Senior IT Operations Manager Resume

Title
Senior IT Operations Manager

Primary Skills
SDLC, ITIL, Results-driven/oriented, Service Levels Management (SLA)

Location
US-PA-York

Posted
Jun-09-09


SENIOR IT OPERATIONS MANAGER / DIRECTOR

Highly accomplished professional with a successful 20+-year career directing the design and delivery of advanced technology solutions, and establishing and managing organizations for start-up and high-growth businesses. Change agent with strong innovation, transformation and turnaround leadership. Successful in building, expanding and optimizing operational structures, services, technologies, teams and processes to improve performance, minimize risk and enable competitive growth. Outstanding team building, problem solving, leadership and communication skills. Strength in directing efforts and managing teams across organizational levels to support strategic objectives across complex environments.


CORE COMPETENCIES
-----------------
- Strategic Planning & Organizational Leadership
- Technology Solutions, Direction & Management
- Business, Cost, Risk & Vulnerability Assessments
- Infrastructure Design, Optimization & Administration
- Business Continuity / Disaster Recovery Management
- Systems Development Lifecycle Management
- Policies, Procedures & Standards Design
- Program / Project Planning & Management
- Best Practices & Continuous Improvement
- Team Training, Mentoring & Leadership


PROFESSIONAL EXPERIENCE
=======================

PROMETRIC, INC. -- BALTIMORE, MD - 2000-2009 & 1997-2000
Built an impressive record of achievements through a series of increasingly responsible positions for this global leader providing technology-enabled testing and assessment services in more than 160 countries.
DIRECTOR, BUSINESS CONTINUITY (2004-2009)
CHALLENGES: To build, expand and manage a dedicated Business Continuity Management Organization to minimize overall risk across corporate Data Center, headquarters, and business units throughout the US and EMEA. Based upon success, given additional responsibility to turnaround and optimize efforts of Site Software Deployment and Continuing Education Software Development organizations.
RESPONSIBILITY: Held complete strategic, technical and operational responsibility for $7 million program to establish 50 Business Continuity Plans, Crisis Management Plan, Incident Management Team, Emergency Operating Centers, Disaster Recovery Data Center, and corporate policies and procedures.
- Defined and rolled out the Continuity of Operations Plan, 3 months ahead of schedule and $1.3 million under budget. Plans were exercised and evaluated by third-party Business Continuity Management Specialist annually. In 2008 the BCM program was evaluated through a 257-points examination that resulted in zero significant gaps or identified areas of improvement.
- Created, documented, reviewed, revised and directed the rollout and management of 50 Business Continuity Management plans. Planned, designed and oversaw table-top Business Continuity Planning exercises, and major Disaster Recovery exercises that included 50% of the total Disaster Recovery environment annually.
- Designed and led the implementation of a 225-server Disaster Recovery Data Center at alternate location. Oversaw the upgrade of backup / recovery environment to enable disk-based data storage and replication leveraging EMC Clariion, Veritas NetBackup, Sun Solaris-based host, and EMC DMX-based SAN technologies.
- Selected to define turnaround strategy for Site Software Deployment Team of 13 charged with distributing and maintaining software for more than 3,000 testing sites. Introduced process improvement and quality control best practices, reducing release timeframe by 50% and error rate to less than .01% within 9 months.
- Chosen to strengthen development team and enhance quality releases of Continuing Education software utilized across the enterprise. Assumed responsibility for team following the back out of 3 software releases and 2 missed major client deliverables to accomplish a major software revision and release for key client within 3 months. Introduced SDLC and project management best practices, meeting all client requirements for product delivery.

ARCHITECT, TECHNOLOGY SYSTEMS (2000-2004)
CHALLENGES: Requested back by leadership to newly established role to drive the introduction and adoption of infrastructure design, architecture and management best practices to increase overall availability of enterprise business systems and services, and improve operational efficiency.
RESPONSIBILITY: Cross-functional accountability for architecting and deploying infrastructure for the development of new business solutions, driving system consolidation projects, and introducing ITIL-based standards and processes to reduce unscheduled outages of business systems and meet increased customer demands. Led teams in evaluating needs and issues, defining strategies, and implementing new technologies, tools and processes to enable competitive growth.
- Led major $5 million quality program that successfully increased availability for all client facing applications from 98% to 99.9% within one year. Introduced clustering, tiered load balancing and fault tolerance best practices; established Service Level Agreements (SLAs) based on criticality to operations; and instituted cross-training program for engineering team to achieve newly established service agreements.
- Managed effort to define, evaluate, select and rollout an enterprise management system leveraging HP OpenView, enabling the retirement of multiple legacy tools while improving system availability and timely notification of service / system outages across essential business systems.
- Directed the design and implementation of an enterprise storage solution leveraging EMC SAN technology across NetWare, Windows and UNIX systems, reducing data backup and restore timeframes of 1.5 Terabytes of data while providing highly available storage and replication at off-site location.
- Chosen to define and recommend a Business Continuity Management Program to reduce vulnerability across the enterprise. Led six-month initiative to conduct a full impact analysis on environment, identify risks and issues, create high-level disaster recovery strategy, and design and present business case to leadership.

