Support Manager

Phone: 214-***-****

E-mail: *******@*****.*** Richardson, TX 75080

RESUME SUMMARY:

An engaging technology steward that thrives on crafting practical solutions to address business needs. A “Great Listener” that also possesses the ability to articulate technical value to stakeholders (users, technologists, and management). An exceptional team player and motivator capable of fostering the creativity and resourcefulness of others. Direct report accountabilities have included VP, President, and C-level management.

INDUSTRIES:

Semiconductor / IT Consulting / Banking / Telecom / IT Outsourcing & Managed Services/ Healthcare

PROFESSIONAL SUMMARY:

Excellent communication and relationship management skills

16 years of IT infrastructure design, implementation, and management (includes SaaS, IaaS and PaaS)

14 years of disaster recovery and business continuity planning experience

17 years of System Administration experience (includes UNIX, Linux, MS Windows, and VMware)

15 years of E-Business application implementation and support experience (includes Oracle E-Business Suite - ERP, CRM and E-Commerce)

11 years of fiscal planning and budgetary management expertise (includes P&L responsibilities)

A proven track record of managing project-based deliverables (includes Proof of Concepts)

10 years of Data center migration, transformation, and consolidation (includes Global Cloud solutions)

EDUCATION:

Bachelor of Science in Biology w/Chemistry and Computer Science focus

TEXAS SOUTHERN UNIVERSITY - Houston, Texas

ACCOMPLISHMENT HIGHLIGHTS:

Fujitsu America Inc. –

Provided innovative technical leadership for a broad spectrum of both internal and external projects serviced by the Office of the CTO. Engagements’ project roster included multiple client data center cloud migrations, transformations, consolidation projects, contributions to Fujitsu’s Private Hosted Cloud deployment initiative, data center assessments, servicing sales pursuits, and designing solutions for the Office of the CIO.

DKT Services, Inc. –

Successfully led large scale (included 700+ UNIX servers) data center infrastructure transformations and migration projects. Designed, deployed, and managed multi-tenant E-Business hosting environments for ITO clients. These clients included Electronic Data Systems, Northrop Grumman Corp., and domestic and international government clients. Managed an enterprise consolidation project for a mid-cap corporate merger located in Canada.

NetHawk Corp -

Bolstered and reengineered IT infrastructure (capacity, security, performance, and skill/tool-sets) to achieve corporate growth initiatives. Implemented production process automations that realized a 43% reduction in cycle time which were strategic to accomplish company’s profitability and merger objectives.

Vari-lite, Inc. –

Consolidated, re-engineered, and upgraded IT resources to meet cost, service efficiency and capability objectives. Led Oracle CRM and ERP implementations. Contributions helped prepare and propel the company through an IPO.

Texas Instruments, Inc. –

Transitioned legacy production data acquisition and management IT infrastructure to a distributed architecture environment optimized to support a semiconductor design and manufacturing facility.

EXPERIENCE:

Xoriant Corporation, Sunnyvale, CA 8/19 – 9/20

IT Technical Services Provider – Consulting

Sr. Infrastructure Architect (Citi Bank)

Partnered with business leaders, developers, engineers, and production support teams to provide design guidelines, impart knowledge on technical trends and served as a Subject Matter Expert on various architecture disciplines.

Lead infrastructure architecture solutioning and strategy development efforts across multiple enterprise architectures and business platforms.

Defined and implemented infrastructure standards, process, patterns, workflow, SLAs, SLOs.

Designed reference architectures, generate infrastructure solution costs, and enforced Citi solution patterns compliance with governance and compliancy standards.

Leveraged IaC tools in collaboration with Dev/Ops teams to expedite solution deliveries.

Developed high level infrastructure solutions that incorporate strategic target state architecture and standards to maximize performance, capacity and minimize total cost of ownership.

Collaborated with the application owners to develop and update comprehensive DR strategy for the line of businesses across a global enterprise.

