IT Services Manager * Senior Architect Resume Example

National provider of business process outsourcing (BPO) and information technology (IT) services to commercial and government clients; comprised of 65K employees and $6.2B in total revenue.

• Enterprise Operations Manager Director of Technology Learning Services Division Served as primary technical point of contact for division with authority to make operational decisions for client managed services environments at hosted EDS / ACS data centers.
• Oversaw 24/7/365 tier 3 production support and technical projects.
• Provided daily operational support for division's desktops, servers, and networking systems.
• Communicated across multiple departments in a matrixed organization.
• Provided advisory input into all technical issues including infrastructure, application, and network.
• Directed daily operation of system engineers, SQL administrators, developers, and architects.
• Responsible for directing the relocation of multiple data center environments including servers, networks, power, and cooling within a 5 month period saving the company over $1.5M annually.
• Transitioned project management office from eProject application to MS SharePoint Portal 2007 within 6 months saving the organization ~$60K per year in licensing and support fees.
• Oversaw complete technical migration of systems and infrastructure during ACS acquisition; completed within a 4-month window from start to finish, resulting in a $450K project savings.
• Responsibilities included:.
• Redesign and move of network infrastructure using Cisco routers, switches, and firewalls.
• Relocate Compaq, Dell, EMC, and HP server and SAN hardware.
• Establish new circuits and backups for increased power requirements.
• Boost A/C capacity due to increased heat generation provided by relocated hardware.
• Perform Active Directory migration and separation.
• Developed, tracked and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
• Analyzed department and job-related functionality requirements to align technology priorities with business needs.
• Documented and analyzed processes and procedures and adhered to regulatory guidance.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Maintained all internal development and EDS-hosted Learning Management System platforms for 23+ key clients encompassing 350K+ users globally.
• Bolstered protection of company's assets and data by directing enterprise and network security hardening initiatives including physical access, remote access, network intrusion and detection, desktop security, and documentation.
• Personally mentored and trained system administrators and network engineers on MCSE 2003 standards, Cisco equipment, and SAN technologies.

Non-profit cooperative servicing electricity to members in a 12-county area.

• Sole systems administrator for business.
• Supervised one employee over IT help desk.
• Provided support for all information technology solutions.
• Managed 24/7/365 production operations and technical projects at corporate office.
• Handled security and system upgrades.
• Designed disaster recovery solution and implemented business continuity plan.
• Maintained and repaired laptops, desktops, servers, telephone system, and networking gear.
• Provided project management for ongoing projects including project planning, design, and development.
• Utilized strategic planning and disaster recovery skills to create a solution that provided same-day recovery of servers and data within a total business downtime of 2 hours.
• Installed dual EMC Clariion CX3 Storage Area Networks around a VMware ESX 3.x environment reducing costs by $82K annually and providing quick systems recovery.
• Implemented a customer call recording system for training and customer improvement processes.
• Established quality vendor relationships allowing procurement of Dell servers, desktops, and laptops as well as Cisco networking, and MITEL telephony equipment at significantly reduced rates.
• Installed IP based security camera recording system at corporate office with DVR and DVD-WR capabilities for continuous monitoring of building and remote office assets.
• Planned and implemented complex internet and intranet applications on multiple platforms.
• Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
• Conducted testing and troubleshooting for various software remotely and onsite for [Number] server sets to maintain operational readiness.
• Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for [Number] users.
• Made recommendations regarding information technology infrastructure overhauls.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Evaluated latest technology innovations and adopted cost-effective, useful solutions.
• Planned and implemented [Type] upgrades to system hardware and software, resulting in [Result].