Seasoned IT Professional

Ernest B Howells

**** *********** ***. ****** ****, PA 19027

Cell: 267-***-****

Home: 215-***-****

************@*******.***

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Information Technology Professional

I am a multifaceted and dynamic Information Technology professional and accomplished leader with over twenty years of experience and success in enhancing and improving information technology for companies. I am looking for opportunities to increase value to a company by maximizing IT services that result in revenue gains for the business.

Professional Experience

Wyeth/Pfizer Pharmaceuticals

Senior Tech Lead: Operation Support (July 2009 – Present)

Play lead technical role in ensuring the health and stability of systems operations and networks. Provide sophisticated technical expertise in the analysis of moderately to highly complex problems and malfunctions, and take corrective action. I participate in the development of long-term technical solutions or resolving current issues in support of system and network operations. Direct interface between operations and engineering groups.

Associate Director: Vendor Process and SLA Management (2007-July 2009)

I headed up a new group for the global shared services division, responsible for developing a global service delivery model for the company. I was able to increase service levels by twenty five percent, while saving the company over 1.5 million dollars in managed services contracts, in less than two years with a staff of two professionals. By developing a service model based on ITIL standards I was able to achieve:

• Creating a robust team (vendor management) with direct responsibility for network operational support by being the direct interface between internal engineering and operations groups, between internal groups and our vendors, as well as the interface between internal operations and the user (business) community.

• The creation of a global, follow the sun, support model based on virtual IT teams, who were geographically located throughout the world.

• Tighter collaboration among project management, engineering, sourcing, and executive management teams, who helped increase vendor service productivity worldwide.

• A web based repository for IT assets and services.

• A comprehensive change management policy that has shortened the lead time of network services from ninety days to ten business days. This has increased value to the business while saving costs by discontinuing older services quickly.

Associate Director: Global Network Operations (2000-2007)

In this role, I was able to consolidate support of the global enterprise network and the North American mail and application services within one organization, which resulted in huge cost saves to the company due to the efficient use of resources. By recognizing and developing talented engineers and managers, IT service uptime was increased. Some achievements during my tenure in the role include:

• The successful move of the corporate data center in 2001. This involved over eighteen months of planning and seven weeks of coordinated infrastructure moves of over five hundred servers, switches and routers and hundreds of data circuits.

• 100% uptime during the data center move, which had no impact to the business.

• The successful conversion of IT infrastructure operating system changes to accommodate Y2K, with no impact to the business.

• Business continuity / disaster recovery test times of less than twenty four hours for the global networks, while the company standard was set at seventy two hours.

Additional Roles

 1989-1993 Senior Network Engineer, Wyeth

 1993-1995 Manager: Network Command Center, Wyeth

 1996-1996 Manager: Network Operations, City of Philadelphia

 1996-1998: Senior Network Engineer, Wyeth

 1998-2000: Manager: Global Wan Support, Wyeth

Education

Bachelor Degree in Business Administration (ongoing)

Dean List (4.0 GPA)

Holy Family University, Philadelphia, PA

Military Diploma

United States Marine Corps Computer Science School, Quantico VA

Areas of Expertise

• Executive Reporting and Presentations

• IT Operations Management and Support

• Global Network Management

• Vendor and Service Management

• Client Services

• Business Integration and Support

• Business Continuity / Disaster Recovery

• Budgets/Financials

• Contracts, Service Levels, Statements of Work, Proposals

• Project Management, Lifecycle Management

Technology Experience

• Cisco network technologies

• Novell / Groupwise application and e-mail infrastructure

• Windows servers

• HP server hardware

• IP Telephony

• Data Centers

• Proactive monitoring tools

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