Provided expertise in architecture and deployment strategies leveraging cloud services (SaaS, PaaS, IaaS) in support of “Run the Bank” and “Build the Bank” projects.

Supported UNIX and Windows technologies, including database, messaging, and web platforms, with a strong focus on systems implementation planning and engineering.

Solutioned BIG data and Integration technologies like AbInitio, Kafka, Apache Ignite, IBM MQ and Rabbit MQ.

DKT Services, Inc., Allen, Texas 1/19 –8/19

IT Technical Services Provider - Consulting

Technical Services / Solutions Consultant

Provide technical and solutions architecture services encompassing the following areas of focus:

Enterprise Architecture as a Service (IaaS, PaaS, and IoT)

Transformation Project Oversight

Disaster Recovery / Business Continuity Planning

Fujitsu America, Inc., Richardson, Texas 4/11 – 11/17

Information and Communication Technology Products, Solutions, and Services – Technology

Senior Solutions Architect

Devised technology appropriate solutions to address the needs of clients. Functioned as the technical lead and primary point of contact for working with customers to transform their enterprise landscape. Supported on-prem and cloud-based data center migration, transformation, and consolidation projects. Effective in developing and nurturing business ties with clients by listening to their needs and concerns and collaborated with the delivery teams to deploy solutions.

Services performed include:

Architectural lead for a successful multi-sited migration and transformation projects valued at $50M + Total Contract Value.

EXPERIENCE: (continued)

Collaborated with sales pursuit teams on customer engagements to assess and analyze current and future state technology to business alignment needs

Counseled and supported bid management teams on proposal creation and financial construct

Created standardized infrastructure architectural artifacts (Low-Level Designs, High-Level Designs, Bill of Materials, Statements of Work and vendor documentation) and transformation roadmaps to end-state architecture to meet business objectives

Defined the overall solution approach and articulated the solution’s risk and mitigation strategies to stakeholders

Provided solution oversight for enabling teams (technical architects, delivery managers, SME(s)) to ensure solution delivery and serviceability

Conducted data center and site assessments for internal and external customers (Disaster Recovery, Green IT, Cloud Readiness, Environmental, etc.)

Developed solution presentations and collateral and performed on-line and in-person customer presentations

Guided globally executed integration projects by working with multiple towers and matrixed teams

Communicated the salient solution features and benefits and their business value to our customers

Delivered cost effective technology solutions to international and domestic government entities and corporations

Lead Proof of Concept projects to validate and improve solutions as part of continuous improvement process

Mined information from customer engagements to identify and target opportunities to expand services and solution’s offerings (inc. DRaaS, UCaaS, BaaS…)

Worked with corporate partners to craft, validate and deploy innovative composite solutions

Piloted solutions through internal review and approval processes (technical, compliance, and financial reviews)

Crafted and refined solution cost models to service enterprise pricing strategy

DKT Services, Inc., Allen, Texas 3/06 – 3/11

IT Technical Services Provider - Consulting

Principal / Service Delivery Executive

Solutions Center Management – (HDS)

Service Delivery Management – (EDS), (ABeam), (BCBS)

Managed technical services consulting engagement projects and Solutions Center operations (Hitachi Data Systems). Architected, deployed, and managed multi-tenant E-Business hosting operations (i.e. IaaS) for outsourced customers (inc. Electronic Data Systems). Tandem with VAR(s), RHIO(s), and IT Outsource providers to craft and deploy cross-functional technology solutions to address clients’ business needs.

Needs Assessment and Discovery

Proposals

Technical and Budgetary Presentations

Client Relationship Management

Capacity Planning (inc. Tiered Storage Mgt.)

Business Continuity and Disaster Recovery Planning

Program/Project Management

Data Center Operations & Build-outs

Platform Provisioning & Virtualization

IT Operations and Governance

System Hardening and Enterprise

Security

Infrastructure Design and Automation

Application and System Evaluations and Validations – inc. Proof of Concept

EXPERIENCE: (continued)

Services performed included:

Directed global teams of dedicated and leveraged IT resources (i.e. network engineers, architects, SME(s), PM(s)), and collaborated with PMO and management to achieve service delivery goals.

