SUMMARY

• Seasoned IT Manager with extensive experience supporting, engineering and leveraging information technology with business.
• Proficient in use case development of emerging technologies. Often called upon for tier 3 problem resolution and root cause analysis.
• Proficient in communicating clearly and directly with stakeholders. Proficient in leading and cultivating teams by employing the ITIL framework and a focus on the individual.
• Experience integrating cloud and on - premises in a hybrid configuration.

PROFESSIONAL EXPERIENCE

Confidential

IT Manager

Responsibilities:

• Assembled and cultivated a team of individuals and vendors to support multiple business units that cannot tolerate disruption.
• Collaborated with stakeholders and customers to prioritize critical business needs, develop governance standards, SOP's, SLA's, change management, business continuity procedures and gained stakeholder buy-in and support
• Worked closely with internal business, customers and outsourced providers in a cohesive team-oriented structure
• Build relationships with business partners to ensure end-user services and productivity goals are understood and exceeded
• Tier 3 systems support; servers, routers, switches, firewalls, ERP, desktop management strategies
• Integration of IoT devices, music players, AI devices, video surveillance
• Responsible for all aspects of security including PCI compliance, service provider assimilation for SaaS/cloud-based systems and door automation for secured physical access to over 25 facilities
• Led future growth strategies for 10 new remote locations per year and completed infrastructure mapping for existing hardware assets
• Customized service partner dispatch system with dynamic status updates which ensured SLAs were delivered
• Developed alerting system to ensure SLA compliance
• Initiated and developed a team-based project management collaboration system
• Develop and leverage helpdesk best practices, ITIL framework, and incident management to drive continual process improvement culture
• Designed interactive dashboards to analyze critical metrics like days outstanding, percentage of repeat incidents that improved efficiency by 10-15%
• Provide reports for underperforming services to leadership team and corrective actions being taken to address problem
• Advance the disciplined use of a SaaS knowledge repository to share information among all levels of IT service and support
• Deployed technical and support enhancements without little or no disruption to business:
• Created a custom-designed support and service desk system to meet growing organization needs, while pinpointing areas needing improvement
• Develop, manage, measure and report on KPIs, including user sentiment, average response time, mean time to repair, incident avoidance and end-user productivity
• Designed and Implemented a network and application performance monitor to identify, prioritize and communicate system issues/tickets proactively (Solarwinds, Splunk)
• Integrated operational application with corporate ERP to reduce time to report by 20-25% while freeing up resources for operations attention
• Developed a GSM failover solution with auto VPN regen for remote revenue producing sites that met stringent customer SLA
• Migrated to a new SIP/VOIP telephone system and from traditional file structure to MS One Drive/Office 365
• Excellent interpersonal skills with executive staff under high-pressure situations
• AD and GPO, management and design across 65+ WANs
• Strong technical knowledge providing 24/7 support
• Experience streamlining User Device Support Functions
• Excellent communications and collaboration skills across the End User Services Team
• Multi-media experience (digital video recorders) with over 1000 IP camera's interconnected to a centralized management center producing actionable operational intervention
• Recruited and insured top performers remained with the organization

Confidential, Denver, CO

IT Coordinator / Partner

Responsibilities:

• Vertical market developer of automobile transport mapper for brokers moving automobiles
• Worked closely with stakeholders to achieve buy-in and meet demanding requirements
• Developed a 5 yeat budget plan for infrastructure based on forecasting models
• Business partner involved in day to day business management
• Analyst for all internal technologies as well as customer networks
• Engineered perimeter and internal security strategy and worked closely with financial auditing teams to demonstrate client data protection that met PCI security compliance requirements on an annual basis
• Proactively identified and solved complex problems impacting operations management and business direction
• Planned and executed Hypervisor infrastructure based on developer's specification for custom SaaS application
• Created communication strategies to meet client objectives
• Protected company reputation and contributed to building a loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Confidential

IT Operations Manager

Responsibilities:

• Collaborated with partner to manage marketing, sales, and operations
• First point of contact for all IT & technical queries
• Developed and managed MS Active Directory, and Microsoft Windows client operating systems, XP, Vista / Windows Microsoft Office 2007/10, associated servers, IIS, Vmware 5.x, Vcenter Appliance, Citrix 7.0xenApps/Desktop. Managed NetApp storage system
• Worked with vendors to design a customer portal that achieved zero SIA downtime record
• Worked closely with developers to ensure infrastructure was engineered to their specifications
• Startup company achieved $2.5 million in sales within 4 years with a zero-downtime record
• Provided application technical support to end-users for MS Office, SQL, engineering apps, Citrix published apps, data import/export).
• As key liaison handled incoming incidents via the phone/e-mail and escalated calls and issues to support specialists within agreed timelines
• Designed and implemented desktop imaging utilizing ghost and ghost server including custom packaging and MSI delivery via Active Directory group policies
• Configured client desktop (Windows 2000) including software/OS updates and rollouts
• Assembled and directed a team of engineers and support staff to assimilate an acquired business into the existing infrastructure.
• Commended for leading an overnight turn up that was seamless for all involved.
• Additional work experience available upon request. Work ranges from MSP to Manufacturing, Marketing and Design.