ROBERT GORDON
Manager, IT Infrastructure
PROFESSIONAL EXPERIENCE
PROFILE
Experienced leader with a strong
background in networking,
unified communications,
database, data center, incident,
problem and change
management. Over 25 years
experience in technology, 10
years are in the financial industry
and over 15 in the service and
hospitality industry. Effectively
formed, mentored and led teams
to support a 24 x 7 global
environment of both onsite and
remote teammates. Successfully
managed several complex
projects in a global environment,
one of which resulted in an
annual savings of over $100K.
CONTACT
ady0bh@r.postjobfree.com
Robert Gordon LinkedIn
4601 Peppercorn Drive
Bartlett, TN 38002
Terminix (RentoKil/Terminix)
Manager, IT Infrastructure
2020 - 2023
• Lead three teams (Database, Network and Unified Communications) to maintain and support day to day operations while also keeping on track with high visibility projects.
• Motivate teammates to work as a unit to increase the levels of capability, especially when they are from different technological disciplines.
• Manage multiple vendors and vendors relationships that supply professional services and resources.
• Work with multiple scrum masters to manage dependencies across functional areas and help keep projects on track.
• Partner directly with business stakeholders to negotiate project priorities, discuss system capacity and possible acquisitions.
• Assist in the development and management of the IT Infrastructure Budget.
• Lead the Disaster Recovery for supported systems and make plans for prompt restoration of critical services.
• Utilize interpersonal skills to build and sustain collaborative relationships with executive management and multiple constituencies. ServiceMaster/Terminix
Incident/Problem/Change Manager
2019 – 2020
• Managed issues that impact ServiceMaster’s key revenue systems and applications.
• Minimizing the impact related to downtime for our customers/end users and brands.
• Promoted a healthy exchange of information and ideas to foster teamwork and expand the understanding of the environment and systems.
• Assisted the company in preparing for globalization from a support perspective.
• Conducted root cause analysis for issues affecting revenue and brand impacting systems.
• Chaired meetings with senior leadership for corrective actions for major incidents.
• Identified the impact and scope of incidents to mitigate resolutions. ADDTIONAL EXPERIENCE
Hilton Corporation, Memphis, TN
Incident/Problem/Data Center Manager
2007 – 2019
• Managed issues that impact Hilton’s key revenue systems and applications.
• Escalated revenue impacting issues as needed to minimize outages.
• Communicated status updates and resolutions to Hilton’s outsourced vendors, service providers and stakeholders during major incidents and outages.
• Developed and managed a team for monitoring, reporting and escalating incidents and problems 24x7.
• Developed and managed the process for the team to escalate and communicate incidents and outages.
• Collaborated with management company-wide to develop resolution procedures to address short and long term issues.
• Track/monitor outages and major system interruptions to ensure that departmental service level objectives are met.
• Track and monitor projects that affect the computer operation center and the data center raised floor.
• Ensured the continuity of a Disaster Recovery Business Contingency environment.
• Mentored and managed technical staff in a multi-platform, 24 X 7 global environment.
• Chaired meetings with senior leadership for corrective actions for major incidents.
• Identified the impact and scope of incidents to mitigate resolutions. Harrah’s Inc., Memphis, TN UCA Systems, Inc. (Dresdner Kleinwort /Commerzbank) Data Center/Operations Manager Data Center Manager / AS/400 System Admin. 200*-****-**** -2003
UCA Services, Inc. (BNP Paribas)
Data Center Manager /Project Coordinator
2003-2006
EDUCATION
University of Phoenix – April 2018 : Bachelor of Science in Information Technology with Advanced Business New York City Technical College : Computer System Technology Special Training: Advanced Business Analytics Certificate, ITIL foundation (Certificate), ITIL Service Lifecycle: Service Operation (Certificate), Scrum Master, IT-Studio an AutoCAD based Data Center planning tool
(Certificate), Project management (towards PMI certification). PROFESSIONAL EXPERIENCE CONTINUED
HARDWARE SOFTWARE
HP servers, IBM servers, Dell Servers, Sun
servers, I-Series, P-Series, Unisys, CISCO
appliances, EMC Storage devices, S/390, DEC
VAX, Alpha,
Ivanti, Remedy, Jira, ServiceNow, UNIX, Linux,
AutoCAD, IT studio, VSE, ESA, OCL, SDA, Visio,
Data Mirror, MIMIX, Vision, MQ series, TCP/IP,
Auto sys, MS office, MS Project, Top/X, SWIFT,
CA Unicenter.