Provided strategic and tactical planning and management of technology solutions deployment and support. Solutions scope includes ITIL driven Data Center Operations and Transition Management, Infrastructure and Platform Management, Security, and Application Portfolio Management (inc. EMR).

Solutions Center management for Hitachi Data Systems. Scope of responsibilities included managing proof of concept projects (storage), data center operations, and solutions’ staff to service customers’ business needs supporting pre-sales cycle account pursuit efforts.

Performed process and operational gap analysis to assess and manage risk(s)

Staged, integrated, provisioned, secured, and validated web hosting platforms supporting an extremely large municipal client. This effort involved rolling over 800 servers (UNIX, MS, MAC, and VMware) to a “Steady State” production status.

Comprehended complex technology issues and communicate their merits and risks to customers, peers, lay-staff, and management. Analyze and oversee SOW(s) and manage vendor relationships.

NetHawk Corporation USA / IpNetFusion, Inc., Richardson, Texas 7/04 – 1/06

Network Analyzer and Stimulator Tools Manufacturer - Telecom

Director of Information Technology

Managed the company’s global IT organization, telecom system platform production (configuration, assembly and test, and technical services activities), and provided supply chain management and logistics support.

Directed a multi-disciplined / multi-sited team of technology professionals.

Provided financial management including accountability for the department’s performance to budgets and technology development.

Engaged and supported business stakeholders in a strategic capacity by identifying new and innovative applications of information technology while also ensuring the consistent delivery of resilient high-performance core IT services.

Supplied strategic and tactical planning throughout enterprise to elevate operational efficiencies and ROI

Established and maintained enterprise service level agreements (SLAs) as per ITIL service management framework (metrics focused)

Managed support and maintenance agreements for systems and applications

Implemented business continuity planning and enterprise disaster/recovery strategies and policies (ILM)

Ensured data integrity, availability, and security within a SOX compliance focused enterprise infrastructure

Identified, prioritized, and executed IT audits to address business needs and policies. This IT governance process was revised as necessary to meet fundamental as well as emerging issues to ensure compliance.

Managed staff’s hiring, firing, job performance reviews, career development, and training

Facilitated Data-Center build-outs, consolidations, and relocations

Researched, reviewed, and deployed technical solutions in support of corporate initiatives

Collaborated application/product development and technical support efforts with onsite and off-shore (India) R&D groups

Provided technical support and management of R&D laboratory’s resources supporting embedded application development (inc. 130-unit Linux based telco blade server farm)

Services performed include:

Risk management and enterprise security

EXPERIENCE: (continued)

Vendor management (Product procurement, support contracts, etc….)

Technical and budgetary presentations

Application portfolio and system develop lifecycle management (SDLC)

Enterprise performance and security monitoring and reporting across multiple geographical sites/offices (international)

O/S and application installs, updates and configurations

System backups and recoveries (inc. DAS, NAS, SAN and tape management)

Multi-vendor H/W integration and management (inc. blade servers)

System and network performance tuning and monitoring

Production process and quality control

Customer engineering support

Configuration, security, and network integration management of mobile systems, PCs and servers

VoIP phone system implementation and management

Capacity planning

Asset management and tracking

Service center and help desk support management

Vari-Lite, Inc. / VLPS, Dallas, Texas 12/96 – 7/04

Automated Theatrical Lighting and Sound Systems Manufacturer and Services Provider - Entertainment

Sr. Technical Services Manager

Managed and administered business, engineering and manufacturing mission critical systems

(inc. Sun, HP, Apple, SGI, and IBM platforms) and application portfolio

Devised and implemented servers’ upgrade and scalability paths

Lead business continuity planning and enterprise disaster /recovery strategies and policies

Managed support and maintenance agreements for systems and applications

Interfaced with multiple business units and departments to assess technology and resource requirements

Established and maintained enterprise service level agreements (SLAs)

Designed and facilitated Data-Center build-outs and relocations

Managed staff’s hiring, firing, job performance reviews, career development, and training

Effected capital hardware and software procurement project management utilizing lifecycle, TCO, and ROI models

Analyzed, selected, engineered, and deployed cross-functional IT infrastructure solutions to service business needs (i.e. E-Commerce, CRM, ERP, High Availability, etc….)

