Vice President Technical Services Resume


Title
Vice President Technical Services


Primary Skills
IT Management and Support Leadership, IT Security Risk Management and Certification, Business Continuity and Disaster...


Location
US-FL-Merritt Island (will consider relocating)

Posted
Feb-25-10

RESUME DETAILS

PROFESSIONAL SUMMARY

Accomplished, astute IT Security Specialist with 20+ years
experience deploying infrastructure and standards to
mitigate risk in mission-critical environments. As the
pivotal IT security resource at Kennedy Space Center for
nearly 5 years, created security/certification plan for one
of the most complex projects at NASA (Electronic Security
System/Access Control) and oversaw security and lab
management for new shuttle launch system. Dynamic management
career spans IT operations, communications and technical
support at Orange Lake Family of Resorts and Disney's
official Cruise Line.
* Technical visionary, able to influence the strategic
direction of both technology and business initiatives within
and outside sphere of accountability.
* Natural leadership style, integrating "best practices"
with staff talents to create a high-energy workforce with
maximized synergy.
* Proactive problem solver, implementing solutions with
careful consideration to the bottom line, long-range goals,
feasibility and ease of use.

KEY COMPETENCIES
Telecom & Network Security Security Documentation (NASA/FISMA/NIST)
Operations & Physical Security Business Continuity/Disaster Recovery
Risk Management/Certification Change Control Management
Staffing/Training/Team-Building $MM Budget Accountability
Project Management Contract Negotiation
Technical Support Client Relationship Management

SECURITY CLEARANCE
Top Secret/SCI, Inactive


PROFESSIONAL CERTIFICATIONS
CISSP - Certified Information System Security
Professional
NASA - Certified System Administrator

PROFESSIONAL EXPERIENCE
ORANGE LAKE FAMILY OF RESORTS, Kissimmee, FL; 03/2005 -
06/2009
4 years 3 months
The single largest resort in the Southeast located next to
Walt Disney World
DIRECTOR OF TECHNICAL SERVICES (01/2007 - 06/2009)
Promoted to manage day-to-day operations in flagship Orlando
Technical Assistance Center (Desktop Support & Service Desk)
supporting a rapidly growing national resort network with
140,000 owners, 9 restaurants, 4 golf courses, 8 tennis
courts and 2000 employees. Led team of 20 spanning 9 Service
Desk Analysts, 4 Desktop Technicians, 4 Telecom Line
Technicians and one Audio/Visual Engineer. Controlled $9MM
budget shared with Network Operations Center.
KEY ACCOMPLISHMENTS:
* Consolidated Service Desk, Desktop Support and Telecom
Support under one roof; expanded staff and relocated
operations to a centralized renovated facility.
* Implemented Altiris management application and
customized system based on ITIL best practices. Instituted
automatic alert notifications for rapid problem
notification.
* Ensured optimal technical support by creating
processes, procedures, protocols and standards. Implemented
comprehensive business metrics for call/incident statistics.
* Generated $100K additional revenue stream by installing
800+ Wi-Fi Access Points for high speed Internet access.
* Streamlined hardware fix/rollout process, elevating
weekly production rate by 20%.
* Established training courses for security awareness, IT
orientation and MS Office Suite. Provided IT support for all
IT-related Life Safety issues.
* Efforts increased customer satisfaction levels 50%,
improved first call resolution 55%, minimized call
abandonment 10%, and raised incident open/close rate to 88%
weekly. Reduced reoccurring problems with main applications
by 70%.

COMMUNICATIONS SYSTEMS MANAGER (03/2005 - 01/2007)
Delivered telecommunications support for 3500+ guests and
corporate users, encompassing phones, cable television,
satellite/security/AV systems and underground infrastructure
(coax, copper, fiber). Managed one communications analyst, 3
telecom line technicians, one audio/visual engineer and
$1.8MM budget.
KEY ACCOMPLISHMENTS:
* Planned, designed and managed construction projects
through the life cycle. Led and empowered team to build 2
sales facilities, 4 high-rise condos, river island theme
park with 2 VIP high-rise condos, 2 restaurants and one golf
training facility.
* Devised strategies to improve existing support with no
weekend coverage, lack of tools, 20-year old phone cables
and inexperienced/unmotivated line technicians.
* Proposed and secured buy-in to upgrade toolkit to
include better quality line test equipment and replace
privately-owned vehicles with company-owned vans.
* Replaced aging satellite CATV with state-of-the-art
fiber-based underground system, reducing outages 50% and
growing revenue 15%. Completed complex project requiring
reprogramming of 4000+ TVs with a limited staff.
* Relocated radio transceivers from small area antenna to
American Broadcast Center tower, eliminating radio blackout
areas and improving property coverage to 100%.
* Reduced guest and corporate complaints from daily
manager on duty report by 80%.

