Management Service

Vincent J. Ritter

**** ******** **. ** *******, NC 28027 704-***-**** *******.******@******.***

IT Director Senior IT Strategist IT Project Manager

Dynamic technology leader who provides critical input in business and technology strategies. Collaborative communicator who translates corporate business objectives into effective, process driven technology solutions. Strong negotiations skills foster consensus even in adverse scenarios. Visionary performance driven professional who implements technology strategies to support rapid enterprise transformation. Change management advocate who quickly transitions between strategic leadership to tactical management roles to ensure effective, targeted delivery.

Infrastructure Architecture Design

ITIL/ITSM Implementation

3rd Party Vendor Mgmt.

SDLC

IT Process Development

IT Service Delivery

Road Mapping/Strategic Planning

Agile

Incident Management

Budgeting & Cost Reduction

Team Building & Mentoring

Waterfall

Professional Experience

CITY OF CHARLOTTE, Charlotte, NC Aug 2014 – Feb 2016

Sr. Manager

Provided IT leadership ensuring the effective identification, execution, communication, and on-going support of critical technology projects and services, actively participated in Change, Incident and Problem management.

Aligned business and IT strategies and processes to enhance productivity and drive continuous improvements throughout the organization.

Leveraged improvements in business relationship management to increase business satisfaction and transform the IT-business relationship into a collaborative partnership.

Key Accomplishments:

Assisted the ITSM team in setting up the BMC Remedy Asset Management and Knowledge Management modules.

Set up Daily/Weekly Remedy reporting for business units to track ticket activity. Used this information to show trends and identify problems areas.

Strengthened the relationship between IT and the City’s business units by becoming the primary POC for all IT issue escalations.

Implemented and trained business unit personnel on the use of MS Project Server. This streamlined the process of project task completion and project time entry.

INSPIRATION NETWORKS, Indian Land, SC Dec 2011 – June 2013

Director of IT

Led the strategic management and operational oversight of the company's Network Infrastructure/Data Center/Applications, Service Desk and lead the company Incident Management and Change Management teams.

Analyzed operating budget projections, capital expense impacts, and vendor invoice reconciliation.

Provided oversight to the EPMO to ensure service delivery activities were completed on time, within budget and according to the SOW.

Key Accomplishments:

Utilizing ITIL/ITSM standards, I slashed operating costs, boosted profitability, and streamlined operations while overseeing strategic management and daily functionality of company’s infrastructure, data applications, and service desk.

Increased monthly donations by $10K and saved the company over $80K by implementing a live web feed to all handheld and PC platforms within 24 hours.

Using Cisco UCS and VMware ESX Server, tripled capacity of the on-premise data center by implementing a private-cloud solution to virtualize 95% of the physical servers. Resulted in reduced energy consumption, capital expenditures, and deployment time.

Implemented a SharePoint site that gave the company an internal/external collaborative cloud that was accessible via the internet.

Implemented ITIL service delivery processes which increased service levels and reduced service completion times by 10%.

INTRATEK COMPUTERS (Contracted to City of Charlotte), Charlotte, NC May 2009 – Dec 2011

Sr. Service Manager

Promoted organization and productivity by designing and enforcing request handling and escalation policies and procedures using ITIL/ITSM framework.

Monitored service delivery activity and acted as the single point of contact for escalation of critical service failures.

Lead daily Incident /Problem and Change Management Review meetings.

Key Accomplishments:

Improved company organization and operations by reviewing and revising old policies and processes, ensuring alignment with ITIL framework for ITSM.

Reduced downtime by analyzing the performance of service desk activities, documented resolutions and identified chronic problem areas.

Assisted with the implementation of BMC Remedy for Ticket Tracking, Knowledge Management, Change Management and Asset Management.

MOTORSPORTS AUTHENTICS, Concord, NC Nov 2007 – Feb 2009

Director of IT and Network Operations

Led the successful day-to-day operations of the Network Infrastructure/Data Center/Applications, Call Center and Service Desk for a $200M company providing Motorsports diecast and apparel to international and domestic markets.

Generated safety net by establishing first company IT disaster recovery and business continuity plans.

Improved service delivery by implementing standardized business processes, training and technology change control to include root cause analysis and problem management.

Key Accomplishments:

Lowered WAN/telecom expenses 30% (saving $50,000 annually) by renegotiating contracts and migrating disparate point-to-point connections and individual copper trunks to MPLS and SIP.

Using VMware ESX Server, tripled capacity of the on-premise data center by virtualizing 95% of the physical servers. Resulted in reduced energy consumption, capital expenditures, and deployment time.

Bolstered security by implementing PCI level three certification within 120 days, including full internal and external security scans, physical security upgrades, and upgraded data security.

BAJA BROADBAND, (Contractor), Charlotte, NC Feb 2007 – Nov 2007

Sr. Consultant, IT/Data Services

Owned and managed internal IT relationships, vendor management, IT strategic development, day-to-day Data Center, Service Desk/Customer Service operations, application portfolio, call center and the IT/High Speed Data network infrastructure.

