Manager Management

Mark Vlasak

**** **** **** *****, ** ***** 408-***-**** *******@***.***

Objective

Manage a support team to achieve business objectives including customer satisfaction, service levels, resolution time, and project deadlines. Recommend technology initiatives and act as change champion to improve quality and services. Ensure direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Effectively represent the IT department on cross-organizational teams; establishing rapport and effective communication with people from diverse backgrounds. Deliver regular reports providing qualitative and quantitative descriptions of business performance. Develop and maintain support procedures and policies. Serve as a manager, mentor, knowledge resource, and escalation point. Build credibility and trust within the business through integrity, professionalism, and ethical decision making in difficult situations.

Experience

September 2012 - Current

Program Manager Cisco Systems, Inc. Santa Clara, CA

• Execute initiatives individually and/or lead cross-functional teams consisting of operations managers, program managers, project managers/leaders, etc. in the scoping, planning, execution and measurement of various operational tasks

• Work with key stakeholders to secure commitments for the necessary resources to complete the programs and conduct the required reviews.

• Develop and manage cross-functional program schedules; identify risks, manage scope and resource changes, and monitor progress against plan.

• Identify, escalate and drive resolution of issues that affect program schedule and feature commitments.

• Communicate program status to management and executives on a regular basis in both formal and informal environments.

• Ensure effective communication within the engineering team and between the project team and other engineering groups.

• Keep all associated team members, cross functional leaders, inter-related organizations and leadership informed and apprised of progress, challenges, risks, schedule impacts. Etc.

• Manage multiple concurrent programs and initiatives.

April 2005 - April 2012

IT Site Manager Dialogic, Inc San Jose, CA

• Infrastructure and team manager

• Project management

• Responsible for developing and maintaining IT vendor relationships and contracts

• Act as change champion within the organization to improve quality and services

• Maintenance and documentation on system administration standards, and best practices.

• Implement and maintain systems backup procedures, policies and practices to ensure that business SLAs are met for production systems and data

• Document, implement and maintain global disaster recovery procedures

• Accountable for projects towards business objectives; providing regular reports for management guidance

• Work collaboratively to assign objectives for team or for changes and updates in IT

• Act as subject matter expert as IT spokesman

• Strong communication skills, establishing a cross-functional rapport with people from diverse backgrounds

• Work on data center design and server consolidation/migration projects

• Expert in hybrid environments mixing tech such as Mac OS, Windows Server, and Solaris

• All projects worked under very tight time constraints in a high volume environment, requiring adaptability, flexibility and responsiveness.

March 2004 - September 2006

IT Systems and Accounts Manager Single Point of Contact Palo Alto, CA

• Manage teams of IT professionals on various accounts

• IT consulting and solutions provided for extremely wide array of clients, from manufacturing, graphics and design, to biotechnology.

• Provide an escalated point of contact for technicians and clients for IT support

• Work with numerous platform choices, such as Mac OS X, Windows Server, and Linux.

• All projects worked under very tight time constraints in a high volume environment.

• Delegate work and assignments appropriately

• Mentor and develop staff through regular 1:1 meetings, training, coaching and succession planning

• Responsible for performance management including performance reviews, merit planning, coaching and handling performance/discipline issues

• Provide feedback regarding performance through regular 1:1’s with direct reports

• Guide and lead the team through change

• Manage recruiting, employee relations and staff recognition and retention

January 2003 - March 2004

Technical Support Lead Technician Electronic Arts, Inc Redwood City, CA

• Manage team for all incoming calls for EA Sports PC titles and EA Sports Online games

• Managed direct reports, acting as mentor and subject matter expert

• Trained and coached team through regular evaluations, 1:1 sessions, and various team building activities

• Provide Tier 3 Technical Support

• Work with Management team for complete CRM process

April 1998 - January 2003

Systems Manager The Ohio State University Columbus, OH

• Recommend and implement technology initiatives to improve quality and services

• Provide an escalated point of contact for IT support

• Maintenance and documentation on system administration standards, best practices and maintenance

• Collaborated and coordinated with other units for a cohesive workflow and activities within the University

• Developing and maintaining IT vendor relationships

• Performance management including performance reviews, merit planning, and coaching

• Worked with large University budgets and yearly grants

• Implemented new IT training programs and production efficiencies

• Developed online Digital Library

Tech Experience:

Data Center/Lab planning, design and operations

Managing virtual environments; i.e. VMWare products Server consolidation/migration projects both physical and virtual

NAS/SAN solutions, such as NetApp, SunStor, and EMC filers

Redundancy and backup strategy for the enterprise

IT Security skills using Checkpoint, Juniper, & Cisco technologies

Networking with Extreme Layer 2/3 switches and Cisco switches/routers

PBX and phone system management

Windows Server environment; Active Directory, IIS, WINS, DNS, DHCP, DFS, FRS, Group Policy

Facilities and physical services supporting IT environments such as power, backup power and HVAC planning.

Education

Franklin University - BS, Computer Science, 1999 - 2002

Morton College - AS, Computer Science, 1993 - 1996

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