IT Operations Manager

Posted on: 2006-09-21

SUMMARY A business, achievement and customer oriented information technology manager with over 15 years diversified and practical experience in the IT industry. Major strengths include leadership, staff development, business development, customer service, crisis management and managing projects. Also skilled in production support of systems, process improvement, training/coaching, decision making and budget planning. Interested in bringing management and leadership expertise and breadth of information technology management experience to a growth-phase environment. PROFESSIONAL EXPERIENCE Intel Corporation, Folsom, CA IT Operations Manager, Contact Center Solutions 2000 - 2006 Manage a globally dispersed team of 11 Application Developer providing Technical and Professional Services to Intel’s Contact Centers worldwide. • Drove operational support for sixty customer groups worldwide bringing in revenue of total of $2,704,557 annually. • Implemented and deploying new software capabilities to customers bring in project revenue of $500,000 annually. • Drove and delivered critical application solutions within Service Level Agreement focusing on enhancements, maintenance, and business continuity, providing 24x7 on call emergency support. • Managed partnership and relations with our customers globally, third level application teams and vendors. • Transformed teams into high energy performing teams, drove recruitment and assumed a leadership role in providing guidance, training, mentoring to members of the department staff. • Consulted by senior management and made recommendations on key business issues. Intel Corporation, Singapore IT Asia Region Customer Services Manager 1999 - 2000 Managed IT Customer Services Function and Technical Assistance Center for the Asia Region. This includes over 60 employees and contract employees located in multiple sites throughout Asia. • Drove functional and operational goals, staffing, training, and developing employees, forecasting, budgeting and expense control, operational management for a multi–site organization supporting Intel’s factories, Sales and Marketing Groups and Ecommerce external customers in Asia. • Ensure function and operation of the department meets customer requirements for functionality, cost and timeliness, headcount, and quality guidelines on schedule and without interruption. • Maintain management interface with vendor, partner and customers. • Manage PC and laptop supply through the region. IT Asia Pacific Technical Assistance Center Manager 1996- 1998 Managed team of 9 help desk, Asset Management and Service engineering staff in Singapore and in Beijing, PRC. • Start up and established a Technical Assistance Call Center supporting the Intel Sales and Marketing and Ecommerce external customers in the Asia-Pacific region. • Manage the daily operations of the call center which includes problem analysis and resolutions, dispatching field engineers and supervising call consultants. • Ensures that we not only maintain but exceed service levels agreements and implements necessary processes and procedures to improve efficiency and to support new services and products. • Create partnerships with the Site Operations and other service groups. Andersen Worldwide Organization, Singapore Help Desk Analyst 1994-1996 • Responsible for development, deployment, maintenance and support of Firmwide computer systems for both Arthur Andersen and Andersen Consulting business units in Asia Pacific. • The systems/software support includes: IBM ES/9000-942 mainframe, Teredata, Notes, Xcom 6.2, Techsmith gateway, RemoteAccess, Firmwide Financial systems of the 90, PAcket 3270, Workstation Data Entry, Firewall Information security, SQL server/query, Novell Netware 3.12 on WAN, Internet, X.25 and TCP/IP connectivity. Air Force : Systems Manager and Project Officer : Rank of Captain 1990-1994 • Manage team of 5 technicians supporting the Local Area Network and administers department file serves. • Partner with Military Police to educate Air Force personnel and helped protect softcopy document security (confidential and above classification) and virus from spreading. • Planned and allocate software training courses for Air Force personnel, manage the WAN project which aims to computerize the Air Force systems, including analyze user requirement, design, plan, and obtain management approval, budgeting, project implementation and acceptance of the system. Air Defence Controller Instructor at the System Command Training School 1984-1987 Air Defence Controller 1982-1984 Provide command and control of fighter planes for defense over radio phone. EDUCATION AND TRAINING Southern Illinois University at Carbondale, Illinois BA in Computer Science. Dean’s list Honors Company sponsored courses including: PROGRESSIVE DISCIPLINE STAKEHOLDER MANAGEMENT MANAGING CONSULTING FRONT LINE MANAGER TECHNICAL LEADERSHIP CHANGEABLE ORGANIZATION MANAGING THROUGH PEOPLE MASTERING MANAGERIAL SKILL TEAM DEVELOPMENT TRANSITION MANAGEMENT NEW WORK HABITS FOR RADICALLY NEGOTIATING TO YES PROGRAM LIFE CYCLE MAI: MANAGING THE PERFORMER MAI: MANAGING WORK ENVIRONMENT MAI: DISCIPLINE AND DISCHARGE HARASSMENT PREVENTION AND AVOIDANCE EFFECTIVE PERFORMANCE MANAGEMENT EMPLOYEE RELATIONS & LABOR LAW COACHING SKILLS WORKSHOP FOUNDATION CERTIFICATION IN IT-SERVICE MANAGEMENT FROM CSME, ITIL MICRO INEQUITIES INTRO TO VALUING DIFFERENCES – DIVERSITY UNDERSTANDING LEAVE OF ABSENCE/ADA ENABLING WORK / LIFE EFFECTIVE BEHAVIORAL INTERVIEWING CODE OF CONDUCT DATA DRIVEN IMPROVEMENT Professional Membership Honor Society of Phi Kappa Phi Southern Illinois University Alumni DBM Alumni