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it manager resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary
  • Over 10 years of professional experience with an aptitude to learn. Extensive experience in leading large, highly complex technical delivery, release management, software configuration management and implementation efforts for major corporate initiatives in fast-paced environments both Agile and CMMI. Managed and Spearhead all Release Management activities. Identified impacts and interdependencies to make sure Configuration Best Practices and CM Processes were adhered to. Strong experience in CCMI and Agile Framework. Strong knowledge of Configuration Management standards to assist in deployment planning as well as coordination efforts with the Enterprise Configuration Management team using Install Shield and Subversion. In-depth understanding of the principles and best practices of Software Configuration Management. Provided training on Change Management (CM) Methodologies and CM tools to the software development teams. Proficient in Agile, Scrum software development; led team during all phases of SDLC Providing IT, business solutions to small and medium size businesses Work closely with clients to analyze IT system requirements, client's information technology needs and their resources to plan IT projects and fulfill client's expectations.
  • Develop IT system specifications after evaluating customer's nature of work and business volume.
  • Solve client's IT issues - Determine changes; recommend quality software, project modifications of software, hardware and networking.
  • Use effective communication skills to build consensus and maintain a positive rapport with technical and non-technical clients, internal and external partners.
  • Solicit client business requirements through interviews, existing procedures, and documentation; conduct business & information technology processes analysis, identify requirements and translate those into system specifications.
Skills
  • Jira, Sprint, Agile, Scrum, Microsoft Project, Peachtree, Quicken, QuickBooks, Business Plan Pro, salesforce, ADP, ITIL v2, v3 Foundation, SOX Audit, SQL Server 2005/2012, SCCM/SCOM, Solar-Winds, systems development life cycle (SDLC), Symantec endpoint, MacAfee endpoint, Microsoft endpoint, Tripwire, MDM-Absolute, MDM-Mass360, Warrant System, Citrix XenApp 5.5 and 6.0, VMware vSphere, vCenter, Horizon View, WinZip, MS SQL Queries, AD, GP, DNS, DHCP, Exchange, DFS, IIS, SSL, ADP, Sage, Workday, QuickBooks, and SharePoint administration. Trizetto Facets, Rapid SQL, Win2K/XP, MS, Lotus Notes, MS Project, MS Visio, MS Office Suite
  • Jira, Agile, SCRUM, Sprint, MS Project, Project Server, MS Visio, MS Office Suite, Microsoft Team Foundation Server, SharePoint.
  • Data Analysis & Reporting:
  • SAS 8.2/9.1: Base, Macro, Crystal Reports, UltraEdit, Rapid SQL, Business Object
  • Software Applications:
  • MS Works, FTP, SSH, VI editor, Lotus Notes, Eclipse (Java), Crystal Report, Win Runner, and LoadRunner, Report Builder
  • Operating Systems:
  • Windows 2000, XP, Windows 7, Windows 10, Mac OS, DOS, Unix, Sun Solaris, IBM MVS/TSO
  • Languages:
  • QBasic, HTML, C++, XML/XHTML, Java, SQL, SAS, JCL, VB 6.0/.NET, VB script, JavaScript
  • Databases:
  • Access, DB2, SQL
  • Managed Care Apps:
  • Facets, Siebel CRM, Xeons FileNet, wonder box
  • 4
  • 4
  • VB 6.0/.NET, CRM, Ghost, Mentoring, OS, SAS, Troubleshooting
  • A+ Certification, Cryptography, HTML, Microsoft products, Operations Management, Scheduling, TSO
  • Active Directory, Crystal Report, Http, Access, PCI, SCRUM, Unix
  • Adobe products, Crystal Reports, IBM, Exchange, Peachtree, SDLC, Upgrading
  • ADP, Clients, DB2, Microsoft Exchange, Policies, SSH, VB script
  • AD, Cyborg 6.1, IBM MVS, Microsoft Office, Prince, Servers, VI
  • Advertisements, Data Analysis, IIS, MS Office Suite, Printers, Scripting, Video
  • Agile, Data migration, Image, Office, Problem resolution, Siebel, View
  • Anti-Virus, Databases, Information Systems, MS Project, Processes, Siemens, VPN
  • Audio, Database, ISO, Microsoft Project, Producing, Service Level Agreements, Visio
  • Avaya, Delivery, ITIL, SharePoint, Program Management, SLA, Web Development and Content
  • Budget, Dell Servers, ITIL v, Windows 7, Project Management, Sun Solaris, Windows server
  • Business Plan, Designing, Java, Windows, Project plans, MS SQL, Win Runner
  • C++, Desktops, JavaScript, Win2, QBasic, SQL, WinZip
  • Central point of contact, DHCP, JCL, Windows 2000, QuickBooks, SQL Server, XHTML
  • Change Management, Documentation, Laptops, Windows XP, Quicken, SSL
  • Cisco, DNS, LoadRunner, MS Works, Recruitment, Symantec
  • Citrix, DOS, Logging, Enterprise, Reporting, Systems Analysis
  • Client and server, Eclipse, Notes, NAC, Requirements Gathering, Systems Development
  • CMS, Editor, Lotus Notes, NAS, SAGE, Technical Documentation
  • Com, Senior management, Mac OS, Network printers, SAN, Phone