Administered an enterprise-wide open system utilization model

Steered IT governance initiative that included engaging external auditors (Deloitte Touche Tohmastu)

Services performed include:

Application and system evaluations and validations

Enterprise performance monitoring and reporting

O/S and application installs, updates and configurations

Technical and budgetary presentations

System backups and recoveries (inc. DAS, NAS, SAN and tape management)

Multi-vendor H/W integration

System and network performance tuning and monitoring

Workstations, servers, and printer services network integration and management

LDAP and AD administration (inc. authentication, load balancing, and resource management)

Capacity planning

Engineering CAD/CAE/PDM design workgroup support

Risk management and system security

EXPERIENCE: (continued)

E-Commerce management (application portfolio, platform infrastructure, and PCI compliance)

Vendor management (Equipment procurement, support contracts, etc….)

Managed support MS Back Office environment (inc. MS Exchange)

Call center administration and management

Source Consultants Corp. (K-Force), Dallas, Texas 6/95 – 12/96

IT Services Provider - Consulting

UNIX System Administrator / Technical Services Manager 4/96 – 12/96

Vari-Lite, Inc. (Client)

Managed and administered business and engineering mission critical UNIX servers (Solaris and HP-UX)

Devised and implement servers’ upgrade and scalability paths

Developed and implement enterprise Backup/Recovery strategies and policies

Established and provided an enterprise-wide level of support policy

Services performed included:

Application and system evaluations

O/S and application installs, updates and configurations

System backups and recoveries

Multi-vendor H/W integration

System performance tuning

Workstation and server network integration

Help Desk Support

Consultant / UNIX Infrastructure Management 6/95 –12/96

Sprint (Telecom. Client)

Coordinated and effected the transition of individual application development groups’ support requirements to an enterprise UNIX support team.

Support services included:

Assessed support requirements

Managed a 40-unit UNIX server farm as part of a team supporting 400+ servers and workstations

Deployed and implemented resources (H/W and S/W)

Developed and implemented Backup/Recovery strategies

O/S and application installs, updates and configurations

Multi-vendor H/W integration

System performance tuning

Workstation and server network integration

Help Desk Support

Texas Instruments, Inc., Dallas, Texas 10/89 – 6/95

Electronics Manufacturer - Semiconductor

Software Design Engineer

UNIX system management and database (Oracle) administration supporting multiple internal organizations in both R&D and manufacturing environments

EXPERIENCE: (continued)

LAN management includes planning, implementing, and maintaining networks

Software development and design of data acquisition and analysis tools (inc. C/ Fortran/EDI/ETL) to manipulate and reduce integrated circuit device performance data (RF) across multiple platforms. Leveraged BI/DW tools to determine production yields, manufacturing process tolerances, and product design benefits.

Provided CAD/CAE systems management (EDA) to support integrated circuit design and development.

SCADA system management servicing semiconductor manufacturing.

