Measure technology strategies and programs to industry best practices, return on investment, and corporate

value to maintain a realistic review of support functions

Identify suppliers, manage relationships, and review proposals and request for proposals

Planned and administered the DR/Co-location center in Las Vegas, NV with continuous data and email

replication

IT Security management – server and desktop updates, patches, anti-virus and anti-malware administration

utilizing Symantec Endpoint and Microsoft Forefront/Windows Intune

Hired as key resource to design and implement HCP’s helpdesk and customer support function including

TrackIT (Helpdesk ticketing system) implementation and customized reporting package development.

Hire, train, coach, and manage staff with a focus on career and skill development, including career path

mapping and evaluate performance with periodic reviews

Worked with senior management to define and create SLAs; proficient in ITIL and ITSM

Maintain complete IT inventory and manage IT standards and purchase according to budget guidelines

Review and evaluate software licensing compliance and support contracts; review and negotiate vendor

contracts including AT&T, Verizon, Dell, Xerox and Microsoft

Manage the entire backup solution including data de-duplication to backup site as well as local SAN and

offsite storage via Iron Mountain

Develop, apply, and monitor information technology systems policies and controls governing user and

network security and to ensure Sarbanes-Oxley (SOX) compliance

Serve as key contributor in the development of disaster planning procedures and ongoing testing.

Support budget development with capability and asset assessments, and administer $2 million capital,

project, salary, travel, and training budgets

Managed and supported hardware and software operations at one on-site and three remote Data Centers

providing 24/7 service

Communicate plans, status and issues on a regular basis to executive management. Plans and evaluates

the work of technical and other support staff. Audits and approves staff work reflected on invoices and

timecards

Participates in discussions between IT and the business units regarding current and anticipated service

requirements and alternative approaches

Manages system issues by coordinating appropriate resources to ensure timely resolution and work

closely with vendors to provide support for applicable systems

Equity Office Properties, Inc.

Los Angeles Regional Office, Los Angeles, CA March 2000 to April 2007

Sr. Regional IT Specialist

Position as the key support lead and supervisor for the company’s west coast offices with an emphasis on project

management for merger integration, asset acquisitions and dispositions, and hardware and software roll-outs.

Supervised 11 IT support personnel in Pacific region which included offices in Seattle, Portland, San

Francisco, Sacramento, Los Angeles, Orange County and San Diego

Supported 1000+ desktops and laptops including user account creation and deletion, e-mail setup, ongoing

troubleshooting as well as coordination of proactive end user training, technical assistance, preventative

hardware and software maintenance

Maintain and manage regional data centers including backup strategy, clustering, and off-site backup tape

storage and data synchronization at remote disaster recovery site

Extensive project management experience: managed the IT piece of multiple mergers requiring system and

data migration and integration, coordinated operating system upgrades including testing proprietary

software in new environments and phasing out if necessary and led multiple hardware and software

rollouts including Windows 2000 and Server 2000, Office 2000, Windows XP, Office 2003, Server 2003,

Exchange, SQL, SharePoint, SMS, Altiris, Riverbed, Palm Pilot and Blackberry

Lead a team of remote support specialist to provide technical support throughout the country.

Design and implement an after-hours support function and an on-call schedule

Train, mentor and manage staff including performance evaluations

SlamSite, Inc.

Corporate Headquarters, La Palma, CA December 1995 to September 1998

Customer Support Specialist and Systems Administrator

Hands-on technical support of PC hardware, software and LAN – provide technical support for internal and

external customers.

Provide exceptional technical support for PC hardware/software and LANs

Troubleshooting LAN and WAN Problems such as performance, connectivity, protocols and routing

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