STEVE M. CROW

acylt8@r.postjobfree.com 303-***-****

Skilled Technical Enabler and Business Leader

A successful technical leader who has proven skills delivering business focused solutions by using exceptional leadership, expertise in a diverse range of technologies, detail driven execution, and outstanding analytical abilities

KEY COMPETENCIES

Technology Leadership Project Management Systems Engineering & Operations Automation & Integration Virtualization Platform System Scalability and Capacity Planning Storage (NAS/SAN) Cloud IaaS PaaS Root Cause Analysis Security Vulnerability and Remediation Customer Support ITIL V3 Foundation Platform Support-Windows, Linux, Dell Wyse (Windows PE) Contract Evaluation and Management

PROFESSIONAL HISTORY

Sr. Director, IT Operations, - Visa Inc., Highlands Ranch, CO, October 2013 – April 2016

Business Leader, IT Operations, - Visa Inc., Highlands Ranch, CO, October 2009 – October 2013

Sr. System Engineer, IT Operations, - Visa Inc., Highlands Ranch, CO, October 2005 – October 2009

IT Support Manager, End User Support, - Visa Inc., Highlands Ranch CO, June 2003 – October 2005

Consultant, - Planet Consulting, Denver CO, October 2001 – June 2003

Sr. System Architect, - USInternetworking, Denver, CO, September 1999 – October 2001

Sr. System Architect, - IBM Global Systems, Denver CO, November 1995 – September 1999

Sr. Architect, - Coopers & Lybrand, San Francisco, CA, January 1994 – November 1995

Technical Manager, - Pacific Bell, San Francisco, CA, May 1990 – January 1994

System Engineer, - Pacific Bell, San Ramon, CA, February 1986 – May 1990

System Design Consultant, - Pacific Telesis, San Ramon, CA, August 1983 – February 1986

Data Specialist, - AT&T, Redwood City, CA, July 1980 – August 1983

Service Representative, - AT&T, Stockton, CA, August 1978 – July 1980

RELEVANT SKILLS AND KEY COMPETENCIES

Leadership and delivery in enterprise initiatives utilizing Agile and Waterfall principles to deliver technical engineering designs, implementation project plans and operations process flows for complex, high available, multi-datacenter environments

Global team and vendor leadership incorporating training and enablement to enhance individual capabilities in order to raise overall team accomplishments and meet respective goals

Automation focus to deliver efficient, streamline processes that reduce cost, ensure compliance and provide both speed and consistency/standardization to business processes

Analytical skills with breadth of knowledge necessary to deliver system integration including hardware, software, data and interface protocols

Virtualization experience both building and maintaining heterogeneous virtual environments with focus on consolidation, failover clustering, storage configuration, and compliance

Demand-shaping techniques to deliver scalability and capacity planning for both physical and virtual environments utilizing operational analytics tools and forecasting models

Maximizing IT assets and cost saving while providing agility and transparency benefits to global infrastructure using IaaS and PaaS solutions

Security focus to provide the necessary vulnerability resolution management to mitigate exposure and maintain compliance

Efficient RCA skills utilizing Six Sigma DMAIC methodology with emphasis on resolving and preventing

Driver of ITSM initiatives to manage and track repeatable standards for critical applications to govern compliance of Incident, Change, Request, and Problem management processes.

Extensive financial responsibility with budgets, Contract negotiation, and vendor management with multiple projects and department resources

ACCOMPLISHMENTS

Managed PMO responsible for Global IT projects including new builds, expansions and upgrades. Developed PPM process, procedures, resources utilization, tracking and reporting standards.

Created project portfolio management process to enforce standard project artifacts, metrics, and status reporting

Managed call center datacenter migration including adding remote 3rd party interfaces. Created project plan, application migration/testing plan and 3rd party integration build/test plans.

Developed project, implementation and budget plans for $1.5 million network upgrade project replacing 3,500 EOL devices. Managed cross functional team, including internal team, vendor and customer engineers and achieved all target dates and 5% under budget.

Identified risks and mitigation steps necessary to ensure project success while reviewing new change management effort for major platform upgrade.

Led cross functional team to develop standard hosting environments (IaaS/PaaS) in order to deliver multiple levels of infrastructures and platforms offerings including pricing, architecture design and support model

Responsible for Datacenter closure imitative during which 2500 servers were virtualized (VMware), 250 physical servers moved which supported 35 critical applications saving over 2 million in operational cost

Led business and technical team to migrate Datacenter migration from shared tenant facilities to new constructed datacenter. Created all artifacts for build out, infrastructure build/test and application migration/test.

Managed enterprise ITIL improvement project to deploy SNMP, automate 38% of incident management and met downtime SLA to less than 15 minutes using Remedy, Netcool, and vendor MIB. Developed project scope, project plan and weekly status reports to management

Responsible for developing technical standards of acquired company to meet existing standards, removing over 200,000 remediation findings and streamlining deployment process using Archer, Qualys and SCCM

Championed NOC workstation environment redesign project eliminating single purpose desktops and delivering enhanced monitoring capabilities utilizing Virtual application stack and multiple monitor capability using Dell thin clients and workstation, Citrix, VLAN and 2-factor authorization for security

Created Call Center multi-site architecture which integrated multiple in-house datacenters with several global sites leveraging Citrix, Windows, and Wyse terminals. Frame Relay backbone with dedicated circuit connections. Created strategy and tactical plans for 3rd party on-boarding, site expansion and BC/DR testing

Designed and deployed a new integrated Help Desk (Remedy), Procurement and Asset tracking (CMDB) system which reduced new hire process duration by 3 weeks, achieved real-time Help Desk feeds and cut procurement costs by over $200,000 per year

Managed capacity planning and monitoring technical solution to track Storage utilization which resulted in 35% lower storage costs

Drove customer satisfaction imitative to produce monthly SLA results, customer feedback process and key learning post project grades which tied back to individual and team goals.

Led cross functional team creating ticket dashboard to track incident and problem KPI results at team, group and organization levels.

Delivered critical vendor requirements and SLA parameters for multimillion dollar contract negotiations and POC

Designed and deployed asset management system which provide 100% asset tracking and provided for department charge back. System achieved 40% increase of asset utilization and reduced overall asset cost by 25%

CERTIFICATIONS & TRAINING

ITIL V3 Foundation Certification, 2015

Leadership Essential skills for IT Managers - 2014

Automating Administration with Windows PowerShell v3.0 – 2013

VMWare Infrastructure3: Install and Config. - 2010

Citrix Presentation Server 4.5: Administration - 2008

Planning, Implementation, Maintaining MS Windows Server 2003 AD infrastructure - 2005

In-depth SQL Server Technologies - 2003

C-Programing Hands on Workshop - 2000

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