IT Manager, (SME)

Posted on: 2006-01-04

Pamela Ward 1055 Lancashire Circle B-2 Stone Mountain, GA. 30083 678-457-0220 [email protected] Education & Training Global Knowledge, IT Professionals 2000 – 2001 American Management Association 2000 – 2000 Austin Community College 1992 – 1998 Southwest Texas State University 1990 - 1992 Summary of Qualifications • Successful background in Management of Data Center Operations, Information Technology & Project Planning • Valued advisor on complex projects, experienced in business development, financial planning & budget forecasting • Expert in vulnerability assessment, risk management and implementing process improvements and increased revenue • Detailed and experienced at contract negations with internal and external customers Professional Experience Broadwing Communications, Austin, Texas June 98 – July 04 Manager, Special Projects, Key Initiatives 12/03 • Provided Chief Information Officer with detailed reports and resolutions to critical issues, analyzed company’s budget, affectively created ways to reduce cost throughout multiple departments as (SME) Subject Matter Expert • Interviewed and selected candidates for high-level positions, created / revised job descriptions for all levels including, Solutions Architect, Director and VP • Revised (SLA) Service Level Agreements, specified details in (SOW) Statement of Work for executive accounts, assisted with acquisitions and consulted w/ legal • Managed helpdesk/hardware consolidation-outsource project, assembled (RFP) Request for Proposals • Wrote user requirements for Human Resource’s new Employease software project, reconstructed Billing Revenue report detailing monthly SG&A, headcount, order completion and dispute tracking for Finance department Manager, Information Technology, Operations 11/00 • Managed (24x7x365) Data Center, reviewed daily status reports, problem logs and incident reports, generated (KPI) Key Performance Indicators on Network Servers, Fraud detection and improved system uptime by 100% • Decision maker for all software releases, integrated systems and upgrades for operations / production environment, including testing, document accuracy and any risks to customer processes, created production schedule for global distribution; Experienced in multiple methods of engineering design components of enterprise software applications • Initiated meetings from an IT perspective with business clients such as, Verizon, Adelphia, Sprint, WorldCom and Global Crossing, gained trust as (24x7) direct contact, provided support and trained customers Supervisor, Information Technology, Operations 10/99 • Created Technical Procedure Manual where none existed, wrote and implemented policy and procedure across depts. • Fostered open communication across departments, encouraged employee feedback on process improvements that proved viable in assisting Account Mangers with daily processes and performance for client reporting • Screened applicants, reviewed resumes, conducted phone & person-to-person interviews, hired loyal employees to staff (24x7) shifts, created first-class operation environment using training plans and performance feedback, conducted employee performance evaluations, established training & development plans Lead Computer Operator II, IT Operations 06/99 • Approved personnel changes impacting workload, including schedule changes, trained co-workers on new processes and created training tools ex. “Common Errors Guide” to use as reference to resolve issues • Created contact list to supporting specific systems which improved response times and decreased system outages • Revised 24 hour operation checklist to ensure all processes were complete and accountability for all shifts Computer Operator I, IT Operations 06/98 • Monitored computer digital equipment, load data storage devices, performed scheduled server reboots • Responsible for reporting and escalating hardware / software interruptions in production • Processed wholesale/retail, onnet-offnet switched CDR (call detail records) through billing platform. Monitored and performed accurate daily transfers to Data Warehouse, performed gap analyses and corrections Applied Material, Austin, Texas April 94 – June 98 Electro-Mechanical III, CVD, Final Integration 04/96 • Member of Compliance Committee, Human Resource Employee Morale Committee and First Aid Safety team • Wrote process flow and build design instructions in VISO and assisted with new hire training • Assumed responsibility for system metrics, key performance indicators, entered data in PASS, documented non-conformance in FRACUS & VMT, imported data in Oracle Manufacturing Technologist, Final Integration 02/94 • Assembled CVD Etch 5000, Centura, Hitachi, Samsung semi-conductor fabrication equipment, modified systems with ECO (engineering change orders) from schematics, diagrams, and layouts • Installed electrical wires, circuit breakers, pneumatics plumbing, gas lines, performed helium & water leak checks