Director of Infrastructure and Security

David J. Morton

Katy, Texas *****

262-***-**** w *******@*****.***

Infrastructure and Security management

IT management professional and technical support with demonstrated ability to provide IT solutions and support in a broad range of business areas, delivering maximum ROI while minimizing Total Cost of Ownership (TCO). Sincere passion for exploring business needs, developing requirements and defining benefits, evaluating potential solutions, producing deliverables, re-engineering business processes, and managing projects to successful conclusion. Experienced with presenting to and collaborating with business and IT professionals at all levels of management.

Delivering extremely high-value customer focus through performing analysis and leading execution of actions focused on decreasing Capex and Opex costs, without giving up service levels leveraging stronger contractual relationships, and more efficient business processes. Initiating and maintaining internal/external SLA’s, building cooperation across internal and external teams, breaking down barriers to allow progress, and inspiring a sense of urgency and motivation in joint efforts to achieve set goals.

Vendor support and product deployment through efforts that continually go “above and beyond.” Exceptional team management, relationship building, and problem-solving skills. Excellent record of achievement in customer support, system engineering and deployment with internal and external service providers; strong skills in personal support management and technical foundational background in distributed systems and networks.

Cloud and Hosted Services w Cyber Security w Business Relationship Management w Infrastructure Management w Strategic Sourcing Vendor Management w SLA and KPI Management w Team Building w Information Security w ITIL w SOC w HIPAAw PCI w Strategic Planning w Project Management w Team Development w Cross Team Collaboration w Develop and Mentor

Career Highlights

U.S Legal Support, Houston, TX

Director, Infrastructure & Security September, 2019 – January 2020

Directed the Service Desk including the Desktop support, Security, Network, Procurement and the Windows Server teams in order to provide key services and excellent support across 70 site locations within the U.S

Key Contributions:

Staff Development

Leverages teams and partnerships

Delivering Value and stability

Created first procurement position in order to centralize all spend within IT, managing the monthly Opex and Capex spend, along with providing overall savings by utilizing multiple vendor quote and delivery process.

Completed multi year contracts with external Security and Telephony companies in order free up support by the internal teams, while allowing those best of breed practices to add to the overall maturity of support

Completed a 3-year support contract with Microsoft that included savings while offering additional license and services

Created and deployed new workflow processes within the ServiceNow platform for the Human Resources department in order to speed up and track approvals

Completed our Cisco Meraki deployment throughout all sites enabling SDWAN. This platform increases all network internet speeds with enhanced security

Deployed Web application firewalls in front of our website application in order to securely inspect web traffic requests

Large project – Deployed phone system to a call center resulting in providing stability and new capabilities including ACD stats to assist in better metrics that were utilized in correct staffing and better billing methods

Charming Charlie, Houston, TX

Director, Infrastructure & Security April, 2015 – September 2019 (4 Years)

Directed and managed support teams that oversaw the maintenance and architectural aspects of infrastructure and security, including all on premise and cloud support. Project IT sponsorship including financial planning in order to deliver an effective IT roadmap that enabled business solutions. Responsible for all contract, procurement and hardware deployments

Key Contributions:

Staff Development

Leverages teams and partnerships

Delivering Value and stability

Promoted and fostered certification training in both Security and Network enabling associates to improve their abilities and empowering them to expand their scope of work. Leveraged team building exercises, individual style learning and improvement workshops

Implemented the first Security team driving security maturity and education, while completing the first Attestation of Compliance for PCI which is required for retail systems

Reduction of internal servers and databases by 40%, and a reduction of the overall financial run rate by 45%, without compromising the business goals or available uptime

Large project – refreshed 1800 operating systems within 6 months to over 370 locations, which prohibited any fines incurred from financial institutions and allowed us to stay on a supported platform.

