Project Manager Management

HELENA M. BRUNDIDGE

**** ***** ****** **.

Alpharetta, GA 30004

H: 770-***-****

M: 404-***-****

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

SUMMARY OF QUALIFICATIONS

Over 15 years of IT experience-directing teams in 24/7 customer focused Data Center environments. A proven track record in IT Data Center Operations Management with vast experience in Server/Infrastructure Support, Network , Backup/ SAN Storage Solutions (Media Management, Monitoring), Database (DB2), Application, System Administration, Project Management, Support Operations environments coupled with expertise in the design, migration, construction, moves, infrastructure(power, cooling, switchgear, cabling, fire detection) and consolidation of mission-critical Data Centers. Specialization includes Disaster Recovery, High Availability and Virtualization. Design planned, purchased and fully implemented a wide variety of applications, systems, and networks, in order to provide the best business functionality for the lowest cost.

• Application & System Implementations • Data Protection Solutions (Backups, Media)

• Service Level Agreement Negotiations • Data Center Moves & Disaster Recovery

• Sarbanes-Oxley • Capacity Planning and Performance Analysis

• ITIL – Base IT Service Management - Change, Release, Incident and Problem • Vendor Management

Known for defining and implementing a shared vision, which encourages creativity, productivity, results and excellence.

PROFESSIONAL EXPERIENCE

DIVERSIFIED TECH (CONTRACT) AT&T Hosting – ATLANTA, GA 12/2008 – 05/2009

IT Operations Data Center Project Manager (Service Delivery) – IT DC Operations/Network/ Server/Application Administration for Global Data Centers - Responsible for Technical Delivery, Administration and Project Initiatives for 24x7 Co-location Data Centers supporting billing and multi-media. Managed and maintained all infrastructure and application service levels including; Windows/Unix/Linux Servers, IBM (AIX,MVS, z/OS, AS400) Cisco network, Desktops, Backups (onsite/offsite media, daily, weekly, monthly jobs and vaulting activity), Job Scheduling, WCM studio (Oracle content management), EMC Storage, Database, Middleware Services, Server Build, and Service Desk. Managed the day-to-day operations of the department ensuring operational readiness of existing systems and services.

• Assisted with design and implementation of new data center including move planning (power, HVAC, Fire Suppression, and Physical Security), migration implementation and coordination.

• Participated in strategic roadmap planning for Global Data Centers.

• Monitored all server and system software activity to ensure service availability. Provided statistical data reports that support availability management process.

• Performed change, release, incident, and problem management activities to support t processes in all regions

• Monitored, schedule and provided support (through CA-7) for all server and system activity.

• Reviewed Data Center statistics and other appropriate information to assess performance trends and recommend solutions for improvement to operations.

• Negotiated service level agreements with clients and monitored service delivery to ensure agreed upon targets are met or exceeded. Served as interface between IT teams and Service Desk.

• Provided technical assistance; communicated customer suggestions for enhancements, documented problems and corrective procedures, to ensure proper resolution and follow-up.

• Maintained all service delivery operations and service levels for applications, services, and systems in the Production environment. Responsible for continual service improvement.

• Isolated, diagnosed, and restored business operations in a timely fashion. Escalated to specialized engineering support when necessary.

• Maintained proactive health check operations, service monitoring alerts, and comprehensive configuration documentation for all environments.

• Supported application development and engineering groups on operational processes that account for and validate all dependencies

• Maintained and enforced standardized, repeatable administrative and operational policies and procedures.

ICON CONSULTANTS (CONTRACT) Hewlett Packard – ATLANTA, GA 07/2007 – 09/2008

Sr. Data Center Deployment Manager –Infrastructure and Applications (6) 50, 000 Square Feet Data Centers; Data Center Consolidation and Migration Project

Directed all aspect of hardware, network operations, application changes and asset management for co-location data center consolidation/migration and hosting project including related network, storage/backup, and High Availability infrastructure technologies. Responsible for maintaining all environmental controls Cooling, Fire Suppression, power (including generators UPS system), demarcation, building monitoring and equipment locations. Identified dependencies, changes, risks, and issues and implemented mitigating steps to minimize impact to project timelines. Provided 24x7 tier support, reported on project status and assured ongoing support post-move. Managed technical resources; including customization of Tape Management processes to ensure core data backup and efficiency.

• Ensured, evaluated and implemented backup solutions for enterprise backup for UNIX, Windows and Linux environments.

• Played key role in the implementation coordination and support of High Availability architecture across all HPIT data centers.

• Responsible for managing data center hardware moves and coordinating application go-live dates.

