IT Infrastructure and Operations Leadership

TIMOTHY THOMAS

Senior IT Infrastructure Manager

Infrastructure Operations Leader

Enterprise Technology Leader

Charlotte, NC • 425-***-**** • *******.******.****@*****.***

EXECUTIVE PROFILE

IT Infrastructure and Operations leader with 10+ years of experience spearheading enterprise infrastructure operations, IT service delivery, governance, cybersecurity coordination, and operational excellence. Recognized for transforming infrastructure organizations through disciplined service management, leadership development, and technology modernization that improve reliability, reduce operational risk, and align IT services with organizational priorities.

Enterprise Scope

Leadership Brand

Selected Achievements

• 1,400 Users

• 40 Locations

• 6 Direct Reports

• 8-node Dell EMC VxRail

• HA Palo Alto Architecture

• 100+ Managed Switches

Develop people.

Standardize operations.

Reduce risk.

Align technology with business goals.

• Network modernization

• ITIL governance

• Zero Trust

• Executive KPI dashboards

• Coaching culture

LEADERSHIP CAPABILITIES

Infrastructure Leadership — Direct enterprise infrastructure operations supporting 1,400 users across 40 locations while enabling engineering teams to deliver secure, reliable technology services.

Operational Excellence — Establish ITIL service management, Change Enablement, executive reporting, and documentation standards that improve organizational maturity.

Leadership — Build high-performing infrastructure teams through coaching, accountability, and continuous improvement.

Executive Partnership — Collaborate with executive leadership on technology strategy, budgeting, vendor management, business continuity, and enterprise risk management.

OPERATIONAL TRANSFORMATION LEADERSHIP

• Designed and implemented the Infrastructure Change Enablement program, introducing structured approvals, impact assessments, maintenance communications, implementation validation, and documented rollback procedures.

• Established the enterprise network and server documentation repository, improving operational continuity, knowledge management, and infrastructure support readiness.

• Developed an ITIL-aligned infrastructure escalation framework defining engineering response expectations, executive notification thresholds, and governance standards distinct from Service Desk operations.

• Instituted daily operational stand-ups, standardized work reporting, and ticket lifecycle governance across Backlog, To Do, In Progress, and On Hold states to improve accountability and execution.

• Championed Azure Arc adoption and established proactive daily infrastructure health and network alert reviews to strengthen hybrid management, operational awareness, and risk identification.

CORE LEADERSHIP

Infrastructure Strategy • IT Operations • Operational Governance • Organizational Leadership • Service Delivery • Vendor Management • Technology Roadmaps • Risk Management • Business Continuity • Executive Communications • Budget Planning • Leadership Development

TECHNICAL ENVIRONMENT

Infrastructure: VMware • Windows Server • Dell EMC • Microsoft 365 • Azure • Active Directory

Networking: Extreme Networks • Palo Alto • Aruba • Ubiquiti

Security: Zero Trust • MFA • SSO • Panorama

Business Continuity: Veeam • Unitrends • Disaster Recovery

PROFESSIONAL EXPERIENCE

Lancaster County IT Infrastructure Manager June 2023 – Present

Lead enterprise infrastructure operations supporting approximately 1,400 users across 40 locations.

Maintain 98–100% Critical (P1) SLA compliance with MTTR under one hour for Priority 1 incidents.

Implement ITIL-aligned Change Enablement and service management practices, achieving 95%+ documentation compliance.

Design executive KPI dashboards that improve visibility into SLA performance, MTTR, technician utilization, and service trends.

Direct Zero Trust planning and infrastructure modernization initiatives that strengthen cybersecurity and long-term resiliency.

Implement continual service improvement initiatives that reduce recurring infrastructure incidents by 15–20% while improving enterprise resilience.

•Direct enterprise Microsoft 365 and Azure services, including identity, collaboration, endpoint management, and cloud administration, supporting secure and reliable business operations.

•Developed standardized infrastructure playbooks, documentation standards, service management processes, and implementation procedures that improve delivery consistency, accelerate knowledge transfer, and strengthen team readiness.

•Coach and mentor six infrastructure professionals by establishing clear expectations, removing organizational obstacles, and fostering accountability, collaboration, and continuous improvement.

•Established enterprise standards for infrastructure procedures and lifecycle management that improved consistency, knowledge sharing, long-term service support, and organizational maturity.

•Defined executive escalation criteria and communication standards for infrastructure incidents, improving leadership visibility and service response.

•Directed the modernization and standardization of the enterprise network by replacing legacy infrastructure with Extreme Networks Universal Switching, improving resiliency, operational consistency, lifecycle management, and long-term supportability.

•Standardized executive reporting and ITIL-aligned change management practices that reduce implementation risk, improve maintenance consistency, and strengthen organizational discipline through impact assessments, communications, validation procedures, escalation standards, and rollback plans.

•Led enterprise Zero Trust initiatives that reduced east-west movement risk through network segmentation, MFA, SSO, penetration-testing coordination, and remediation planning.

•Partner with executive leadership to align cloud modernization, infrastructure lifecycle planning, vendor strategy, budgeting, business continuity, disaster recovery, and technology investments with organizational priorities.

Broadcom Technical Project Manager Consultant May 2018 – June 2023

Delivered executive communications, strategic reporting, and risk management for complex enterprise initiatives.

Led consulting engagements by coordinating engineering teams, vendors, and business stakeholders while overseeing infrastructure modernization, cloud initiatives, financial oversight, enterprise risk, and executive communications across multiple concurrent programs.

Managed project schedules, budgets, enterprise risks, issues, and change control to support executive decision-making.

Directed enterprise technology modernization initiatives with approximately 90% on-time delivery, 95% budget adherence, and customer satisfaction exceeding 90%.

Broadcom Network Technician April 2014 – May 2018

Supported enterprise infrastructure services across Windows Server, networking, and virtualization environments.

ENTERPRISE TRANSFORMATION HIGHLIGHTS

Enterprise Network Modernization & Standardization

Operational Governance & ITIL Transformation

Executive KPI Dashboard & Operational Reporting

Zero Trust & Cybersecurity Maturity

Infrastructure Standards & Lifecycle Management

Leadership Development Through Coaching

EDUCATION

Master of Business Administration, Computer Information Systems — Eastern New Mexico University (Portales, New Mexico)

Bachelor of Science, Business Administration — University of Colorado, Colorado Springs

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