Dexter L. Myers

***** ***** **.

Dallas, Texas **287

Cell Phone: 972-***-****

Email Address: adqm0y@r.postjobfree.com

Seeking position as a Project Manager, Incident Manager or Data Center Manager in the IT Department of a Private Corporation. Serious candidate desiring a position offering an opportunity to develop and expand interest and skills in the area of Project Management, Data Center Management (Construction and Renovation), Incident Management, Change Management in Information Systems Technology. Candidate has over twenty years of Data Center Experience. Seeking to be part of a challenging team and environment that encourages continuous learning and values new ideas. Goals: Expand organizational growth thus enhancing individual development.

SYNOPSIS:

· Data Center Management, project planning, execution, monitoring and resource balancing skills with ability to support multiple projects.

· Excel at communicating with stakeholders to provide accurate reporting and information regarding the ongoing projects and initiatives.

· Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of timeline and IT project deliverables.

· Superior coordination of user acceptance testing of final IT infrastructure and software development deliverables through iterative evolutions

· Technical skills to include Administration, Product Support, Vendor Management, Asset Management, Customer Support, Datacenter Operations, and Change Control Implementation.

HIGHLIGHTS OF QUALIFICATIONS:

Asset Inventory Management

Change Management

Vendor Management

Project Management

Data Center Management

Data center Recovery, Construction & Renovation

TECHNICAL SKILLS:

ITIL V.3 Foundation Certification* Candidate Identification Number SR2814456

ISO / IEC 20000 Foundation Certification* Candidate Identification Number SR2814456

Hardware: Intel based servers Dell 2600/2650. Compaq ProLiant Series Servers (8500, DL360, DL580, DL760). IBM 336 Server Systems. EMC Clarions and EMC DMX 3000.

Change Management: Change Management is the organizational and systematic application of a body of knowledge, techniques, processes and resources to manage change to the Corporate Enterprise Environment. The goal is to support new or changing requirements to Institutional and Corporate Structures to accommodate the Business Environment. Change Management encompasses the adoption and/or modification to sanguine business/corporate strategies, structures, models and policy. Defining and instilling new values, norms, attitudes and behaviors within an organization that ultimately will become a new way of doing work and committing to new practices. Change Management is building consensus among customers and stakeholders to achieve results as well as planning, testing and implementation to move from one organizational structure to another, (BPM – aligning all aspects of the organizations with the desires and needs of clients). Change Management is a process in which strategic changes are made to the IT Infrastructure in a controlled and structured manner. Governed by the CEO/CIO and managed by a Change Manager/Change Administrator/Change Advisory Board, aligned with the Business Environment. Software Changes are enhancements to and improvements of interrelated and integrated processes and functions that are designed to enhanced the business desire to meet business, customer and stakeholder requirements. Hardware changes involved changes to server configurations items (CI’s) that are retained in the Configuration Management Database (CMDB) (to include baseline and snapshots of current and existing configuration items) and futurist changes to include system upgrades and hardware replacements.

· Assist IT Infrastructure Team Members coordinating, tracking, approvals and completions of all changes.

· Working with Service Level Managers and Business Units/Partner’s to verify successful completions of all changes.

· Historical tracking of all changes to be entered in historical data base for metric development.

· Review of change control processes and policies to make sound improvements to the change control process..

· All Changes to the Change Control Process is in response to the Foundation, Version 3 of the ITIL Change Management Process.

Operating Systems: Windows 2000\2003 Server, Windows NT 4.0 Server.

Remedy: Remedy 5.01.

Monitoring Tools: HPOV, Microsoft Operation Management (MOM)

Backup Software: IBM storage manager 5.1\5.2.

Storage Devices: HP DLT Tape libraries, EMC Clarion Storage Devices, EMC Systems.

CAREER HISTORY

Amazon Corporation (Amazon Fulfillment Centers), Fort Worth 04/01/2016

Stow Production Processor Leader, Process Assistant –

Picked and Packaged and Shipped Customer’s Orders.

Process Guide- Managed employees and supervised Stow and Pick Processes.

Oversaw Production of Facility Products and Structures.

Trained and Educated Employees on company safety requirements.

Quality assessment of training/rating of new hires and tenured employees.

Xerox Corporation (Atos Corporation) – Dallas, Texas 08/01/2014 – 04/01/2016

Work Flow Coordinator, Web system Operating Team

Assisted Project Management team to develop project task and requirements to be placed in Project Work Book.

Worked with the Service Delivery Team and Project Management Team to plan, coordinate, confirm, implement and verify success of scheduled task and

projects.

· Coalesced with Technical Towers, Technical Support Teams, (First Level and Second Lever Resolvers) and SDM’s to resolved IT Infrastructure issues and problems for Xerox clients.

· Acted as a liaison between Technical Teams, (Server Team, Applications Team, Database Team and Network Team) in resolving IT Infrastructure issues.

