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Yyyyyy x. yyyyyy

 

Calle Guibia Residencial Elaine #301, Arroyo Hondo Viejo, RD

                                                                                                              xxx-xxx-xxxx or  xxx-xxx-xxxx   

abc@xyz.com

 

Global IT Director / Information Technology Manager

 

Senior Global IT Director with broad-based expertise in the Technology Sector.  Specialized knowledge of Project/Program Management, Data Analysis, Client Relations, and Process Training eager to contribute extensive technical skills to the success of a progressive organization.

 

Global Architecture/Design                    Help Desk Design                  Help Desk Implementation                       

Capital Management                              SOX Compliance                    Change Management

Telecom & Network Management           Disaster Recovery                   ERP/PCI

P&L Management                                  Cost Benefit Analysis              Outsource Management

 

Qualifications Profile

 

Ø  Strong technical background with the ability to work independently on multiple projects, with specialized knowledge of project lifecycle management, extensive data analysis, technical and functional aspects of infrastructure setup and compliance standards, crisis management related to client needs as well as integration processes to increase efficiency of technology systems..

Ø  Extensive background in planning, developing, and implementing technology solutions fostering access to cross functional systems while maintaining security in a continuous effort to increase employee productivity and reducing system downtime in a cost-effective manner.

Ø  Effectively lead top-performing teams in concerted efforts to maximize company revenues.

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of operations.

Ø  Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.

Ø  Consistently focus on ensuring development of efficiency best-practices. 

 

Functional Competencies  

 

Ø  Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts to increase company-wide revenues.

Ø  Manage functional technology projects related to Human Resources Systems, Technical Support and Help Desk Operations, Call Center Operations, and Banking and Financial Systems.

Ø  Effectively manage and support staff relevant to specific projects in order to complete assignments on time and on budget.

Ø  Act as primary point of contact during project implementations to ascertain timelines, resources, objectives and other staffing requirements.

Ø  Possess thorough understanding of software development from requirement gathering to design to development to testing to deployment.

Ø  Ensure delivery of superior customer service and high client satisfaction levels.

Ø  Regularly schedule reviews and tracks progress of particular projects.

Ø  Possess an extensive knowledge of fiduciary practices, policies, and regulations and can apply this knowledge in terms of budgets, forecasting and projections, as well as financial analysis. 

Ø  Provide project leadership in order to achieve maximum production, including budget control, production timetable, status reporting, client/project team coordination, and quality assurance. 

Ø  Coordinate departmental communication of projects as well as implement and support various corporate initiatives.

Ø  Adept at consensus building across departments to ensure timely IT Project delivery.

 

Key Accomplishments

 

Ø  Responsible for support of ~10000 nodes, 10 PBX switches, and ~100 servers.  Networks consisting of NT/AD with clients using WinNT, Win2K, WinXP, and Vista.  Servers were Sun/Windows based using various operating system levels.  PBX switches are Aspect 8/9/9.2 and Avaya S8700 based running 3.1.4 and 5.1.   

Ø  Responsible for ensuring organization has desktop/telecom support models which guarantee a satisfied customer base including design and implementation of key metrics, score cards, and various dashboards for measurement of the IT department. 

Ø  Ensured that any deployed applications were appropriately architected.  This included ensuring that the underlying architecture was able to handle the solution being proposed and deployed.

Ø  Managed multiple growth projects which included various large numbers of systems and services.  Ensured that these implementations had consistent standards by performing design, project management, and client relationship management.

Ø  Built and maintained the Helpdesk environment which provided support for internal and external customers.  Was responsible for it s management as well as hands on work as required.

 

 

Professional Career Track

 

Information Technology Manager, Supra Telecommunications & Information Systems     2004-Present

  Main responsibilities include comprehensive oversight and management of LAN, WAN, and Help Desk operations in support of company s overall mission of providing excellent customer service to 260,000+ client base. Specific functions include:

  Fostering innovation within the IT Department to ensure that all team members think outside the box and effectively handle the multiple levels of issues that are encountered on any given day.

  Coordinating with various department managers to ensure that all technology requirements are met and ensuring that the center is operating at optimal technology levels to receive and service over 9,000 calls per day while effectively managing our internal standards.

  Ensuring that all areas have the correct equipment to perform their day to day functions outside of direct call center operations, including supporting the Training department, Workforce Management, Human Resources, and Finance.

  Day to day connectivity of a 300+ seat call center environment to critical customer-related systems maintained both in-house and at various ILEC websites including Bell South, Verizon, and Sprint.

  Monitoring international WAN links between Santo Domingo and Miami carrying Voice (VoIP) and Data traffic on a 12 hour day.

  Implementation and coordination of projects related to the Installation and day-to-day maintenance of local file, print, mail, SQL, and web servers using Windows NT, 2000, 2003, in conjunction with Exchange 5.5, Active Directory, Apache, SQL Server 2000.

  Managing Help Desk operations to provide desktop and LAN support to over 400 clients.

  Ensuring a secure environment by implementing security protocols at all levels including locking down agent systems to prevent unauthorized access and alterations to current operating systems and ensuring that our systems are not vulnerable to any internal or external attacks.

  Management of all network infrastructure including an Avaya G3 Switch, Cisco 7000 Series, Cisco 4500 Switches in line with both local and corporate network standards.

           

Application Integration Engineer, Computer Horizons Corp. (JPMorgan Chase)                    2004-2004

  Main responsibilities included providing support for the OneDesk (Windows XP Standard Build) Initiative by working with Wise for Windows Installer to develop software packages for distribution throughout the bank, through Novell s Application Launcher, Active Directory, Microsoft SMS, and Vision 64. Specific functions included:

  Packaging of applications through integration work for distribution to Windows XP Professional desktops across the bank including Lotus Notes, Microsoft Office, Reflections for Windows, Photoshop, Quark, and a variety of banking and securities applications.

 

NT Systems Engineer, Charles River Consulting (JPMorgan Chase)                                          2001-2002

  Main responsibilities included the development of software packages through the use of various MSI technologies. Specific functions included:

  Packaging of applications through integration work for distribution to Windows 2000 and XP desktops across the bank including Lotus Notes, Microsoft Office, Reflections for Windows, Photoshop, Quark, among other applications.

  Performing compatibility, functionality, and integration testing of software packages in various stages of the integration process from conception to final packaging; including User Acceptance and Quality Assurance Testing.

  The development of Benchmarking Metrics to gather performance markers on various desktop builds across various desktop models.

 

Technology Support Manager, StageBuilder.com, Inc.                                                            2000-2001

  Main responsibilities included the day-to-day operations of our company's Technical Support Department and Call Center.  Specific functions included:

  Supervising and creating processes used by technicians to support about 100 accounts.

  Managing and forecasting the needs of our team from day to day, and assessing hiring needs for the technical support department.

  Providing 2nd and 3rd level support for inbound customer issues, as well as providing desktop support for 25+ developers in a mixed Windows NT and Windows 2000 environment.

  Supervision of the installation and maintenance of Cobalt RAQ Servers, IBM WebSphere Servers, Apache Web Server, Checkpoint FW-1 Firewall, 3Com Switches, and Telephone & Network Wiring.

 

Additional Experience

 

- Senior Technology Analyst (Team Lead), Accenture                                                                                     

- Senior Network Services Facilitator (Project Manager), AIG Data Center, Inc.                                                                                

- Technology Specialist, PriceWaterhouseCoopers                                                                                   

 

Education

 

n B.A. C Political Science, City University of New York, Queens College

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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