Craig H. Hartzell **** Central Ave. Dubuque, Iowa 52001

563-***-**** acxv3i@r.postjobfree.com

IT Management

LEAN IT / Data Protection / Project Management / Team Building / Strategic Planning

Integrated Business and IT Change Programs / IT governance / Cost Control

Diverse experience managing entire IT functions, projects and programs. Adept at handling crises and orchestrating change smoothly and effectively. Successful in leading in-house and virtual teams. Record of…

Providing superior service and support to internal and external clients

Managing global projects to successful conclusion

Controlling IT costs while keeping client satisfaction at peak levels

Ensuring IT is aligned tightly with current and projected organizational needs

Six Sigma Greenbelt trained, ITIL Foundations V 3. Complete lists of technical certifications are available.

Selected Accomplishments

All but eliminated SLA penalties. Lack of capacity monitoring and reporting gave rise to conditions which could lead to major outages or loss of customer data. Created automated reporting that enabled CSC management to review problem areas daily and take quick remedial action, avoiding SLA penalties and associated revenue losses.

Cut support costs and bolstered support quality. Support was being supplied by costly onshore teams. Identified CSC business units that could be supported by offshore/India resources. Assembled and trained offshore teams. Saved thousands of dollars and set the stage to use this same process for other accounts and regions.

Trimmed expenses by introducing LEAN IT processes. Part of CSC team that introduced Next Gen Delivery Model. Reorganized operations teams by segmenting the work and eliminating waste. Trained managers. Changed focus from Run and Maintain to Run and Improve. Trimmed operational head count by 40 persons.

Managed a massive project. Led team that upgraded entire NetBackup environment including over 40 media servers. Managed project and team that implemented private Backup Area Network for 45 Lotus Notes servers. Provided support to 20 Aon US remote offices for their data protection needs.

Drove a global upgrade. Document management system application upgrade required the server OS to be upgraded. Developed in-place process and procedures for Win NT 4.0 to Win 2000 upgrade. Upgraded nine global sites successfully using local Sidley Austin personnel.

Responded to a crisis. 9/11 attack on World Trade Center Tower office caused loss of major Information Systems affecting 400+ Sidley Austin attorneys and support staff. Initiated immediate DR actions. Sent recovery tapes to Chicago office. Worked around the clock and recovered most systems within 72 hours. Resumed business on the Monday following the attack via remote access to the systems. Incurred minimal interruptions.

Employment History

Global Capability Manager for Backups - Computer Sciences Corporation - 2005 to 2016. Promoted frequently culminating in selection to lead a 20-person global team responsible all backup technologies within CSC. Directed standard deployments globally. Managed key accounts including Textron, Estee Lauder and Aon.

Storage & Recovery Engineer - Wintel level 2 support - Forbes Technical Consulting (subcontracted to Aon and CSC) - 2003 to 2005. Responsible for day-to-day backup and recovery services for Windows and Unix based servers in NetBackup SSO-SAN environment in Aon’s largest data center (approximately 1900 servers).

Wintel Systems Engineer - Bowne Business Solutions (contracted to Sidley Austin, LLP) - 2000 to 2003. Responsible for all day to day operation of Windows based servers in Los Angeles, Seattle and Chicago data centers. Supported all system backups, performed OS and hardware upgrades. Managed vendor support.

MIS Manager - Seino America Inc. - 1998 to 2000. Reported directly to President. Replaced network operating system. Rebuilt e-mail system, implemented WAN with voice over Frame Relay (serving as beta site for new Nortel technologies). Designed and implemented automated data replication from 11 distinct data bases.

Wintel System Engineer - 1-800-US-SEARCH – 1998. Responsible for day-to-day maintenance of all windows-based servers. Maintained network printers and user accounts. Maintained 30 Windows users desktops.

Manager and Technical Consultant - Shaw Industries Group, Inc. - 1996 to 1997. Responsible for deployment of Point of Sale WAN system, Lotus Notes clients, and WIN95 PCs for Southern California region (15 retail stores). Career began as a Store Manager in Monterey Park, CA.