Customer Relationship Management

Cell: 520-***-****

**** ******* ***, ******, ** *4040

Email: ****.****.****@*****.***

Leah Gray

Technical Skills

Solid working knowledge of

oTelecommuting Services (WebEx, Goto Meeting, IM Chat, Facetime, Cisco Video Solution, Email, etc)

oDocument sharing utilizing cloud options (Box, Google, ICloud)

o2 years Project Management

oService Level Agreement Management

oOffice 2016 (Access, PowerPoint, Word, Outlook and Excel)

oDepartment Security Compliance Officer

oBusiness Intelligence reporting (OBIEE)

oTechnical and end user documentation

oDisaster Recovery Management

Experience

Business Analyst - Information Technology Manager

Feb 2013 – July 2016 University of Arizona Tucson, AZ

Worked 50% remote, using multiple telecommuting services to interface with customers to define their IT needs and solutions.

Service Level Agreement Manager – facilitated 65 successful departmental migrations to Central Campus IT Services including physical co-location, virtualization hosting, database, back and file services

Key member of the University of Arizona’s campus wide optimization project, focusing on hardware purchase reduction, eliminating service duplication, increase security posture across the University of Arizona consisting of 9,000+ faculty and staff

Executed campus departmental infrastructure assessments upon request, evaluating hardware/software solutions, networking and security recommendations.

Performed all administrative tasks, including technical and end user documentation, vendor contracts/management, purchasing hardware/software licensing

In charge of all hardware inventory and budgeting for Central IT Data Center

Created personnel and financial reports to management using the campus wide data warehouse system (OBIEE)

Business Analyst focused on promoting and growing AWS cloud service usage across the campus

Established formal AWS quarterly training classes, successfully trained 120+ people within 1 year.

Instituted a repeatable standard AWS on-boarding and billing process

Interim Assistant Director for 24x7 Help Desk Center

Sept 2012 – Feb 2013 University of Arizona Tucson, AZ

Managed 24x7 Central Campus Help Desk Team of 45, which processed 2,000+ calls and over 50 walk-in customers per week

IT Manager

July 2010 – Feb 2013 University of Arizona Tucson, AZ

Infrastructure Project Manager on a 5-year Campus Enterprise replacement project of the VMS legacy systems with a robust, web, application and database solution for our Student, Employee, Financial, Research and Analytics critical services.

Developed detailed infrastructure documentation, process flow and diagrams for the Campus Enterprise Services consisting of 100+ servers, load balanced VNX storage arrays and 850+ virtualized servers across 2 data centers

Managed the infrastructure project budget of approximately $1 mil.

Critical member in developing central infrastructure service cost rates

Implemented mandatory change management process and practices

Disaster Recovery (DR) Manager, formalizing and coordinating the annual DR test for the Universities Enterprise Services with all appropriate documentation for auditors.

Information Technology Security Manager for physical and virtual servers

Information Technology Security Manager - Run Security Metrics PCI, web scans and Qualys port scans, coordinating remediation steps

Assistant Director of Infrastructure Development

Mar 2008 – to July 2010 University of Arizona Tucson, AZ

Managed and supervised the centralized Infrastructure Services staff of the Unix, Windows and database infrastructure teams consisting of 12 staff

The physical infrastructure consisted of over 300+ physical servers including 25 ESX VMware servers.

Furnished specification and acquisitions of server, storage and backup infrastructure

IT asset management of server and storage hardware & software inventory, warranties, refresh cycles and vendor contracts.

Established quarterly security vulnerability scanning and remediation

Provided quarterly hardware capacity reports for annual budget reviews and forecasting

Remediation of infrastructure audit findings

Senior Systems Programmer

Jan 2001 – Mar 2009 University of Arizona Tucson, AZ

Technical team lead of the 5 Windows systems administrators

Maintained over 100+ Windows physical and 9 virtual servers in multi domain environment, performing all hardware and software upgrades, new installations, backup, recovery and audit

Troubleshoot client connectivity and application issues

Jan 1990 – Jan 2001 University Medical Center Tucson, AZ

Technical Support Specialist III – Primary Windows Administrator

Education

1982-1986 Pima Community College Tucson, AZ

Associates of Applied Science in Systems Analyst/Computer Programming

Contact this candidate