Completed support engagement with an external vendor which enabled a 24x7 support of all servers & databases with an overall reduction to operating costs

Completed cloud migration of multiple applications in order to increase uptime, and reduced costs

Enterprise contract negotiations and renewals, focused on in improved services and allowing business models to remain flexible in their requirements

Deployed VoIP systems along with handheld devices to increase collaboration, while saving labor hours and offering cross departmental work flow

Kohl’s Department Stores, Menomonee Falls, WI

Senior Manager, Incident Management, May 2013 – April 2015

Managed and supported the Incident Management team, responsible for rapid reduction in meant time to repair for system outages impacting business operations. Utilizing LEAN methodology & ITIL foundations

Key Contributions:

Staff Development

Leverages teams and partnerships

Delivering Value and stability

Promoted eight support teams’ individuals including numerous classes and certifications. Ensured cross team collaboration, and grew two associates onto new roles within other support teams

Implemented support team response metric and SLA’s while offering a management system that provided detailed metrics on each support teams actions and delivery methods. These best practices were tracked for a repeatable process founded on the Lean methodologies. SCRUM process

Continuous improvement and the reduction of overall impact to the business by 20% through support and change methodology. Saving millions of dollars in unplanned downtime

Managed high and critical outage calls in order to restore service. Drove to reduce overall downtime utilizing metrics and “Lean methodologies”

Certified in ITIL foundations

Kohl’s Department Stores, Menomonee Falls, WI

Senior Manager, Network and Telecom, 2011 – May 2013

Managed the support the Premise and WAN Data and Voice teams for Kohl’s. Ensuring long term growth standards by deploying Cisco Nexus 5K and 7K systems. Support the day to day operations, while increasing the overall SLA metrics, through technology and implementing best practices of change management processes.

Key Contributions:

Staff Development

Leverages teams and partnerships

Delivering Value and stability

Promoted five support teams who have matured their skill sets and troubleshooting skills. This team deployed a new Core Network layer throughout two data centers and completed CCNP, and CCNA certifications

Provided team members with advanced training sessions on the newest Nexus 7K technology

Completed over 150 projects through partnerships and with Development and Delivery teams for enterprise wide deployments including a major phone system upgrade.

Core network systems replacement to ensure that Kohl’s can leverage future growth and redundancy. Increased the overall WAN bandwidth to enable our business and to support cloud computing

Installed and maintain the first entire site with wireless technology eliminating the use of local cable infrastructure while adding in the flexibility of any change or growth that is required

Kohl’s Department Stores, Menomonee Falls, WI

Windows Server & Virtual Infrastructure Senior Manager, 2009-2011

Managed and supported the Windows and Virtual server infrastructure for Kohl’s. Supported migrations that lead to stability and cost saving methodologies, by converting 1060 remote sites, and the corporate data center from physical to virtual Windows servers. Supported the day to day domain/user administration for 9100 operating systems. Provided infrastructure and architectural standards for major projects and deliverables.

Key Contributions:

Staff Development

Leverages teams and partnerships

Delivering Value and stability

Successfully transitioned two support teams into one organization leveraging the best skill sets and practices utilized by the team, which resulted in cross training, stability and cost savings

Enabled all team members to the completion of their VCP4 certification. Promoted 5 associates for their consistent growth and day to day ownership to the customer. Internally hired 2 positions from external support teams promoting our career mobility

Completed over 50 projects through partnerships and with Development and Delivery teams for enterprise wide deployments including Virtual upgrades, 2008 OS refreshes, Kronos, and initial beta projects for Internal/External Kiosks, and supported store electronic signage

Provided virtual training to the Desktop and Linux support teams which has enabled them to create new rapid deployment methods

Created 6 virtual zones to enable growth, speed and security while reducing overall expense by reducing the overall physical server footprint, with a reduction of hardware at a 50:1 ratio

Combined SMS, Antivirus, HPSim and IBM Director software suites to reduce software and hardware TCO

Kohl’s Department Stores, Menomonee Falls, WI

Desktop and Electronic Messaging Manager, 2007-2009

Provided Managed support for Kohl’s Desktop, BlackBerry and Lotus Notes teams, consisting of 17 members. Supported all end user devices for the corporate and distribution centers. Provided local and remote mail services for 20,000 associates.

