Manager Service
Resume:
DEMITRI PEVZNER
IT Infrastructure Manager
Buffalo Grove, IL, 60089
adde1d@r.postjobfree.com
OBJECTIVE
I’m a seasoned IT Infrastructure Manager with over 12 years of hands on technical experience in Service Desk and Infrastructure environment, as well as lean team management. Currently pursuing a Master’s Degree in Information Systems Management with concentration in Security. Academic curriculum includes IT Governance, regulatory compliance, risk management, accounting, and organizational behavior studies.
PROFESSIONAL SKILLS
Agile: Scrum
SLA management and KPI tracking
Regulatory Compliance
Asset Lifecycle Management
Microsoft Planner, Trello
Data Flow Diagrams
Win 8.1, Win 10
CentOS Linux
MS Server 2008, 2012 R2
MS Hyper-V 2012, oVirt
DHCP, DNS, Active Directory, Exchange Online
Mitel 3300 PBX
Manage Engine: Desktop Central
Solar Winds: Dame Ware, User Device Tracker, Server & Application Monitor, LEM
EuroSoft Hardware Diagnostic, BartPE, UBCD
PRTG Network Monitor, WireShark, Nmap
MDM: Intune, Apple Business Manager
EXPERIENCE
February 25, 2019- April 30, 2020
Role: IT Infrastructure Supervisor
Employer: IBS/ Delta Dental of IL
Recruited, motivated, and trained a lean team of four in daily operations, supporting core business systems and appliances, as well as deskside and remote user support. Ensure quality of service remains consistent, improves where need is identified.
Compiled and revise training plans for direct reports based on business need. Utilized multiple training platforms such as Linux Academy and Udemy to ensure team’s capability scope aligned with business need. Assisted in coordinating travel to conventions relevant to improving business operations.
Utilized Paycom to track direct report PTO, available vacation time, and attendance, ensured team coverage to support business operations.
Ran bi-weekly and monthly reports to monitor and ensure adherence to SLA. Tracked direct report adherence to KPIs, adjusted process or individual performance to improve quality of service delivery.
Reviewed logs and ticketing trends to proactively address emerging issues, identified potential training gaps for business users.
Documented, diagrammed, analyzed, and revised current service delivery and workflow process based on feedback and analytics.
Assisted in implementing tactical strategy put together by Director of IT, CIO, and C-level management prior to integration into NorthWinds.
Engaged in active inter-departmental dialogue to garner feedback on performance and satisfaction with department leads and key stakeholders. Work to maintain and reinforce vertical and horizontal communication channels between Infrastructure team and business leadership.
Assisted with prioritization and re-initialization of delayed projects based on importance and impact to business mission and strategy.
Implemented Agile based approach to team management. Utilized daily standups and recurring feedback to ensure strong communication and consistent visibility of ongoing project status, challenges, and milestones. Worked to elevate transparency and visibility to leadership and stakeholders.
Validated and coded invoices, ensured accuracy of charges, worked to ensure operational cost effectiveness by researching additional vendors, comparing costs, reducing redundant or unnecessary services where possible.
Leveraged 3rd party vendors such as CDW and SHI to acquire subject matter experts for business platform exploration and project viability.
Actively participated and engaged in DR testing, SOC, and HIPAA compliance and auditing, assisted in maintaining live documentation. Assisted in mitigating risk in findings, implementing effective controls where appropriate.
Maintained and updated Disaster Recovery and Business Continuity plans prior to integration into NorthWinds. Ensured that all contact and vendor data was to date. Participated in bi-annual review and revision of documentation.
Participated in the company’s Cultural Committee panel to assist with employee engagement strategy, developing a value based culture more conducive to growth, learning, and nurtured citizenship behavior.
Participated in the company’s Strategy and Leadership workgroup, assisted in formulating strategy to foster a greater sense of trust and collaboration between leadership and NorthWinds staff.
July 17, 2013- February 22, 2019
Role: IT Infrastructure Manager
Employer: Bureau Van Dijk/ Moody’s Analytics
•Recruited and trained one direct report along with two cross-trained team members to assist in managing and maintaining business operations and service delivery to on premise and remote users.
•Provided support and service to five BvD branches across North and South Americas, ensuring availability of operations-critical applications, infrastructure, and user endpoints.
•Managed asset acquisition, distribution, configuration, deployment and installation, decommissioning, and warranty management across BvD Americas.
•Managed, maintained, monitored, and ensured uptime of all Americas operational assets from user endpoint devices to operational hardware and software.
•Engaged, researched, and acquired 3rd party services, software, and vendors based on operational requirements. Worked to ensure cost effectiveness by reducing redundancy and unnecessary service, researching vendors with lower cost while maintaining quality of service.
•Oversaw setup and infrastructural changes to all BvD Americas offices.
•Created and modified SOP documentation from logical network topology and data flow diagrams, to daily business operations processes. Worked to adjust where necessary to improve effectiveness.
