Customer Service Management

Bachelor of Business Administration, Management Baylor University

Technical Experience

Windows Server Citrix VM Ware

Cluster MS Office Professional SQL Server

Terminal Server Novell Exchange / Outlook

Storage/SAN Crystal Reports LAN/WAN

Areas of Expertise

Budget Preparation Contract Negotiation Customer Service

Facility Management Network Administration Network Management

Office Administration Operations Management Project Management

System Installation Training & Development Internet Technology

Professional History

Managing Consultant, MCL, Irving, Texas 03/11 –

Developing tactical goals and implementation of business solutions

Manage project risk through comprehensive mitigation assessment and planning

Actively manage work efforts of multiple resources through the projected plans

Initiate and maintain reporting relationships with project stakeholders, team members, management, customers, vendors, and other affected departments to coordinate efforts across multiple business units and ensure continuous management of projects

Respond to operational issues and RFI's within defined areas of responsibility while progressing projects

Collaborate and communicate with project managers to coordinate cross-project initiatives

Develop and implement contingency plans

Develop project budgets in compliance with the customer's financial goals

Project Manager, IBM – Contract CDI 09/10 – 03/11

Responsible for Primary and DR Data Centers, approximately 10,000 sf. each, housing more than 1,600 servers including Windows, AIX, Linux and SUN

Provided oversight and guidance of the Technical Services teams

Completed Wall to Wall of both Data Centers and inventory/policy requirements for SOX audit

Completed new build-out for approximately 3,000 sf. of Data Center expansion

Negotiated with, and contracted outside vendors

Approved and scheduled upgrades and installations

Provided advice and guidance to all team members on complex issues relating to operations, process improvements and policy

Environment:

o17 P595 Frames

oAll hosting 1SAP, Portal & MSAP

o64 CPU’s per Frame

o1214 Windows servers ranging from Server 2000, to 2003 and 2008

oAIX 323 Linux 68 SunOS 6

oStorage - 4 PB including both DCs - DS-8300/5300/4800

Enterprise Applications Analyst, CHILDREN’S MEDICAL CENTER OF DALLAS 08/04 – 09/10

Interpreted and evaluated clinical applications for functionality and fit to clinical management

Managed project timeline from purchase to implementation of clinical software

Primary support and vendor management of multiple clinical software systems

Managed projects ranging from systems upgrades to new systems evaluation, purchase and end to end implementation

Evaluated business practice for potential IT enhancement

Published and maintained applications locally and through Citrix

Developed and maintained documentation for all supported programs

Physical and Virtual Server builds including Windows Domain Controllers, Citrix and SQL

Critical in relocation of Data Centers 28 miles to new facilities with minimal to zero downtime

Developed and maintained Crystal Reports to multiple departments

SQL/Oracle database creation and maintenance

Environment:

o9,000+ users – more than 6,000 concurrent

oCrystal Reports 11

oSQL 2003 and 2008

oMore than 500 Windows servers ranging from Server 2000, to 2003 and 2008

oXenApp 5.0 publishing more than 60 applications

Director of Information Services, DALLAS CONVENTION & VISITORS BUREAU 02/98 – 3/04

Published industry specific and desktop software to a Citrix platform for remote and traveling users, including print and file sharing solutions, stabilizing the environment for increased productivity

Maintained multiple internal and external websites

Managed systems in four US cities, connectivity for the Dallas Convention Center including trade shows, the Visitors Information Center and multiple virtual offices

Maintained NT and IBM AS/400 servers, three domains, and introduced kiosk touch screens for the visitors center

Database Design and maintenance

Designed and introduced a system wide Y2K roll-out

Trained internal personnel as to effective and economic use of computer tools, including written procedures

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