Operations Manager June 2011 to July 2015Server4Sale － Glen Allen, Virginia
Responsible for managing multiple teams within the IT department consisting of over 300 employees Managed Data Mitigation Center offering DDos Protection to customers against attacks and threats Developed a 20-member team providing email support to handle after hours queries Planned and managed day-to day IT operations including budgeting, forecasting, and professional development of the technical staff.
Successfully managed implementations, migrations and maintenance of various software and applications Researched new technologies and applications to meet the future needs of the organization Served as liaison with sales, marketing and web managers to maximize synergy among departments Created and executed operational procedures and audits in compliance with company and IT regulations Supervised project managers and IT programmers to ensure timely and cost-effective development of systems Developed, implemented and monitored service level agreements ensuring quick and effective resolution Communicated regularly with the Director and other leadership team to ensure cohesiveness Built effective cross functional teams to ensure on-time project completion with accuracy Achieved 99% system availability and 98% customer satisfaction Developed internal IT Docs website with formalized documentation, standards and procedures to improve and organize employees' performance evaluation to ensure quality assurance standards.
IT Manager /Network Administrator May 2010 to June 2011Server4Sale － Glen Allen, Virginia
Responsible for managing a team of 12 network engineers monitoring network performance of the entire company.
Oversaw the process of Installation, configuration and troubleshooting of network routers, switches, load balancers, and security devices.
Managed Data Center Operations and Help Desk Support.
Maintained network security and ensured its compliance with security policies and procedures.
Evaluated hardware and software and made necessary upgrade recommendations Developed and implemented procedures and standards to quickly and efficiently handle and resolve network outages.
Interacted with vendors to ensure appropriate resolution of network outages Developed and implemented testing strategies and document results.
Communicated technical information to the staff member and end-users via training sessions and team meetings Maintained current knowledge of relevant hardware and software applications Maintained inventory of all of the equipment throughout the company.
Manager - Training May 2004 to May 2010Verizon Wireless － Houston, Texas
Effectively led the training organization consisting of 8 Customer Service, 11 Technical Support and 9 Sales Training Supervisors, located at various locations throughout the U.S.
Evaluated training requirements for each division, consulting with department managers, Human Resource and external resources.
Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs.
Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments.
Determined potential of training programs for future needs of organization.
Assisted Human Resource department in designing appraisal programs and training materials.
Researched new and latest techniques for possible inclusion into existing training process (E-Learning.
Supervisor January 2002 to May 2004Verizon Wireless － Houston, Texas
Supervised 30+ technical support analysts and customer care representatives Adept at instituting procedures that save time, reduce costs, and eliminate redundancies.
Team leader with demonstrated ability to build strong working relationships with coworkers.
Proven track record working with senior management and department heads to assess and institute company-wide technical support policies and procedures.
Possess strong technical skills, with strong background in both UNIX and Windows environments.
Customer Relationship Management (CRM) expert adept at improving processes and communications with clientele.
Sr. Training Consultant November 1999 to January 2002Verizon Wireless － Houston, Texas
Designed and developed technical training curriculum for the entire organization.
Conducted trainings on technical skills for field personnel, internal staff and customers Utilized assessment tools to determine the effectiveness of training programs Instructed learners in remote locations and classroom environments Handled the tasks of gathering technical documentation and develop courseware for instructors and learners Conducted follow up evaluations to determine the applicability of course materials Supervised administrative function in absence of higher management.
Asst. Manager October 1997 to November 1999Getronics － Houston, Texas
Co-managed a team of 8-10 technical Help Desk specialists.
Supported the manager in performing management functions such as staffing and training.
Investigated and resolved escalated customers issues and complaints Implemented organization's operational guidelines, standards and policies.
Responsible for monitoring and managing operational activities throughout the department.
Sr. Analyst - Technical Support September 1996 to October 1997Convergys － Houston, Texas
Providing first level technical support to customers by providing them with technical solutions in a concise manner Installing and configuring computer hardware systems and IT software Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact Taking ownership of problems and tracking them to a successful conclusion Continuously reviewing performance against Service Level Agreements.
B.B.A : Computer Information SystemUNIVERSITY OF HOUSTON － Houston, TXGPA: GPA: 3.0Computer Information System GPA: 3.0
CCNA - Cisco Certified Network Associate Cisco ID # CSCO12045993 : March 18, 2004
administrative, budgeting, budget, Business Development, Business Strategy, CCNA, Cisco Certified Network Associate, Cisco, computer hardware, hardware, concise, consulting, Customer Relationship Management, CRM, clientele, client, customer satisfaction, Customer Service, customer care, designing, diagnosis, documentation, e-mail, email, senior management, forecasting, functional, Help Desk Support, Help Desk, Human Resource, Information Systems, inventory, investments, Leadership, Team leader, DIRECTOR, managing, marketing, materials, meetings, Windows, 98, Network Security, network, networking, Operations Management, organizational analysis, organizational, personnel, policies, improving processes, Project Management, quality assurance, QA, quick, routers, sales, Sales Training, Service Level Agreements, staffing, switches, technical support, technical training, technical documentation, phone, training materials, training programs, troubleshooting, UNIX, upgrade, website
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Companies Worked For:
UNIVERSITY OF HOUSTON
Job Titles Held:
IT Manager /Network Administrator
Manager - Training
Sr. Training Consultant
Sr. Analyst - Technical Support
B.B.A : Computer Information System CCNA - Cisco Certified Network Associate Cisco ID # CSCO12045993 : March 18, 2004
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