Communications Manager Network Engineer
Resume:
JULIE ANNE HENDRY
St. Heliers, Auckland, New Zealand 1071
***********@**.***
Professional
Summary
An experienced Director team collaborator with proven ability to successfully lead global information technology transformations including network, telecommunications, support services, operations, critical project delivery, data centre and infrastructure support and outsourcing governance.
Dedicated and valued member of senior management teams working closely with Executives on strategies to align vision and elevate customer experiences. Lead strategy execution to build a strong technology foundation and foster matrixed team relationships. Recognized for building and motivating global teams to improve and execute on new missions, meet, or exceed operational metrics and deliverables and provide world-class service.
Skills
• Digital Transformation
• Systems Integration
• IT & Networking Strategy &
Execution
• Information and IT Security
Services
• Global 24/7 IT Network
Operations
• Virtualization and Cloud
Migrations
• Enterprise Infrastructure
• Enterprise Data Centre
Management
• Leadership/Communication skills
• Disaster Recovery Services
• Managed Services & Outsourcing
Contracts
• Customer & Vendor Partnerships
Management
• Tier 1-3 Customer & Technical
support
• Application & Database Services
• Technical Operations
Management
Work History
Technical Operations Manager – Transport (ITS)
Waka Kotahi - New Zealand Transport Agency - Auckland, New Zealand Vision/principles/standards/for managing/measuring delivery of technology operations including effective strategic planning and oversight. Managing hybrid technical and operational teams to deliver technology services and infrastructure to ITS (Intelligent Transport Systems) users and Technology Operations Centres (TOCs) throughout New Zealand. Collaborating with local councils, partners, alliances and vendors to deliver and operate complex and robust technology solutions. Scope of work:
• Accountable for sustainability of operational lifecycle and maintained security of ITS systems and infrastructure and services 01.2019 - Current
• Ensure quality of technology operations and support meets agreed business outcomes and customer expectations and experience
• Update Managed Services contracts, reviewing and creating service management targets and objectives
• Foster relationships and provide excellent service management
• Working Operational initiatives with Product Management and Engineering and Security teams to ensure success of technology value chain through effective collaboration
• Lead operational teams and manage transport technology operations support services
• Responsible for technology budgets Nationally $12.5 million annually
• Successfully lead organization through transformation by thinking, acting, advocating strategy, and promoting positive cultural environment where teams grow and feel supported
Accomplishments:
• Improving working relationships with partners, alliances and vendors which are now collaborating effectively to deliver and operate digital services across NZ transport network
• Working through large backlog of digital initiatives that are inflight and scheduled for delivery
• Annual plan created with current key areas for nationally aligned ITS budgets including, maintenance, renewals, and improvements
• Critical thinking to break down problems, evaluate solutions, and make decisions
• Identify issues, analyze information to provide and implement solutions to problems
• Actively listen to customers, handle concerns quickly and escalate major issues
• Exceed goals through effective task prioritization and great work ethic Director of Infrastructure - Operations
Boyd Gaming Corporation - Las Vegas, Nevada, USA
Team of 80+ with 4 direct reports which included Network Operations Centre, IT Engineering, Telecommunications and Operational Support Teams who design, manage, operate, and monitor IT/Network, Telecommunications systems and services for 29 casinos across 9 states in the US.