· Compiled and recorded data and information into an Incident/Outage notification (ION) template or Situation Managed Event (SME) template to be presented to technical towers, mid-level and executive management staff for assessment and evaluation. Situation Description, Incident Number, Problem Ticket Number, Status as of, Business Impact Statement, SLA Impact, Assignment Groups, RCA Assignment.

· Corresponded with the Global IT Infrastructure Teams to ensure proper interpretation and assessment of issues to be examined and resolved.

· Monitored and Assessed Incident Tickets in AMP Remedy, contacting technical teams to resolve issue and close ticket.

Monitored and Assessed Incident Tickets in Service Center, contacting technical teams to resolve issue and close ticket.

· Engaged Technical Teams, Technical Towers to Work, Resolve and Close Incident Tickets, Managed Events and RCA’s within the framework of the Service Level Agreement, (SLA’s).

· Attend Daily Service Report Meetings, a round table of events per the past twenty-four-hour period to discuss and report on managed events, outages, change request and failed incident tickets.

· Experienced in using AMP Remedy for Incident Management Monitoring, Examining and Investigating incident tickets, Opening and Closing incidents tickets.

· Assigned Problem Ticket Number for Incident and Problem Assessment (Problem Management Team).

· Experience in using Service Center to examine, investigate, open incident tickets and task.

Xerox Corporation (Atos Corporation) – Dallas, Texas 02/11/2012 to 08/01/2014

Incident Manager, Incident Management Team, Xerox Corporation.

(Driving Incidents from Initiation to Resolution/Closure).

Record of Managed Events

Incident Manager Role - To make sure all request for a Situation Management Event (SME) are properly Identified, Logged and Categorizatized to meet the requirements for a managed event. Incident are derived from the Service Desk and or Manage Event Tools.

Request to upgrade Server Configuration on Application Servers at client behest due to server inability to accept/record customer data and process customer account information. Associates in Customer Accounts and Accounting are unable to access and process account information or financial data. Major Outage of the highest severity. (Incident Identification).

Service Center Notification of Server Interruption of Customer and Application Servers. Service Center Ticket generated. (Incident Identification).

Incident Management received call from the help desk of associates inability to access customer account and financial information.

Incident Ticket opened by Help Desk with assigned Reference Number (Remedy Ticket). Service Center Ticket reviewed and recorded.

Incident Manager opened Manage Event Form to record info of Server and Application inactivity. Incident is registered according to date and time sequence, (Incident Registration).

Incident as Categorized as Hardware and Software, (Incident Categorization).

Incident is recorded as a Serve One Incident (Sev1), (Incident Prioritization). (Bridge Call Started).

C R England Transportation – Salt Lake City, Utah 01/31/2011 – 02/11/2012

Transportation Logistics and Management, Movement of freight via Point of Origin to Point of Destination, Coast to Coast within a designated timeframe.

Successful movement of Freight, Coast to Coast, via major transportation

carrier / trucking processes.

· Diagnostic Evaluation, Assessment and Monitoring of freight to ensure timely

Acquisition and Delivery.Geographical Mapping, Spatial Integration, Locational

Analysis per QUALCOMM / GPS to confirm Routing, Customer Location and

Verification.

JP Morgan Chase Corporation (JPM & Chase), Dallas Texas 12/01/2010 – 01/31/2011.

Incident Management / Change Management – IT Infrastructure.

· Assist technical teams in the resolution of IT Infrastructural Issues via Direction

and Leadership.

· Act as a liaison between the Business, Technical Teams and Resolvers in

resolving related issues.

· Coordinator Communications between the Business, Technical Teams, Vendors

and External Partners in facilitating and managing changes implementations.

· Assuring the successful completion of Change Controls via Change Advisory

Board Meetings to include strategies for successful completion of changes within

the SLA timeframe.

· Ensuring the timely delivery and installation of component parts via service installations, Dell, HP, Sun System, IBM.

· Coordinating with Change Coordinators, Program Coordinators, Change

Advisors, Business Analysts, Business Clients (UTA – User Acceptance Testing),

Technical Teams (SME) and Project Manager’s to stage Release and

Deployment of Major Installations.

· Worked with Change Management Teams to identify and specify Incidences, Issues, Faults and Occurrences which become Known Problems to Change Management and Change Implementations.

Manage Event Record started. Help Desk Ticket Number, Service Center Ticket and Remedy Ticket Number entered into Manage Event Record. Bridge Call Started, (Driven by Incident Manager).

Affiliated Computer Services -- (GSK)-Dallas Texas 09/01/2007 – 12/01/2010.

Incident Supervisor – IT Infrastructure - Glaxo, Smith & Kline Pharmaceutical

· Primary responsibilities – Provide Leadership, Direction, Instructions and Resolution in a timely manner to server-related issues in the IT Infrastructure environment.

· Liaison and Coalesce server related issues with the appropriate Infrastructure Technology Teams (Systems, Networking, DBA and Applications).

· Ascertain server and related issues with goal toward resolution within Service Level Agreements.