MANAGER, SYSTEMS ENGINEERING (1999-2000) / SYSTEMS ENGINEER (1997-1999)
CHALLENGES: Originally retained as a Consultant and recruited as an employee within 6 months to oversee the design and rollout of an enterprise secure client data delivery system and replace 11 disparate systems. Recommended, gained approval, and promoted to build and manage the organization's 1st Systems Engineering team in ensuring optimal uptime and performance of mission-critical systems.
RESPONSIBILITY: Led team of 12 in expanding, optimizing and administering multi-platform UNIX, Netware and Windows environment to support business growth. Introduced new technologies, standards and best practices to enhance delivery of services across the enterprise, launch new products, and meet evolving business goals.
- Contributed to the build out of separate Development, Quality Control and Production environments comprised of more than 100 Windows servers to support the launch of first generation web-based candidate and site registration systems.
- Spearheaded the design and implementation of a centralized Client Data Delivery System providing clients with a standardized means to access testing results.
- Managed the expansion of environments to more than 250 Windows, NetWare and UNIX servers to support rapid business growth. Directed all Y2K initiatives for environments, resulting in zero issues.
- Introduced ITIL methodology and best practices for change / configuration management and system availability planning; created detailed documentation for all business systems; and established team cross-training program, improving overall service availability and system recoverability.
- Planned and ensured the appropriate and on-time rollout of numerous infrastructure rollout, upgrade and troubleshooting projects to support multiple releases of web-based products, on-time and within budget.


VERSIENT, INC. -- HUNT VALLEY, MD - 2000
DIRECTOR, INFORMATION TECHNOLOGY
CHALLENGE: Recruited to oversee the establishment of a dedicated IT support structure and teams to enable the development and launch of Versient EDGE, the 1st B2B printing platform in the marketplace.
RESPONSIBILITY: Provided leadership and framework to architect and implement development, quality control, pre-production, and production environments and systems to support new eBusiness venture. Contributed to all aspects of business system development, from gathering of requirements through design, implementation, testing and maintenance.
- Designed and managed the build of dedicated Data Center to support new EDGE suite of products, including environmentals, monitoring tools, and enterprise backup / recovery solutions.
- Staffed and directed team providing support for business systems, desktop computing, and 12-seat Contact Center. Set-up standard operating procedures to ensure optimal satisfaction.
- Spearheaded the design, implementation and management of enterprise systems for messaging, Internet security, and data protection, enhancing uptime services while minimizing overall vulnerability.
- Led the continuous expansion and management of technology infrastructure to support business operations. Oversaw the deployment of more than 30 servers within 6 months, meeting all project deliverables.


* ADDITIONAL EXPERIENCE **
--------------------------
INFORMATION TECHNOLOGY SPECIALIST, BRITISH BIOTECH
- Provided dedicated support to 75 users and systems within the Annapolis office. Migrated infrastructure from Novell to Windows architecture; rolled out fault-tolerant solutions to enhance system availability and disaster recovery capability; and implemented a document management system for pharmaceutical study data.

MANAGER OF PERSONNEL MANAGEMENT OPERATIONS / SYSTEMS OPERATOR, UNITED STATES ARMY
- Medical Platoon Sergeant managing efforts of up to 32 employees providing medical services to over 1,200 soldiers, and annual budget of $2 million.


EDUCATION & CREDENTIALS
=======================
Pursuing Bachelor of Arts in Business Administration; Concentration in Computer Information Systems
FLORIDA INSTITUTE OF TECHNOLOGY


CERTIFICATIONS & PROFESSIONAL DEVELOPMENT
-----------------------------------------
Microsoft Certified Systems Engineer (MCSE)
Microsoft Certified Professional + Internet (MCP+I)
Pursuing Certified Business Continuity Professional (CBCP) Credential
Extensive Management and Leadership Courses, US Army


TECHNICAL COMPETENCIES
======================
MS Windows 2000 / 2003 Architecture; TCP/IP & IPX/SPX Protocols; DHCP, DNS & WINS Network Services
LAN / WAN, VPN, FDDI, FC & SAN Network Methodologies; Intel-based Servers & EMC Storage Solutions
Cisco Routers & Switches / Brocade Switches; MS Exchange, Lotus Notes, Veritas NetBackup & ManageSoft
MS Office Suite, MS Project & Strohl Systems LDRPS; Systems Development Lifecycle (SDLC)

Certifications
See above


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