Technical Support Management
Resume:
Jack V. Dickinson
Long Beach, CA 90815
***********@*****.***
SUMMARY
A highly qualified, results-driven information technology executive with extensive experience in development and management of national corporate computer networks, and large-SAN environments, large-scale project management, and customer service. Expertise includes:
IT Operations Project Management Application development
Technical Support Vendor Management Help Desk
Desktop/Field Support Storage Media Mgt Mainframes
Disaster Recovery Network Operations Computer Security
Possesses a proven ability to identify and implement process improvements, drive considerable cost reductions and quality/data integrity/bandwidth enhancements, and develop business cases for additional resources to support dramatic growth. A change catalyst that builds consensus for department initiatives and integrates company goals and system plans into a cohesive vision. Combines expert communication, leadership, and strategic planning skills to consistently exceed expectations.
EXPERIENCE
Data Center Manager, April 2006 - present
Los Angeles County, Office of Education (LACOE)
Network Support, Data Control, MVS Analysts, Computer Operations, Technology Services
Providing Payroll and Accounts payable to over 110 Los Angeles school districts. Processing. Responsible for providing Operations interface and technical support to application developers, and end customers. Output media management, process scheduling, project management, Service Level agreements (developing, measuring, monitoring, and reporting). Equipment upgrades and Data Center environmentals. Network Engineers providing ISP services to over 85 Los Angeles County School Districts as well as 85 LACOE supported school facilities.
Manager, End User Systems Support (contracting through NOVANIS)
State of Illinois October 2005 - April 2006
Office of Information and Technical Support
Department of Children and Family Services
Responsible for Desk side and laptop support to over 4500 end users and Federally supported Child adoption and family counseling services and ten remote system server sites. Through local and remote teams providing hardware and software support, installs and maintenance to end users. Reorganize and ensure adequate procedure and process flow documentation is established for all department functions. Organize and establish software inventory control and license/maintenance support is in place. Responsible for all DCFS IT procurements – hardware, software and support related products. Responsible for Tier 2 Help Desk. Resolving non supported issues and problems not processed by Tier 1.
Responsible for all IT related IMACs - install, moves, adds, changes.
AVP, Computer Services, May 2003 – May 2005
Horace Mann Insurance Services Company, Springfield, Illinois
Leading a staff of more than 75 with responsibility for the national 24x7 computer operations center that consisted of multiple departments: help desk (responding to technical issues); PC support services, which provided new PCs for field agents and home office as well as repair services and software installs/updates; change control; mainframe / midrange and network operations and systems support; data control / job scheduling; Telcom for both local and national communications and two project managers who managed major infrastructure projects. Led capacity planning to ensure adequate resources were available and accurately forecast for future needs.
Managed successful remote disaster recovery test.
Implemented major organizational changes to operations 24x7 structure.
oReduced cost through the elimination of management positions.
oImproved service by redefining and documenting departmental processes.
oEstablished fresh, customer based SLAs with effective metrics.
oCreated and refined daily operations status report to provide visibility of production status to management
oand customers.
Implemented significant improvements to shorten nightly batch cycle, recovering two to three hours of cycle time and allowing online systems to be brought up sooner.
oConsolidation of telecom vendors (from 25+ to fewer than five) and centralization of invoices produced annual savings over $2,000,000.
oFocused review of Telecom invoices produced reimbursement of more than $700,000 of over billing from single vendor.
Through more effective review and monitoring of software invoices, produced savings of over $130,000 during system software upgrade.
Implemented major change control processes to provide higher quality IT services, resulting in better under-standing of what changes were being made and could be backed out if causing problems.
Director, Computer Services, 1999 - 2002
SunAmerica (AIG), Woodland Hills, California
Managed computer operations providing 24x7 IT support for over 12,000 national broker/dealers. Functional oversight included mainframe/midrange systems, network operations, Helpdesk, and system engineers; change control; and operations support. The primary functions were ensuring/maintaining Internet connectivity; monitoring SAP processing and backups; ensuring the nightly batch cycle completed in a timely manner; and ensuring availability of online systems.
Improved service and eliminated prod amends by over 50% by implemented major change control processes.
Improved batch cycle run time reducing batch cycle processing by over two hours and improving customer access to online systems by one to two hours.
Improved security and control of data center access. Eliminated non-essential access to production area and equipment.
Drove plan to successfully combine distributed and mainframe systems remote disaster recovery.
Senior Y2K Project Manager, 1998 - 1999
PKSIS, Omaha, Nebraska
Responsible for upgrading and ensuring five major national and international accounts were fully Y2K compliant (operating systems). Through a staff of seven engineers, ensured tasks were properly defined and dates were met to prevent government related fines. This included the following primary software products: OS/390, JES2, CICS, IMS, and DFHSM in addition to numerous subsystems and supporting products.
Saved customer over $500,000 in government penalties through timely implementation of Y2K requirements and audit reviews.
All accounts system products fully upgraded, installed, tested and verified for fully satisfactory completeness.
Received first customer award for service excellence.
CERTIFICATION
A+ Core Hardware Fundamentals
A+ Certification PC Operating System Fundamentals
American Management Association, Certificate of Business Management
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