Customer Service Manager

Brooks Borden

Austin, TX ************@*****.*** C 917-***-****

SUMMARY

A dedicated and accomplished information technology professional, with extensive experience in project management, budget planning and administration, legal IT systems, software application management, PCI and SOX enforcement, IT strategic planning, Cloud Solutions, training and development of IT Security. A strategic thinker, known for developing and executing innovative strategies to optimize business operations, boost productivity, and control costs. Places emphasis on remote support of multiple technologies, both domestically and internationally, PMP Essentials certified

EXPERIENCE

EZCORP 4/2019- 12/2019

Senior Director of Infrastructure and Engineering

Managing IT group of SQL and Linux engineers supporting 7000 employees and 800 stores

Datacenter Migration to Azure cloud solution

Removed Oracle footprint and negotiated exit strategy

Initiated internal audits with CISO working with BDO for SOX & GDPR compliance to tighten up controls and deficiencies

Mange offshore team for all patching, security and service desk cleanup of breached tickets, server maintenance and support for DBA team

Managed Daily IT Operations teams

ACCRUENT Austin, TX (Company purchased by Fortive) 4/2018 – 4/2019

Senior Manager Cloud Operations

Managed Oracle and Linux Teams for all cloud-based applications in 10 Data center and 5 Cloud’s supporting a 12-software product Suite. Managing 2 teams, Oracle DBA’s in 3 countries and a Linux engineers. Consolidated several Data centers and Cloud footprint to reduce presence and reduce costs. Added KPI’s for measurability and performance improvement along with process review and improvement. Implemented ITIL and Agile best practice on several SaaS products. Also implemented several polices include environment identification with colored screens to reduce confusion and environmental errors

LF DISTRIBUTION HOLDINGS New York, NY (a Li & Fung Global company) 1/2016 – 4/2018

Director of IT Americas

Managed 5 teams supporting 1400 users in the US and Latin America with a 10-Million-dollar budget. Current staff of 5 directs and a total staff of 30 in the America’s.

Two data centers: NY & San Diego with 120 servers and 2 Net Apps

Supported Global security team to obtain ISO 27001 (2017)

Wrote and enforce KPI’s & KOG’s for all Business vertical and Hub operations

AWS cloud Migration and web hosting along with business vertical alignment

Unified ticketing system into global platform (Service Now)

Work with Hong Kong global infrastructure team on global redesign and Security

Renegotiated all circuit contracts to increase internet links and lower cost to support One Drive conversion

Moved service desk to Guatemala for a cost reduction of 60% and increased support hours and customer satisfaction

Responsible for global management of all Infrastructure and Operations for the Americas

Managed office 365 roll out for Americas along with moving EDI applications to cloud solutions (AWS)

Implemented performance matrix for measurability and built several support teams in the Americas while increasing services at reduced costs

Negotiating contracts to save and increase performance and reliability creating standardization in alignment with Hong Kong

COLLECTIVE, New York, NY 3/2013 –2/2015

Global IT Director

Responsible for all corporate IT infrastructures in 9 offices across 3 countries supporting 450 users managing a 1.6 Million budget.

Planned, initiated and executed all IT structure and AV build out for NY 10.3-million-dollar office expansion

Rolled out Active Directory and financial controls company wide

Created domain’s and trusts with US and International offices

Implemented IT standards on a global scale with a total staff of 9 (3 direct and 6 subordinates)

Wrote IT roadmap and budget structure for 2014 and reduced costs by 240K in first year

Stabilized internal network with new phone system and Meraki Switches with a full ROI of 21 months

Improved communications company wide with video conferencing, improved CEO town halls and better services for employees

Created Disaster Recovery procedure and infrastructure

Initiated customer service standards through measurable tools and improved support services and staff

Worked with CTO on client facing contracts to improved technical operations contracts and SLA’s

Revamped network firewalls to increase network speed through cloud based manageability while also initiating WAN acceleration with internet filtering using Palo alto and Meraki products

PROXIMO SPIRITS, Jersey City, NJ

Head of IT 3/2012-3/2013

Managed all areas of IT Infrastructure for corporate headquarters along with distillery and bottling operations around the US.

