Customer Service Management

EXECUTIVE PROFILE

Innovative executive IT professional experienced in multi-unit,

manufacturing and business operations. Visionary with solid experience

managing all levels of multiple projects. High-energy, results-oriented

leader with an entrepreneurial attitude.

SKILL HIGHLIGHTS

Budget Management

Team Building and Leadership

Strategic Planning

Large Scale Project Management

Change Implementation

IT Infrastructure/Operations Management

IT Infrastructure Construction Management

Multi-unit Operation Management

Diverse Industry Knowledge

Vision for Current and Emerging Technology

PROFESSIONAL

Award Solutions 2014

Richardson, TX

Data Center Expert - Contract

Supplied subject matter expertise for data center technologies training

including virtualization, software defined networks, converged

infrastructure and unified communications

Sanmina Corporation 1994 - 2014

Dallas, TX

IT Director - Western Region USA 2007 - 2014

Mergers and Acquisitions - Adoption and integration of Clients and Systems

for acquisitions involving the integration of new clients in the Region

New client direct integration

E-mail integration or conversion

Identity Management

Network infrastructure

Data center infrastructure and server integration and virtualization

Software license transfer or replacement

Application integration

Direct new facility implementations including network infrastructure

(Cisco, HP, Juniper), data center construction (Power, HVAC, Cabinet and

Rack Configuration, SAN Infrastructure, Network Infrastructure), hardware

moves, data moves, new server implementation (Blade Server and discrete

hardware) and virtual server environment (Vmware vCenter Operations

Management Suite)

Manage work flow, prioritize projects, direct and supervise regional IT

management staff for 20 business units - Improved SLA from 80% to 95% over

6 months. Setup proactive customer service program to reduce volume of

service requests from thousands per quarter to hundreds per year for the

Western Region.

Change Control Board - Manage Regional change approval process including

evaluating time lines, risk, and fallback plans for all hardware,

infrastructure, and software changes in the region

Regional Capex and Opex management - reviewed and approved all IT purchases

for the region

Organized weekly global IT Directors meeting for collaboration on

enterprise initiatives

Directed IT audits for SOX and ITIL compliance for all regional plants

Managed multimillion dollar annual budget

Campus IT Manager - Dallas 2002 - 2007

Mergers and Acquisitions - Adoption and integration of Clients and Systems

for acquisitions involving the network and data infrastructure and

integration of new clients in the campus

New facility Implementation and facility moves - network infrastructure,

data center construction, hardware and data moves, new server

implementation

Managed work flow, prioritized projects, supervision and team building for

Dallas campus IT staff for seven facilities

Managed campus IT audits for SOX compliance for campus facilities

Managed, reviewed, and approved Disaster Recovery (DR) Procedure Documents

and Intranet postings quarterly and developed DR strategy for the campus

Implemented active directory across all plants in the Dallas Campus

Oracle conversions - 10 to 11.03 to 11i

E-mail conversions - Novell GroupWise to Microsoft Exchange to Google Mail

Network Infrastructure - Nortel, Cisco, Wireless Infrastructure, VLANs, IP,

cabling

IT Technical Support Specialist 1994 - 2002

Quality Supervisor

Engineering and IT Supervisor

Process Engineer

EDUCATION

Bachelor of Science: Oklahoma State University

Electronic Engineering Technology - 1986 Stillwater, OK

Courses toward Microsoft MCSE 2012 R2

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