Data Center Operations Manager, Detroit Public Schools
Detroit, MI
- Practiced ITIL best practices covering Incident Management, Problem Management, Change Management, Release Management and the Service Desk
- Oversaw the plan, built and managed operations of the data center within the Hosted Services team.
- Assigned staff to various operations and directed their activities.
- Determined impact of proposed changes in hardware or software on computer operations and service to users.
- Evaluated proposed projects to assess adequacy of existing hardware and recommended purchase of equipment.
- Evaluated new software and hardware to determine usefulness and compatibility with the existing environment.
- Developed and implemented administrative policies, procedures and methods.
- Responsible for meeting specified service level standards
- Managed Data Center Conversion from EDS to Vision IT/Sync Technologies
- Directly managed the activities of 30 data center team members.
- Supervised exchange support and maintenance for approximately 15,000 users.
- Responsibilities included interviewing, hiring, and training employees; planned, assigned, and directed work; set and evaluated work goals and objectives; appraised performance; rewarded and disciplined employees; addressed complaints and resolved problems.
Incident Manager General Motors
CDI/IBM, Southfield, MI
· Utilized ITIL best practices covering Incident Management, Problem Management, Change Management, Release Management and the Service Desk for General Motors and GMAC Global I.T. Infrastructure.
· Coordinated teams in the restoration or resolution of a major incident. Strong analytical skills: problem diagnosis, trend analysis. Gained understanding of common technology - mainframe, UNIX, AS400, Intel, desktop, Network Oversees tools personnel and overall business unit metrics.
· Practiced ITIL best practices covering Incident Management, Problem Management, Change Management, Release Management, SLA/OLA, and the Service Desk.
· Consolidated incident and problem statistics across performing suppliers.
· Managed multi-supplier incidents (that meet criteria for IIM ownership) - 24 x 7.
· Utilized key performance indicators (KPI) to measure progress towards organizational goals.
· Monitored supplier compliance to Standardized Work processes during Severity 1 and Alpha incidents.
· Performed incident analysis; managed performing suppliers to identify remedial actions and tracked progress.
· Monitored performance of performing Suppliers and reported non compliance to standardized work processes - Incident and Problem.
· Coordinated and provided oversight of RCA within performing suppliers; verified actions and tracked progress to closure.
· Provided 24 x 7 crisis management coordination, including: contact list maintenance, contact tools (paging, automated calling, etc.), moderated and managed crisis event.
· Excellent written and verbal communications.
Assistant Director of I.T./Technical Systems Support Analyst
Franklin Mortgage Funding, Southfield, MI
· Assured that assigned areas of responsibility were performed within budget; performed cost control activities; monitored revenues and expenditures in assigned area to assure sound fiscal control; prepared annual budget requests; assured effective and efficient use of budgeted funds, personnel, materials, facilities, and time.
· Supervised and managed Senior Support group of 15 in a Citrix Presentation Server 4.0 and Windows environment.
Contributed to general business planning regarding technology and systems required to maintain company operations and competitiveness.
· Setup and configured Treo 650, 600, HP Ipaq 6515, and Siemens SX66 handheld devices to utilize MS Outlook through third party software (Blackberry Server, Goodlink).
· Recognized new developments in information systems technology and anticipated organizational modifications.
· Utilized key performance indicators (KPI) to measure progress towards organizational goals.
· Established security parameters’ utilizing software and hardware solutions Cisco PIX and Checkpoint SiteManager NGX/.
· Established long-term needs for information systems and planned strategy for developing systems and acquiring hardware to meet application needs.
· Ensured confidentiality and reliability of corporate data, proprietary information, and intellectual property.
· Functioned as top-level contact to assist end users in determining IS requirements and solutions.
· Assigned and routed trouble tickets to in-house infrastructure specialist and developers.
· Monitored user accounts utilizing ActiveDirectory to manage group printers and shared drives within a windows/Citrix Network
· Analyzed products and recommended use of new products and services to senior management.
- Coordinated with third party vendors in the development and testing of equipment and software.
Technology Consultant/Owner
ConsulTech, Inc., Memphis, TN
· Responsible for sales, designing, and implementation, of business networks, Internet, Exchange Server, VPN, VoIP, Telcom /SSIR, IP Telephony, and web hosting services.
· Served as lead consultant for Design and implementation of network for the NBA’s Memphis Grizzlies FedEx Forum Basketball Arena
· Was the contractor for redesign of data network for Memphis Job Corps
· Served as a lead consultant for Time Warner Communications redesign of NOC in Memphis, TN
· Determined work procedures and created work schedules, expedites workflow; studies and standardized procedures to improve efficiency and effectiveness of operations.
· Facilitated meetings with agency administrators in developing, implementing and interpreting new or revised initiatives.
· Implemented and designed networks in Windows, Novell, Citrix, MS Exchange 5.5/2000
· Administered the development and application of standards and procedures necessary to develop, install and maintain efficient and effective computer information technology systems.
· Provided businesses and individuals with the computing solutions required, making the most of their resources
· Established and implemented policies and procedures for LAN\WAN usage throughout the organization.
· Provided support for organizations servers and workstations.
· Communicated with vendors to provide internal analysis and support
- Managed 15 Technical and Administrative employees.
Network Administrator
Martek USA, Inc., Nashville, TN
· Assigned to I.T. Department as Network Administrator; provided close cooperation within the company structure and with prospective clients.
· Examined existing information systems, confirming their suitability, and recommended changes.
· Practiced ITIL best practices covering Incident Management, Problem Management, Change Management, Release Management, SLA/OLA, and the Service Desk.
· Provided project management for development of new infrastructures and software solutions for 3rd party vendors.
· Provided specifications for new network infer-structures, defined problems, created feasible solution cost and provided an outline design for new network environment.
- Served as project manager over network design and installs.
Naval Personnelman 2nd Class Petty Officer
Agana, Guam-Millington, TN
· Provided Administrative Support for military personnel and there family member.
· Managed service records for over 5000 aviation students
· Served as ADP Administrator for 2 years while attached to Personnel Support Detachment Millington, TN
· Served as CINPACFLT Micro Application Instructor,
· Military Recruiter maintaining a 96% retention rate among active recruits.
· Held Secret Security Clearance
· Interviewed personnel
· Wrote official letters and reports
· Assisted military members with daily professional growth and development
· Prepared/submitted availability reports and prepared “no fee” passport and visa request
- Prepared correspondence, reviewed directives, and prepared action ticklers.