Customer Service Manager
Resume:
Gary R. Sefton
Stallings, NC 28104
********@*****.***
Summary of Qualifications
IT Director with 25 years of experience in IT Infrastructure Operations, IT Security, and Infrastructure Architecture. I have successfully provided strategic and tactical planning for IT Infrastructure; ensuring that IT is aligned with the business needs and drivers. I have hired, managed, developed, lead, motivated and trained a highly professional Customer Service Oriented organization. Prepared and managed budgets while seeking opportunities for return on investment (ROI), analysis of total cost of ownership (TCO), and cost savings. This included Project Management, Change Management, Implementation Management, and Risk Analysis and Mitigation. Established and managed a set of performance metrics and SLA’s to measure, monitor and improve performance of the IT Infrastructure organization. I have provided quality by insuring the integrity of network, web infrastructure, IT Security, and systems infrastructure. Negotiated and managed contracts for software, hardware, and services including establishing and managing SLAs. Successfully Project Managed and delivered many complex multi-location cross functional IT projects. Ensured that data and assets are properly protected (IT Security) by Developing Infrastructure and IT Security best practices, policies, and procedures. I have managed disaster recovery, business continuity processes, testing, and documentation to meet the needs of the business. Ensured internal and external audits performed, documented, and mitigated as required. Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business needs and objectives. Successfully functioned as lead Architect to provide technology road maps that were a lined with business strategic drivers
Developed IT architecture and implemented IT solutions supporting 3 data centers, up to 60,000 users in over 60 countries at 6,500 locations. This included deployment of VoIP Call Centers (Cisco’s IPCCE) to support multiple worldwide call centers and Voice, Web, and Video conferencing (Cisco’s Meeting Place) supporting over 700 concurrent Voice and Web connections. Developed and tracked an annual budget for IT Infrastructure including circuits, hardware, software, maintenance, and personnel. I have extensive experience in reducing IT costs and improving inefficiencies resulting in saving millions of dollars in both reoccurring costs and onetime costs.
Experience
Sr. IT Consultant, Self Employed, Oct 2010 to Present
Solutions Architect, IT Security, Data Center, IT Infrastructure, IT Networking, VoIP, Telecommunications, Project Management, Change Management, Process and cost improvement. Currently functioning as a Solutions Architect for Mobile Marketing solution for a Service reseller. This project is to develop and implement a Mobile Marketing solution using SMS Text messaging. This project includes system development, application development, vendor relationship development, project management, and architecture.
Director IT Architecture and Infrastructure, PRA International, Dec 2007 to Sept 2010
• Hired, managed, developed, motivated and trained a highly professional Customer Service Oriented organization with 17 employees
• Prepared and managed budgets while seeking opportunities for ROI, analysis of TCO, and cost savings
• Ensured integrity of network, web infrastructure, IT Security, and systems infrastructure. This included Project Management, Change Management, Implementation Management, and Risk Analysis and Mitigation
• Established and managed a set of performance metrics and SLA’s to measure and improve performance of the IT services
• Negotiated and managed contracts for software, hardware, and services including establishing and managing SLAs
• Oversaw capacity and performance management for all data processing, call centers, data storage, and network functions
• Working knowledge of Data Center, Server, Storage, Security and Networks
o Servers – Dell, IBM, HP
o Storage Platforms (SAN/NAS) – EMC
o Infrastructure/Server Operational Components – OS; Microsoft, Linux, AD, Exchange, SCCM, Comvault, BrightStore, VMware, IM
o Security –Firewalls; Cisco, VPN, MARs, IPS, Anti-virus; Trend, MacAfee, Proxy; MS ISA, Bluecoat
o Network – Cisco Routers, Switches Access Points, ACE, CSS, WAAS
o VoIP - Cisco Call Manager, Unity, Unified Communication, Call Center, IPCCE, IPCCX, Unified Contact Center, IVR, Meeting Place, Nortel
• Successfully Project Managed and delivered many complex multi-location cross functional IT projects.
