JESUS CIGARROA

**** *******

Cellular 626-***-**** El Paso, TX., 79924

addfp0@r.postjobfree.com

MANAGER of TECHNOLOGY & SUPPORT SERVICES

A very resourceful and analytical individual who has worked in an IT Infrastructure environment for over +20 years. I have been certified in ITIL Foundation v3 with a focus on Service Management, Problem Management, Incident Management, and Change Management. Experience in Enterprise Architecture, Disaster Recovery Planning, Business Continuity Planning, Information Technology Infrastructure Library Process (ITIL), and application development, Waterfall, Capability Maturity Model (CMM) and System Development Life Cycle (SDLC). Possesses strong leadership and successful team building capabilities along with excellent technical, communication, presentation, and customer service skills. My work experience has demonstrated expertise and knowledge of implementing various projects which vary in size. I am well-informed in utilizing CMDB (Configuration Management Databases) and has demonstrated this experience in my various positions with Children’s Hospital Los Angeles, Kaiser Permanente, MediaShift, VACO Technology and Southern California Edison.

Career Achievements

• Created a CMDB which was beneficial during the Central Office infrastructure upgrades project which I managed, resulting in improving voice and data communications.

• Managed a project to install network cabling to industry standards during renovation projects for remote offices. Delivered technical briefings, project, and budget plans to customers and IT management.

• Managed a team of 30 software and hardware specialists and a 7 million dollar budget in the successful relocation of a remote office which included building a CMDB for the infrastructure that was built from the ground up, setup of security systems, the design of wireless LAN/WAN network, and installation of Audio Video Conferencing equipment. Project completion was on budget and ahead of schedule. Managed and coordinated network operation efforts, IT planning, security, and other technical areas.

• Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.

• Created Business Cases for new product developments to achieve executive sponsorship

• Developed a SW CMDB that enabled me to contribute to Manage System Development Lifecycle from strategic planning to full deployment

• Leveraged the CMDB to developed a complete Disaster Recovery Plan to cover a complete system failure and designed an alternate work site in case primary place of business wasn’t available

• Followed departmental procedures to purchase, configure, and install new and recycled Configurable Items (CI) hardware systems, maintaining corporate standards for system compatibility.

• Regularly received numerous commendations and awards from all levels of management and executives.

Professional Background

Children’s Hospital of Los Angeles August 2015 to August 2019

IS Manager

Responsible for keeping day to day 24/7/365 operations running which include but not limited to scheduling team members for projects A/V events, hiring new team members, hiring team members for projects, and approving the disbarment of equipment all while maintain an aggressive Service Level agreement for all incidents and service request. Oversee a staff that has fluctuated between 8-30 due to ongoing projects(contractors and fulltime staff).

• Partnered with IS Manager to develop a new support plan in order to reduce items in team members queues in order to increase productivity, keep Service Level Agreements (SLA), and sustain a work load balance across all team members.

• Reduced the numbers of escalations from Service Desk to IS Management and from Clients to Senior Management.

• Developed a partnership between Service Desk in order to provide better support for CHLA Staff.

• Developed a weekly report to track incidents/service request assigned to team members and track what is being resolved by team members. This report rolled up to a monthly and yearly report.

• Partnered with Project Lead to assign Operations Team members to projects to ensure all projects were being completed on time and on budget.

• Key contributor to develop team members in order for them to get promoted to internal positions within the IS position and increase team moral which resulted in higher scores within employee surveys.

Kaiser Permanente June 2014 to August 2015

Application support (consultant)

Responsible for providing post go live support for their Electronic Pharmacy Information System (EPIMS). Position requires me to travel to different Regional Operation Cities (ROC’s) and support staff on EPIMS and provide daily reports to management and executives regarding roll out progress and potential problems. Reporting is done twice a day. In addition, work with a team of 4 at each pharmacy to ensure they are providing adequate support and coordinate activities amongst the team members. In addition, assisted with the “Intellicab” roll out. Project created a CI for every prescription and was tracked by a CMDB database. Software and hardware were provided by GSL Solutions, Inc.

