Information Technology Service Delivery

DON N. HEATON

214-***-**** ***********@*****.***

ACCOMPLISHED LEADER OF INFORMATION TECHNOLOGY

Delivering Technology and Leadership for the Enterprise

PROFILE

Highly focused and analytical director with a proven record of developing and supporting successful information technology projects and solutions incorporating a wide range of applications and technologies. More than 20 years of progressively responsible experience, promotions, and measureable accomplishments. Consistently recognized as able to improve organizational efficiency with comprehensive business and technology expertise, while realizing cost savings, accelerated performance, and improved service delivery.

Key strategist aligning information technology function facilitating aggressive growth and acquisition initiatives. Creator of high performing teams and cross-functional environments ensuring achievement of department goals in support of corporate objectives. Expert at motivating and mentoring diverse teams, while leading by example as an individual contributor.

Dedicated, results-driven, and energetic professional with a solid portfolio of resolving complex problems and business challenges through technical innovation. Highly skilled evaluator of third party vendors and cutting edge software and hardware, possessing an in-depth knowledge of integrated enterprise architecture.

Driven to exceed expectations in all aspects of professional endeavors. Recognized for outstanding achievements through multiple Chairman’s Excellence Awards and by the American Business Stevie Award.

CORE COMPETENCIES

Project/Program Management • RDBMS • BPM • Content Management • Technical Services

Applications • Business Continuity • E-Commerce • IT Operations • Mainframe Systems

Information Technology Infrastructure • Network • Storage • LAN/WAN/SAN

Distributed Systems • Hardware • Software • Service Delivery Improvements

Compliance • Solutions Development • ITIL • P&L • Vendor Management

Technology Modernization • Workflow • Negotiating • Strategic Planning

Security • HR • Communication • Process Improvement • Leadership

Budget Administration • Financial Analysis • Cost Control

PROFESSIONAL EXPERIENCE

CommScope Richardson, TX April 2018 – Present

Data Center/Infrastructure Sr Manager

Direct the IT Infrastructure modernization, Mergers and Acquisitions for CommScope in their Four Corporate Data Centers for Production and DR Servers, Network and Storage.

Responsible for Data Center consolidations and migrations of applications and systems from office sites into the Corporate Data Centers to be managed by the IT organization.

Manage the Infrastructure team through ITIL processes for Projects, Break Fix, Change and Problem management in partnership with Manufacturing, Engineering, Sales and Finance business units.

Produce KPI metrics in support of the Data Center Operations teams for Servers, Network, Storage, Azure, Active Directory and Backup Infrastructure in support of 99.9% availability.

Direct the Transformation to Cloud and the Azure Stack environment for migrating Applications to Cloud and establish Executive Dashboards for billing and Application SLA’s.

Implemented automation and scripts with Ansible, Service Now and Puppet for Server builds, Active Directory integrations, and Asset discovery for establishing a CMDB.

Direct DR tests and manage VMware and Nutanix strategies for Replication with Zerto and Near Sync for Critical Corporate Applications.

Accountable for budgets and assets in support of Infrastructure and technical personnel as well as Talent Management.

Intel Security/McAfee Plano, TX Nov2011 – April 2018

Data Center Consultant/Infrastructure Program Manager

Directed a team of IT Infrastructure Engineers to migrate the Corporate Data Centers from Santa Clara CA and Plano TX to a Tier III Production Data Center in Denver and DR Data Center in Miami.

Implemented Run Books to insure smooth transition to new Data Centers as well as decommission of the legacy site for Migrations to new Infrastructure for improved SLA’s and RPO /RTO for DR.

Performed Network Bandwidth analysis with OpNet tools and Asset discovery with BMC tools to implement a CMDB for Hardware and Software lifecycle integrated tracking.

Implemented VMware migration strategies with Zerto, VMDK, and Plate Spin to reduce downtime for Corporate Critical Applications.

Created Executive Dash Boards for Agile project updates on Infrastructure Modernization as well as Burn Down charts for Decommission of Data Centers. Also partnered with Organization’s Executives to keep them up to date on migration efforts for their products and applications.