  • Hardware, XML, Mainframe 9, Network, SAP, Track-IT
  • Conferences, FileNet, Managing, Networks, SOX compliance, Track-it 8.5
  • Configuration Management, FTP, McAfee, Operating Systems, SAS 8.2, Troubleshoot
Work History
IT Manager, 11/2015 to Current
Code CorpBoston, MA,
  • Oversee all work for release management / deployment of major corporate initiatives, working closely with a variety of technical and business stakeholders and subject matter experts to deliver on time and within budget key releases.
  • Provided central point of contact for Integration work-streams for release planning, schedule and deployment management at a program level.
  • Performed Release Management activities at a program level and facilitated project level release management activities and deliveries to ensure timely code deployment delivery to testing, parallel production and production Wrote and executed deployment plans, performed and managed Go/No Go checklists, resource and deployment coverage management, and communications to stakeholders.
  • Strong knowledge of Configuration Management standards to assist in deployment planning as well as coordination efforts with the Enterprise Configuration Management team.
  • Participated in deployment activities and post deployment retrospective and monitor resolution of identified issues through upcoming releases.
  • Responsible for producing Build Notes, Release Notes, Technical Documentation in Agile Release cycles.
IT Infrastructure Project Manager / Sr. System Administrator, 02/2013 to 10/2015
Prince Georges County GovernmentCity, STATE,
  • Http://www.princegeorgescountymd.gov, Managed and Supported:.
  • Hands on experience with all phases of the Systems Development Life-Cycle (SDLC).
  • Microsoft Exchange 2007/2010 Server with office 2007/2010, currently upgrading to server 2013 with office 2013 / 365 deployment.
  • Ensured Access Control by setting folder permissions, logging on with CAC, PKI's, Server/workstation authentication, and server security (Public Key Interface, Cryptography).
  • Windows server 2008 / 2012 active directory and network infrastructure consisting of 10,000+ users on multiple TS / SCI networks.
  • Designing and Managing SCCM and SCOM 2007 / 2012 for entire enterprise consisting of 10,000+ clients and over XXX+ servers, push out software, updates and security patches, create windows 7 and windows 10 OS image and software packages, advertisements, and collections for SCCM, including task sequences, Incorporate SQL commands to create extensive queries for collections so they can be auto managed, manage reporting services, create reports and software metering rules to manage licenses for per-seat software licenses.
  • (Using SCUP, WAIK, MDT, WSUS, and Windows Sysprep), troubleshoot client and server issues specific to SCCM and SCOM clients.
  • Monitor all servers using SCOM.
  • Incorporate Visio for visual Server Statuses; manage MS Forefront Endpoint Protection through SCCM and WSUS for entire enterprise, top tier troubleshooting of all Server issues.
  • Hands on experience working on Desktop Virtualization based on VMware vSphere, vCenter, View, Citrix XenApp and XenDesktop 7.6.
  • Previously supported county standard ghost images to 37+ departments of Prince George's County systems and servers.
  • Create and manage (SOPs) standard operating procedure documentation for technicians.
  • Mobile Device Management (MDM) Configure county emails and absolute security application to all county mobile phone and tablet pcs, (iPhone, iPad, Android, Windows Phone, Surface).
  • Bit Locker Management (MBAM) Encrypt and Decrypt all county user devices.
  • Deploying and replacing Microsoft Endpoint from MacAfee Endpoint Key Technologies/Skills: SCCM, SCOM, Solar-winds, systems development life cycle (SDLC), Avaya OneX, Avaya CMS, ArcGIS, BMC Remedy, Real VNC, WebEx, MBAM-Bit locker, PowerShell Scripting, batch file scripting, cisco VPN/NAC, SAN/NAS, Dynacomm Mainframe 9 & 10, adobe products and Microsoft products, Crystal Report, IBM Cyborg 6.1, Symantec Ghost, Symantec Enterprise Vault, MacAfee and Microsoft End point, Tripwire, MDM-Absolute, MDM-Mass360, Warrant System, Citrix XenApp 5.5 and 6.0, VMware vSphere, vCenter, Horizon View, WinZip, MS SQL Queries, AD, GP, DNS, DHCP, Exchange, DFS, IIS, SSL, SAP, ForeScout and SharePoint administration.
Service Desk Manager / System Admin, 08/2006 to 09/2012
NCI Information System, IncCity, STATE,
  • Http://www.nciinc.com/, Oversee all operations and functions of helpdesk operation; provide 1st, 2nd and 3rd level support for more than 3,000 users.
  • Monitor daily activities and performance to ensure compliance with all service agreements.
  • Compile and analyze data, prepare daily reports on call volume, abandon rate, carry over, and outages for senior management.
  • Assist Service Level Management in establishing Service Level Agreements and Business Units to perform problem resolution.
