Senior Manager, Human Resources Technology Resume Example

• Serving as a Service Line Manager for NetApp's private and public cloud environments
• Project managed and provided leadership for transition of applications from a cloud vendor to NetApp's Private Cloud and AWS
• Successfully oversaw the operationalization of the cloud strategy, including change management, standardization of data, life-cycle management, service-level agreements (SLAs), and cloud “hygiene”
• Managed overall operational process, problem solving and root cause analyses for the IT cloud organization
• Works closely with public cloud vendors such as Amazon Web Services (AWS), Azure, Century Link, and Equinix to ensure seamless delivery of IT services
• Presented IT's cloud “journey” in NetApps Executive Briefing Center to external customers
• Successfully managed the day-to-day operations of cloud services including monitoring, incident resolution, problem management, configuration and change management, service desk, security management and monitoring, capacity planning, availability management, and routine update of services
• Provide leadership to a team of offshore and onshore support and delivery engineers through developing and implementing operational and delivery plans and strategy
• Defined and executed processes to build a cloud organization
• Responsible for transitioning a team of cloud support engineers to a Command Center environment for 24x7 support
• Manage reporting, cultivating, and maintaining relationships with cross-functional teams within the IT and Business organizations
• Led and implemented an effort to utilize Power BI and Service Now to visually produce data and provide insights of growth, performance, and utilization within the IT cloud organization

• Responsible for application support for internal and external customers
• Managed and drove root cause analysis and corrective actions to ensure reliability and minimize downtime
• Implemented systems and processes to ensure high performance and successful end user experience
• Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions
• Designed processes that were implemented with minimal disruption to supporting systems, and cost effective
• Prepared technical reports by collecting, analyzing, and delivering to management and business teams for trend analysis
• Led a major effort for operations of the Now NextGen (Support Site) project to ensure accuracy, testing, documentation, and reliability
• Managed day to day operations of NetApp vendors to ensure Incidents and Problem tickets were handled correctly and met SLA
• Interfaced with the internal customers to scope projects, manage issues, and develop working relationships

· Develop and define IT requirements to support process and system changes

· Estimate resource requirement and determine IT impacted groups

• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
• Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Manage the post-sales services portfolio including the Synergy and Synergy Plus customer support programs to deliver annual revenue and gross profit targets
• Work with customers, sales, and regional service managers to define, document and quote service support solutions and agreements
• Develop and deliver collateral and communication material to help sales and regional service managers sell support services to customers
• Promote company service capabilities and maintenance level agreements
• Implement procedures to track and manage quotes and bookings and monitor and manage pricing policies to ensure overall profitability of service programs
• Support regional service managers to implement local in-country capabilities to deliver competitive support services to customers
• Participate in the review and validation of service requirements contained in customer RFP's and contracts
• Responsible for revenue growth targets from service programs and initiatives
• Provide technical assistance for on-going issues to involve managing projects to completion and working with the customer for resolution
• Provided input and instituted changes to be a competitive microwave communication customer service operation