Managed Vendors such as Cisco, EMC, NetApp, Dell to stand up physical infrastructure in new locations as well as quality test of applications before migrations into a Landing Zone.

Managed Programs for Infrastructure Software and Hardware Upgrades to stay current with Architecture standards. (SaaS and HaaS)

Directed the Transformation Program working with Accenture to discover and document the McAfee Infrastructure Environment and develop strategies for migrating to On-Premise Cloud as well as AWS and Azure.

National Envelope Frisco, TX Jan – Nov 2011

Sr. Manager Infrastructure and Operations

Developed the Corporate Network Operation Center for IT to support twelve Nationwide manufacturing facilities as well as align the Infrastructure for efficiencies. Implemented ITIL policies and procedures for Change and Problem Management, Service Level Agreements and Disaster Recovery. Directed projects for Virtual Desktop Implementation as well as server consolidation through VMware.

Build out of the National Envelope Help Desk for Monitoring and First Call Resolution. Implemented call routing and ticketing system to track issues with IT and Manufacturing Nationwide.

Developed Second and Third Level support for VOIP, Aruba Wireless, Windows 7, VMware, VDI, PBX, LAN \WAN/, Exchange, Web, and Share Point.

Directed a Network Carrier RFP and Network Upgrade for Cost Saving efforts and implemented strategies for a 300,000/yr savings with National Envelope's Nationwide Network. Also setup redundancy of Networks for each site.

ADS/Fujitsu Dallas, TX 2002–2010

Director of Information Technology

Directed technology strategy overseeing infrastructure development, roadmaps, system configuration, and client service level agreements while managing a $50,000,000 budget. Aligned project engineering and production support with business initiatives. Coordinated with finance and customer relationship management teams to conduct new business justification studies to grow the managed hosting services portfolio.

Improved service delivery key performance indicators 39% by developing and implementing strategies and architectural standards.

Reduced platform run rates by $2,000,000 through performing studies, upgrading technologies, and re-negotiating vendor contract.

Played a key role in the PCI and CISP Certifications for Fujitsu Data Centers along with the upgrades to bring the Data Centers to a Tier III rating by the Uptime Institute.

Epoch Internet Dallas, TX 2000–2001

Senior Manager Data Center

Oversaw internet hosting and data center planning and construction. Developed capacity plans and allocated resources for a 24x7 network operations center while guiding network infrastructure team, assessing vendors, and participating in the request for proposal process.

Built a $30,000,000 primary internet hosting data center point of presence (POP) situated in a downtown Dallas high rise building in less than one year, while developing disaster recovery processes and overall storage area network topologies.

Managed all network configurations, tests and vendor relationships supporting a 24x7 network operations center as well as overseeing Technical Services staff, installations, and customer support.

Experian Allen, TX 1989–2000

Senior Manager Command Center 1999–2000

Directed all data center resources including Distributed Systems, Mainframe, desktop, web, and network operations center, as well as oversee changes to production systems and networks.

Supervised over 30 staff members, network operations center, and command center support group help desk while negotiating and monitoring customer service level agreements.

Played active role in the build out of the Allen and McKinney Data Centers as well as the design for the Command Center and IT infrastructure.

Technical Manager III, Distributed Systems 1997–1999

Lead Systems Operator 1989–1997

EDUCATION

Bachelor of Business Administration

University of North Texas Denton, TX

TECHNICAL EXPERTISE

Operating Systems and Tools:

VMware Nutanix Cisco AIX Solaris Linux Windows Oracle SQL MVS/JES2 OpNet Puppet Ansible NETVIEW BMC Cisco Works Solar Winds

Hardware:

EMC Hitachi IBM SUN Dell Oracle HPE Cisco STK Siemens Fujitsu Xerox PBX

Applications:

SAP People Soft JDE Microsoft Exchange Citrix Share Point SFTP Web Logic WebSphere PowerPoint Excel MS Project/ Agile/ Waterfall

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