EXECUTIVE SUMMARY:

• Focused, Creative, Proactive, Passionate, Independent, Friendly
• Strong sense of ownership, Attention to detail
• Problem solver, Data driven, metric focused, Results oriented, Strong analytic skills
• Good team player, positive “can - do” attitude, big-picture person
• Flexible and hands-on mentality, Ability to work under pressure
• People manager, changemanager, and charismatic
• 15+ years IT experience, 5+ years experience in IT management

COMPUTER KNOWLEDGE:

• Platform-as-a-Service (PaaS): Windows Azure, Google App Engine
• Infrastructure-as-a-Service (IaaS): Amazon EC2, Rackspace, Google Compute Engine
• Software-as-a-Service (SaaS): Salesforce, Azure SQL, AMS
• ESX, VMWare Workstation, EMC
• Cloud access provisioning, Identity federation, SAML
• Dell Sonicwall Firewall, BitLocker, Dell HD BIOS, Dell Recovery, ASUS
• Cisco Security agent, Microsoft Firewall client for ISA Server
• StormWatchAgent, Symantec Endpoint Protection, CA HIPS, global and Policies
• SMS, SCCM core application installer, Windows 7 Active Directory management
• CCNA, MCSE, CompTia A+ PC and Network+.
• Router, Hubs, Switches, Network cable wiring using CAT5 and x-connect Bix-panels
• Networks protocols and topologies with Novell 3.1x-4.11, Web: IIS
• SAP, SHARP, Uniformance, Genie, CompCalc, Office Communicator
• Citrix ICA client, Gemalto Access client
• Lotus Notes 6.0/7.0, Outlook 2013, Outlook Mac
• Microsoft Office 2010, 2012, 2015, Microsoft Live Meeting, Office365
• Adobe Acrobat Professional Suite 7/8/9/10
• Microsoft Communicator, Dataflex PC, Hasp & Hardlock
• TM1 Thin Client, Citrix ICA client, ProII
• Compass Territory/Manager module, DIPSS, DB2 connect
• VPN/RemoteAccess/Nortel Extranet client/iPass/RSA SecurID
• Windows Server 2003, 2008, 2008 R2, Server 2012, Microsoft HyperVisor, SQL Server
• Windows 3.x/9x/2000/NT/, and MS-DOS. Linux, Windows 7, 8, 10, MacOS Sierra
• UNIX, Service-Client, Citrix Metaframe, NOVELL 3.1
• HTML, ASP, JavaScript, and VB Script
• Dreamweaver CS5, HTML editor, Adobe Flash, Microsoft Expression 4, Firefox
• Form Builder, MS-SQL, COBOL, ORACLE 8i/9i and Database Administration
• MS Access, OBDC and SQL+/ IBM VM/ESA
• Familiar with the Systems Development Life Cycle (SDLC), Rapid Application Development

CAREER HISTORY:

Confidential

IT Operations Manager

Responsibilities:

• Understand the internal system and processes to develop a better way of working and ensure continuous improvement.
• Ensure that IT services are seamless, transparent, and effectively delivered, and that problems are promptly resolved.
• Understand how technology can support the business objectives within internal processes, and to service clients.
• Develop projects justifications and cost/benefit analyses for IT spending and initiatives. Establish priorities and implementation timelines for approved projects.
• Maintain Service Level Agreements and communication with customers, and operation according to the agreed governance models.
• Identifies, evaluates, and prioritizes user problems and complaints to ensure that inquiries are successfully resolved.
• Develop and implement IT policies and procedures, including those for architecture, security, and disaster recovery; standards, purchasing and service provision; and digital asset storage and preservation.

Confidential

IT Operations Manager

Responsibilities:

• Lead the IT department's operational and strategic planning, including fostering innovation, planning projects and organizing and negotiating the allocation of resources.
• Responsible for the improvement and growth of the IT infrastructure and IT systems.
• Manage financial aspects of the IT department, including purchasing, budgeting, and budget review. Directly reports to the organization’s CFO and CEO.
• Develop projects justifications and cost/benefit analyses for IT spending and initiatives. Establish priorities and implementation timelines for approved projects and work requests.
• Develop and implement IT policies and procedures, including those for architecture, security, and disaster recovery; standards, purchasing and service provision; and digital asset storage and preservation.
• Work with the Directors in each department to identify, recommend, develop, implement, and support cost-effective technology solutions for each department.
• Manage IT department staffing, including recruitment, supervision, training and evaluation.
• Negotiate and administer vendor, outsourced, and consultant contracts and service agreements.
• Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems including servers (Windows and Linux), desktop/laptop (PCs and MACs), as well as software, peripherals, and other hardware.

Confidential

EAME Track Lead

Responsibilities:

• Manage the day-to-day operations within the scope of the project manager, track progress, document milestones and ensure completion.
• Work with all levels of the organization assisting in conflict resolution, issue management and needs assessment.
• Utilize project management tools and techniques to prioritize requirements, set objectives, deliverables and ensuring initiatives are on track.
• Lead the communication of information to all cross functional groups and stakeholders at critical points.
• Collaborate with the Application Delivery team and Steady-State team for issue with App package in SCCM servers.
• Ensure BitLocker Drive Encryption on all Windows 7 deployed Dell Latitude laptops are enabled and functioning correctly.
• Create daily extract of SCCM deployment status report for each site where rollout is in progress.
• Troubleshoot the urgent issue during rollout, and escalate technical or application issues to different escalation levels such as: GOP Project Manager, CORE Desktop, Application Portfolio Manager, GOP Application Readiness, Business IT Manager, LINKS Project Managers, PC CETS L3, BLA/MAS.
• Maintain Benelux Area Scoreboard for Confidential Application Readiness Coordinator Network.
• Post team learning on common issues and fixes in team SharePoint.

Confidential

Infrastructure Analyst / Engineering Team Lead

Responsibilities:

• Manage and lead group of IT local support analysts for the users in the Research and Engineering department.
• Proven experience identifying and proposing changes to increase efficiency.
• Create and maintain an SLA for support procedures, timeframes, and scope of responsibility.
• Understanding of Helpdesk processes and management.
• Ensures that staff is adequately trained in appropriate technologies based on strategic plans.
• Provide the IT supervisor a periodical performance review and assessment of the support team.
• Provide training to new members of local on-site support team.
• Establish business group application layering priorities, including verification of user application inventory.
• Provide in depth problem diagnosis and resolution for a variety of hardware and software-related issues.
• Maintain a high level of client satisfaction while meeting response time guidelines.
• Manage action request system, ensure completion to track tickets and help manage the entire customer service solution using BMC Remedy.
• Coordinate and escalate support issues with other units of the support organization as appropriate.

Confidential

Computer / Network Technical Specialist

Responsibilities:

• Provide computer and network system support to Confidential local and off-site users.
• Responsible for hardware and software system configuration, installation, repair and maintenance on HP, Compaq and Dell laptop and desktop PCs and also Canon business multi-function printers.
• Duties also include Workstation administration for Windows 2000 and XP, Windows NT4, Citrix Winframe, Citrix Metaframe including workstation setup, user/security setup, printer sharing, remote access, and tape backups using BackupExec.

Confidential

Network / Technical Analyst

Responsibilities:

• Provide telephone support for Confidential PS system users in the US, Europe, and Asia.
• Troubleshooting, identifying and resolving software, hardware, printers and network problems.