• Partner with the Pharmacist in charge to place focus on team members that need additional training on EPIMS.

• Train Staff on additional reporting aspects of EPIMS.

• Partner with the NOC to ensure incident reporting is compliant with HIPPA regulations.

• Partner with GSL (Vendor) to ensure all infrastructure was in place to hold prescriptions.

• Ensured disaster recovery process was in place in case of network outage to ensure pharmacy could still sell prescriptions.

• Experience in line management via qMatic systems being used in the NW region of Kaiser’s Service Area

MediaShift, Glendale, CA August 2013 to February 2014

I.T. Manager (consultant)

Responsible for creating and overseeing a CMDB for day to day operations in delivering on line advertisement via AMP appliance or rGx net boxes. Held a daily SCRUM meeting to ensure all deployments and issues were being addressed and became the Release Manager (ITIL) in order to streamline new code release and improve communications amongst all three MediaShift Offices (New York, Glendale and Newport). In addition I oversaw and brought to operation the Network Operations Center (NOC) located in Pune, India. They are responsible for monitoring the backend infrastructure to ensure MediaShift is able to deliver advertisement in a timely fashion.

• Managed multiple deployment projects by partnering with both internal and external team members and stakeholders. This was accomplished by maintaining a daily log of all issues and deployments to assist in the leading of a daily SCRUM meeting. By using these Agile/SCRUM techniques I was able to reduce the deployment issues by half in a matter of 3 months.

• Operationalized the NOC in Pune India by creating a 24/7 monitoring center. Evaluate processes to schedules and optimize work flow consistent with ITIL methodology.

• Created process and procedures for the NOC to ensure that our systems were available 24/7 and developed a status report to ensure all involved parties were informed of any issues that the backend system may have encountered.

• Acted as the Release Manager (ITIL) in order to streamline all code releases and ensure proper communications across the entire company. Part of the duties was to ensure proper documentation was completed prior to the CAB meetings, created an escalation process and ensure a log was maintained for all request going to the CAB members.

VACO Technology Services, Torrance, CA May 2013 to August 2013

I.T. Manager (consultant)

Oversaw the work of 11 Desktop Support Technician’s responsible for day-to-day operations. The team is responsible for all new employee setups, move add changes, and incident resolution.

• Help with planning scheduling, reporting, delivering protocols, knowledge mgmt. Specifically in the desktop / tech field support areas. Developed Standard Operating Procedures (SOP) for Knowledge Base.

• Established work load balances by establishing this process it allowed work to be more evenly distributed amongst the team members. This process also ensured that not one team member wasn’t focused on just one technology (e.g. the team didn’t have just one Mac specialist all team members were required to learn all technologies supported).

• Performed Project Management for all move, add changes. Responsible to update the Configuration Management Database (CMDB) working closely with multiple teams that were comprised of technical, department and business managers. Developed a test plan to ensure all new cabling/connectivity was working properly.

Southern California Edison, Rosemead, California 1996 to 2012

I.T. Manager (2009 - 2012)

Leadership experience in Desktop and service desk areas. Managed and developed a dedicated Support Services Team of 12 team members in supporting day-to-day information technology operations of 12 business units, effecting the periodic deployment of key software and hardware, and all facility driven system hardware logistics. Very good proven management accomplishments which are listed below but not limited.

• Designed the network to connect the San Francisco and Sacramento office to connect to Corporate Headquarters located in Rosemead.

• Reduced long-standing day-to-day operation problems which minimized risk of new issues and restored the confidence of department executives in IT Support Services effectiveness while keeping labor costs over $100,000 below budget.

• Partnered with peer groups in order to ensure technology met the established 99% up time. This included ensuring we employed network balancing on servers and routers/switches and maintaining hot swappable equipment.

•Effectively managed a multi-disciplinary team of twenty including outside vendors in building Voice over Internet Protocol (VoIP) system and generating a hard dollar project cost savings of over $100,000.00.

