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IT Services Manager * Senior Architect Resume Example

Resume Score: 80%

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IT SERVICES MANAGER * SENIOR ARCHITECT
Professional Summary

SENIOR INFORMATION TECHNOLOGY PROFESSIONAL Excellence-driven information technology leader, with more than 20 years of experience managing high-profile initiatives, automating systems, and streamlining processes for firms ranging from a non-profit electric distribution cooperative to a multi-billion dollar Fortune 500 technology company. Dynamic communicator and meticulous project manager, with exemplary record of elevating performance and achieving significant cost-savings through continuous process improvements and innovative technical solutions. Seasoned Service Manager bringing [Number] years of [Industry] experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Dynamic Service Manager with extensive knowledge of [Type] sales and proven success in leadership roles. Excellent critical thinking with history of long-term client relationships and great salesmanship. Organized and detail-oriented worker with great [Software] skills. Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems and improving customer satisfaction.

Skills
  • Processes and Methodologies – SDLC, PMLC, PMBOK, ITIL
  • Languages – MS Visual Studio, C, HTTP, MS Visual Basic, Basic, COBOL
  • Platforms – MS Windows 9x - 10, MS NT 4.0 - 2012 R2, Cisco IOS, Unix, VMware, Hyper-V, HP-UX
  • Hardware – IBM, Compaq, HP, Dell, Cisco, Cabletron, EMC Clariion, Xiotech, Raritan, Mitel, ASC, Netgear, HP 3000
  • Applications – MS SQL 2000 – 2012, Office, Project, Visio, SMS, WSUS, Exchange 2003 – 2010, Citrix, SAP BPC, Business Objects Enterprise and Edge, SAP Data Services, SAP Financial Information Management, Remedy, Norton, McAfee, PGP, Cisco VPN, SumTotal LMS, MOSS 2007, IIS, Terminal Services, Telnet, SSH, SSL, VERITAS, Windows Deployment Services, SCVMM, Asigra, Office Communication Server 2007 R2, Microsoft Lync
  • Other – Active Directory, Video Conferencing, Virtualization, Nortel, Web Hosting, IP Load Balancers, VoIP, Telecommunications, Ironport, Storage Architecture, Blades, AMX, Crestron, DNS, DHCP, WINS, FTP, NAS, SAN, Scripts, Windows Mobile, Blackberry, Network Design, Ethernet, Fiber, LAN/WAN, ISDN, NAT, TCP/IP, T1, WLAN, IDS, IPS, Firewalls, Routers, and Switches
  • Active Directory, DVD, Outlook, Scripts
  • Agile, Edge, Windows 7, SMS
  • Architect, Email, MS Windows 9, MS SQL
  • Basic, Engineer, Windows, SQL
  • Bridges, Ethernet, Window, SSH
  • Budget, Financial, 2000, SSL
  • Business intelligence, Firewalls, 3.x, Strategic
  • BI, FTP, MS NT 4.0, Strategic planning
  • Business Objects, Functional, Migration, Switches
  • Business process, Government, NAS, T1
  • C, Help desk, Enterprise, TCP/IP
  • Cabletron, HP, Network Design, Telecommunications
  • Cisco, HP 3000, Network security, Telephony
  • Cisco IOS, HP-UX, Networks, Telephone
  • Cisco routers, HTTP, Networking, Phones
  • Citrix, IBM, Network, Telnet
  • COBOL, IDS, Nortel, Unix
  • Compaq, IIS, Norton, Upgrades
  • Hardware, Information security, PBX, Upgrade
  • Consulting, Information technology, Performance management, VERITAS
  • Consultant, IP, Camera, Video Conferencing
  • Contract negotiations, ISDN, Processes, Visio
  • Clients, ITIL, Procurement, MS Visual Basic
  • Client, LAN, Profit, MS Visual Studio
  • Customer service, Laptops, Project Management, VoIP
  • Dell, Leadership, Project planning, VPN
  • Dell servers, Director, Quality, WAN
  • Desktops, Managing, Quick, Web Hosting
  • DHCP, McAfee, Recording, Workflow
  • Directing, Meridian, Routers
  • Disaster recovery, Access, SAN
  • DNS, MCSE 2003, SAP
  • Documentation, Exchange, SDLC
  • Driving, Office, Servers
  • Proficient in [Software]
  • After-sales support
  • Documentation and reporting
  • Strategic business planning
  • Customer Service Management
  • Team Leadership
  • Scheduling
  • Budgeting
  • Staff Management
  • Process Optimization
  • Quality Management
  • Employee Supervision
  • Quality assurance
  • Contract Management
  • Technical Support
  • Culture Development
Work History
IT Services Manager * Senior Architect, 10/2009 to 12/2020
Akili, Inc – Irving, Texas

Dallas-based management consultancy that specializes in enterprise performance management, expanding business intelligence, and improving operational agility.

