Customer Service Manager

ROBERT L. BURKE

Austin, Texas • 512-***-**** • *******@*****.***

Data Center Manager • Operations Manager

Experienced Data Center Manager and Leader with proven ability to effectively direct and manage multi-site data centers and supervise results-driven technical teams. Well-versed in leading facility operations and infrastructure to ensure internal functionality and deliver a consistent, efficient, and uninterrupted user experience to customers. Strong ability to prioritize client satisfaction and face-to-face interaction. Team manager highly adept at ascertaining technological needs, communication of objectives, and direct staff. Seeking a role leading IT infrastructure and operations while managing an effective team within an established and successful company. Key Competencies:

Facilities/Operations

Networks/Servers

Team Management

Customer Service

Change Control

Staff Development

Project Management

Databases

Report Writing

Data Security

Applications

Processes & Procedures

ITIL Compliance

Innovation

LAN/WAN

PROFESSIONAL HISTORY

UNISYS CORPORATION

Data Center Manager 2008 – Present

Manage data center operations, security, technological infrastructure, and IT team for this worldwide information technology company within a 16,000 sq. ft. raised floor data center and 56,000 sq. ft. of office space.

DATA CENTER OPERATIONS: Manage day-to-day operations, maintenance, and backup for data center to ensure services are delivered without interruption. Provide diligent upkeep for electricity, networking, cooling, and cabling.

CHANGE CONTROL: Direct and oversee ITIL compliant change control throughout the network. Plan, script, and execute 2,500 changes annually with less that 1% failure rate to assure zero interruption to end-user.

TEAM MANAGEMENT: Hire, develop, and retain talented and responsive staff. Manage 15-person team and conduct daily meetings. Clearly communicate objectives and expectations.

CUSTOMER SERVICE: Manage multiple customer needs and demands simultaneously and sequentially. Interface with customers to bring about optimal results for both the client and company.

DATA SECURITY: Supervise 24/7 physical security. Ensure badges are checked for clearance in secured areas. Control access to data in order to protect confidentiality of highly sensitive and secure information.

SYSTEMS REPORTING: Write reports and recommendations to prevent security breaches, reduce energy costs (according to energy needs), and balance staff against resources to accomplish SLA objects.

Key Accomplishments:

Maintained superb uptime for data center with no outage in power or facilities for three years.

Balanced CRACs to electric load and thereby reduced electric consumption at Austin Data Center by 15%.

Directed a 5,000 sq ft expansion of floor space at San Angelo Data Center including installation of CRACs, PDU/UPS, network cabling, and racks.

Developed roadmaps and identified cross-functional duties in order to clarify and accomplished SLAs.

ENVISION UTILITY SOFTWARE CORPORATION

Operations Manager 2005 – 2008

Provided strategic leadership, infrastructure solutions, and technical client support for this service bureau.

FACILITIES/OPERATIONS: Directed personnel, facilities, computer networks, phone systems, servers, computer room, cooling, and customer support for applications. Managed Oracle 10G database.

NETWORKS/SERVERS: Managed networking and server groups. Designed and implemented networks and redundant networks to maintain 99% uptime. Implemented software patches and upgrades.

PEOPLE MANAGEMENT: Hired and developed successful staff and instilled a strong sense of company culture. Directed team-based problem solving for building and refurbishing sites, servers, and networks.

24X7 UP TIME: Assured that software was up and running 24/7 and generated revenue for the co-op. Maintained and improved applications to provide consistent and reliable service for end user.

CUSTOMER SERVICE: Scheduled with customer to undertake improvements and problem solving efforts. Understood customer’s requirements and needs; communicated with developer to script and apply changes.

Key Accomplishments:

Managed the construction of data center in San Marcos from start to production in four months.

Reduced costs and improved communication between San Marcos and Santa Fe teams by implementing video conferencing systems.

Developed, implemented, and tested disaster recovery plans for on-site employees and customer data recovery.

Upgraded PEC customer information system database from Oracle 8X to 10G.

Led major facility move from Santa Fe to Albuquerque to be completed on budget and on time.

PERDINALES ELECTRIC COOPERATIVE

Operations Supervisor 2000 – 2005

Accomplished technological benchmarks by advising customers and managers, facilitating operations, and managing technical staff at this $44 Million IT plant.

REGIONAL OPERATIONS: Administrated technical operations for main campus, district, and business offices including 700 users and desktops. Managed and maintained servers, networking, WAN, WAN/TEL, Microsoft Office applications, web development, database management, and specialized applications.

TEAM MANAGEMENT: Hired, trained, and managed teams of 20+ people. Encouraged IT team to visit remote sites and establish rapport with customers. Designated projects, schedules, and responsibilities.

PROJECT MANAGEMENT: Prepared budgets and forecasts. Organized and submitted project timetables and post-release customer requests. Collected, interpreted, analyzed, and distributed assignment information.

INNOVATION: Experimented with new technologies in small test environment and implemented upgrades.

Key Accomplishments:

Remodeled data center including new power, generator, and PDU with zero downtime.

Implemented UAI-GIS software in seven district offices and 40 service trucks.

Implemented Altitris remote PC management software so staff could reboot and rebuild PCs remotely, address desktop issues with reduced turnaround time, and streamline software package deployment for 700 users.

Upgraded co-op with JD Edwards/Oracle Enterprise Resource Planner, Oracle Customer Information System, Cisco routers, and Citrix.

PLAN DATA INCORPORATED (PDI)

Network Manager 1997 – 2000

CUSTOM DEVELOPMENT: Developed intranet website to house private company information, HR policies, and research papers. Upgraded users to identical computers and configuration to reduce troubleshooting time.

CLIENT SERVICE: Implemented web and voice response systems for clients to access account balances, make changes, and request loans.

NETWORKS/SERVERS: Updated and redesigned network, servers, and ethernet switching.

EDUCATION AND CONTINUING EDUCATION

B.S. in Industrial Technology, Minor in Business Administration, Sam Houston State University

Additional Training: Problem Solving, Building a Problem Solving Team, Team Facilitation Skills

Building Effective Teams, Effective Supervisory Management

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