Manager Management

KENNETH R. FORD

832-***-**** - ************@*****.***

Business-savvy technology expert with over 17 years' hands-on IT and senior-

level management experience focused on solutions development, training, and

consulting. Career-minded professional with passion for raising technical

and customer service standards. Results-oriented manager with solid history

of motivating and leading internal teams and customer groups from initial

requirements gathering through on-time, under-budget project completion.

Effective leader with proven ability to guide teams to quickly reach

desired business goals. Demonstrate broad-based strengths and

accomplishments in:

Data Center Management SOX Compliance Rapid Deployments

Organization Building Complex Network Design Staff Management &

Development

Contract - Budgeting Strategic Planning Telecommunications

PBX-VoIP

P & L Management Large Scale Deployments Application Security

Management

Process Improvement PCI-DSS Compliance IT Standards and

Policies

EDUCATION

Langston University

BS Computer Science

CERTIFICATIONS

Certified Novell Administrator 5x (CNA)

Cisco Certified Network Associate (CCNA)

ITIL - Information Technology Infrastructure Library

PROFESSIONAL EXPERIENCE

10/2011 - Present Xerox Corporation

Austin TX

IT & Operations Manager

Manage all IT operations for the Austin Area Credit Card back office

processing Line of Business. Provided leadership to turn around struggling

PCI compliancy with internal infrastructure networking and end point

devices for back office operations. Helping to lead the development of

unique security and monitoring features to prevent fraudulent transactions.

. Managed 300 local and remote desktop/laptops

. Led effort to identify the location of credit card numbers and other

sensitive data in more than 5 Terabytes of storage in workstations,

servers and databases. This information was used to catalog / retail

client to verify / assure compliance to multiple standards

. Performed full re-scoping of all PCI systems, reducing number of in-

scope assets to approximately 200 systems.

. Conduct ongoing analysis and correlation of security events and work

with support teams in remediation

. Perform incident response for all computer security incidents

affecting the enterprise and/or customers

Notable Accomplishments:

. Set up and managed the company's infrastructure for the second year of

the new business initiative

. Oversee the end user move and re-deployment of planned and executed

full technology refreshes

. Upgraded IT servers from Server 2000 to Server 2008 utilizing Vmware

and physical servers.

. Identified and implemented cost saving measures which were very

important to a new start up Line of Business

. Designed sustainable PCI Program moving forward with clear definitions

of all controls & control owners, published control & audit interval

calendar

. Created and refined processes for performing PCI DSS compliance

verification efficiently

12/2009 - 10/2011 Fort Bend County

Richmond TX

Technical Service Manager

Oversee and manage all IT operations for Fort Bend County, which consists

if 51 remote sites and 3 data centers. Reside on the county leadership

team to roadmap and formulate the strategic plan for the County

infrastructure. Manage a team of 25 functional and technical professionals

that deliver support to faculty across Fort Bend County systems. The

operational team consisted of technical support, helpdesk, desktop,

operations, LAN/WAN engineer and telecommunications. Maintained training

for employees, counseled, supervised and conducted performance appraisals

for team.

. Directed activities of supervised personnel, including project status,

personnel issues and priorities

. Formulate and develop company's infrastructure strategy for evaluating

and implementing appropriate technologies for the county and

integration with the counties subsidiaries.

. Lead strategic technological planning to achieve business goals by

prioritizing technology initiatives and coordinating the evaluation,

deployment, and management of current and future technologies

. Develop and communicate business/technology alignment plans with the

Executive Committee team, business leaders, IT staff, and other key

stakeholders

. Develop business case justifications and cost/benefit analyses for

technology spending and initiatives dedicated to reducing complexity

and reaching company's business objectives

Notable Accomplishments:

. Project Manager for Avaya PBX to Avaya VoIP

. Initiated ITIL policies and procedures for helpdesk and desktop

support

. Implemented SCCM & SCOM Microsoft tools

. Project Manager for implementing WAN from Ethernet to fiber connection

to 51 remote sites

. Oversee and administer all vendor management and disaster recovery

efforts.

