JOANN NEVE

**** ********** ****., *.*. St. Francis, Minnesota 55070

763-***-**** acxte4@r.postjobfree.com

Proven IT Leader

Innovative and results-oriented senior information technology leader with progressive experience in all phases of project management, enterprise technical support, organizational leadership and strategic development. Proven track record of success in building, leading and managing teams; planning and exceeding financial/budget objectives and goals while increasing productivity. Successfully align IT mission and priorities with corporate goals and objectives. Specialize in delivering topnotch systems and services on time and within budget. Strategic thinker with strong analytical skills; able to envision long-term technology objectives to ensure continued growth. Proven ability to integrate the benefits of IT to proactively solve business issues and improve processes while effectively managing costs and mitigating risks.

Areas of expertise:

Experience in legal, publishing, educational, manufacturing, software development & general business environments

Enterprise Technical Support Strategic Business Planning Requirements Documentation

Technology Integration Project Management Infrastructure Management ITSM/Metrics

Budgeting and Cost Controls Technology Restructuring Systems Migration

Enterprise Resource Planning Customer Relationship Management

Contract Negotiations IT Service Delivery Program Management

Customer Satisfaction Staff Management Training

Process Improvement Root Cause Analysis

PROFESSIONAL EXPERIENCE

NOV 2015 – PRESENT: ATTENDING TO A FAMILY MEDICAL NEED

WARNER CONNECT, Fridley, Minnesota Dec 2014 – April 2015

Warner Connect is an MSP serving the SMB market.

Service Delivery Manager

Manage a team of up to 12 helpdesk, desktop, and system administrators to manage highly diverse internal and customer network/computing infrastructures and endpoints. Managed to SLAs, established ITIL processes, provided metric tracking and increased customer service.

DAIKIN APPLIED/HEWLETT PACKARD ENTERPRISE SERVICES (HP), Plymouth, Minnesota Nov., 2010 – Dec, 2014

Daikin Applied delivers engineered, solutions for commercial, industrial and institutional HVAC requirements. As part of Daikin Industries, a Fortune 1000 company, Daikin Applied is the largest air conditioning, heating, ventilating and refrigeration company in the world. Daikin Applied services Canada, US, Mexico and Latin and South America. With over 50 locations throughout its region, Daikin Applied has a mid-size infrastructure of over 150 virtual and physical servers, an enterprise class SAN, and advanced networking Cisco technologies to support its 2500 technology users.

Sr.IT Infrastructure Manager/IT Infrastructure Manager

Manage a team of geographically dispersed desktop support administrators, systems and network administrators, and infrastructure engineers to deliver global support and solutions.

Restructure it helpdesk to improve customer satisfaction and it efficiencies. Enterprise tools implementation and structuring.

Restructuring of telecom contracts to provide cost savings and greater availability

Project management and team oversight

Domain and infrastructure redesign

Team metric performance tracking

Process development and improvement using ITIL framework and SLA negotiation/creation

Strategic Planning for growth and improvement. . . communications (wan, lan, telco, wireless), Data Center/Systems/Storage, Security, DR, and End User Support

Instituted Change Advisory Board and Document Review Board using ITIL framework

Developed and implemented models of Security, Availability, User Experience, and Future Growth

KROLL ONTRACK, Eden Prairie, Minnesota Dec., 2008-Nov., 2010

Kroll Ontrack provides large-scale electronic and paper-based discovery and computer forensics services and software to help attorneys, investigators, corporations, and legal professionals quickly, efficiently and cost-effectively recover, review, manage, and produce information and documents. Formerly known as ONTRACK Data International, Inc., Kroll Ontrack brings technological strength and unmatched expertise to the world’s leading risk consulting company.

JOANN NEVE Page 2 acxte4@r.postjobfree.com

Concurrent IT Manager, Processing Services/Application Administrator Manager/Business Systems IT Project Manager: Manage a team of up to 15 system and application administrators in several highly complex HA, high throughput environments, Manager of Business Systems Application Administrators, IT Project Management for Business Systems, strategic organizational planning, manager of technical operations.

Established department employee performance standards

Initiated ticket metrics tracking, reporting, and associated process adjustments

IT audit of responsibility applicable areas using ISO 27001:2005 framework

Restructured SA team for increased flexibility, efficiency, employee satisfaction, and customer services

Established cooperative working relationship with business partners to move critical projects forward

Initiated and drove infrastructure rebuild of all Business Systems environments including application tuning and optimization

Restructure of Systems Administrators teams to a shared services model

Restructure support of Data Recovery business to a worldwide integrated support model

SYMANTEC CORP, Roseville, Minnesota Feb., 2006-Dec., 2008

The 4th-largest software company in the world employing more than 16,000 people worldwide with sales revenue of approximately $100M.

IT Manager: Manage a team of up to 12 system administrators and 7,000 servers/devices in a development environment, a production environment and associated Ethernet and fiber infrastructure, and data center/lab facilities management with an annual budget of over $8M in capital spending. Business unit partner/liaison with security and facilities groups on technology projects and activities. Member of process improvement team working toward CMMI compliance. Manage multiple projects and priorities; conduct root cause analyses and recommend solutions. Worked with Engineering and QE in both waterfall and agile environments.

IPv4/IPv6 coexisting protocol deployment division-wide

Performed root cause analysis; improved SA ticket carryover from 18% to 5% in less than 12 months.

Managed the implementation of a new $2M HVAC system; reduced fire danger and heat associated issues on development hardware.

Improved customer satisfaction by 40% by replacing failing ticket system with new technology.

Restructured operations procedures to improve IT efficiency; negotiated the return of 60 engineering switches to engineering from IT control.

Reduced ticket load and improved customer satisfaction by documenting and communicating all ESA policies and procedures to key clients.

ISD NO. 15, St. Francis, Minnesota 2004-2006

Public school district with 16,000 students throughout the Minneapolis metro area with an annual budget of $64M.

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MINNEWASKA AREA SCHOOLS, Glenwood, Minnesota 2000-2004

A K-12 school district serving the Minnesota communities of Glenwood, Starbuck, Villard, Lowry, Terrance and Sedan.

IT Coordinator: Managed 5 to 11 technical employees in the IT department with an IT annual budgets of $1-$2M; oversaw the technical operation and maintenance of 5-13 buildings. Completed government and standards reporting; developed technical planning strategies; maintained vendor and customer relations.

Upgraded all hardware and managed the migration and integration of the district’s infrastructure from Novell to Windows NOS.

Managed the implementation of tablet technology for teachers; upgraded all district infrastructure hardware.

Implemented district-wide upgrade of all networking infrastructure; managed conversion of telecom system to VoIP from RFP through completion.

Implemented district-wide upgrade of all telecom infrastructure to replace failing system.

Integrated long-term infrastructure strategy; negotiated lease/purchase hardware to enable cycling of all lab hardware every 4 years.

Implemented remote access to data and applications for staff and students by installing a Citrix farm.

EDUCATION

MBA, Management, MBA Human Resources, Masters of Education

American InterContinental University, Hoffman Estates, IL

Bachelor of Science in Visual Communications

American InterContinental University, Hoffman Estates, IL

Associate Degree Electronic Engineering Technology

TCI College of Technology

CERTIFICATIONS: MCSE MCT CCNA MOUS A++

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