Management - Change Management - Project Management - Team building
Resume:
CARLOS G. CEBALLOS
Phone Number: 312-***-****
Berwyn, Illinois 60402
**********@*****.***
Service, Operations, & Infrastructure Excellence with Customer-Centric, Quality-Focused Approach
High-Performance Team Building - Consistent SLA Performance - Responsiveness
Dynamic professional with progressive experience in leadership, developing strategies’ and collaborating with teams to advance key initiatives for clients. Managed improvements to team morale, performance, and customer satisfaction. Successful leader and mentor providing excellent direction in problem determination, permanent resolution, and change control with excellent written and verbal communication skills.
“Very customer-focused and process centric. Understands the importance of accurate documentation and continual process improvements to improve upon efficiencies. … Mr. Carlos Ceballos is an individual of high integrity. He also has the rare mix of technical expertise in a wide variety of technologies and the ability to manage technical resources.” – Kevin Johnson-Director of Platform Services at FIS
“I can recommend Carlos without any reservation. I worked with him on a daily basis delving into incidents of a very technical nature. He was always able to ensure the problems encountered were being handled quickly and efficiently. He was always the "goto" guy when we needed assistance with servers and operating systems within FIS.” – Chris Whitson – Manager at Accenture (FIS Client)
TECHNOLOGY LEADERSHIP COMPETENCIES
Strategic Leadership Infrastructure Improvement Change Management Metrics Offshoring
Capacity Planning Vendor & Project Management
SELECTED PERFORMANCE MILESTONES & RESULTS:
-Achieved continuous 90% performance to SLA standards that facilitated supported client contract extensions of 3-5 years.
-Less than 2% staff turnover during tenor with FIS resulting in staff growing with client and increased client satisfaction.
-Supported 1,500+ customer Wintel devices, with specific direction for incident/problem/change management of multiple clients.
-80% drop in incidents, preventing recurrence by focusing on root cause analysis and splitting efforts into short/long-term problem management.
PROFESSIONAL HISTORY
FIS (Fidelity Information Services), Chicago, Illinois 2010 – 2015
IT SERVICES MANAGER:
• Over 20 years of work experience providing technology support services to multiple clients.
• 4+ years’ experience managing a team of 20 technicians in support of Wintel Win2K3/Win2008/Win2012 servers and ESX 5.4/5.5.
•Kept team members focused and involved and engaged in daily activities while technicians being managed worked from remote locations. Regions consisted of India offshore, and four U.S. cities.
• Project management and quality assurance experience.
• Ability to multitask when assigned numerous heterogeneous projects.
• Team leader with the ability and desire to develop/mentor team members.
• Energetic individual with solid communication and managerial skills.
• In charge of managing Wintel environments of three different clients which had datacenters located in three different company data centers (Chicago, IL.\Little Rock, AR.\Jacksonville, FL.).
• Responsible for the completion of internal and customer-driven projects.
• Technical liaison for application teams and escalation point for implementation and support team on technical issues. Managed the researching and resolving of problem tickets reported by customer, internal teams, and monitoring tools.
• Main resource for all internal and client facing meetings for team since a comfort level was set after previous engagements and a trust was built up with clients.
• Retained and improved technical talent despite lack of training budget\merit rewards with extensive internal training and coaching.
Cost & Efficiency Improvement
-Slashed costs with offshore resource utilization.
(Leveraged unused offshore resources to help support current support structure to ensure client SLA’s and satisfaction continued to be met.)
-Maintained high moral within team during companies multiple transitions without affecting teams SLA’s.
– Shifted schedules, set up internal team training sessions, delegated ownership of projects to team members, awarded team members who showed continued focus and customer satisfaction.
FIS (Fidelity Information Services), Chicago, Illinois 2007 – 2010
IT SERVICES SUPERVISOR:
• Supervisor for three company data centers (Chicago, IL.\Little Rock, AR\Jacksonville, FL)
• Took over Supervisor role leading a team of 20 engineers responsible for the daily operations of the companies’ Window’s server environment.
• Responsible for ensuring our daily service level agreements (SLA) are met in regards to production changes, requests, and incidents.
• Responsible for the completion of internal and customer-driven projects.
• Technical liaison for application teams and escalation point for implementation and support team on technical issues.
• Supervise the researching and resolving of problem tickets reported by customers.
• Main resource for all internal and client facing meetings.
FIS (Fidelity Information Services), Chicago, Illinois 2004 – 2007
WINTEL SYSTEMS ADMINISTRATOR:
• Responsible for supporting all customer and internal environments at Fidelity’s Chicago Technology Center.
• Position in a high performance environment requiring dedication to delivering high quality service in response to customer needs.
• Participated and led internal and customer-driven projects
• Participation in ongoing maintenance activities including weekend maintenance windows.
• Researching and resolving incident tickets reported by customers.
• Continually documenting environment processes and procedures.
• Determining permanent solutions to remediate recurring problems or automate recurring tasks.
• Troubleshooting problems related to hardware, operating system, middleware, and application layers.
Projects and Achievements:
• First year; took the initiative to become the backup to supervisor in the daily responsibilities
• After 6 months of shadowing; was promoted to Supervisor position during a period of attrition.
• Standardized the teams schedules and combined them into one making it easier for management and others teams to know what team members were working on, had vacation time, and what days of the week a team member would be working, all in one schedule\calendar.
• Assigned to be part of a backup media swat team that was formed to improve and fix issues experienced in the backup environment. This team went on to fix the backup issues and bring the backup success rate to a constant 99%.
Nalco Company, Naperville Illinois 1-2004 \ 4-2004
Production Operations Support Administrator
Accenture, Chicago Illinois 10-2000 \ 11-2003
Production Integration Operations / Infrastructure Engineer
EDUCATION
ST. FRANCIS DESALES HIGH SCHOOL (1985)
Chicago, IL.
UNIVERSITY OF ILLINOIS AT CHICAGO (1987)
(2 years)
Chicago, IL.
Vendor Training:
-HP-VMWare Infrastructure 3
-Windows 2012 Operating System Administration
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