. Migrated County from Novell to Microsoft platform

. Migrated County email system from GroupWise to Exchange

10/07 - 10/09 Greensheet

Houston TX

IT Director

Provide strategic and operational direction for planning, prioritization,

design, implementation and maintenance of all internal systems and

applications. Define and drive corporate technology based services strategy

for SOX compliancy. Define strategy / design, develop, integrate automated

solutions for customer support call routing/handling, processing,

escalation, and other necessary processes and functions. Hired, train,

retain, assess/evaluate all technology staff; instructs and participates in

IT education and training; responsible for growing the knowledge and

expertise of IT employees. Responsible for preparing RFPs, bid proposals,

contracts, scope of work reports, and other documentation for IT projects

and associated efforts.

. Lead the team providing technology solutions and customer support to

company's Sales Force employee base, the corporate home office, and

firm's subsidiary offices

. Manage help desk and hardware services provider for company's Sales

Force

. Lead the daily oversight of all IT administrative functions and

services as well as oversee building facilities

. Manage the procurement, invoice management, asset management, and

contract and license management for IT hardware and software assets

. Managed company's outsourced data center provider and monitor agreed

upon service level commitments in the areas of: server hosting,

network, and data storage services

. Manage the resolution of all problem incidents; escalate to executive

management as necessary; conduct post mortem analysis for incidents;

and document such activities through management systems

Notable Accomplishments:

. Manage all internal and outsourced projects within approved budgets

. Successfully deployed ecommerce presence to enable expansion

nationwide

. Led team in defining business process and selection of ERP solution

(MS CRM)

. Managed and converted Avaya PBX installation to Altigen VoIP

installation

. Developed and deployed intranet and eCommerce Internet sites

. Implemented MPLS network for DR and VoIP

. Maintained low cost of server capital by utilizing VMWare technology

. Built and moved NOC (Network Operations Center) to new floor post-

hurricane

09/04 - 10/07 United Way of Texas Gulf Coast

Houston TX

Information Technology Director

Overseeing all IT functions including data center management, LAN/WAN,

vendor relationships, technical support, application development and DR

planning. Responsible for developing initiative for ITIL best practices

governance within the organization and with outside vendors and service

providers. Responsible for Managing the 211 call center phone system and

network infrastructure for 24 x 7 uptime. Coordinated technology

strategic planning, seeking ways to leverage the integration of business

processes with applicable emerging technologies in order to improve and

streamline operations and services in the most efficient and cost-effective

manner.

. Developed issues management procedures. Facilitated production

meetings.

. Analyze gaps in business processes and formulate long term and short

term solutions for organization

. Implemented a management survey procedure to provide IT with critical

business information and goals leading to accurate, timely, and

successful IT strategies

. Define and drive corporate technology based services strategy for SOX

compliancy

. Oversee Network Engineering, Desktop Support, Telecommunications and

Production Website

. Set and manage service delivery to meet or exceed service level

agreement

. Design and implement VoIP implementation for call center and corporate

office

Notable Accomplishments:

. Consolidated and stabilized servers improving hardware uptime from 70%

to 99%

. Move Network Operations Center into new facility in 72 hours

. Implemented VoIP and Unity voice messaging to organization and remote

locations

. Uptime 99.99% covering 45 servers in NOC and 15 remotely

. Designed and implemented Internal Computing network infrastructure

including Gigabit Ethernet backbone, 100mbs desktop switching

. Integrated State of Texas 211 call center network into United Way's

network infrastructure with VoIP and data

. Increased UW revenue by providing technical support to agencies

increased by 100K

01/02 - 09/04 Talent Tree (Care Group Medical) Houston

TX

Senior Network Engineer

Responsible for digital medical imaging for corporation including short and

long term archiving, disaster recovery, redundancy, replication, off-site

storage, distribution, maintenance, upgrades, installation, training, and

trouble shooting. Responsible for implementation of all medical imaging

solutions. Managed team members in developing workflow standards that

support and adhere to HIPAA regulations. Responsible for the design,

implementation, and maintenance of LAN, WAN, and VPN Networks of clinical

information along with establishing disaster recovery and maintenance

procedures for critical system up-time

. Design and implement network configurations, network architecture

(including hardware and software technology, site locations, and

integration of technologies), and systems

. Identify areas of operation that need upgraded equipment such as

modems, fiber optic cables, and telephone wires

Notable Accomplishments:

. Responsible for integration of company new acquisition Network

. Negotiate service contract with circuit carriers

. Interface with various Telcos for circuit testing and turn up

. Responsible for designing, implementing and monitoring corporate Co-

Location environment

. Design and implement security policies using ACL, PIX firewall (515,

520)

. Provide intranet VPN solution using Cisco 2621 and IPSec Tunneling

. Upgrade Cisco Routers, Switches and Firewall (PIX) IOS using TFTP

. Configure Traffic Shaping to optimize utilization on ATM Backbone

. Help establish guidelines and standards for Change Procedures

09/00 - 01/02 Arthur Andersen Dallas TX

Senior System Engineer (Consultant)

Managed Energy Company Corporate call center for integrated sales force

automation, customer support, help desk, inventory control and financial

management into one cohesive system. Indirectly managed 5 personnel

(Managers, Programmers, Programmer Analysts, System Analysts, Team Leads

and Project Managers) accountable for the on-going maintenance, development

and implementation of projects for an outbound Call Center supporting $100

million in revenues.

. Build and maintain strong relationships on behalf of the client with

call center employees and management in order to create a positive

environment for client sales and marketing efforts within the call

centers

. Ensured staffing policies, procedures and processes are standardized

and are current to meet business need

Notable Accomplishments:

. Reduced software defects from 450/month to 35 by assigning developer

accountability, establishing firm rules for object oriented module

reuse and introducing advanced code generation tools

. Created and manage standard desktop images for employees based on job

function reducing the time required to install appropriate software on

a new PC by copying the appropriate image to a new computer's hard

drive instead of loading individual software applications

. Decreased the amount of trouble tickets by 40% using new quality and

development procedures

06/98 - 08/00 Medical Edge Health Group Inc.

Dallas TX

Information Technology Director

Responsible for and managed the IT budget and takes appropriate

corrective action to ensure a high standard of quality and efficiency in

the delivery of IT technical services. Served as IT technologist and

relationship manager between clinicians and nursing staff. Provided

leadership in the development and implementation of short and long term

divisional technology plans, associated departmental technology

implementation plans, and related policies and procedures. Prepared

RFPs, provided and build vs. buy cost analysis for various internal IT

projects. Managed projects to implement agreed upon enhancements or put

new resources in place, in collaboration with operations management, IT,

software developers, and consultants

. Program manager for medical center intranet & extranet web

development, database development and application development

consisting of one web developer, three project managers and one

database/application developer

. Direct compliance and accountability for HIPAA standards and law

ensuring compliance on all applications and systems

Notable Accomplishments:

. Implemented TCS timekeeping system used by 8 medical offices in

support of 200 employees eliminating payroll errors, improving labor

tracking and decision-making

. Managed core team of 11 for successful Y2K program converting 12

client applications in under 6 months

. Establish/recommend changes to policies which affect team structure

and functionality

. Developed security implementations on all networking firewalls and

software applications

11/94 - 06/98 Baker Support Services

Dallas TX

Manager of Information Technology

Manage IT operations and infrastructure budgets. Manage administration and

support of 30 servers across a multi-platform environment Analyzing the

needs of different business departments; advising departments on IT

projects including evaluation of feasibility, systems design, and

implementation plans relating to maintaining, developing new and/or

modifying company information systems. Directed all phases of multiple

projects including project development, scope planning and definition,

directed and managed projects execution, monitored and controlled all

project work across multiple projects

. IT Governance & Management. Implement and run effective governance of

IT investments of company logistics

. Knowledge of federal government contract regulations and responsible

for technical government contracts oversight

Notable Accomplishments:

. Created customized DOS menus that invoked scripts to increase

productivity and eliminate errors

. Enhanced client server applications to enhance smooth interaction with

dial-up connections

. Designed GroupWise system for external users as well as internal

employees

. Evaluation of new network technologies, management and analytical

tools

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