  • Serve as lead technical consultant implementing SAP products and services.
  • Manage all internal technology services as well as lead systems engineer and architect for company.
  • Provide operational support for division's users, desktops, servers, and networking systems.
  • Highly visible position both internally and client facing.
  • Monitor and handle procurement, on-boarding for new hires, and security of premises and data.
  • Ensure strategic and operational alignment with business objectives.
  • Agile Project Management skills (not certified).
  • Effectively integrated strategies & operational responsibilities with multiple cross-functional teams.
  • Monitored and controlled commitments aligned to service agreements.
  • Demonstrated strong leadership by leveraging expertise during major incidents, driving timely triage and resolution on technical bridges.
  • Coordinated project status with all stakeholders at regular intervals and reviewed project milestones.
  • Leading multiple projects for different financial product lines across multiple lines of business, organizations, and industries.
  • Managed contract negotiations with vendors and clients.
  • Evaluated data operations, implemented information technology systems, detected areas of improvement, developed solutions, ensured information security, created control structures, increased cost effectiveness, and managed budget of $1.3M.
  • Administered architecture build, formulation and execution of IT strategies, and resolution of issues while steering a geographically divers cohesive virtual IT customer service team, managing vendors efficiently, fulfilling support needs of over 30 different customers.
  • Streamlined and optimized systems as well as processes within organization to ensure operational effectiveness.
  • Reduced systems admin workload and prevented frequent downtime through innovated renewal of service-desk workflow by using ServiceDesk Plus and Amazon Web Services.
  • Served as the main point of contact for overseeing SAP partnership, support renewals, and escalation of service-related issues.
  • Lead numerous consulting engagements for SAP EPM and BI infrastructure design, installation, and integration for small and multi-million dollar projects located in various datacenters.
  • Conceptualized and performed complete infrastructure upgrade moving from dedicated servers and VMware ESX platform to Dell m1000e Blade system, Xiotech SAN storage, and Hyper-V virtualization for under $70K.
  • Implemented Microsoft Lync VoIP system replacing antiquated Nortel Meridian PBX system and phones and saving an average of $18K per year in support and line costs.
  • Migrated email systems from Exchange 2003 to Exchange 2010 and Outlook 2007 to Outlook 2010 improving system performance and security for users and backend servers.
  • Championed and managed Microsoft Partner relationship for company and employees.
  • Converted all users to Windows 7 64-bit platform and servers to Windows 2008 R2 64-bit platform within the first six months of product release from Microsoft.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Met with customers to discuss service needs and offer available solutions.
Director of Information Technology, 02/2006 to 01/2009
Affiliated Computer Services, Inc / Ernst & Young – Irving, Texas

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.
Senior Systems Administrator, 08/2005 to 02/2006
Trinity Valley Electric Cooperative, Inc – Kaufman, Texas

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].
Education
MBA: 08/2004
University Of Phoenix - Dallas, TX
BBA: Entrepreneurship & Strategic Management, 12/1998
University Of North Texas - Denton, TX
Certifications
  • PMP Certified
  • AWS Certified Solutions Architect – Associate
  • ITIL V3 Foundation
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
Affiliations
  • Project Management Institute (PMI)
  • ITIM Association
  • Microsoft Certified Professional (MCP)
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Resume Overview

Companies Worked For:

  • Akili, Inc
  • Affiliated Computer Services, Inc / Ernst & Young
  • Trinity Valley Electric Cooperative, Inc

School Attended

  • University Of Phoenix
  • University Of North Texas

Job Titles Held:

  • IT Services Manager * Senior Architect
  • Director of Information Technology
  • Senior Systems Administrator

Degrees

  • MBA : 08/2004
    BBA : Entrepreneurship & Strategic Management , 12/1998

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