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IT Operations Manager Resume Samples
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0-5 years of experience
Lead an IT Operations team responsible for global IT infrastructure, including phone and data network, helpdesk, desktop management and server management for a 1.2 billion dollar revenue company.
- Managed worldwide telecom contracts and reduced costs 70% over 2 years.
- Responsible for Unix systems management, SAP Basis support, Web and Ecommerce and various other groups supporting IT Infrastructure
- Created processes to reduce downtime and increase reliability of systems using automated technology
- Managed a team that deployed new technology as part of the Microsoft Early Adopted Program. Was recognized by Microsoft for the largest early deployment of Windows XP. Also participated in Windows Server 2003 early adoption
- Developed a plan to split up a 1.2B company IT organization into 4 smaller companies as part of the divestiture of Cabletron
0-5 years of experience
Promoted to manage the IT department and lead the product research and development team. Supervised internal help desk and customer support technicians, database administrators, and PC Integration specialists. Responsible for technology budgeting and procurement for the organization.
- Cut software and hardware expenses by $45,000 annually and boosted uptime to 98% by promoting the use of Linux and other Open Source software.
- Designed and implemented corporate data policies and procedures for compliance with HIPAA regulations.
- Developed "Road map" for the IT department to keep in pace with the business goal of tripling annual sales and recruiting 50% more employees.
0-5 years of experience
Planning, coordinating, managing information assets for the Air Force
- Managed SharePoint sites used to accommodate 400+ personnel.
- Trained new employees while providing timely administrative support for up to 360 personnel-adhering to tight project deadlines and shifting priorities
- Corrected 2 special duty assignment pay oversights resolving $2.5K in overdue payments
- Streamlined 26 electronic file plans resulting in an "Excellent" rating after routine audit
- Created more efficient processes while adhering to strict Air Force standards resulting in no late reports and 2 flawless inspections
- Awarded THE AIR FORCE ACHIEVEMENT MEDAL for MERITORIOUS SERVICE as an IT Operations
- Exceeded technical support requirements for military mission in a deployed environment in Southwest Asia for 7 month time period.
0-5 years of experience
Led 24 military, civilians, and contractors providing 24/7 support for $5M key Air Force Command and Control logistics planning tools.
- Managed equipment operations and maintenance/security programs affecting 800 users, 18 bases, 2 Numbered Air Forces, and 5 Combatant Commands.
- Focal point for ACC Director of Communications & Operations Directorate GCCS Program Management Office; directed GCCS software releases for command.
- Conducted site survey and analyzed user requests and requirements for GCCS support during exercises and contingency operations.
- Spearheaded resolution of 3,558 Remedy tickets including 77 security patches providing unmatched 100% system uptime rate.
- Managed critical software version upgrades de-conflicting 242 ACC client updates ensuring uninterrupted operations.
- Led team/tasks to accredit $4.2M GCCS revised version release resolving 120 discrepancies <4 days.
6-10 years of experience
Principle advisor to Communications Director on technical issues, management and career development of 160 employees
- Managed 1K communications manning positions for 10 offices in 5 countries
- Efficiently managed facilities, equipment and financial resources valued at $95M
- Managed $14.8M in airfield assets; resolved 168 outages, maintained 99% uptime
- Secured $750K for infrastructure upgrade, coordinated 12K feet cable install; enhanced customer communications by 30%
- Administered employee certification program; ensured 72 IT technicians completed certification and training requirements; exceeded training goal by 35%
- Surveyed 72 buildings/178M square feet in preparation for $1.5M network upgrade
- Led customer service center reorganization; standardized network support and streamlined customer procedures; saved 1K man hours and enhanced customer service
- Coordinated network upgrade, increased bandwidth by 50%; enabled live UAV feed to monitor remote overseas relief efforts
- Led ATC tower overhaul; negotiated with 7 agencies, saved $200K in operating funds
- Implemented $500K tech solution; remedied antiquated SIPR network, improving critical system reliability to 100%
6-10 years of experience
Managed the day-to-day operations of IT support and Asset Management for Eastern NC, which included the Raleigh, Wilmington, Fayetteville markets. Provided technical support and asset management for up to 3,000 employees, 3,500 wireless devices, and 2,500 computers. The IT Operations group consisted of 16 staff members located across the region, with an annual budget of $14M. Successfully managed an 11-member Helpdesk and Helpdesk Supervisor across 3 markets, responsible for providing technical support to all Eastern Carolina employees.
- Created and maintained a budget tracking system to assist with tracking available funds for all IT-related expenditures.
- Maintained leasing agreements, contracts, and licensing for devices and applications deployed across Eastern Carolina locations. Ensured software licensing compliance and asset tracking for 36 TWC locations.
- Designed, created, and implemented support processes, including SLAs and escalation procedures for ensuring efficient incident management by Helpdesk staff.
- Managed the transition from physical servers to a VMware environment across Eastern NC, thereby improving network efficiency and reducing hardware costs.
- Designed and implemented security protocols for user management and terminated employees.
0-5 years of experience
Provided 4th level "last resort" technical support to the desktop staff; developed and presented technical training to the first three support levels of desktop support.
- Created and maintained process flow diagrams and documentation of procedures to desktop support teams.
- Managed and directed deployment projects that included: Microsoft Windows 2000, Office 2000, Project 2000 and Windows 2000 print server.
- Managed team that created, updated, and pushed out all desktop and laptop images.
- Designed and implemented a two person remote customer service support team handling 60-80% of all trouble tickets by first call resolution; superseding service level agreements by 15% and total cost of ownership by 10%.