• Ensured Asset locations utilizing RFID and Altiris for 4000 servers for accuracy, location and delivery status including detailed reporting. Reports generated and track using Excel spreadsheets and MS Project. Also maintain communications with vendors concerning product availability.

• Ensure the configuration and implementation of HP Service Center; including HP Connect IT.

• Conduct regular service reviews, manage and audit performance relative to Service Levels.

• Manage the coordination and approval of Change Requests for infrastructure components, communicate and publish Change notifications in collaboration with IT departments. Implemented policies, processes and procedures as the changes related to the data center consolidation.

MODIS IT (CONTRACT) UNUM CORP – CHATTANOOGA, TN 05/2007- 07/2007

Change/Incident/Problem/Release Management Consultant – ITIL Process Alignment

MATRIX RESOURCES (CONTRACT) IHG GROUP – ATLANTA, GA 12/2005 – 03/2007

Service Delivery Project Manager – for Global Data Centers

Responsible for re-engineering Process, Change, Incident and Problem Management, Disaster Recovery, Backup/Recovery, Reporting and Service Desk activities for 24x7 Global Data Center Operations. Coordinated and facilitated Data Center Co-Location, Change, Release, Incident and Problem solutions to ensure Audit readiness. Performed Root Cause Analysis on all outages/ production system issues and provided recommendations to Senior Management to ensure gaps and resolutions were identified. Coordinated and directed IT staff to ensure that necessary technical and process information is provided to avoid delays or noncompliance.

• Ensured adherence to and recommend continuous improvements for all process management policies and guidelines. Responsible for designing service level management business process and solutions.

• Conducted analysis and generated reports for management on SAN implementation and off-site SAN to SAN solutions. Provided and documented audit standards for backup solutions to ensure compliance/

• Facilitated implementation of primary backup server (CA-7) on UNIX distribution client for business data and disaster recovery.

• Utilized Exchange email, Service Oriented Architecture (IBM IFW, DB2, and IBM ES9000), Stellent Content Management, PeopleSoft Enterprise IT Asset Management and Peregrine Service Center to coordinate internal support activities across Global IT environment. Created reports and verified serial numbers in IBM Tivoli Asset Management Database.

• Facilitated and directed activities associated with the development of Business Impact Analysis and cross-functional internal/external Disaster Recovery.

• Worked with Internal Audit and E&Y to ensure systems and operations were SOX compliant.

• Provided process governance disciplines for test and production systems including change and incident activities to prevent application outages or downtime.

• Analyzed customer issues and recommend course of action leading to problem resolution.

EARTHLINK CORPORATION – ATLANTA, GA 04/2004- 07/2005

Network Operations Center Manager / Application Support

Managed 24x7 real-time systems support team and network monitoring for invoicing, billing and data replications. Worked with internal customers, Key participation in Change Review Board, daily Operations meetings, outage calls as necessary and reported status updates. Managed and delivered first and second tier (Level 1 &2) technical support and problem management to end users. Reported details of outages and final solutions to customers and management, ensuring resolution of all problems. Supported IBM, Windows, Linux and UNIX Environments

• Supported and maintained internal IT infrastructures that included Exchange, DB2 Content Management, Remedy Asset Management, SMS, and PeopleSoft (Oracle Finance).

• Developed and managed relationships with customers, peer organizations and vendors.

• Ensured data quality and integrity, communicated business risks, determined acceptable levels of exposure, implemented controls, and provided ongoing measurement and monitoring of the risk environment and compliance. Assisted developers with bug fixes, user testing and acceptance tests.

• Key team player in several initiatives including: Sarbanes-Oxley, Disaster Recovery, Incident, Service-Levels and Release Management.

04/2002-04/2004

FLEETCOR TECHNOLOGY CORPORATION – NORCROSS, GA

Sr. Project Manager /Application Implementation Support

Ensured successful execution of all production application processes, third party software upgrades migration of new product releases, customer implementation and post implementation support.

• Maintained applications and exceeded product service levels. Key role in providing 2nd level technical application analysis, production version upgrades, documentation and customer communications.

• Implemented CRM solutions created and managed reporting solutions using Crystal Reports. Recommended operational efficiencies to eliminate duplicate work efforts and streamline processes.

INTERLAND CORPORATION (CONTRACT) – ATLANTA, GA

Project Manager / IT Support Operations

Oversaw project scopes and project planning for Data Center consolidation for leading provider of Business Class Web Hosting Solutions for small to medium size businesses. Accountable for the successful initiation, management, and completion of all functions related to relocation of HP UX SQL, and Compaq Prolinant Window Servers. Spearheaded several improvement initiatives.