• Ensured that PRA’s data and assets are properly protected (IT Security)
• Developed Infrastructure and IT Security best practices, policies, and procedures
• Managed disaster recovery, business continuity processes, testing, and documentation
• Ensured internal and external audits performed, documented, and mitigated as required
• Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business objectives
• Successfully functioned as lead Architect to provide technology road maps that were a lined with business strategic drivers
Manager of Network Operations, Family Dollar Stores, Jan 2006 to Nov 2007
• Hired, managed, developed, and motivated a highly professional Customer Service oriented organization with 25 employees
• Prepared and managed budgets while seeking opportunities for ROI, analysis of TCO, and cost savings
• Developed and implemented processes that can successfully support 10,000 locations and 100,000 users
• Established and managed performance metrics and SLA’s to measure and improve performance of IT services
• Negotiated and managed IT contracts including establishing and managing SLAs
• Oversaw capacity and performance management for all call centers, telecommunications, and network functions
• Working knowledge of Data Center, Server, Storage, Security and Networks
o Servers – IBM, HP – OS; Microsoft, Linux, VMware
o Security –Firewalls; Cisco, Juniper, Check Point VPN, MARs, IPS, Anti-virus; Trend, Proxy; Bluecoat
o Network – Cisco Routers, Switches Access Points, ACE, CSS, WAAS
o VoIP - Cisco Call Manager, Unity, Unified Communication, Call Center, IPCCX, IVR, Meeting Place, Nortel
• Successfully Project Managed and delivered many complex multi-location cross functional IT projects
• Ensured that Family Dollar’s data and assets are properly protected (IT Security)
• Developed Networking and IT Networking Security best practices, policies, and procedures
• Managed disaster recovery, business continuity processes, testing, and documentation for networking
• Ensured internal and external audits performed, documented, and mitigated as required
• Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business objectives
• Developed and implemented a PCI compliant credit card payment system
• Developed NOC for monitoring corporate and store networks
• Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business needs and objectives
Manager of Network Operations and Planning, QuikTrip, 2000 to 2005
• Hired, managed, developed, and motivated a highly professional Customer Service oriented organization with 9 employees
• Prepared and managed budgets while seeking opportunities for ROI, analysis of TCO, and cost savings
• Working knowledge of Data Center, Server, Storage, Security and Networks
o Servers – HP, AS400
o Storage Platforms – EMC
o Infrastructure/Server Operational Components – OS; Microsoft, AD, Exchange, SCCM, Comvault, VMware, IM
o Security –Firewalls; Cisco, VPN, IPS Anti-virus; Trend, Proxy; MS ISA
o Network – Cisco Routers, Switches Access Points, CSS
o VoIP - Avaya, Unified Communication, Call Center, IVR, Live Meeting
• Established and managed performance metrics and SLA’s to measure and improve performance of the IT services
• Negotiated and managed contracts for IT services including establishing and managing SLAs
• Successfully planned, organized, prioritized and delivered complex multi-location cross functional IT projects
• Implemented a PCI compliant credit card payment system
• Implemented new network technology to provide high speed low cost network connectivity to the stores
• Successfully Project Managed and delivered many complex multi-location cross functional IT projects.
• Responsible for the relocation of corporate data center
• Ensured that QuikTrip’s data and assets are properly protected (IT Security)
• Developed Infrastructure and IT Security best practices, policies, and procedures
• Managed disaster recovery, business continuity processes, testing, and documentation
• Ensured internal and external audits performed, documented, and mitigated as required
• Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business needs and objectives
• Successfully functioned as lead Architect to provide technology road maps that were a lined with business strategic drivers
Delivery Executive, IBM Global Services, 1993 to 2000
• Successfully managed PMO group for over 5 years
• Established and managed a set of performance metrics and SLA’s to measure, monitor and improve performance of the Outsource contract
• Hired, managed, developed, and motivated a highly professional Customer Service Oriented organization with 25 employees
• Negotiated and managed contracts for software, hardware, and services including establishing and managing SLAs
• Successfully planned, organized, prioritized and delivered complex multi-location cross functional projects
• Managed revenues and cost for multiple customer
• Successfully provided interface to the customers executive team
• Managed the transition of services and support to IBM, in line with the outsource agreements
• Achieved aggressive cost and revenue goals while providing outstanding customer service
• Developed bid and SOW responses to customer requests
• Developed bid responses for new Outsource contract
Manager of Network Engineering and Support, McDonnell Douglas, 1986 to 1993
• Hired, managed, developed, lead, motivated and trained a highly professional Customer Service Oriented organization with 12 employees
• Prepared and managed budgets while seeking opportunities for return on investment, analysis of total cost of ownership, and cost savings
• Established and managed a set of performance metrics and SLA’s to measure and improve performance of the IT services
• Negotiated and managed contracts for software, hardware, and services including establishing and managing SLAs
• Oversaw capacity and performance management for all call centers, telecommunications, and network functions
• Supported a customer base of 100,000 telephones and 100,000 data terminals
• Successfully Project Managed and delivered many complex multi-location cross functional IT projects.
• Developed Networking and IT Networking Security best practices, policies, and procedures
• Managed disaster recovery, business continuity processes, testing, and documentation for networking
• Ensured internal and external audits performed, documented, and mitigated as required
• Developed and managed IT strategic and operating plans, budgets, and resources to achieve long-term business needs and objectives
• Managed Voice and Data Communication project that had varying levels of security requirements and complexity
• Designed inside and outside cable plant installations
• Designed voice and data networks to meet business needs
Military Service: 1977 to 1981
Sergeant (E5), USMC
Avionics Technician for Presidential Helicopter Squadron, Honorable Discharge DOD Top Secret Security Clearance
Education: Bachelor of Science in Management, Tarkio College 1988
Certifications: ITIL Foundation, CCNA
Additional training:
Situational Leadership, Interconnecting Cisco Devices, Building Scalable Networks, and Microsoft Project Management. Attended various LAN/WAN and Data Communication classes and various Nortel classes, Project Management Fundamentals, Leadership, IBM Manager Training and Project Executive training.
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