TECHNICAL SKILLS:

System Management and Administration

Platforms -

Sun Microsystems T-2000, E450, SF-V240, SF-V490, SF-V890, E3500, SF4800 workstations and servers

Hewlett-Packard 9000 Series 200, 300, 700, 800, G, K, V and C7000 Blade class workstations and servers

Silicon Graphics Indy, Indigo, and Octane workstations

Apple Xserve G4 and Xeon

IBM P5 575, BladeCenter JS23

Intel based systems, generic through Compaq/HP and Dell

Operating Systems –

Solaris Releases 2.4 through 10

HP-UX Releases 6.5 through 11i

Mac OS X versions 10.3, 4, and 5

AIX Releases 5L 5.3, i V6.1

OpenVMS 6.1 through 7.3

Irix Releases 6.2 through 6.4

Red Hat Linux 6.2 through 9 and RHEL ES/AS 3 through 7

Windows 98, Windows NT 4.0, Windows Server 2000-2016, MS Hyper V, XP, Windows 7, Windows 10

VMware ESX Server 2.5 – 3.5, Lab Manager, VMware Infrastructure 6.7

Storage-

Sun Microsystems SSA100, SSA200, A5200, and T3

Hitachi AMS 500, 1000, 2300 and USP-V, and VTL

Xiotech Magnitude

Net Appliance F740, FAS270

Dell/EMC Clariion and Symmetrix Storage Frames (CX500, CX600, CX700, DMX800, and DMX1000) Qlogic and Emulex HBA cards, HBA Drivers and Firmware, and Brocade 4100, 4800, and DCX Switches

Tools -

DNS, NIS, SMTP, Sendmail, Automounter, SFTP, SSH/Telnet, SCP, Rsync, SSL, NFS, LDAP (SUN One Dir. Server), Volume Management (Veritas), Cluster Management (Veritas), SDS (SUN), Netbackup (Veritas), Networker (Legato(EMC)), TSM (IBM), Opsware (HP), TAS file sharing app. SMB based (Syntax), Samba, AD, ZFS (Oracle), Navisphere (EMC), HDvM (HDS), HSNM (HDS), and DBShadow (Libelle).

Enterprise Applications Support (core)

Applications –

Oracle's E-Business Suite (10.7 – 11i), Pro/E (CAD/CAM/PDM), Protégé, MS SQL Server (Always On), MS Exchange Server, MS Visual Studio, MS IIS6, MS SharePoint, Weblogic, Apache, MySQL, PHP, PKI (VeriSign), XenApp/XenServer (Citrix), Lansweeper, Solarwinds,and Unicenter TNG (CA)

TECHNICAL SKILLS:

Cloud Services

Fujitsu

AWS

LAN/WAN Management

Network Environment -

Ethernet (TCP/IP), BGP, VPN, MPLS, Managed ASA, Cisco switched networks, routers, firewalls (PIX), SAN Switches (Brocade, Cisco and QLogic) load balancers (Big-IP F5), NetScaler (Citrix), ISP management, and Barracuda spam appliance

Applications -

Nagios, Ethereal, HP OpenView, Track-IT (Intuit), SUN Management Center, Remedy (BMC) and Norton Anti-Virus

Software Development

Distributed Computing Application Development (Multi-Platform)

Languages -

C, UNIX Shell Scripts, FORTRAN, DCL, PL/SQL, XML, Python, and Perl

Also support Java, J2EE, VB and C++ environments

Applications -

ClearCase and Rational Rose, RS/1 and Cornerstone (BBN), CDE, Lotus Notes, MS Office, MS Project, and Visio

UPS Systems –

Liebert and APC solutions

SCADA System Management

Application -

FIX DMACS (Intellution)

Database Management

Application -

Oracle Versions 7.3.4, 8i, 9i, 10g, and 12c (inc. RAC)

Technical Training (IT):

Hewlett Packard: Oracle (SUN Microsystems): EMC/Dell (Legato)

UNIX System Administration UNIX System Administration Networker

UNIX Internals Network Administration

Volume Management Volume Management

OpenView Cluster Management

OmniBack DBA

PL-SQL

Administrative Training: IT Governance and Compliance:

Management Training Program (Texas Instruments, Inc.) SOX 404

Project Management HIPAA

Six Sigma Methodology FDA 21 CFR Part 11

ITIL TOGAF

Jira

Confluence

ServiceNow

Contact this candidate