Manager Service
Resume:
John P. Walls 480-***-****
Buckeye, AZ 85326 ****************@*****.***
CAREER SUMMARY:
Highly skilled Information Technology management professional with extensive experience in client service delivery, client and team leadership, development and relationship building, strong project management and business acumen talents.
System Integrations, Technical Support, Hardware and Infrastructure Deployments
Exceptional interpersonal executive client relationship building and people care
Multi-Discipline IT Infrastructure experience (UNIX, WINDOWS, NETWORK, ORACLE DBA, VOIP, NAS/SAN, VMware/ESXi, ABE, ITSM, ITIL and Agile/Scrum/PMP methodologies) Professional Experience:
Hewlett Packard (HP) (Phoenix, AZ) 1987 – Present
Production Environment Manager – Nike Account (2014 – 2015) Provide critical incident resolution support for widespread environment stability and availability, processing
~$30 Billion in annual revenues across ~3,000 Red Hat Linux VM’s attached to NetApp Filers
Run outage bridge calls and engage-coordinate with multi-capability support teams to effect quick and efficient resolution to issues
Interface with client executive and technical staff for issue resolution management, capacity management and business organization support
Conduct Root Cause Analysis (RCA) for all hardware/software/network related outages
Ensure support and change processes are adhered to and SLA requirements are consistently achieved Technical Implementation Delivery Manager – Bank of America Account – (2005 – 2014) Technical Systems Implementation Group Manager – Contact Call Center / VOIP Programming Staff
Managed and provided people care for a staff of 30 employees across the U.S. Also coordinated 70 leveraged resources across Costa Rica, India and Spain – Avaya, Cisco, Nortel and PBX supported
Ensured new business opportunities were explored and coordinated with client governance members for new service offerings and revenue streams. Instrumental in numerous revenue generating service additions being implemented on the account while providing business direction across all of production delivery
Oversight of all complex call center MAC (Move, Add, Change) tickets submitted by client business were completed in a timely, efficient and effective manner. Managed personnel and MSV (Managed Service Vendors) to complete work exceeding contractual SLA (Service Level Agreement) timeframes
Architected and won additional business revenue deal with client worth over $250K even though account was in run off during last few months of service delivery Manager - Infrastructure Analyst – Flip Chip / Dial / NMCI Accounts (1997 – 2005) Systems Administrator for UNIX, Network LAN/WAN, Servers and Oracle databases
Managed HP, government contractor and vendor service delivery for entire Marine Corps Air Station in Yuma, AZ. Ensured their processes and final deliverables met requirements across all contractual aspects of base implementations, migrations and upgrades Manager and Chief Architect over systems and application enhancement development
Implemented dozens of specialized functionality modules - - saved customer hundreds of thousands of dollars while increasing revenues by 20%
Dial Corporation Webserver Administrator and Content Manager 2
Successfully led migration project to new hardware/software in another location for all Dial brand products and associated business units
First level application/technical support for FAB Operations, Management, and Users
Continually sought after by peers, supervisors and executive staff for expert resolution to complex technical issues
IT Liaison between HP engineers and customer business units
Acknowledged for exceptional client relation skills dealing with line level users to executive management Systems Engineer II – Phoenix SE Center (1994 – 1997) Critical UNIX systems consultant to Continental airlines
Identified cause of UNIX and Oracle systems failures during volume testing for reservation systems implementation project - - resolved multi-million dollar work stoppage in record time that others had not resolved in previous 5 weeks
Implementation Leader for IT infrastructure installations
Nationwide TDY across 12 states consulting 15 installation team personnel - - vital in delivery of successful
$10 million dollar IT resources deployment
Key UNIX systems consultant to major industry luxury Cruise Company
East Coast TDY for cruise line reservation system implementation with ticket prices of $5,000 to $25,000 -
- critical support ensured on-time deployment
Complete IT systems and network Infrastructure installations and configurations
Architected the design and build-out of new 120-seat SE Center Systems Engineer – Hospitality Franchise Systems Account (1987 – 1994) System Administrator for Howard Johnson Hotel National Reservation System
Technical Architect for Howard Johnson Systems relocation across Phoenix, AZ - - commended by HP and customer management for perfect execution and completion ahead of schedule IT systems/network installations and integrations for International customers
International TDY to England and Germany - - new multi-million dollar reservation systems coupled before/after normal business hours for maximum customer uptime – client extremely satisfied Sole ground-up installation of multi-brand reservation center in Winner, SD
Designed and installed all data network cabling/systems in two weeks while coordinating with electrical and phone system contractors - - huge grand opening success of 120-seat reservation center deployed ahead of schedule
Technical on-call support for overseas satellite reservation call centers
Praised by customer for effective management of international time, language and cultural differences resulting in customer revenues of over $3 Million yearly Wide Area Network (WAN) and Local Area Network (LAN) and UNIX System Administrator
Provided support for multi-national/international campuses exceeded dynamic business growth requirements ensuring enterprise-wide connectivity capacity with backup Disaster Recovery Planning Continuing Education:
UNIX System Administration
Stratus System Administration
Introduction to Microsoft Visual Basic 6
A+ Certification Course
CISCO Router Configuration
Oracle Database Administration
Oracle Performance Tuning Backup Recovery
Certified Netware Administrator (CNA)
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