Scope of Work:
• Managed development of capital and expense budgets
• Ensured strategic and tactical plans, effectively utilized IT resources and emerging technologies
• Provided leadership in recruiting, training, leading, mentoring, appraising, and corrective action
• Directed, motivated, delegated and empowered all staff in successful performance of their tasks and responsibilities, while encouraging innovation and accountability
• Ensured compliance with all corporate policies, GCB (Gaming Control Board), SOX and PCI
• Managed vendors and collaborated with leadership to ensure business objectives were achieved
• Created and successfully implemented business technology strategic plans approved by CIO and CISO
• Worked closely with leadership across organization to understand challenges and provide robust technology solutions
• Provided leadership, guidance, and support for all team members Accomplishments:
• Created 24x7 Network Operations Centre, providing escalation support from strong IT Engineering team
• Migrated 5 newly acquired casinos/hotels into Boyd Gaming shared technology infrastructure
03.2017 - 12.2018
• Refreshed aged and outdated infrastructure resulting in increased stability and protecting revenue streams
• Worked closely with Telecommunications Program to upgrade telephony systems across all Boyd Gaming Casinos nationally IT Network and Telecommunications Manager
CHI St. Luke's Health Systems - Houston, Texas, USA Managed a large Team of Network, Security, Application and Telecommunications Engineers supporting 7 hospitals, 7 community emergency centres and several clinics across Houston Metropolitan area. Team designed, managed, operated, and monitored all technology network and telecommunications systems and services. Scope of work:
• Managed development of capital and expense budgets for network and telecommunications systems
• Enhanced company's security posture by upgrading technology systems and services
• Ensured strategic and tactical plans effectively utilized technology resources and emerging technology
• Represented IT on CHI St. Luke's task forces and steering committees; including identifying and leading enterprise-wide productivity efforts
• Managed Data Centre operations and technology support, all CHI locations in Houston Metropolitan area
• Provided leadership in recruiting, training, leading, mentoring, appraising, and corrective action
• Directed, motivated, delegated and empowered all staff in successful performance of their tasks and responsibilities, while encouraging innovation and accountability
• Ensured compliance with all corporate policies
• Responsible for up to 10,000 + endpoints accessible by doctors and nurses critical to providing patient information
• Managed activities related to cost benefit analysis
• Managed vendors and collaborated with leadership to ensure business objectives were met
• Identified areas where project management, policies, processes, and procedures needed updating and creation
• Effectively implemented strategic plans
• Provided oversight for activities for all upgrades and enhancements to all networks
Accomplishments:
• Worked closely with local and national leadership to ensure that all initiatives were completed successfully
• Performed audits of networks highlighting issues and gaining executive approval to remediate all security breaches and implement best practice standards
• Enhanced network and security standards to protect hospital and patient data
• Team successfully upgraded and transformed 7 CHI hospital locations wireless, wired, voice and Data Centre technologies fin
Manager Network Assurance, Design and Engineering
Vector Communications - Auckland, New Zealand
Manager Network Assurance, Design and Engineering (MAY 2012 - NOV 2014)
OSS / Security Architect (AUG 2009 - OCT 2011)
Managed team of 11 Network Engineers who designed, managed, operated, and monitored Network 24x7 Designed and implemented network management tools to effectively manage and monitor network and services
Scope of work:
05.2015 - 01.2017
08.2009 - 11.2014
• Critical Incident and Communications Manager
• Maintained high network availability by following rigid change control processes (ITIL)
• Managed incidents, problem and change effectively and efficiently
(ITIL)
• Network Design Manager
• Provided solutions and implemented resolutions for new initiatives and ongoing issues
• Planned implementation of all architecture upgrades
• Managed relationships with internal / external customers and vendors / partnerships
• Supported all of technology networks for Vector
• Mentored graduate students and junior engineers
• Provided OSS/Security Architecture and design for networks
• Provided all requirements, for business case and project scope, operational guidelines and standards and specifications Accomplishments:
• Implemented best practice Problem/Incident/Change (ITIL)
• Built lasting relationships and processes between customers, vendors, and business owners
• Upgraded network using Cisco Unified MPLS NG Network to provide enhanced services
• Achieved high customer satisfaction results, by keeping customers informed of changes, incidents, and problems on network Team Lead
AT&T Global Services - Denver, Colorado, USA
Transportation - Connected, Sustainable Global Logistics A.P. Moeller - Mærsk Account
• Team Lead Global - Network Engineering Team
Engineer/Senior Network Engineer
IBM Global Services Galileo Cendant Corporation - Denver, Colorado, USA
Airline / Airport Transportation Technology
• Engineer/Senior Network Engineer assigned to United Airlines Global Data Centre - Network Operations Team
Information Technology Consultant - Travel
Self Employed - Travel Industry - Denver, Colorado, USA
• Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues
• Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop, and implement cost-effective technology solutions
• Directed IT services and collaborated with executive senior management on strategic planning
• Controlled development of test areas, systems test data and testing methods prior to implementing new systems
Education
New Zealand Qualification Authority, Information Technology, NZQA - Auckland, New Zealand
NZQA 9 of 9
Assessment required to obtain permanent residency in New Zealand 01.2007 - 06.2009
09.1998 - 02.2008
04.1994 - 01.1998
2014
Master of Science, Computer Information Systems Network Technologies, Regis University - Denver, Colorado - Denver, Colorado, USA Graduated with Honor's
Bachelor of Arts, Major: Political Science and English, University of Denver - Denver, Colorado, USA
08.2002
06.1998
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