Summary
To secure a position with a large corporation managing large infrastructures and projects while delivering service excellence to the end user.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| IBM Global Services | Manager | 8/2003 - 4/2009 |
| Equifax/EDS | Manager | 6/1995 - 7/2003 |
Education
| SCHOOL | MAJOR | YEAR | DEGREE |
|---|---|---|---|
| Suffolk Community College | Business Administration | 1978 | Associate Degree |
Job Details
Highlights:
• Achieved a 99.9% availability rating exceeding service level contractual agreements by directing staff in the maintenance and support for 4,700 Unix/Intel servers, 36 AS400s, 2.5 peta-bytes of storage and one z9 mainframe processor. This was attained by ensuring ITIL policies and processes were followed for service management. • Developed a change and problem management review board to ensure all changes for systems and applications are communicated to the customer prior to implementation. Drove problem review sessions with the customer ensuring root causes were identified and a permanent fix was applied to prevent recurrence. • Reduced software and hardware expense by 10M by leading a workshop for intense review of all assets and their location. Eliminated hardware maintenance on legacy storage devices by refresh with current technology. Tracked software licenses to systems licenses on decommissioned systems. Further reduced expense by renegotiating vendor contracts. • Developed and chaired a monthly Governance Review meeting with senior level executives. Reviewed the status of projects and the monthly metrics. • Increased storage annual revenue from 53M to 67M by introducing NAS storage technology to the customer. This enabled the customer to reduce their charge per GB and enabled a technology that is much easily maintained than the SAN infrastructure currently used for many of their applications. • Reduced customer pending RFS (Request For Service) tickets by 50% implementing a capacity on demand infrastructure. This required submission of business unit forecasts so the infrastructure power, cabinets and cabling were deployed upfront prior to the actual request being generated and processed. • Spearheaded and drove to completion a large infrastructure project for backup and recovery eliminating antiquated tape technology. Replaced the Symantec Netbkup infrastructure with a more cost effective virtual tape and archive solution. This solution reduced offsite vendor expense by over 1M plus enabled the customer to restore data quickly as well as transmit critical applications to alternate data centers for a disaster recovery solution as well. • Hired, trained and directed a large technical staff in all aspects of Data Center support and project management creating a highly motivated team focused on the delivery of services with high marks in customer satisfaction. • Provided 24x7 customer support while achieving a greater than 99% success rate on Service Level Agreements and Objectives. This resulted in increased company revenue and a high rate of customer satisfaction. • Managed and led large projects such as Data Center relocations, mainframe replacements, operating system upgrades, hardware refreshes and software upgrades. Projects were delivered on time and under budget. • Played a large role in delivering services under budget and below aggressive cost case targets by renegotiating vendor hardware and software contracts and continually monitoring assets and their disposition. • Worked continually with customer business leaders and technology executives to align corporate priorities with their business strategies through ongoing proactive planning conferences. • Advanced the ability of the service delivery team to add value to the business by implementing process improvements, creative problem solving, applying technology and performing root cause analysis on any problems that may have occurred. • Developed a Business Contingency and Disaster Recovery program by enlisting customer support for its need. This included a comprehensive, results oriented process for the effective planning and successful execution of recovery which resulted in executive and internal audit satisfaction.
Job Skills
Keywords
Responsibilities
Managed a large technical staff in support of manay Data Centers in the areas of Network Support, System Administration, SAN/NAS storage support, Database Administration, Technical Service Desk and Production Control. Responsible for the successful delivery of large infrastructure projects on time and within budget. Executive Customer focal responsible for monthly metric reviews and technology presentations.