KENNEDY SPACE CENTER, FL; 04/2001 - 03/2005
4 years 11 months
(engaged thru Space Gateway Support, Dynacs, Boeing)
IT SECURITY SENIOR SYSTEMS ANALYST (02/2003 - 03/2005)
Developed and maintained IT security and contingency plans
per NASA directives and policies. Core contributor to
critical security projects, managing server/workstation
patch and security management systems and supporting JBOSC
IT Security Officer in threat assessment, risk analysis,
mitigation and workstation forensics. Supervised data
security analyst and systems administrator.
KEY ACCOMPLISHMENTS:
* Streamlined IT security plan and contingency
documentation process by creating MS Project plan template
covering 40 systems.
* Created security/certification plan for one of the most
complex NASA-wide projects, Electronic Security
System/Access Control (ESS-AC) spanning all physical access
control points and video intrusion detection camera systems
(over 1500 points) and 7 additional system security plans.
* Instituted IT security and contingency plan
documentation standards derived from NASA and Federal
publications (NIST).
* Deployed automated software patching system to 3000+
workstations and servers, eliminating 80 staff hours per
month.
* Implemented NASA's System Administrator Certification
Program for JBOS. Awarded NASA Windows 2000 Server
Certification.
* Conducted pc forensics project with Federal law
enforcement, resulting in a 100 percent success rate.
Praised by Federal team for thorough handling of the
forensics evidence.

IT SECURITY SOFTWARE ENGINEERING PROGRAM ANALYST (04/2001 -
11/2002)
Chosen by Boeing to provide IT security design oversight and
lab resource management for new shuttle launch system
(checkout, launch and control system).
KEY ACCOMPLISHMENTS:
* Redesigned 12 development lab environments, increasing
utilization by 30%.
* Jumpstarted project behind schedule by gaining
consensus among contractors (Boeing, Lockheed, USA, Dynacs,
NASA) for a scheduled usage scheme. Created IT security
integration meeting to keep all tasked parties informed of
progress.
* Acquired software testing applications for malicious
code, port scanning and system profiling. Assisted in IDS
product evaluation and selection.
* Cleared up 146 outstanding COTS issues and passed
general audit reviews.
* Developed Excel matrix to efficiently manage IT
security configuration issues.
* Authored security design document that encompassed all
project aspects, including operating systems, applications,
network and hardware.
* Earned designation as Launch Honoree for STS-102
(Discovery) with International Space Station mission.
PREMIER CRUISE LINES, Port Canaveral, FL; 02/1987 - 10/2000
12 years 8 months
Official Disney Cruise Line
TECHNICAL SUPPORT/OPERATIONS MANAGER (1998 - 2000)
OPERATIONS MANAGER (1897 - 1999)
Managed MIS, vendor support contracts and all technology
acquisitions for corporate and onboard areas with $4MM
budget. Oversaw PC and AS/400 systems for reservations,
accounting and HR systems as well as ACD & Mitel PBXs.
Administered 350-node, 20-server LAN/WAN operating Novell,
Windows and UNIX. Supervised team of 10 Helpdesk/computer
operators, network support techs and a telecom tech.
KEY ACCOMPLISHMENTS:
* Spearheaded numerous system upgrades to increase
efficiency, performance and availability. Gained consensus
among department heads on ships with very different
nationalities and completed all work with minimal impact to
business operations.
* Added a Data Center to all cruise ships to include
security, HVAC, fire suppression and Internet cafes. Created
Systems Officer position, providing each ship with a "go to"
resource and eliminating midnight emergency calls to faraway
places.
* Established business interruption and disaster recovery
plans, including remote hot site and mobile recovery, and
led successful deployment during Hurricane Floyd.
* Seamlessly consolidated Dolphin Cruise Lines and
Seawind Cruise Lines Data Centers to Cape Canaveral, saving
$50K annually; named "Employee of the Month".
* Launched cashless onboard system, increasing revenue by
35% on each ship.

MILITARY
United States Air Force, Telecommunications Operations
Specialist, 1975 - 1984


TECHNICAL SUMMARY
PLATFORMS: Windows, Novell, UNIX, AS/400
SOFTWARE: MS Office Suite, MS Project, Altiris

EDUCATION
Rollins College, Winter Park, FL
B.S., Computer Information Systems & Business
Administration, 1987

Air University-Community College of the Air Force, Gunter
Annex, Alabama
A.A.S., Communications Operations Technology, 1985


Certifications
See above

CONTACT DETAILS

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