Help Desk It Operations
Resume:
JOHN JUPA
********@*****.***
Fort Lauderdale, USA 33311
EXECUTIVE SUMMARY
Dynamic IT leader with a proven track record of driving operational efficiency and cloud management. Achieved 30% cost savings through strategic vendor management while fostering team leadership and enhancing cybersecurity measures. Passionate about implementing innovative IT strategies that align with business goals and ensure compliance.
SKILLS
IT strategy and cloud management
Disaster recovery planning
Vendor/Budget management
Legal compliance
Operational efficiency
Team leadership
Project management
Change management
Process improvement
Cybersecurity
EXPERIENCE
DIRECTOR OF IT OPERATIONS 08/2024 to Current
Curonix - Pompano Beach, FL
Interfaced with business unit executives and other IT functional area executives to define support initiatives and solutions for improving service efficiency and effectiveness.
Led the direction, developed, and implemented standards for operational processes, procedures, policies, and best practices for the enterprise, infrastructure strategy, and architecture, including disaster recovery, Linode management (cloud), Entra, M365, Managed Engine MDM, VMware, Cloud Strike endpoint protection, Windows and Linux servers, security and compliance, Help Desk support (Windows and Mac).
Ensured 99.99% system uptime and resilience for mission-critical enterprise systems, supporting global operations.
Develop and execute a comprehensive security strategy, achieving compliance with HIPAA and NIST-based frameworks.
Develop, implement, and manage the reporting of IT metrics and Service Level
Negotiated agreements with external partners such as contractors or consultants.
Implemented systems for tracking progress on key initiatives or projects.
Collaborated with senior leadership to set long-term objectives for the company.
Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
Led change management efforts to adapt to market shifts and organizational needs.
Managed SaaS Solutions; NetSuite, Google Workspace, Zoom, Jira, and Salesforce.
Analyzed customer feedback data to identify trends in product performance or customer service issues.
DIRECTOR OF INFRASTRUCTURE AND OPERATIONS 09/2021 to 08/2024
Composites One / Synergy55 - Schaumburg, IL
Develop and execute enterprise-wide IT strategies that drive innovation, operational efficiency, and revenue growth.
Interfaced with business unit executives and other IT functional area executives to define support initiatives and solutions for improving service efficiency and effectiveness.
Oversaw transition of TSA for Infrastructure and SAP migration.
Leads the direction, develops, and implements standards for operational processes, procedures, policies and best practices for the enterprise, infrastructure strategy, and architecture, including Disaster Recovery, Azure management (Cloud), Entra, M365, MDM, Active Directory, Google Workspace, VMware, Endpoint Protection, Windows and Linux servers, SAN Storage, enterprise backups, Security and Compliance, Help Desk Support (Windows and MAC), Cyber security, Audio Visual.
Managed SaaS Solutions; Google Workspace, Zoom, Jira, and Hubspot.
Achieved 30% cost savings by migrating infrastructure to cloud platforms.
Ensured 99.99% system uptime and resilience for mission-critical enterprise systems supporting global operations.
Develop and execute a comprehensive security strategy, achieving compliance with CMCC and NIST-based frameworks (800-171), including Incident Response plans.
Develop, implement, and manage reporting of IT metrics and Service Level Agreements that effectively measure team and vendor performance and are in line with the needs of the business. Optimized vendors spend, cutting third-party IT services costs by 25%.
Managed root cause analysis and improvement actions.
Provided executive planning, estimates and oversight to corporate solutions and IT operations projects. Managed customer expectations and provided team direction.
Develop, Managed, and collaborate with multiple work streams with input from resources from a variety of teams, delivering high quality, on budget, within schedule solutions as an IT service, including IT Onboarding/Offboarding, Asset Management, SIEM, and Intune.
Oversaw IT investments and multi-million-dollar budgets, aligning spending with business priorities to maximize ROI.
Develop and execute continual improvement of effectiveness, stability and security of IT teams and environment.
VICE PRESIDENT OF GLOBAL INFRASTRUCTURE 08/2015 to 09/2021
Odyssey Logistics - Danbury, CT
Delivered IT strategies aligned with global logistics operations, enabling scalable growth and technology modernization.
Oversaw global 24/7 operations across infrastructure, cybersecurity, and applications, ensuring continuous business support.