• Integral role in consolidation of two data centers in separate states to 1 centralized location; reorganized staffing/job functions, coordinated vendors, and communicated with customers.

• Deployed Stellent Universal Content Manager Solutions for CRM and compliance initiatives.

• Championed transformation from an unstructured environment to a compliant operation with standardized processes and procedures. Provided level 3 support escalation for leve1 and 2.

• Generated SLA metrics reports from the Siebel CRM ticketing database

• Managed outages and final solutions, ensuring high availability, reliability and scalability.

CHECKFREE CORPORATION – NORCROSS, GA 03/2001- 03/2002

Manager / Network Operations Center

Provided leadership for a mission-critical network operations center (NOC) furnishing 24/7 problem resolution for a leading provider of financial e-commerce solutions and services. Hosted online bill pay for major billing companies on the Internet ensuring all service levels were consistently met.

Client’s included AT&T, Macy’s, Cox Communications, Home Depot, and Bank of America.

• Coordinated and managed 16 technical support personnel and activity in all IT functions including:

Data Center Operations: Systems Backups, Disaster Recovery, and File Transmissions

Production Control: Network Administration, System Upgrades, and Software Upgrades

Help Desk Support: PC/Desktop Support, Customer Support, Application Support

• Liaison to hardware/software engineers to ensure system integrity for new and existing products.

• Developed and implemented a structured resolution process successfully reducing resolution mean time by 20%; formed resolution team which included representatives from various disciplines.

WESTLAW PUBLIC RECORDS – ATLANTA, GA 04/1999- 04/2001

Manager / Data Center

Provided strategic direction of daily operation and administration for High Availability system networks providing customers access to current public information database on Windows NT, Unix (Solaris), AS/400, MS SQL and Oracle Database. Consolidated and ensured timely input and accuracy of diverse data from multiple sources. Monitored level 2 ticket queues; identified, investigated and resolved technical problems. Managed daily recovery of data for all platforms from federal, state, private and international sources.

• Planned, scheduled, resolved and communicated changes prior to implementations.

• Identified regulatory changes that would affect data and application security policies, standards, procedures and recommended disaster avoidance and improved backup capabilities.

• Implemented a problem tracking system and Automated Scheduler software package. Developed reports for diverse customers including Dunn & Bradstreet, Equifax, and TransUnion.

• Designed, tested, and implemented policies/procedures for Y2K, security, and disaster recovery.

GTE MOBILNET COMMUNICATIONS – ATLANTA, GA 02/1994- 04/1999

Supervisor/ Data Center

Directed billing operations for multiple Outsourced Data Centers including all facets of personnel management for a staff of 25 in a 24/7 environment. Managed multi-platform hardware including DEC/VAX, DEC/Alpha, AS400, IBM Mainframes, Compaq Servers, and Sun Servers.

• Led end-to-end backup recovery strategy for enterprise implementation.

• Wrote procedures for daily processing, invoice processing, production standards, and Y2K testing.

• Implemented monitoring tools to improve tracking of jobs/projects; reduced error rate by 30%.

PROFESSIONAL DEVELOPMENT

(Multiple Technical courses in Operation Systems and Networks)

• Creating a Culture of Innovation – May 2005

• The Effective Facilitator – December 2006 • Managing Knowledge Across Your Organization – January 2004

• ITIL Training Workshop – June 2005 • Concepts and Principles of Quality Improvement – October 2001

• Stop at Nothing/High Impact Leadership – July 2004 • Information Systems Project Management – March 2002

• Managing Team for Better Performance – August 2002 • Disaster Recovery Planning – November 1999

TECHNICAL SKILLS

Applications: E-Commerce, Online Public Records Database, Wireless Industry (POS), Online Banking, Personnel/Payroll, Sales Force Automation, Billing, Data Warehouse, Java, WebBase Solutions Hardware: IBM Mainframes (ES9000,OS/390) Windows 2000/2003, AS400, Compaq, Sun, HP9000, HP DASD, Compaq Proliant Servers Ml530&DL580, Cisco Routers, Cisco PIX VPN, EMC Disk Drives, Compaq Alphaserver GS140 Software: ORSYP, SIEBEL, LAN Manager, FoxPro, Active Directory, Linux, Unix, DB2, Oracle, CICS, OS Ethernet, CA-7, CA-11, Tivoli, Remedy, SAP, Stellent Content(v7.5), CA Scheduler, Microsoft Office Suites (Excel/ MS Project), Lotus Notes, Altiris, OmniBack 3.5 and 4.1, Veritas, Legato, Track-IT, Openview Technical Support: PC LAN, Novell, Help Desk, Desktop Support, Print Operations, EDI, EFT, FTP, Unicenter, Vantive

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