Resume of Director of Operations

Title
Director of Operations

Primary Skills
Data Center Operations, Customer Care, Call Center Operations, IT, Network Management and Operations

Location
US-TX-Flower Mound

Posted
Mar-28-08


Executive Management
Successful Achievement in Data Center Operations and Commissioning, Customer Care, Call Center Operations, IT, Network Management and Operations

Results-driven executive with proven expertise in strategic planning, team building, performance improvement. Business leader with competencies in data center operations, information technology, network management, project management, customer care and operations. Proven customer-focused contributor and solutions implementer in fast-paced, high-pressure environments. 14 years combined experience in Network Operations Centers and Data Center operations, including 10 years managing IT professionals. Extensive organizational, budgetary, client relations, staffing, training and leadership experience in fast-paced, deadline-driven operations environments Expert at building cross-functional consensus, building customer focused organizations, and finding solutions where others find chaos.

Data Center Operations Start-up / Turnarounds P&L Management
Managed Services Information Technology Operations/Call Center
Network Operations Budget and Expense Control Network Management
Project Management Customer Care Process Improvement
Change Management Systems Implementation Team Leader/Motivator


PROFESSIONAL EXPERIENCE

DGFastchannel - Dallas TX 2003 to present
DG Systems is fully engaged in the management and distribution of media content with a focus on electronic media management and distribution for the television and radio broadcast industry.

Director of Operations
Managed Client Care, NOC Operations/Call Center and Quality Control with an organization of over 60 people including all daily operations activities for 7X24 NOC.

Key Results:
* Assisted in the successfully transition of the customer care image for the company resulting in increased client retention
* Assisted in the consolidation of operations from multiple systems to one common system.
* Initiated development of new application to reduce the unit cost for delivery of audio content by 80%.
* Continued process improvement leading to continued headcount reduction while managing transaction growth.
* Implemented new SLA's to address Client concerns on retransmission policy resulting in improved Client ratings.
* Implemented extended call service hours and balanced staff assignments to meet the demands as the company moved to 5 by 24 hour support.
_________________________________________________________________________
Cable & Wireless - Dallas & Austin TX 2001 to 2003
Internet Web-Hosting Company (Formerly Exodus Communications)
Regional Director of Global Internet Data Center/Managed Services
Participated in the construction and commissioning for this data center location. Responsible for all Data Center operations, including customer satisfaction, managed services, NOC operations, facilities management, staffing, scheduling, training and IDC profit and loss. Managed 15 Professional service engineers, 10 NOC technicians and 3 Facilities Engineers. Managed change control, quality of service, problem resolution and trouble ticket completion. Accomplished one hundred percent uptime. Managed equipment delivery and installation schedules as well as contractors/vendors for accuracy and on time completions of tasks. Worked directly with large and/or sensitive customers to assure their expectations were exceeded. Provided input on launching new products and business practices as part of the Exodus Management Team.


PSINet Inc. - - Dallas TX & Marina Del Rey Ca 2000 to 2001
Internet Web-Hosting Company
Director of Global Internet Data Center/Managed Services
Participated in the construction and commissioning for these two data center locations. Managed staff of Facility Technicians, Network Operations Center and Managed Services personnel, including 4 senior managers and 21 IT professionals, and overall operations and maintenance of 24X7 facility operations in a data center environment. This team accomplished one hundred percent uptime in the 1 years we were open. Developed and managed site operations budget and coordinated with sales to plan resources to meet customer needs. Documented resource utilization and prepared forecasts to ensure capacity was in place to meet projected needs. Managed change control, quality of service, problem resolution and trouble ticket completion.

TRW - Redondo Beach Ca 1980 - 2000
One of the Nation's largest Aerospace Companies
Manager Network Operations Center/Call Center 1993 - 2000

Directed a staff of 12 IT professionals monitoring the LAN/WAN (Cisco). Responsibilities included financial forecasting and planning, staffing, training and professional development, and ensuring 24/7 network operating availability. Team was primary contact for all network issues, including detecting, diagnosing and correcting network faults before they escalated into system-wide problems. Served as project manager for global projects, standard operating procedures, service-level agreements, and an emergency backup NOC. Organized processes and procedures into a document control system.
Network Administrator 1989 - 1993
Monitored and performed network troubleshooting. Monitored trouble ticket log, ensured tickets were assigned and resolved in a timely manner. Installation of network cabling, implementation of network moves/reconfiguration including backbone equipment and desktops. Managed transition to a new workflow model.

Data Analyst 1987 - 1989
Managed the Software Configuration Change Control System, database backups and tape library.

Spacecraft Computer Operator 1983 - 1987
Supported all Payload and Spacecraft testing for the TDRSS program. Supported three launch operations at Cape Kennedy Space Center.

Metrology Specialist Manager 1980 - 1983
Managed 14 field-based technicians, responsible for acquisition and calibration of test equipment, inventory and document control, asset management, and training.

EDUCATION
* AA Electronics and Supervision, El Camino College
* Computer Operations, Computer Learning Center
* Electronics and Radar, USAF

Professional Development:
NetCool Omnibus Mar. 2000
CCNA 1994
AT&T: College of Call Center Excellence Jan 1998
Woman of Achievement Award TRW
Courses through TRW Inc:
Goals & Goalsetting, Project Management, Time Management, Conflict Management,
Employment Law, Diversity Training, Legal & Ethical Training, Effective Interviewing,
Presentation Skills, Cisco Intro to Router Configuration and Internetwork Troubleshooting
Knowledge of:
HPOpenView, Netcool Omnibus, What's Up Gold, NT, UNIX, SNMP, RMON, TCP/IP Remedy and BMC ticketing systems

Certifications
See above


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