- Client Relationship Management
- Disaster Recovery
- IT Management
- Software Development/Testing
- Telecommunications
- Vendor Management
- Data Center Management
- Project Management
- Technical Support
PROFESSIONAL EXPERIENCE
ALLTEL INFORMATION SERVICES, Alpharetta, Georgia 1996 - 2001
IT Resource Manager
- Served as liaison for the Atlanta Solution Center to program managers, resources, and internal client contacts.
- Developed staffing plans and timelines.
- Determined skills, training, and accreditation required for resources.
- Directed/coordinated the definition and implementation of processes and tools for resource management.
- Identify staffing needs of department and provide a lead role in recruiting, interviewing, hiring, training, and
placement of resources on internal/external projects.
- Managed training budget of $43,000 for my team of resources.
- Forecasted monthly revenue based on resource allocation.
- Maintained an 85% billable/placement rate for eighteen resources, which resulted in more than $1.2 million of
revenue.
Client Development/System Testing Manager
- Supervised sixteen client server and mainframe programmer/analysts in both batch and on-line support of Full
System Testing of enhancements for Virtuoso II (a Wireless Telecom Customer Care and Billing application).
- Provided leadership for testing support for all phases of the development life cycle.
- This included assessment, design, unit testing, full system testing, client testing, and production
implementation.
- Coordinated with other testing departments to thoroughly test all Virtuoso II enhancements and successfully
resolve any issues raised during testing.
- Tracked service disruptions and service requests for testing in four testing environments for both the
mainframe and the client server platforms.
- Coordinated project responsibilities for the client server and mainframe analysts such as review/signoff of design
documents, testing plans, and release notes.
Client Support/Relationship Manager (BellSouth Mobility/US Cellular accounts)
- Provided hands-on Client Management for account that resulted in more than a one million-dollar profit for the
company over a twelve-month contract.
- Responsible for all aspects of market support and interface for client, including system availability,
application support, billing support, and ensuring the adherence of processes, controls and quality
improvements by all support organizations.
- Successfully implemented ALLTEL's switch product for client, which enabled client to fulfill marketing
obligations in their wireless markets.
- Make recommendations and purchase/lease of equipment to provide optimum service levels for client, which
resulted in increased availability for client's on-line users.
- Work closely with client in coordinating efforts for successful conversion to UNIX based platform.
Technical Support Supervisor (BellSouth Mobility account)
- Provided on-site Client Management to provide high service levels for the client and assess and identify new
opportunities to serve our client.
- Worked directly with customer to provide excellent support and customer service to end users and other IT
organizations.
- Coordinated with other IT organizations within BSCC in resolving issues involving multiple applications and
platforms.
- Coordinated with Network Operations Support group ensuring system accessibility and network connectivity for
all AS/400's resulting in an average system availability of 99.8% exceeding Service Level Agreements.
- Installed, upgraded, and supported ROBOT Job Scheduler, PAGEMANAGER, DBU, Connect:Direct, JD Edwards,
Turnover, MIMIX, and other third party software.
- Directed Project Management responsibilities of the Technical Support group.
- Coordinated effort to install 3494 tape library system utilizing 3590 tape drives.
- Installed and upgraded (hardware and software) for twenty-eight AS/400's on-site and seven AS/400's off-
site.
- Installation of eleven AS/400's, OS upgrades for ten AS/400's, six DASD upgrades, and five processor
upgrades.
- Installation and implementation of high speed ETHERNET and FDDI cards for connectivity.
- Three Wireless Telecom Customer Care and Billing application upgrades.
- Implementation of High Availability (MIMIX) solution.
Data Center Operations Supervisor (BellSouth Mobility account)
- Provided on-site Client Management to provide high service levels for the client and assess and identify new
opportunities to serve our client, which enabled this account to expand from an account support team consisting
of sixteen employees to more than 200 employees.
- Directed daily operations of fifteen AS/400's which processed all Wireless customer care, provisioning, fraud,
credit processing, billing, activation, and financial applications (JD Edwards).
- Completed daily production schedule without impacting system availability to the markets.
- Developed and implemented a method to reduce length of full backup of production system ensuring backup
integrity and minimizing negative impact on the users and the production window.
- Work closely with Data Center Manager to resolve any facility related issues.
- Provided any assistance necessary for the operation of 150 UNIX servers and 25+ NT servers.
NATIONAL VISION ASSOCIATES, LTD., Lawrenceville, Georgia 1995 - 1996
Data Center Operations Manager
- Ensured all production schedules are met for daily and monthly processing using the JDA financial and
provisioning software application package on the AS/400.
- Managed projects for all software and hardware upgrades.
- Includes CISC to RISC upgrade with NO down time for the end-users.
- Download Preventative Service Package from IBM regularly and applied/removed Program Temporary
Fixes as needed.
- Created, implemented, and successfully tested the first company wide Disaster Recovery Plan.
- Directed activities for computer operations for two AS/400's and one UNIX server maintaining system integrity.
- Including the transfer of sales, order, and inventory data to/from 318 retail sites and three laboratories nationwide
on a daily basis.
- Implemented remote access to AS/400 for laboratories and programming staff and evaluated connectivity
options for remote access from UNIX point of sale systems in stores to the AS/400.
- Managed vendor relationship with multiple vendors providing a variety of services to the department and the
company.
- Improved support and reduces cost of paging services by combining entire company's paging services under
one contract and one vendor. This led to estimated savings of 50%.
- Negotiated a new off-site storage agreement improving service and reduced cost.
SUNGARD RECOVERY SERVICES, Roswell, Georgia 1995 - 1995
Technical Specialist
- Responsible for success of client's disaster recovery testing and provided technical assistance during a real
disaster.
- Received numerous "excellence award" nominations from clients for outstanding support during their
disaster recovery testing.
- Physically installed/removed hardware, loaded operating systems, user data, system configuration, and
performed communications based on individual client's needs.
KUPPENHEIMER MEN'S CLOTHIERS, Norcross, Georgia 1988 - 1995
Data Center Operations Manager
- Successfully Managed the Disaster Recovery process for AS/400 systems, including a successful recovery of
all data for one production system when data was lost due to hardware failure.
- Directed and managed relocation of the data center with minimal impact to end-users.
- Streamlined data center operations to accommodate a workload increase of 250% while maintaining high
service standards for 3000 users at 260 remote locations by implementing satellite printers and corporate
monitoring of remote systems with estimated savings of more than $100,000 per year.
- Managed vendor relationships to reduce expenses while maintaining or improving service levels.
- Reduced cost of printer/copier supplies by 30% and cost of off-site storage for disaster recovery materials
and system backups by 20% while improving service from vendors.
- Responsible for processing schedules, ensuring that daily work is processed in an efficient and timely manner by
tuning the performance of the systems and developing CL programs for weekly backups, reducing system
downtime by 40%.
Lead Operator
Computer Operator
AUTOMATIC DATA PROCESSING, Atlanta, Georgia 1987 - 1988
Computer Operator Trainee
EDUCATION
Bachelor of Science Degree, Major in Computer Science, Georgia Southern University, Statesboro, Georgia
IBM Certified Specialist - AS/400 Associate System Administrator, November 1998
Successfully completed ALLTEL's Managing for Success Program , August 2000
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