- Successfully migrated 800+ Netscape 4.61 mail clients to Microsoft Exchange 2003.
- Interviewed, hired and mentored technical support staff.
0-5 years of experience
Manage a team of three engineers responsible for server, network, security, compliancy, phone, and PC operations of the Exelis VIS environment in two US offices, four European offices, and one Japan office.
- Harden security. Implemented Cisco IPS, Cisco Botnet, Malwarebytes, configuration management software, and LogRhythm SIEM to increase security detection, protection, auditing, and alerting.
- Manage integration into Exelis Corporate. Led the integration of Exelis VIS systems into the Exelis Corporate environment. Designed the network and systems architecture and lead the integration efforts over a twelve month period.
- Compliance. Ensured compliancy with Exelis corporate IT controls, SOX controls, and ITAR.
- Budget responsibility. Managed a $350,000 OpEx and $500,000 CapEx IT budget.
6-10 years of experience
Managed on-line banking systems and processed nightly batch cycles. Responsible for all Data Center audits.
- Administered salary budget, performance reviews, and training.
- Provided negotiations for all third party contracts including off-site Data Center recovery facility.
- Developed and executed the first successful disaster recovery test utilizing the off-site facility and five financial institutions to ensure they could process transactions.
- Planned and coordinated all operational activities including management of service levels, new operating releases, and problem escalation.
- Managed the facilities and ensured the environmentals were within acceptable levels.
- Documented all processes and procedures to ensure consistency and repeatable success.
0-5 years of experience
Managed staff of five system operators in day to day operations and reviewing their performance. Oversaw administration of HP-UX, HP-MPE, Sun Solaris, and IBM AIX. Maintained all Windows based Desktop PCs
- Led installation projects (preparation and installation) of library automation software at Warsaw University, Gdansk University, and Jagiellonian University in Poland, also the Kuwait Institute of Applied Technology in Kuwait city
- Maintained system integrity and performance through proactive monitoring
- Oversaw levels of library automation software integrity through software development life cycle
- Created procedures implemented by system operators to assure system availability for development programmers
- Helped network engineers with overall network layout including DMZ
0-5 years of experience
Provided reliable and secure I.T. infrastructure technology domestically providing on line real time data to internal and external customers and clients on a 7X24X365 basis
- Managed the outcomes of 28 I.T. technical professionals in Desktop Support, Desktop Engineering
- Developed, managed test and project plans for successful deployment of WXP for over 6600 Desktops.
- Set standards and best practices in the Desktop, Server, and Network space and implemented, maintained and upgraded various remote and mobile computing systems
- Interfaced with Software Development Teams ensuring project requirements are met on time within budget
6-10 years of experience
Promoted to Manager of IT Operations after successfully leading a project team to complete the Avocent IT system onboarding.
- Managed numerous global projects to increase productivity in Engineering (Cisco Telepresence implementation, Engineering Tools Consolidation)
- Maintained high availability of production systems and increased operational capabilities
- Led the relocation the Aperture datacenter into the Huntsville, AL facility with little disruption to the business
- Manage the SAP BASIS team, as well as served as a technical resource/consultant in this area
- Led the implementation of an IT managed lab in Huntsville as part of a global strategy for sales enablement and customer support, resulting in lower cost through consolidation and improved customer fulfillment
- Incorporated Scrum methodologies into IT Operations to allow for better resource planning and to leverage synergies across the team
0-5 years of experience
Managed International Network, Telecom, Security, and 24/7 Help Desk operations
- Responsible for all end user hardware and software, corporate connectivity and security, and problem resolution
- Directed global outsourcing program, forging overseas partnerships and establishing IT infrastructure to support engineering R&D and manufacturing facilities in India, Mexico, and China; extensive domestic and international travel
- Spearheaded Sarbanes-Oxley compliance efforts from initiation to execution
- Monitored IT SLAs and metrics, published and enforced IT policies, established KPIs and customer feedback mechanisms
- Designed, documented, and delivered nimble and flexible disaster recovery/BC programs in high-risk environments
- Superintendent of $1.5M department budget; realized a $400k annual savings though services consolidation
- Supervised a staff of seven; reported to Senior Director of IT
0-5 years of experience
Responsible for planning, organizing, and executing all IT functions for the main office and remote employees.
- Established relationships with vendors who host our Virtual Machines.
- Created, setup, and maintained Virtual Machines on Amazon AWS Cloud Computing site.
- Created, setup, maintained, and deleted all Office 365 accounts.
- Set up phone access to email and Lync.
- Collaborated with clients' IT and networking departments on port and address exemptions needed for firewalls.
- Implemented a Webex meeting solution to provide online distance training consisting of 7 Webex user accounts, maintaining account passwords, and creating the Webex meetings for classes.
0-5 years of experience
My role consists of analyzing and creating operational efficiencies with in the system/network infrastructure by designing and implementing a scalable, reliable and redundant IT Infrastructure that aligned with the current strategic business growth. I also managed a team of engineers and service technicians that supported 88 branch office locations and over 2500 employees that consisted of Microsoft Terminal Server, Desktops, Laptops, IP Phones, Printers, Scanners and Custom Applications.
- Created IT Policies, Process and Procedures to drive overall business productivity.
- Designed and implemented an IT Service Management Framework.
- Provided training and mentoring of teams following best practices, policies and procedures
- Managed all IT Vendor/Partner Negotiations, Contracts and Service Delivery.
- Responsible for IT Communications delivery to the business.
- Responsible for IT staffing, interviewing, hiring and terminations.
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