• Designed, budgeted, and implemented the hardware and system architecture infrastructure for the San Francisco Office at a hard dollar savings of over $90,000.

• Met regularly with Executive Vice President, Senior Vice President and Key Business partners to discuss Portfolio Management and Help with planning scheduling, reporting, delivering protocols, knowledge mgmt. Specifically, in the desktop / tech fields including delivery to address business needs for all active projects including incident management. This allowed to the contribution of creating/modifying Service Level Agreements (SLA) and Key Performance Indicators (KPI) which were discussed with key Business Unit Directors and managers. .

• Established relationships with external vendors in order to complete projects on time including purchasing I.T. equipment at a cost savings which helped in managing the procurement budget for Law and Regulatory Affairs.

• Deployed and managed various telecommunications technology (Siemen and Cisco phone systems, mobile and satellite phones)

• Managed servers and team members providing support for all servers (Windows, VMWare, Backup and database servers) including controlling access due to attorney client privilege and NERC/FERC requirements.

Technical Lead (1996 - 2009)

Ensured that all assigned day to day IT operations were timely and satisfactorily addressed and served as a resource and technical expert to less experienced team members. Knowledgeable in computer software and hardware implementation procedures required to deploy various Microsoft products including Microsoft Office and Microsoft Window (XP and 7). Demonstrated ability to analyze, evaluate, and resolve hardware and software conflicts. Establish a department standard for hardware and software across the department.

• Selected the four team members for the Law Dedicated Support Services (Law-DSS) team responsible for the testing, approving, deploying and maintaining all Law and San Francisco IT applications and technologies including phone systems.

• Supervised a collaborative team of ten across Information Technology during the Data Center Optimizations (DCO) project that affected all Law Applications (FileNet, Pyramid, Corporate Law Pack, and Whiteboard) including Law Web Applications and forms (Claims Management System and Workers Compensation Injury Report Form).

• Supervised five technicians in upgrading all hardware and software in the SCE Law Department and San Francisco office. The software upgrade included upgrading the Operating System from Windows 98 to Windows XP.

• Developed an IT Process that addressed trouble tickets and simple requests according to agreed upon Service Level Indicators between Law and IT management

• Developed, implemented, and managed the team of 5 technicians and one outside vendor to open a remote office. The plan included new phones, computers, and network systems including cabling.

• Participated in teams that were assembled to resolve problems with critical software applications for organizations within Edison, and all other Law and San Francisco applications and network systems.

• Contributed to the development of a System Development Life Cycle (SDLC) process for cost effective upgrades of existing systems and the addition of new systems needed by the SCE Law Department.

• Established regular monthly meetings with key department management to understand and prioritize immediate and critical IT needs and upcoming projects and evaluate support services team effectiveness.

• Coordinated a comprehensive inventory and updated record of all SCE Law Department technology including smart phones, desk top and laptop devices, peripheral hardware, and network locations.

Education

Bachelor of Science, Telecommunications Management, DeVry,

Certifications

• Essential tools for Managers and Supervisors

• Effective Business Writing

• Leadership Foundations

• Foundation in I.T. Service Management (Change Management & Release Management), ITIL Certification, Irvine, CA.

• Project Management (Certification), Capability Maturity Model, UC Irvine

• IT Financial Planning (Certification), Capability Maturity Model, UC Irvine

• PMP Certification (In Progress all PDU’s have been completed) .

Computer Skills

• Desktop/Laptop Hardware and Software, Lotus Notes Mail/Calendar, Lotus Notes Traveler, Microsoft OS (7, 8, 10), Mac OS, Microsoft Server, Microsoft Office (Access), Microsoft Outlook, Microsoft Visio, Microsoft Project, Microsoft SCCM, Audio Video Equipment, Network Infrastructure Design, iPads, iPhones, Blackberries, Peregrine Service Center, Service Now, HP Service Center, Tivoli, Kofax, Fujitsu Scanners, Adobe, VPN Solutions (Odyssey, Microsoft), remote tools(Tivoli, SCCM, LogMeIn).

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