Key Contributions:

Delivering Value and Stability

Successfully supported the run and maintain activities for end user computing. Deployed over 1000 laptops for work/life and disaster planning efforts

Leveraged new support documents and methodology to the Help desk support teams to increase first time fix resolution calls, that enabled faster support to the customer and lowered overall support costs

Deployed new generation blackberry devices and expanded the deployment scope to over 200 remote store associates, to enable efficiency of communications

Created and deployed Kohl’s first VPN infrastructure which enabled 10,000 concurrent connections

Sears Holdings Corporation, Hoffman Estates, IL

Desktop Operations Manager, 2003-2007

Assigned following Sears-Kmart merger to manage the Desktop Operations group, consolidating internal and external labor with CSC, IBM, and Banc Tec service providers, utilizing contractual relationships, adding value through extensive previous experience in Desktop and Network management to support 23,000 client devices.

Managed the Desktop organization for Sears Holdings, consisting of a 42-member team, creating a “One team” methodology for local and remote sites. Provided and leverage skill sets across various support towers within the organization to leverage cost savings and promoting the skill sets of my team members. Merged the two companies and adopted the best practices and team cultures.

Key Contributions:

Partner Negotiations & Relationships

Successfully transitioned 100% of the current staff members to Sears Holdings from the outsourced contract with CSC and renegotiated the current Banc Tec contract while maintaining current SLA’s and completing a transparent cut-over. Estimated savings of 42 million dollars over 10 years Received the “Star Award” presented by the C.E.O

Leveraged internal skill sets and knowledge bases to the outsourced helpdesk and provided resources to ensure that customer support and trouble calls would be handled effectively

Project Management

Managed and provided quality assurance checks on all projects relating to the client device implementation and rollouts. Including all hardware and application upgrades and deployments

Business / Technology Solutions

Implemented new business processes that streamlined customer requests and provided escalation enhancements on planned application, software and hardware requests

Developed recommendations, implementation plans, and financial forecasts to maximize ROI of IT solutions deployed in upgrading workstations, laptops, printers, and operating systems

IT Sourcing & Support

Business Process

Centralization

Utilized and enhanced Enterprise Integration Tools, including asset tracking software and Helpdesk scripts and procedures. Provided technical reviews of the current Infrastructure, security settings and services, and software deployment services. Performed financial analysis and comparisons of SLA times response methods

Created and supported a national depot system for hardware deployment and service ready spares that reduced costs due to shipping and provided a rapid response to minimize customer down time

Spearheaded negotiation and contract development for a selected hardware support vendor

Managed current contracts with key vendors IBM, Banc Tec and AT&T for services, software, and equipment used in implementing SNA/Token ring conversions and hardware upgrades

Recognized as key IT team member in building a team to establish processes for effective use of procurement resources on IT projects

International Business Machines IBM, Armonk, NY

Network Team Lead, 1996-2003

Supervised the Premise Network support team for Sears and IBM customers. This team consisted of 12 members supporting OC3 ATM, Token and Ethernet segments. Responsible for daily monitoring, upgrading and correcting steady state issues nationwide. Supported Retail environment and Web hosting facilities.

Key Contributions:

Project Fulfillment

Exceeded service level agreements by maintaining a 99.79% uptime. Which I was awarded the “2002 Customer focus” award by the Sears C.I.O

New System Integration

Enabled a Trend monitoring system to “page out” after system timeouts occurred, reducing the overall impact and downtime for the customer. Technicians no longer needed to be proactively monitoring the internal systems, freeing up resources and reducing manpower over a 2 year period

Deployed campus wide refresh utilizing Cisco 6509’s for the access and distribution layers

Staff Development

Developed training materials, one-on-one and group training sessions to cross team with the local site desktop technicians to provide cabling support and initial troubleshooting methodologies Advanced of one member to the firewall security team

Military Service E5

United States Navy (Honorable Discharge)

Submariner, responsible for troubleshooting component level electronics, analyzing and tracking ocean contacts

Received the Navy Commendation medal, National Defense medal, and the Good Conduct medal

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