  • Manage the governance and compliance to the established SLAs for Problem Management.
  • Review daily problem management tool to ensure team consistency regarding troubleshooting methods, accuracy of call log, and user profile information.
  • Maintain compliance with all standard operating procedures.
  • Providing support to enterprise-level system center configuration management (SCCM) 2007/2012 to deploy Operating Systems, software and update packages (Using SCUP, WAIK, MDT, WSUS, and Windows Sysprep).
  • Creating and deploying Ghost based windows XP and windows 7 images to 5000+ NCI systems.
  • Maintain an Asset database for the NCI customers and update at regular intervals.
  • Track all assets movements and ensure software and hardware assets are within control.
  • Daily management of Video Teleconference and Conference Room systems by scheduling and launching VTCs, configuring rooms to meet requirements for scheduled conferences and monitoring the Video calls for any problems.
  • Troubleshoot conference room Audio/Visual systems and coordinate with external VTC support company/manufacturer.
  • Key Technologies/Skills: SLA/OLA, SCCM 2007/2012, systems development life cycle (SDLC), SCUP, WAIK, MDT, WSUS, Sysprep, Windows XP and 7, Avaya OneX, Siemens, Symantec Ghost, VTC, BMC Track-IT, ACT, Microsoft Office 2003/2007/2010, SAGE, Workday Key Projects & Accomplishments:.
  • ISO 20000 - ITIL v2 & v3: Implemented ITIL processes with Service Level Agreements with Operation Level Agreements for internal and external audit compliance.
  • BlueCross BlueShield System Deployment: Provided support to deploy new systems with data migration to BlueCross BlueShield users and removed their old equipment.
  • Hands on experience with all phases of the Systems Development Life-Cycle (SDLC).
  • DISA Ft.
  • Mead Project: Provided support to install and configure more than 100 Network printers to 6 floors of Command building and 2 floors of Operation building (Received a Certification of Recognition, about acknowledging achievements and contributions at NCI Information Systems, Inc.).
  • Managed Microsoft System Center Services (SCSM) including SCCM 2007 / 2012, SCOM, SCVMM, for entire enterprise consisting of 10,000+ clients and over XXX+ servers.
  • Hands on experience working on ITIL framework, with PCI, ISO 20000, 27001 and SOX compliance experience and understanding.
  • Hands on experience working on Desktop Virtualization based on VMware vSphere, vCenter, View, Citrix XenApp and XenDesktop 7.6.
  • Microsoft Exchange 2007/2010 Server with office 2007/2010, upgraded to server 2013 with office 2013 / 365 deployed.
  • Supporting and maintaining SQL Server 2005/2012 in a cluster environment.
  • Ensured Access Control by setting folder permissions, logging on with CAC, PKI's, Server/workstation authentication, and server security (Public Key Interface, Cryptography).
  • Domain administrator for production environment; created and deployed group policies through Windows Active Directory and maintained Windows 2003/2008/2012 production servers.
  • Cyber Security: Currently implementing enterprise wide Security Management and Microsoft End-Point Protection with and Anti-Virus Effectively monitored, quarantined, and cleaned threats to the managed system, earlier Implemented End-Point Protection of Symantec and McAfee e-Policy Orchestrator, Bit Locker Management (MBAM) Encrypt and Decrypt all county user devices.
Education
Bachelor of Science (MIS): , Expected in 2018 to University of Maryland - ,
GPA:
Associate of Science: , Expected in 2009 to Montgomery College - Germantown, MD
GPA:
Accomplishments
  • Certifications:.
Certifications
  • ITIL Foundation v2 and v3 Certified
  • BMC Track-it 8.5 Admin Certified
  • CompTIA A+ Certification
  • Dell Servers, Storage, Printers, Desktops, and Laptops Certified
  • Currently Studying: PMI, CSM AREAS OF EXPERTISE
  • IT Operations Management
  • Technology/Process Recommendation
  • Business/Systems Analysis
  • SDLC and STLC
  • Testing Methodologies
  • Vender Management
  • Requirements Gathering
  • Configuration / Release Management (local/offshore)
  • Incident, Problem, and Change Management
  • Resource Recruitment (local/offshore)
  • Managing Teams/Consultants (local/offshore)
  • Project/Program Management (local/offshore)
  • Systems/Tools Implementation (local/offshore)
  • Training and Mentoring (local/offshore)
  • Web Development and Content Management
  • ,
    Additional Information
    • MPD Background Clearance with Inactive DoD Secret Clearance, ITIL v, 2, and v3 Foundation Certified.

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    Resume Overview

    School Attended

    • University of Maryland
    • Montgomery College

    Job Titles Held:

    • IT Manager
    • IT Infrastructure Project Manager / Sr. System Administrator
    • Service Desk Manager / System Admin

    Degrees

    • Bachelor of Science (MIS)
    • Associate of Science

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