Customer Service Life Insurance

JOHN MULLER BRUNOT, PMP ** HIGHLAND COURT, FISHKILL,

NEW-YORK 12524

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

C: 678-***-****

GOOGLE: 845-***-****

SUMMARY OF QUALIFICATIONS

• Demonstrated experience in management with over 10 years of experience in the IT field leveraging in-depth technical knowledge with keen analytical skills to identify weaknesses and implement business solutions that enhance efficiency and productivity along with providing excellent customer service in the technology field. Well rounded educational background with a Bachelor of Science degree in Computer Science and a Masters of Business Administration (MBA) focus in Technology Management. Ability to utilize technical and analytical skills to assess end-user needs, develop solutions and track progress. Ability to communicate well with all level of management and convey technical concepts to non-technical audience.

• Experienced in project management (PMP Certified), disaster recovery implementation and business continuity for dual data center, server administration, and software documentation and writing technical document, resolution of complex issues. Able to demonstrate professionalism, attention to details and collaborative nature. Ability to manage multiple projects and meet deadlines according to established scopes.

EDUCATION

MBA - Technology Management, Masters of Business Administration

University of Phoenix, Phoenix, Arizona

GPA 3.91/4.0

Studies focused in enhancing management skills needed to function effectively within a technology organization. Created and defended solutions to technology-based problems of crisis management, profitable growth opportunities, and change leadership. Refined problem solving skills along with communication, creativity, information utilization, and critical thinking skills through the use of problem-based learning.

Computer Science, Bachelor of Science, Math Minor in Statistics & Actuarial Science

New Jersey Institute of Technology, Newark, New-Jersey

Specialized in Human Interface Design and Computer Networking areas. Contributed towards research in Artificial Intelligence. The project involved researches on Artificial Intelligence and Interactive Software in helping students learn and write different programming languages.

EXPERIENCE

Director, Server Operations and Applications Support 2010 – Present

New York Life Insurance, Lebanon, New Jersey

• Management of the operation of the Technology Operations Center, including Server Operations and Applications Support. This entails managing the availability of the production environment including multiple data centers, mainframes, servers, and applications. Provide direct supervision to coordinate the daily activities of the data center operations personnel. Monitors work flow and equipment use, and ensures hardware/software logs are maintained.

• Provide consistent monitoring and support for all server computing platforms (e.g., mainframe, UNIX and Windows) and applications. Ensuring that all critical applications are available and meet agreed upon SLAs.

• Develop thru on–the- job training and formal training, a level1 support staff with increased technical capabilities and effectiveness.

• Support planning, testing, deployment, service and support, enhancements, and product retirement for computing platform(s).

• Train operators on procedures and best practices for all areas within Technology Operations (Distributed/Mainframe).

• Provide Incident Management, problem resolution and root cause analysis.

Project Management Duties:

• Work with different areas to develop proper technical documentations to respond to monitoring alerts on different systems.

• Development of training programs for operators to increase their technical abilities to better support the environment.

• Work with cross functional teams to develop better processes for incident management and outage situations.

• Work with cross functional teams to develop monitoring for all production applications and create processes and recommended actions to respond to generated alerts.

• Work with applications teams to develop run books to respond to applications alerts, troubleshooting issues and applications outages.

Business Analyst/System Administrator 2004 – 2009

New York Life Insurance, Alpharetta, Georgia

• Provide windows server support for New York Life Insurance Company. Assist with critical system outages, software upgrades, and capacity planning. Coordinated with business executives, software experts, help desks, and data source teams in a 24x6 availability environment. Oversee all windows server deployments, setup and configurations. Provide guidance in system requirements, system sizing and design for Enterprise Systems. Develop and document processes, standards for enrollment of new servers and workstations on the network. Perform server maintenance for both operating system and server applications. Adhere to proper change control procedure for environment changes. Perform servers QA before they are deployed in production environment. Troubleshoot SAN attached storage issues. Handle active directory, create new sites, servers, links and trusts.

• Provide complete Root Cause analysis of problems and resolve escalated server problems following NYL’ problem ticket incident and change management guidelines. Engage Hardware and Software vendors when needed to resolve issues related to servers failures. Identify and resolve server performance issues. Test and Deploy server patches and upgrades in test and model environment. Manage New York Life Insurance Symantec Live State Recovery environment for quick server recovery and backup. Conduct feasibility studies for significant upgrades of systems or expansion of current systems. Perform advisory role on complex project.

