IT Management Professional
Forward-thinking Information Technology Management Professional with 15+ years of experience leading focused and effective technical teams to achieve significant efficiency improvements. Leverages advanced network, server, and infrastructure expertise to maximize available resources and attain superior business operations. Demonstrated ability to critically evaluate and respond to rapidly evolving technology environments. Aligns all IT initiatives with strategic business goals. Visionary pace-setter exceeding client and company expectations alike.

Areas of Expertise
IT Management – Network & System Administration – Disaster Recovery – Helpdesk – Process Improvement – Migrations Infrastructure – Servers – Technical Support – Hardware & Software – Databases – Client Satisfaction – Training

Professional Experience

Confidential CA 2007 to 2011Industry leading IT and business process services provider with 31K+ employees.

Help Desk Site Manager (2009 to 2011)

Directed all helpdesk activities, ensuring effective and efficient department operation. Led team of technical personnel to respond to and resolve end user support requests. Identified and addressed issues with workstation, infrastructure, PCs, software, servers, and networks. Oversaw implementation of necessary upgrades, replacements, and adjustments to maintain superior department function. Managed security and anti-virus initiatives. Monitored efficiency of helpdesk operations and coordinated with Operations Manager to execute procedural and staff improvements. Acted as point-person for Helpdesk Analysts and all technical projects. Effectively managed internal client relationships to drive satisfaction.

• Attained 50% increase in department effectiveness through developed and focused strategy.
• Doubled customer confidence by consistently delivering superior technical support.
• Improved inter-departmental and inter-role communication to facilitate faster and more accurate transfer of information.
• Increased efficiency by completing successful migration to new operating system.
• Deployed new hardware for user base and ensured cutting-edge server functions by conducting regular upgrades.

Help Desk Manager & System Administrator (2007 to 2009)

Delivered end user support for all technical issues encompassing infrastructure, networks, hardware, and software. Oversaw system administration initiatives. Ensured up-to-date installation and maintenance of applications and programs including anti-virus, system software, and technical infrastructure. Provided hands-on and supervisory technical assistance alike. Collaborated with Helpdesk Analysts to define and pursue technical support improvements, and relay information on pending initiatives. Managed special projects and handled non-standard software request and IT incompatibilities. Trained, developed, and evaluated technical employees.

• Improved and reconfigured disaster recovery plans and processes.
• Improved backup efficiency by upgrading server software.
• Successfully completed manual hardware configurations and anti-virus updates.

Unisys Corporation – Edwards, CA 2002 to 2007

Organization delivering IT environment design and maintenance expertise for clients.

Network Design Engineer

Developed, implemented, and maintained network software, hardware, and technical platform for multiple military divisions (squadrons). Ensured constant system availability. Created and deployed new server configurations, software initiatives, and business continuity planning. Provided rapid technical support, producing network solutions and developing network fixes. Delivered custom application when necessary. Ensured compliance with all security directives and organizational regulations. Provided IT and new initiative support and mentoring to employees.

• Designed and implemented new top-flight disaster recovery procedures utilizing cutting-edge technology. Additionally designed all disaster recovery strategy for entire squadron, encompassing design, patching, and anti-virus.
• Successfully maintained updated software and virus protection for 500+ servers.

Confidential Edwards, CA 2000 to 2002
IT and business services company with $16BB+ in annual revenue.

Senior Member – Technical Staff

Monitored and maintained 600+ user network as member of elite server administration team. Identified and realized network improvement strategies including planning, implementation, and configuration of new network software and hardware. Evaluated environment variables to maintain focused and effective initiatives.

• Improved customer needs responsiveness, generating high support satisfaction.
• Significantly improved server uptime.

EDO Technical Services Corporation– Lancaster, CA 1998 to 2000

Call Center Administrator & Network Administrator

Oversaw helpdesk initiatives managing support team of 15+ and maintained all servers. Directed multi-location network operations across numerous platforms. Delivered technology upgrades. Designed program applications and ensured effective implementation from development to administration. Managed projects, migrations, statistical analysis, reporting, and invoicing. Developed best practices and procedures for helpdesk activities concerning advanced technology issues. Compiled data on customer satisfaction through surveys and direct contact. Trained and developed new professionals.

• Successfully completed long-term initiatives serving as Cost Control Analyst and Database Analyst to provide accurate cost analysis for projects and to improve database operations.
• Developed all network operations practices, procedures, and policies.
• Migrated Novell network to Windows NT platform.
• Improved functionality, user interface, and reporting capabilities by customizing help desk software programs.

Education, Certifications, & Clearances

Master of Business Administration, Technical Management 
Bachelor of Arts in Business Administration – University of Redlands 
Certificate in Computer Technology 
MCP
MCP+I
MCSE 
Top Secret Security Clearance – Current
Security Certification - Current

Technology Portfolio

Software & System Architecture: Microsoft, Veritas, Symantec, Dorian, Adobe
Hardware: Mainframe, Minis, Servers, Workstations
Other: MS Server, Microsoft Access, MS Desktop 3.X, NT, 2k, XP, Vista, 7, McAfee, Symantec