Manager Customer Service

Summary

I am a highly motivated and energetic leader who has demonstrated expertise in developing and maintaining cost effective, best in class IT and security services. Process, program, & documentation focused, while at the same time a strategic thinker. I am skilled Infrastructure Services, Server Operations, and team management as well as in current applicable cyber security frameworks and proficiency with multiple compliance requirements regarding PII, PCI, and HIPAA as well as a variety of hardware, software, products, and environments (both on premise and cloud based). I am a hands-on leader with solid management skills; focused on maximizing individual productivity within the team construct by promoting an environment which is rewarding, fair, open, and diverse. I possess a varied & wide level of experience, a get-it-done approach, and a proven track record of successful planning & execution. My management style is both collegiate and collaborative, while at the same time decisive and results driven, and considered by my peers to be quite accomplished at championing change.

Core Competencies

Technical Expertise: Skilled and certified in Active Directory, Infrastructure and Infrastructure related Services. Proficient in DNS and DHCP, Virtualization, and Server Operations as well as a variety of hardware, software, storage products, and environments (both on premise and cloud based).

Innovative: Experienced, and transformational leader, with a successful track record of building and leading high performing, service oriented, IT organizations in support of organizational goals/mission. Constantly seeks new ways to accomplish goals, improve methods, enhance quality, and increase productivity.

Business Acumen: Understands the inherent value of accurately defining the business case for projects; able to prioritize systems to achieve maximum return on investment; views IS as a service department to facilitate the business and have orchestrated numerous complex projects; integrated long and short-range plans; developed goals, set priorities, and tracked budgets.

People Management: Adept at ensuring the “people-side” of the technology equation is appropriately addressed and managed; skilled in managing the workforce of varying educational, technical, and socio-economic backgrounds.

Financial Management: Responsible for managing multi-million-dollar IT budget associated with area of responsibility; generates efficiencies through creative, cost-effective approaches.

Certifications

Training

MCTS – Active Directory Configuration

VMWare; VCP4

MCTS – Network Infrastructure Configuration

ITIL v 3.0

MCTS – Windows 7

Crystal Reports

MCTS – Server 2008 Applications

Windows Exchange

MCITP-SA – Server Administrator 2008

Computer Field Repair – Marlborough Skills TC

MCITP-EA – Enterprise Administrator 2008

Project Management – Project Management Academy

Professional Experience

BJ’s Wholesale Club Westborough, MA Nov 2015 – Feb 2019

Security Administration Manager, IT

Led the team that provided security administration for corporate operating systems, databases, and applications.

My team conducted regular reviews of system access, application characteristics, file permissions and conflicting functions. These quarterly or bi-annually reviews identified and remediated risks and variances from GCC and Corporate Controls. Responded to requests from all business units to resolve access problems and accurately process user access requests.

Identified, procured and provided guidance on a privileged access management system to protect privileged accounts and vital systems.

Simplified the new employee on-boarding process by managing design, development, implementation & operation of access controls. I proactively simplified and streamlined provisioning/reporting duties by working with HR, Legal, and HR Applications teams to standardized user accounts across all Services.

Reviewed and simplified access provisioning approval requests by converting all paper form requests into Electronic Ticket requests, utilizing electronic approvals and improved user experience the on boarding process by developing Role Based access matrix/workflows for ServiceNow.

Hewlett-Packard Enterprise Southborough, MA Sep 2007 – Nov 2015

(Previously Hewlett Packard; previously Autonomy; previously Iron Mountain Digital)

Manager of Server Operations and Infrastructure

Managed, coordinated, and oversaw the activities of direct reports in multiple time zones and countries responsible for supporting the organization’s global SaaS production server (Windows/Linux/VMWare) and storage environments, including documentation, administration, technical services, and procurement.

Oversaw the development of project plans designed to implement new technology and enhance existing systems. Worked with vendors to evaluate software / hardware and recommended procurement to meet organization and security standards.

Designed & managed 2008 AD for all Production and Pre-Production (Virtualized) Domains as well as a ‘SDN’ (Service Delivery Network) domain, centralizing the tools for builds, patching, Remote Access, storage, Anti-virus & FIM monitoring.

Leveraged VMWare to host all Infrastructure Servers and Services.

Coordinated efforts with various internal customers to standardize the hardware platforms utilized by each, thereby allowing the movement of hardware as needed and leading to a substantial savings.

Developed and implemented and documented policies / standards and ensured compliance to the organization’s change management and security processes (PCI, ISO, ITIL).

Led the global 24/7 production infrastructure operations team which deployed, maintained, and /monitored thousands of systems to support HPE World-wide SaaS offerings. Participated in business development, platform architecture and yearly budgeting. Monitored and published capacity, availability, reliability and performance metrics.

Led the Production Change Management Process (CAB Manager) and implemented various strategies, best practices and organizational efficiencies.

Successfully moved multiple production environments into HP Data Centers in Canada & UK

Harvard Law School (Winter-Wyman) Cambridge, MA Mar 2007 – Aug 2007

Application Support Specialist/Consultant

Maintained & documented Colleague Application policies, procedures, Test and Production Environments

Monitored and performed maintenance on Website and SQL Databases.

Updated and documented the procedures relative to all network backups.

UMass/Memorial Medical (Eliassen Group) Worcester, MA Jan 2007 – Feb 2007

Senior Systems Administrator Consultant

Built, performed troubleshooting, and maintained Windows 2003 R2 machines and Exchange 2003 for production environment, troubleshoot & resolve LAN, WAN, E-MAIL, Networking & Desktop issues.

Deployed, established security, and documented the setup and maintenance of HP IP KVM Switches.

Created Visio diagrams for “Data Center Overhead” and Windows Server Racks

Veridiem, Inc Maynard, MA Sep 2003 – Mar 2006

Director of IT Operation

Consulted with users, management, vendors, and technicians to assess computing needs and system requirements and directed daily operations of department (analyzing workflow, establishing priorities, developing standards and setting deadlines). Evaluated the organization's technology use and needs, and recommended improvements (e.g. hardware and software upgrades, etc.).

Oversaw the redesign/rebuild of the corporate network infrastructure achieving uptime of 99% and Improved network security through multiple levels of antivirus, firewalls, and spyware filters and applications. Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery.

Managed client environments and infrastructure, as well as a Windows/Linux test laboratory and materials for engineering and professional services. Hands on LAN/WAN, Windows, Exchange 2000, & AD administration.

Maintained Corporate IT Asset Inventory of Laptops, Desktops, & Servers.

Education

Bellingham High School; Graduated.

Marlborough Skills Training Center; Computer / Electronics Field Repair

Project Management – Project Management Academy

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