• HP Proliant (all generations), Firmware upgrades, Drivers, etc. Provide 24x7 on Call coverage when needed.

•Install and configure new servers using Altiris Rapid Deployment Pack (RDP). Perform server consolidation using server virtualization (P2V).

Project Management Duties:

• Spend at least 60% of working time devoted to project management activities.

• Work with multiple business units to develop solutions, business or technical requirements across the organization.

• Review and recommend solutions for third party tools and how best to improve processes and systems.

• Gathered requirements for and conducted Disaster Recovery (DR) project twice a year. Coordinated the recovery of all appropriate systems, servers and applications within SLA and conducted testing with all departments to ensure proper business continuity.

• Planned, coordinated, and implemented server replacement projects for servers coming off lease for over 180 field offices and 4 Service Centers. Operating systems were upgraded along with the installations of all required applications.

• Planned, coordinated and implemented Service Center Refresh Project for 6 offices (each site containing over 300 users). Servers were replaced; Operating Systems upgraded and installations of all required applications to support proper business activities were conducted.

• Planned, coordinated and implemented multiple software upgrades on over 1500 servers several times a year.

Help Desk Analyst II 2002 – 2004

New York Life Insurance, Lebanon, New-Jersey

Provide Windows Desktop Support for New York Life Insurance Company. Assist with internal technical support for IT department. Provide remote support to the company’s remote users accessing the network using VPN. Help users resolve issues accessing Lotus Notes and other in-house applications. Configure and support wireless laptop environment. Coordinate computer moves, upgrades and new installation projects. Install and configure PCs, CD, drives modems, and printers. Perform PC and Laptop setup, data transfers, reimaging PCs as needed. Perform installation, de-installation, maintenance and troubleshooting for all hardware and software issues. Evaluate new devices including new features and functionality and create how-to documents for new users to follow.

IM-Intern 2001 – 2002

Latin Percussion Inc., Garfield, New-Jersey

Provide desk side IT support to the company’s employees (over 100 users). Resolved hardware/software issues. Install / configure / maintain Microsoft Exchange Email and provide support to users. Evaluate/recommend software to purchase based upon findings. Adding new users on the network, fixing printing problems, troubleshooting various computer problems and maintaining the network.

IM Co-OP, 2000 – 2001

Ortho McNeil Pharmaceutical (Johnson & Johnson), Somerset, New-Jersey

Provide desk side IT support to the company’s customer service representatives (over 100 users). Resolved hardware/software issues. Install / configure / maintain Microsoft Exchange Email and provide support to users. Evaluate/recommend software to purchase based upon findings. Deal with vendor to test and purchase software. Daily updates of the company’s Intranet. Provide network support to users. Educate users on how to use new software applications and create ‘how-to’ manuals on software applications that have been upgraded or replaced by a new app.

ACTIVITIES & AWARDS

Volunteer, Volunteers for Life coordinated by employees at New York Life Insurance in Georgia, 2007

Member, Project Management Institute, 2009

Member, Atlanta Chapter of the Project Management Institute, 2009

Mentor-Mentee Program, Participated in mentor-mentee program at New York Life, 2007 – Present

Employee Customer Service Award, 2007

Moment of Truth Award provided to New York Life’s employees for excellence in providing customer service, 2004 – 2008

Certifications

PMP – Project Management Professional Credential. PMP Cert. No: 1249362

ITIL V3 Foundation

Platforms

Microsoft Windows Operating Systems 95, 98, XP, Vista, 2003, Windows Mobile 2003, Pocket PC 2002, Windows 2000, Windows 2003 and Windows 2008 Server, Microsoft Exchange 2000, 2003 and 2007, UNIX Solaris 10, VMware ESX 4, Citrix 4.5, XenApp Server.

Skills

MS Office Suite products, Active Directory, SAP Software, Lotus Notes, Rumba, VPN, AT&T Global Net, Remedy, Norton Anti Virus, Symantec Backup Exec, Live State Recovery, Symantec Live State Delivery, Symantec Backup Exec System Recovery, Primus, Laplink, Tivoli, TeamQuest, Altiris Rapid Deployment Protocol (RDP), knowledgeable in C and C++, Visual Basic, Java, Lisp programming, VMware ESX 4

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