Provided day-to-day oversight and management of all Incident/Problem Management activities.

Managed network, cable, and broadband installations; configured all Cisco switches, routers, and wireless access points; and supported commercial internet, PTP, Point to Multipoint, VoIP, data, and video service customers.

Key Accomplishments:

Assisted in the re-design and upgrade of 4 geography dispersed data centers to include cabling, power, air, racks/equipment layout and fire suppression.

Upgraded analog video system to digital IP video and introduced voice and internet capabilities utilizing Cisco switches with analog to digital converter modules.

Developed and executed long term IT/ High Speed Data business and Customer VoIP strategy.

TIME WARNER CABLE CHARLOTTE DIVISION, (Contractor), Charlotte, NC Oct 2005- Feb 2007

Senior Network Consultant

Achieved high customer satisfaction among internal and external client bases by providing 7x24 tier III consulting for all networking types, including LAN/WAN, digital, cable, and broadband.

Managed network, cable, and broadband installations; configured all Cisco switches, routers, and wireless access points; and supported commercial internet, PTP, Point to Multipoint, VoIP, data, and video service customers.

Key Accomplishments:

Improved security/performance for business connections by implementing QoS/ACLs to all routers/firewalls.

Assisted in the design and upgrade of the analog to digital cable system in all head-ends using Cisco switches.

Assisted in creating a Change, Incident and Problem management team based on ITIL/ITSM framework.

PRIZM TECHNOLOGIES, Charlotte, NC Dec 2004 – Sept 2005

Director, Information Technologies

Acted as liaison between IT and business partners. This included project management, employee training, budgets and vender relationship management. Managed the day-to-day operations of the ten-person IT department including helpdesk/call center, the design, deployment, monitoring, upgrade and support of all network related systems including servers, PCs, LAN/WAN switching and routing, operating systems, security, wireless systems, storage solutions, hardware, software and peripherals Implemented technology standards across the organization and client environments. Provide technical direction and guidance for all technical and helpdesk staff members. Managed the IT supply chain process which included laptops, desk tops, peripherals and software licensing.

SAIC/NASA, Huntsville, AL Jan 1994 – Dec 2004

Sr. Manager Global Infrastructure

Provide strategic leadership for an eighteen person Globally Positioned team. Provided technology solutions in the management of network support operations for the NASA Russia Project. Acted as liaison between IT and business partners in the US and Russia. This position included installation and configuration of Cisco switches, routers, Pix firewalls, VPN concentrators, managing cross-functional Global Information Technology projects and teams from initiation through implementation and the maintenance of the VoIP, Video and routed data network for mission critical and non-mission critical information. Developed and maintained compliance with architecture, technology, and security standards. Managed the redesign and conversion of all ISDN video conference connections to IP connections. Implemented QoS for all VoIP, data and video transmission for improved network performance and developed and maintained budget for direct projects.

Key Accomplishments:

Assisted Network Engineers that redesigned the NASA MAN/WAN between MSFC (Huntsville, AL.), JSC (Houston, TX.) and Moscow Russia which resulted in a 20% performance increase and 25% monthly cost savings

Assisted in the redesign and conversion of all ISDN video conference units to IP connections which improved performance of all live feeds, recorded feeds and video calls

Implemented QoS for all VoIP and data transmission for improved network performance

TECHNICAL EXPERIENCE

Hardware: Cisco Routers (2500, 3600 and 7200 series), Catalyst Switches (2900, 5000, 5500, 6000 and 6500 series w/RSMs), Pix Firewalls, Juniper/Netscreen Firewalls, Foundry Switches/Routers, Cisco VPN Concentrators, Cisco WAP, Verilink CSU/DSUs, Adtran CSU/DSUs, ISDN, Media Converters, Dell Servers/Workstations, Compaq Servers, IBM AS400, POS systems, Cisco UCS M Series, F5 Load Balancer

Networking: TCP/IP, EIGRP, OSPF, BGP, HSRP, VRRP, ATM, QOS/COS, QinQ, VLANs, 802.11 WLAN, Ethernet, Fast Ethernet, T1/E1, SONET, T3/E3, OC3, IPSEC, GRE, VoIP, PPP, PPTP, FTP/TFTP, RADIUS, VPN, SNMP, DHCP, AD, DNS, WINS, VPN, Spanning Tree, Active Directory

Software/Systems: Word, Excel, MS Project, PowerPoint, Visio, Windows Server, MS SQL Server, HP Openview, Citrix XenDesktop, XenMobile and XenApp, MS Exchange, SolarWinds, Norton Anti-virus, VMware ESX Server, NetSuite, Sage, SAP, Munis, Deltek, Lync/Skype, BMC Remedy, JIRA, SharePoint

Education

Bachelor of Science, Network Engineering, Trinity College, Sioux Falls, SD

Associates of Occupational Science, Network Administration, Virginia College, Huntsville, AL

Credentials

ITILv3 Foundation Certification, People Cert

Project Management IS/IT Certificate, Villanova University, Villanova, PA

Six Sigma Certificate, Villanova University, Villanova, PA

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