Data Center Operations & Critical Infrastructure Manager

Ernest C. Bloomer

Birmingham, AL 205-***-**** ******.*******@*****.*** Open to Relocation Nationwide

CENTER OPERATIONS MANAGER INFRASTRUCTURE & CRITICAL OPERATIONS LEADER

PROFESSIONAL SUMMARY

Data center operations and infrastructure leader with 15+ years of IT operations experience across secure government, healthcare, pharmaceutical, telecom, nonprofit, and MSP-style environments. Proven record leading multi-site support operations, incident response, SLA/KPI performance, endpoint lifecycle, asset management, modernization projects, documentation, and service availability. U.S. Navy Nuclear Power School graduate with shipboard engineering operations experiences aboard USS America CV-66; trained in procedural compliance, maintenance discipline, safety, watchstanding, and operational reliability in mission-critical environments. Deep hands-on expertise in Microsoft 365, Entra ID/Azure AD, Intune, SCCM, networking, security-conscious operations, ServiceNow, ITIL practices, and technical team leadership.

DATA CENTER OPERATIONS VALUE

• Sustained 99.9%+ service availability across multi-site environments through proactive monitoring, escalation, and service ownership.

• Reduced mean-time-to-resolution (MTTR) by approximately 25% through improved triage, escalation paths, documentation, and standardized workflows.

• Maintained SLA compliance above 95% for incident response and resolution targets while supporting Tier 1-3 technical operations.

• Brings Navy nuclear engineering discipline, checklist-driven execution, and safety-first operational habits to critical infrastructure environments.

CORE COMPETENCIES

Data Center Operations Management Critical Infrastructure Operations NOC & Service Desk Leadership Incident, Problem & Escalation Management ITIL Service Management SLA, KPI & MTTR Ownership 24x7 Operations Readiness Server, Endpoint & Hardware Support Asset Management & Lifecycle Control Microsoft 365 Azure/Entra ID Intune & Autopilot Active Directory SCCM Imaging TCP/IP, VPNs, Firewalls & Switches ServiceNow, ConnectWise, TeamViewer & Bomgar Security-Conscious Operations Access Control, Logging & Audit Support SOPs, Runbooks & Documentation Team Leadership, Training & Performance Reviews Jira, Scrum & Agile Project Management Vendor Coordination & Technology Modernization

PROFESSIONAL EXPERIENCE

IT Administrator / Manager - MAP Jefferson County Head Start

Oct 2023 – July 2026 Birmingham, AL

• Lead daily IT operations across multiple locations, providing Tier 1-3 technical support and operational coordination.

• Own ticket prioritization, escalation management, incident coordination, service performance tracking, and end-user communication.

• Administer Microsoft 365, Entra ID, Intune, Autopilot, identity controls, endpoint security, and device lifecycle processes.

• Track KPIs, assets, support trends, and service performance to drive continuous improvement and operational accountability.

• Support compliance-focused processes involving access control, logging, audits, documentation, and secure operations.

• Coordinate modernization projects, budget planning, user training, and vendor-supported technology improvements.

Systems Administrator - SAIC Contract (SOC-USA)

Jan 2022 - Jul 2022 Hoover, AL

• Provided Tier 2-3 systems support in secure government environments requiring reliability, discretion, and disciplined documentation.

• Implemented Zero Trust configurations using Azure AD and Intune to strengthen identity, access, and endpoint security controls.

• Managed incidents, assets, workflows, and operational tasks using ServiceNow ticketing and Monday.com.

• Supported structured escalation, access control, and secure operations practices aligned with regulated technical environments.

Senior Desktop Support - HCL America (Healthcare Environment)

Oct 2021 - Jan 2022 Birmingham, AL

• Delivered Tier II desktop, application, and endpoint support in a high-impact hospital environment supporting patient-care operations.

• Supported large-scale device refresh and lease-roll projects, including endpoint deployment, user coordination, and issue resolution.

• Resolved incidents using ServiceNow and Bomgar remote tooling while maintaining professionalism in time-sensitive environments.

• Applied clear communication, documentation, and escalation discipline to minimize disruption to clinical operations.

Systems Administrator - BioCryst Pharmaceuticals

Aug 2020 - Oct 2021 Birmingham, AL

• Led internal help desk operations supporting business-critical systems, users, endpoints, and network-connected resources.

• Managed Active Directory, SCCM imaging, endpoint provisioning, and system access for a regulated pharmaceutical environment.

• Maintained office networks, servers, switches, security systems, and technical documentation supporting reliable operations.

• Improved knowledge sharing and repeat-incident reduction through better documentation, user support, and process consistency.

Senior Desktop Support Analyst - AT&T

Jun 2019 - Jun 2020 Hoover, AL

• Provided enterprise desktop and field support for corporate users across authentication, endpoint, printer, and migration issues.

• Documented technical procedures, managed asset inventory, and supported onboarding technical training for staff.

• Delivered customer-focused technical support in a large enterprise environment with strong service ownership and follow-through.

Senior Customer Retention Lead & Data Analyst - AT&T / DIRECTV

Mar 2014 - Aug 2018 Huntsville, AL

• Led high-performing teams focused on customer satisfaction, retention, operational metrics, and service-quality improvement.

• Analyzed performance data and operational trends to identify gaps, improve reporting, and strengthen decision-making.

• Achieved sustained CSAT scores above 94% through coaching, service excellence, clear communication, and accountability.

• Developed performance reporting using SharePoint and Oracle tools to support leadership visibility into team results.

MILITARY ENGINEERING & CRITICAL OPERATIONS

U.S. Navy Veteran - Nuclear Power School Graduate USS America CV-66

Shipboard Engineering Operations / Mission-Critical Technical Training

• Completed rigorous Navy Nuclear Power School training emphasizing reactor plant theory, thermodynamics, electrical and mechanical systems, safety, maintenance discipline, and procedural compliance.

• Served aboard USS America CV-66 in a shipboard engineering operations environment supporting mission readiness and reliable operation of complex technical systems.

• Developed watchstanding discipline, checklist-driven execution, troubleshooting mindset, and operational accountability directly applicable to data center uptime, safety, power/cooling awareness, and critical operations culture.

EDUCATION & CERTIFICATIONS

DBA, Technology - Liberty University (In Progress)

MBA, Technology - Herzing University (Cum Laude)

BS, Mathematics; Minor in Physics - University of Alabama at Birmingham

U.S. Navy Nuclear Power School Graduate Served aboard USS America CV-66

Certifications: ITIL 4 CompTIA A+ CompTIA Security+ CompTIA Network+ Microsoft 365 Fundamentals (MS-900) Certified ScrumMaster

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