Manage 1.5 million budget (Capx & Opex) reporting directly to the CFO & CEO

Reduced operating cost by $100,000 in less than 6 months with the company by renegotiating company IT contracts

Improved customer service and satisfaction with IT department to a 97% rating in 6 months

Wrote and implemented IT procedures and policies to ensure financial compliance

Revamped Disaster Recovery procedure that allowed 48-hour full systems recovery after Hurricane Sandy

Implemented Citrix solution to allow remote access for SAP and other systems

Manage national support team with 2 direct reports and 4 technicians supporting 200 users

WALMART, NEW YORK TREND AND APPAREL OFFICE, New York, New York

Sr. Information Technology Manager (office relocated to AK) 8/2009-3/2012

Responsible for all areas of IT for New York trend and apparel office including application distribution (SMS), VoIP phones, video conferencing, desktops, and Macs. In addition, provided global inter-office support and strategy development.

Support all Executive Officers both based in NY and home office

Supervise staff of three engineers, who performed third-level daily support for all servers, desktops, and mobile devices, supporting 315 users

Increased network speed by 35%

Managed New York licensing and hardware compliance, updating SOPs as well as SOX compliance

Built out and updated current server room to industry best practices (PCI compliant)

Negotiated both software and hardware contracts, along with budget review

Beta-tested new software for Global IT environment; served as member of deployment team

Wrote disaster recovery and evacuation plan for New York office in conjunction with Senior Vice President and Executive Vice President

TICKETMASTER, New York, New York

East Coast Information Systems Manager 8/2007-2/2009

Supported 16 offices (500 users, BlackBerry peripheral devices, and four data centers). Oversaw SOPs and enforcement of both SOX and internal procedures. Reported directly to Vice President of Technology on weekly status reports for staff, ticket resolutions, outages, and high-profile incidents throughout the region.

Managed IT projects including centralizing file-share cluster, preparing and managing business continuity plans, and rolling out region-wide VoIP

Worked with 15 general managers and two regional vice presidents to maintain customer service levels and retain confidence in the IS group

Worked with corporate HQ to test new technologies, deployment, and development strategies

Increased and improved security of all remote systems to ensure data integrity and compliance

IPSOS NORTH AMERICA, New York, New York

PC Support Manager, U.S. Remote 3/2005-8/2007

TECHNICAL SKILLS

Applications: Service Now, Jira, Confluence, Sales force, air watch, SharePoint; Office 365, E1, B, Macola ERP, SAP,Cisco Call Manager, Oracle; Remedy, Dynamics ERP, Crystal Reports; Adobe (Full Suite); VPN Clients (Cisco, checkpoint, Palo Alto) MS Team VNC; Frameworks. SAP, Great Plains, ERP, Kaspersky, Solar Winds, Veeam, logic Monitor

Operating Systems: Windows - All Versions, MAC, Linux, Active Directory (LDAP), Kasper

Cloud service’s: AWS, Azure, Google, Oracle (OPS), Rackspace

Services: SAAS, IAAS, BAAS,

Server Systems: Exchange, NAS, SAN,SQL, NDS, Active Directory, Hyper V, WSUS, V-center, Apple Talk, Alteris, TCP/IP, DMZ, Pixie, Citrix, VMware, NetSuite, Intermedia, VOIP, Active Sync, Group policies

Hardware: HP, Dell & IBM V7000 Cisco & Meraki Switches, Lenovo, HP 3PAR, Riverbed & Fortinet WAN accelerators, UPS, Cable (CAT 5 & 6 and Fiber) Gigabit Ethernet, Wireless Cisco, Aruba,Ruckus, Aruba & Meraki Cisco Routers, Palo Alto, Fortinet & Meraki Firewalls, Netapp, HP 3 PAR, Riverbeds,

COMPLIENCE – SOX, PCI, HIPPA, ISO27001

EDUCATION NEW YORK INSTITUTE OF TECHNOLOGY, Westbury, New York, Advertising

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