Manager Management

MIKE OUWERKERK

****.*********@*******.*** LinkedIn: www.linkedin.com/in/mouwerkerk 602-***-****

SUMMARY

Accomplished and versatile IT leader with demonstrated success implementing and managing IT infrastructure solutions and services in support of business objectives. Strong history of improving IT Operations efficiency, quality, and cost effectiveness. A skilled leader and manager of technical teams who is well versed in project management methodologies, strategic development, risk analysis and management, and budget and vendor management across Network, Systems and Telecomm platforms. Analytical, articulate, and driven to deliver solutions that work.

CORE COMPETENCIES

Strategic Planning

Regulatory (SOX, PCI, HIPPA, etc.)

Risk Management

Staff Development

ITIL v3 and COBIT v5 certified

Cloud Services (IaaS)

Budget Planning & Management

Agile Project Management

Vendor/Contract Management

PROFESSIONAL EXPERIENCE

MATRIX MEDICAL NETWORK - Scottsdale, AZ

Director, Infrastructure (Oct 2015 – Dec 2015)

Manage the performance and delivery of all Level 1 & 2 support services to clients (both internal and external) to ensure that SLA's are achieved. Provide front line support for more than 2200 employees and contractors, including more than 1100 permanent remote Nurse Practitioners in support of medical practice operations. Key Responsibilities included:

Oversee management and resolution of the all service requests, incidents and problems. Manage and coordinate urgent and complicated support issues between service desk, development and infrastructure teams. Manage all mobile assets through MDM control platform and manage all Service Desk call center operations through hosted VoIP call center platform. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and coordination within the organization. Level 1 & 2 teams met stated SLA’s within 30 days of my start date

Develop and deliver reporting on KPI’s and incident trends to IT Management and other team leads in weekly, monthly and Ad Hoc requested reports and meetings. Manage incident root cause analysis and develop strategies for improving support processes

UNIVERSAL TECHNICAL INSTITUTE - Scottsdale, AZ

Senior Manager, Enterprise Infrastructure Services (Aug 2012 – Aug 2015)

Manager, Systems Services (March – Aug, 2012)

Manage and coordinate the daily duties of all System, Network and Telecomm staff members to ensure operational alignment with UTI objectives. Manage infrastructure teams in support of more than 2,200 UTI employees engaging over 15,000 students at 13 campuses and UTI’s co-lo Data Center operation. Formulate IT infrastructure strategy to deliver required platform availability and capacity to ensure operational SLA’s are met. Develop and manage an annual Infrastructure operations budget of ~$5 million annually (of $18M total). Significant project successes include the following:

Championed and led technical teams in the development and implementation of enterprise platform standards for Systems, Network and Telecom hardware and platform build procedures. This included the development and maintenance of standardized templates for multiple OS builds, VMWare builds, and network distribution and routing platform builds, as well as the creation of server and network hardening guides and operational run books. Follow on deliverables included HA platform recovery practices and annual disaster recovery testing activities. These improvements resulted in a 15% improvement in measured Systems uptime, an increase in HA coverage of Network PROD platforms from less than 50% to 90%, and the achievement of Systems and Network KPI goals set by IT Management within 15 months of that goal statement

Assumed ownership of a twice failed project to upgrade UTI’s enterprise Citrix XenApp platform to a current and supported version. Championed an effort to change the project technical design to improve user experience, lower the project cost, and reduce the number and complexity of the servers required to support ~1000 concurrent users. Suggested changes eliminated 14 servers from the design and saved $127k against existing CAPEX budget. Revised project plan was executed and delivered on time

Initiated and coordinated the successful implementation of Exchange 2013 in a fully HA configuration, including the migration of all Exchange user data to the new platform. Project deliverables included the implementation of Microsoft’s e-Discovery suite for Lit Hold and document production capabilities, as well as the development, coordination and full implementation of new automated Email Retention standards across the enterprise

Managed an enterprise wireless replacement project that delivered a CAPEX savings of $420k and an annual OPEX saving of $62k against budget while providing greatly enhanced wireless coverage, in a highly available and secure platform design, for all UTI staff, students and guests.

Coordinated and executed an enterprise-wide phone system upgrade to all campus platforms in a single weekend. Coordinated remote support efforts with in-house and 3rd party support teams to ensure every campus was concurrently upgraded and all project deliverables were implemented and operational.

Re-negotiated and consolidated all data and voice services in December 2013, resulting in an annual savings of $340k during the life of the new agreements. Worked with Telecomm engineer to plan and deliver PBX feature replacement capabilities that allowed UTI to discontinue use of a 3rd party call recording and sales training platform that was EOL and presented Server 2003 security risks. Successful completion of this project resulted in a CAPEX cost avoidance of $378k and an OPEX annual savings of $72k going forward

VIAD CORP., Phoenix, AZ

Director, Information Technology Services (Oct 2002 – June 2010)

Manager, Information Technology Services (June 1998 – Oct 2002)

Plan and direct all daily information technology and telecommunications operations, including managing all support and service delivery issues, in support of corporate operations. Develop and manage an annual corporate IT operations budget of $1.8 million and provide oversight on subsidiary IT annual budgets of $14 million. Manage enterprise-wide IT and Telecomm vendor relations, contract negotiations, and strategic planning. Mentor and develop technical staff, continuously guiding staff to provide exceptional customer service. Significant project successes include the following:

Consolidated and re-negotiated all wireless, voice/data, and hardware procurement contracts producing an annual savings of $2.4 million, surpassing management’s cost reduction goal by 300%

Spearheaded IT efforts to ensure compliance with Sarbanes-Oxley regulations (early adopter status). Oversaw ensuing annual Section 404 audit activities

Led multi-disciplined team to redesign and rebrand corporate online presence within tight 4-month timeframe. Delivered project on-time and under-budget, meeting all leadership expectations

ADDITIONAL PROFESSIONAL HISTORY

SCOTTSDALE HEALTHCARE, Scottsdale, AZ

LAN Administrator

PC Technician

MOTOROLA, Scottsdale, AZ

Mechanical Designer (CAD/CAM)

PROFESSIONAL DEVELOPMENT

COBIT Foundation v5 certification

ITIL Foundation v2011 certification

Agile/Kanban Project Management methodologies

AMA IT Project Management for IT Professionals

AMA Improving Managerial Skills for the New Manager

Certified Novell Engineer - NetWare 2.2/3.11/4.11/5.0

Multiple additional certs and technical training

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