Brian Morales

Port Saint Lucie, FL 772-***-**** addcdn@r.postjobfree.com linkedin.com/in/brian-morales-462b535

IT Service Manager

IT Infrastructure – Network & Security – Systems Operation

Helpdesk Support

Data Migration

Technology Services

Technical Solutions

IT Management

Network Engineering

Application Security

Disaster Recovery

Team Leadership

Stakeholder Management

Detailed-oriented information technology professional with a 20+ years’ experience defining technical solutions in-line with business strategies.

Success leading on-site/off-site technical teams, improving morale and honing team talent. Accomplished in reducing waste, as well as system outage and downtime.

Adaptable and comfortable working in fast-paced, highly-regulated environments, and shifting priorities mid-stream in-line with stakeholder requirements.

Diverse industry experience with key emphasis on enterprise information systems management, systems analysis, Agile and ITIL methodologies, and service excellence.

Excellent interpersonal and communications skills, leveraging strengths in talent development, team leadership, cross-team collaboration, and project management.

PROFESSIONAL EXPERIENCE

Florida Power & Light (FPL) Jupiter, Florida 2015 - 2020

INFORMATION TECHNOLOGY MANAGER

Provided technical support and leadership across four state regions comprising 36 service centers, managing all aspects of customer case escalations, and technology incidents. Managed disaster recovery plans and processes, establishing strong disaster recovery policies. Oversaw release management, working collaboratively with intra-departments to identify, document and analyze business processes and improve overall application efficiency.

Project Management: Led all project stages for portfolio of 160+ applications, including technology evaluation, support, development, implementation and maintenance.

Ticket Management: Reduced outage management remedy tickets by 72% as well as helpdesk calls and misreported BMC remedy CPIs service tickets by 20%.

IT Support: Improved software development lifecycle (SDLC) maintenance across outage management application by 366%. Rolled out user acceptance testing (UAT), enhancing releases and decreasing bug fix requests by 50%.

Allergan PLC Sunrise, Florida 2015 - 2015

SENIOR MICROSOFT INFRASTRUCTURE ARCHITECT

Oversaw and implemented infrastructure architecture execution, collaborating with cross-functional teams.

Systems Support: Administered systems engineering, Level 3 support, and service delivery for all technology needs across 60 countries. Reduced Level 3 tickets by 18% by revamping documentation to improve client follow-up.

C&W Enterprise Inc. Stuart, Florida 2015 - 2015

MANAGER, TECHNICAL SERVICES AND PROJECTS

Defined IT roadmap and business objectives, managing a technical team and providing internal/external support.

Best Practices: Established industry best practices, ensuring helpdesk staff complied with service level agreements.

Synergy Technical Solutions Corporation Boca Raton, Florida 2014 - 2015

MANAGER, INFORMATION TECHNOLOGY

Oversaw all IT functions for 25+ desktop users and 1,500 mobile technical support users across the U.S. Defined strategic and tactical roadmap of IT initiatives, recommending technology solutions to drive optimization. Negotiated all IT vendor contracts and compliance.

Project Management: Spearheaded new backup migration project to NAS storage, increasing backup time by 78% and reducing monthly maintenance downtime by 70%.

Robert Half Technology, Insight Global, TEKsystems North Miami, Florida 2013 - 2014

IT CONSULTANT

Completed a wide range of IT assignments, providing technical support to clients and ensuring compliance with relevant regulations, including HIPPA, PCI, and SOX.

Service Level Agreements: Developed, implemented and monitored service level agreements (SLAs) with cross-functional teams, including stakeholders and vendors.

Medco – Liberty Medical Inc. Port St. Lucie, Florida 2005 - 2013

MANAGER, TECHNOLOGY SERVICES

Provided technical support across to cross-functional teams in the Americas and globally, managing technical issues pertaining to product development and support. Owned technical data; and coordinated, troubleshot and tested applications. Drove optimal performance, reviewing metrics and aligning key priorities. Defined project scope and planning, developing strategies to improve procedures in servicing products. Managed third-party vendors and agreements, avoiding costs and enhancing overall global IT system infrastructure performance.

Project Management: Led all stages of $1.5M NAS (CIFS) library data migration project comprising 64 terabytes. Facilitated global endpoint security protection project comprising 32,000 endpoints. Managed various projects concurrently, namely data consolidation, virtualization, and endpoint security.

Data Migration: Reduced expenditures by 60% and decreased footprint, environment and support by planning, coordinating, and assisting with three data farm consolidation projects from Microsoft physical servers to VMware ESXi hosts over a 10-month period.

Helpdesk Support and Training: Created and introduced operation escalation procedures; and trained helpdesk personnel on new endpoint security software, eliminating need for third-party vendor support of Tier 1 and Tier 2 and saving $70K annually.

Systems Administration: Managed and maintained Microsoft Windows Servers (2000/2003/2008 64/32bit environment) across 14 remote locations both nationally and internationally.

Additional experience as IT Instructor, Senior Microsoft Systems Engineer, and Dell Technical Support Manager.

TECHNICAL PROFICIENCIES

Operating Systems:

Windows 2000/2003/2008/2012/2016/XP/Vista, Win7/Win8/Win10, Android, Blackberry, iOS.

Software:

AppDynamics, JIRA/Confluence, Symantec Endpoint Protection, Backup Exec, MacAfee, Bitdefender BD Tools, Active Directory, Group Policy, Microsoft Exchange, Forefront, Proofpoint Essentials, Barracuda, IronMail, Terminal Servers, Quicken, Sage, Security, IDS, IPS, NID, Cisco VPN, Citrix Metaframe/XenApp, Veritas Backup, VMWare, Hyper-V, EMC Unisphere, Script Logic Secure Copy, SolarWinds LEM, Microsoft Office 365, Azure, CommVault, Veem, NTP QFS/NAS, Iwatsu, Microsoft SCOM/SCCM/SCADA/ Remedy, SAP CRM.

Hardware:

Dell Servers, HP Servers, IBM Servers, Blade Servers, Hybrid Cloud, EMC NAS, SAN, Tape, VNX Storage, Cisco Networking, Cisco UCS, Wyse Terminals, F5 BIG-UP, Barracuda Web Applications Firewall.

EDUCATION AND CERTIFICATIONS

Bachelor of Science, Information Technology Management Sheffield State University Sheffield, Global 2014

Bachelor of Science, Information Technology Security Western Governors University Salt Lake City, Utah 2012

United States Army Fort Jackson, South Carolina Discharged in 2000; Awarded Army Service Ribbon

Certifications

ITIL v3 Foundation SAFe Certified Scrum Master Certified SAFe Agilist (SA) SAP Certified Technology Associate

Microsoft Certified Systems Engineer Microsoft Certified Systems Administrator Microsoft Certified Professional

Microsoft Certified Technology Specialist Microsoft Certified Solutions Expert

Symantec Certified Endpoint Protection Specialist CompTIA Security+ Professional CompTIA Server+ Professional

CompTIA Network+ Professional CompTIA Project+ Professional CompTIA A+ Professional

EMC Celerra NAS Specialist CTW Certified Internet Web Professional VMware vSphere v5.0

Professional Development

HIPPA Security Certification Lean Six Sigma Yellow Belt

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