IT Manager

Diana Elizabeth Salazar

Dallas/ Fort Worth, Texas

Cell: 817-***-**** ************.**@*****.***

Information Technology / Service Management Professional

Leveraging IT Operations and Service Management background to transform organizations and deliver exceptional results. Major strengths include planning, organizing, and directing teams in a fast-paced service delivery environment. A well-organized professional effective in project, program and process management, focused on continual service improvement with proven leadership and excellent communication skills as well as expertise in building high performance and collaborative teams, ensuring alignment of strategic and operational goals with organization’s objectives.

Competencies

IT Service Management / ITIL

Project Management Office / PMP

Six Sigma & Lean (Green Belt)

Budget Planning, Review & Reporting

Policy & Standards Development

Leadership Coaching & Mentoring

Data Center Security & Access

Audit & Compliance Management

Performance Management

Professional Experience

Sprint

Manager, IT Data Center System Integration & Operations 2002 - 2016

Managed technology-related activities at mission critical data centers supporting mainframe and mid-range computer systems with 7x24 physical site management and support. Data Center infrastructure system integration including server installs, upgrades and decommissions; cabling; network and storage configuration; troubleshooting and break/fix. Safeguarded data center by managing physical security access in compliance with Corporate Security standards and policies.

Planned and coordinated IT projects and activities and assigned resources to funded projects.

Managed internal/external audits to ensure compliance with internal controls for SOX, PCI and NSA.

Produced monthly operational review and executive level performance metrics for 7x24 support, physical security assessments and data center audit results to communicate status updates.

Provided data protection services and support for business continuity planning and disaster recovery.

Managed vendor relationships to ensure quality media storage products and professional services.

Identified security risks and reported security breaches to Corporate Security for documentation.

Built strong business relationships with Legal, Corporate Security and Human Resources.

Coordinated quarterly asset inventory of IT hardware and software to reduce maintenance budget.

Reduced data center access levels from over 25 to 4 standard access levels across all sites which secured and safeguarded data center, property, and assets and reduced foot traffic in data centers.

Implemented internal business recovery solution and virtual remote vaulting via mainframe modernization efforts which resulted in reducing offsite storage budget by 75% and eliminating over 30,000 backup tapes.

Facilitated review of Data Center Operations process documentation including flow diagrams, identifying customers, entrance criteria, suppliers, tools, procedures and critical to quality attributes to document repeatable processes and measures. This effort resulted in standardized processes across geographically diverse locations, which ensured that all team members could perform all functions of operations, improve productivity and reduce cycle time and work errors and/or defects.

Developed skill assessment tool to identify employee training and development needs and provide skill building opportunities, job-shadowing, cross-training and knowledge-sharing among IT support teams.

Manager, VP Operations Support 2002 - 2002

Managed Enterprise Computing Services Project Management Office in support of IT infrastructure for mainframe and distributed computing systems to meet business requirements and service delivery. Directed support teams in the areas of planning, reviewing the organization’s budget and financial reporting, performance reporting, and organization-wide employee development and communication.

Manager, NT Systems, IT Surveillance and Global Change Management 1999 - 2002

Managed multi-functional teams including: IT Global Change Management for wireless applications, systems and network change activity; Tier One surveillance team monitoring critical systems, detecting service alarms and reporting system outages, engaging technical support and dispatching vendors to restore service and minimize customer impact; Tier Two Microsoft Windows NT (Exchange and Citrix) system administrators supporting mid-range systems environments.

Implemented code of conduct guidelines that increased effectiveness, a Change Management Process and Change Area Coordinator to improve delivery of system changes and improve event monitoring capabilities for NT servers and data center facilities.

Developed process flows, performance measurements and influenced organization to make decisions from facts and focus on continual service improvement.

Earlier background in Production Control & Console Operations as Shift Manager, Computer Operations as Supervisor, IT Change Management, IT Technical Services, IT Production Management and IT Computer Operations 1990 - 1996

Education

Bachelor of Business Studies, Management Dallas Baptist University, Dallas, Texas

2009 Honors: Magna cum Laude, GPA 3.89

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