•Provided in-house training to Service Desk and Customer Service teams on topics ranging from Microsoft products to A+ technical curriculum.
•Assisted in infrastructural integration projects following acquisition by Moody’s Analytics to help facilitate smooth transition.
Primary Accomplishments:
•Implemented a SpiceWorks ticketing and inventory management solution, allowing the IT Department to quantify time and resource allocation, accurately project quarterly refresh costs, and foster effective utilization of company resources. Monthly metric reports to management created greater transparency and allowed for greater return of value to the business.
•Implemented automated inventory allowing for tracking of assets throughout their lifecycle, including location, warranty status, software licensing, maintenance work performed on each device, and value depreciation based on a 3-4 year refresh cycle.
•Implemented PRTG network monitoring solution across all North Americas offices, ensuring proactive response to most networking issues, and improved uptime.
•Created deployment and configuration templates for endpoint and infrastructure devices, helping mitigate errors, improve speed of the process, ensure consistency, and added another layer of assurance to quality of service through documentation.
•Facilitated migration of on-premise VoIP solution to Mitel’s cloud-based IaaS service, converging all 3rd party analog and PRI services onto Mitel's cloud platform, reducing cost of service and maintenance, downtime, and improving availability through cloud ubiquity.
January 23, 2013 – March 15, 2013
Role: IT Specialist
Employer: Aim Consulting, Walgreens
•Provided Tier 2 desk-side support for Walgreens corporate staff.
•Assisted in imaging, troubleshooting, running hardware diagnostics, and maintaining company PCs.
•Managed on site and remote deployment of critical software.
•Managed user IDs and group permissions in Active Directory.
•Assisted in troubleshooting Cisco Connect Anywhere and VPN connection issues.
•Enrolled user iPhones in MDM AirWatch for access to end user Outlook resources.
•Backed up and recovered user Blackberry data, register user Blackberry phones to local Enterprise Server.
March 2012 – January 23, 2013
Role: IT Specialist
Employer: Express Employment, INC/Pharmedium, LLC
Provided Tier 1-3 remote and desk-side support for on-site and remote staff.
Assisted in imaging, troubleshooting, running hardware diagnostics, and maintaining company PCs.
Migrated user data from WinXP to Win7 machines.
Ensured smooth user transition between WinXP and Win7, and provided user with training as required.
Troubleshot various printer issues including jams, fuser/toner replacement, network connection failure, and maintenance kits.
Made HD images of critical user PCs for archival purposes.
In event of HD failure, assisted in diagnostics and data recovery.
Ran hardware tests and diagnostics, making recommendations on reimaging and replacement.
Inspected and deployed company assets including desktops, laptops, and iPhones to Memphis, TN, Sugarland, TX, and Cleveland, OH, factories.
Managed warranty and part replacement issues with vendors.
Assisted in troubleshooting Citrix, Great Plains 2010, and RSA security software.
Worked on a project to migrate basic workstations from Windows OS to Ubuntu Linux.
Primary Accomplishments:
Created more efficient templates for the staff’s PC deployment checklist, and troubleshooting sheet.
Created batch scripts to assist in gathering pc data to simplify the PC inventory process.
Aug 2007 – February 2012
Role: IT Specialist
Employer: Decypher Technologies, INC/Dental Evaluation and Consultation Services
Provided Tier 1-2 remote and desk-side support, ensuring that all laptops, desktops, and peripherals were functioning properly.
Managed warranty and part replacement issues, swapped out damaged components when required.
Performed system re-imaging and software installations.
Stood up and networked lab workstations for the USAF DECS research and testing laboratory.
Maintained and troubleshot LAN connection between various lab workstations and lab equipment.
Set up, monitored, and maintained local network printers, replaced toner cartridges, troubleshot and resolve paper jams.
Served as the go-between between the USAF DECS staff, and the BHT1 IMO department in all matters related to system updates, major system changes, large scale service requests, and Tier 3 issues.
Coordinated acquisition of new IT assets.
Managed and supported the existing Continuing Education program, continuously work on means to simplify and improve the testing, data collecting, and data sorting process.
Primary Accomplishments:
Assisted in standing up existing equipment following relocation of DECS from Great Lakes Naval Base, IL to Ft. Sam Houston, TX, ensuring 100% compliance with Army standards.
Assisted in standing up and maintaining MiPacs intranet for the DECS radiology lab, running and maintaining the dental radiology server.
Tasked with facilitating the gradual transition of the current online CE testing system to the DOD MedLearn system.
EDUCATION
Bachelor of Science in Computer Graphics and Animation
2001 – 2006
DePaul University, Chicago, IL
Master of Science in Information Systems Management, Concentration in Security
Expected Graduation Date, 7, 2020
Keller School of Management, Chicago, IL
CERTIFICATIONS
Microsoft MCSE Certified, License G758-3472
PearsonVUE CCNA Certified, License CSCO12646896
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