· Contacted of issue regarding server inactivity on HP 580 Series Server. Contacted System Admin. for Diagnostic. Processor Board Replacement, Change Control Activated and Approved, HP Contacted. Processing Board Acquired, HP Tech Replacement,

· System Admin. Diagnostics, Verification Confirmed, Change Control Closed, Incident

Manager’s Analysis. Change entered into Change Management Database as Historical Record.

· Incident Manager contacted on issue related to total system failure of Weekend Backup’s on IBM Storage Device. Failure due to LUN disorientation. Incident Manager contacted and informed. Storage Team engaged for observation and diagnostics. Failure due to corruption emanating from changes to the Configuration Settings on Master Server of a previous Change Control. Incident Manager Activated Change Control. Received approvals to engage Systems, Storage and Tape Vendor for proper configurations to Master Server. Configuration Restored to Master Server, LUN’s properly configured and restored, IBM Tape Storage Robot properly recycled, Backup’s Successfully Restarted. System’s and Storage Teams Verifications, Change Request Closed, Incident Manager’s Analysis, Change Request and Analysis stored in Change Management Database for Historical Record.

Microsoft Corporation-Dallas Texas 09/11/2006 – 08/30/2007

Deployment Engineer

· Responsible for AT&T clients across multiple services lines including implementation and installation of servers.

· Single point of contact for all customer related issues for several AT&T & SBC telecommunications clients during site rollouts.

· Provide guidance to the engineering team to include product (hardware/software) fixes and solutions to improve design, reliability and maintenance of product.

· System interface for Internet Protocol Television (IP/TV) and monitor a global Internet Service Provider to provide, Voice, Video, Data and IP/TV.

· Provide diagnostics to technical experts on video servers on the IPTV platform. This includes VOD Servers, Server Facing, Client Facing Servers, Backend Servers, and Database Servers.

· Change Manager – Install and connect servers in ATT Data Center’s in various locations throughout the U.S. per installation of IPTV or Internet Protocol Television.

· Wiring and Cabling of server’s in Data Center’s encompassing 1000 to 2000 IBM 200 series servers.

· Power On all server per specifications

· IPTV Applications pushed out by Microsoft Software Application Team.

Capital One Auto Finance-Plano, TX 02/01/2001 – 01/01/2006

Data Center Operations Manager – Incident Management, Change Control Management

· Data Center Operations Manager.

· Responsible for the planning, execution, and communication of IT projects according to deadlines and within budget. This includes coordinating the efforts of team members and third-party contractors or consultants in order to deliver the project according to plan. This also includes overseeing quality control throughout its life cycle

· Responsible in providing Change Management solutions, facilitating notification and implementation of all planned and unplanned change activities (new, existing and complete) that impact company’s projects and support applications.

· Understand, and promote change management practices and disciplines with all stakeholders on projects.

· Responsible for monitoring system documentation, process and change control procedures, and implementation sign off procedures.

· Monitored the troubleshooting of Windows 2003/ 2000 server especially in change management, patch management, release management, capacity planning and utilization, performance monitoring, disaster recovery, and all other facets of server control.

· Monitoring of operating system patches, software upgrades\maintenance, system data access control in a mixed client/server environment, and hot fixes.

· Responsible for reviewing and approving change tickets through Remedy 5.1.

· Implemented Change Management Process. – Assisted the technology units in developing a request for change (RFC).

· Approved Changes, Monitored Changes, Assessed Impact of Changes on the Business, IT Infrastructural environment.

· Participated in Change Advisory Board Meeting to verify and clarify the impact of all change in the server environment.

· Historical Analysis of Change Implementation Process. Metrics to verify the successful completion of the change control process.

Incident Management contacted and informed of abnormal activity on Application and Financial Servers and the status of customer complaints. Remedy Ticket created. Incident Identification.

Incident opened by Incident Manager as a Managed Event. (Driven by Incident Manager).

Michael’s Stores Incorporated-Irving, TX 03/01/2000- 01/01/2001

Data Center Operations Management

· Create and maintain project schedule and database documentation, and act as liaison between all departments.

· Data Center Operator, Data Center Operations Specialist.

· Prepared and executed a project plans and thereby reducing the scheduled outages from weekly to monthly.

· Heading the client conference calls and weekly team meeting calls thereby bringing in support ideas.

· Work with Projects Teams to change/system improvements and monitor software upgrades.

· Liaison with the client and the team for issues and escalations.

· Supporting the servers on 24/7 On-call support.

· Implement Change Management Process. – Assisted the technology units in developing a request for change.

· Discuss requirements and need for change with the Business Units, Service Delivery Manager’s, Project Managers.

· Approved Changes, Monitored Changes, Assessed Impact of Changes on the environment.

· Participated in Change Advisory Board Meeting to Approved all changes

· Discussed the Cost-Benefit Analysis of Change Implementations.

· Historical Analysis of Change Implementation Process,

EDUCATION:

Master of Public Administration, Major: Financial Administration and Budgeting May 1990, University of Missouri, Columbia, Missouri

Bachelor of Science Degree in Political Science May 1979, Jackson State University, Jackson, Mississippi

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