Interfaced with business unit executives and other IT functional area executives to define support initiatives and solutions for improving service efficiency and effectiveness.
Develops and executes strategic relationships with other team members and leaders across IT and business operational teams and can develop and lead an organizational technology plan that is aligned with senior management and the company's growth strategy.
Led the direction and provided standards for operational processes, procedures, policies, and best practices for the enterprise, infrastructure strategy, and architecture, including Windows and Linux servers, backups, disaster recovery, AWS management (cloud), VMware, Data Domain, endpoint protection, security, zero-trust topology, WMS, and ERP and cybersecurity and compliance).
Direct, develop, and provide leadership to the IT team, establishing priorities, setting goals, monitoring progress, and coordinating efforts with other business units; the team is comprised of Help Desk, System Engineers, Service Desk Engineers, Software Analysts, and Database Analysts, and ensure that the correct technological skills balance is established.
Participated in IT strategy planning activities, bringing current knowledge, a future vision of technology and systems, and best practices (e.g., ITIL) as related to the needs of the business.
Develop and implement Sophos XDR across the enterprise.
Supported mergers and acquisitions.
Provided executive planning, estimates, and oversight to corporate solutions and IT operations projects. Managed customer expectations and provided team direction.
Develop and maintain continual improvement of the effectiveness, stability, and security of IT teams and the environment.
Recorded, tested, and maintained regular controls to ensure regulatory compliance (SOX, HIPAA).
Managed external vendors, evaluating their services, meeting the required SLAs, and negotiating the terms and conditions of their services to keep in line with the business objective.
Represent the escalation and decision point as appropriate. Contribute to incident resolution, making key decisions as necessary.
SENIOR IT DIRECTOR 04/2013 to 08/2015
Batory Foods - Des Plaines, IL
Directed and led multi-disciplined systems professionals, including engineers and analysts.
Managed IT operations staff through effective recruitment, supervision, and performance evaluation.
Enhanced capacity to deliver high-quality solutions meeting or exceeding expectations.
Established and monitored IT service level agreements (SLAs) for operational accountability.
Oversaw management of GP Dynamics ERP to streamline business processes.
Developed and implemented functional policies for network architecture and service provision.
Analyzed, benchmarked, and reported on IT infrastructure improvement opportunities.
Ensured 24/7 uninterrupted infrastructure operation with robust backup provisions.
IT OPERATIONS MANAGER 02/2010 to 04/2013
Abelson Taylor - Chicago, IL
Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing, and service provision.
Benchmarks, analyze, report, and make recommendations for the improvement and growth of the IT infrastructure and IT systems.
Managed the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, operating systems, and associated hardware.
Managed the purchasing process and asset management for all IT equipment and software inventory, including vendor management.
Managed IT operations staff, including recruitment, supervision, scheduling, development, and evaluation.
Managed and supported servers running Microsoft Windows 2003, 2008, SQL, Exchange, SCCM, SharePoint, Lync, vSphere, and Cisco Network Equipment.
Managed upgrade and implementation projects for Lync 2010 for 250 users, for telephony and instant messaging, and upgrade to SharePoint 2010.
Incorporate best practices regarding network operations, email delivery, Windows implementations, and Help Desk ITIL standards.
Ensured the infrastructure is running uninterrupted on a 24/7 basis, with adequate provisions for backup and emergencies.
TECHNICAL MANAGER 04/1998 to 02/2010
World Color - Greenwich, CT
Develop and implement all functional policies, procedures and best practices, including those for network architecture, standards, purchasing, and service provision.
Benchmarks, analyze, report, and make recommendations for the improvement and growth of the IT infrastructure and IT systems.
Managed the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, operating systems, and associated hardware.
Managed the purchasing process and asset management for all IT equipment and software inventory, including vendor management.
Managed IT operations staff, including recruitment, supervision, scheduling, development, and evaluation.
Managed and supported servers running Microsoft Windows 2003, 2008, SQL, Exchange, SCCM, SharePoint, Cisco Call Manager, vSphere, and Cisco Network Equipment.
Ensured the infrastructure is running uninterrupted on a 24/7 basis, with adequate provisions for backup and emergencies.
Build a high-performance team culture within IT and maximize collaboration across the organization.
Performed regular system audits to identify and address potential security vulnerabilities.
EDUCATION
Eastern Illinois University - Charleston, IL
Bachelor of Arts
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