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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
210-201-4389 EMAIL AVAILABLE https://LINKEDIN LINK AVAILABLESummarySenior IT Leader Infrastructure Operations, Tech Support, and Service Delivery ExpertDelivering operational excellence that proactively drives performance and reliabilityInfluential, top producing, and transformational leader with deep expertise in IT infrastructure support and service deliveryPassionate, hands-on leader executing strategic solutions that streamline processes, reduce IT system incidents, and increase efficienciesHighly-effective team builder; fostering culture of empowerment and transparency; excelling in motivating employees into high-performing teams and setting direction to elevate operational performanceCareer ExperienceSenior Incident ManagerSaxman One, San Antonio, TX (remote) 2020 2023Drive end-to-end management of high priority incidents with the Defense Health Agency SDD Application Support (Tier III) Group supporting the U.S. Military medical treatment facilities worldwide. Lead team of technical professionals to bring incidents and problems to resolution, including escalation process, systems outage management, incident/problem management, root-cause-analysis, and continuous improvement. Utilize ITIL best practices and ensure adherence to SLAs for restoring critical IT systems.Developed and implemented standards, procedures, and processes that significantly improved incidence responseReduced mean time to resolve tickets, increased CSAT scores, and reduced problem escalation rateEnsured incident post mortems were completed to capture process deviations and identify areas for training, development, and improvementMentored team members providing technical career guidance for future growth and developmentDirector System AdministrationNTT Data Services, San Antonio, TX (remote) 2016 2020Oversaw professional and technical IT system administration for 500 healthcare facilities nationwide (including over 60 hospitals and 100,000 employees). Led multi-national, cross-functional, technical teams deliver general system administration, e-mail administration, and Active Directory administration to thousands of users. Provided technical support, change management, customer relationship management, incident management, and regulatory compliance.Maintained 99.99% availability through proactive infrastructure management & troubleshooting, and regular system & infrastructure maintenance, and upgradesUtilized industry best practices to advise teams on business rules for operating in healthcare environments, and for implementation of technical controlsCandidate's Name
3810 Menger Dr., San Antonio, TX 78259PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLESummarySenior Manager System AdministrationDell Services, San Antonio, TX (remote) 2014 2016Managed technical support team and provided centralized support for infrastructure. Performed data conversions and reconciliations. Monitored system capacity to recommend enhancements to meet changing network demands.Integrated 26 former Vanguard Health System hospitals (6,201 licensed beds) with Tenet Health meeting all budget, timeline, and scope requirements while maintaining business continuityDirector Technology ServicesBaptist Health System, San Antonio, TX 1998 2014Provided leadership and set strategic roadmap for IT technical staff and managers. Led design, installation, maintenance, performance, and support of IT infrastructure for all facilities and staff within the Baptist Health Systems (which included 5 hospitals, and numerous clinical and office locations).Maximized customer service uptimes through proactive network monitoring, surveillances, and repairOther Work HistoryBase Network Advisor, Computer Sciences Corporation/GTE 1992 1998Technical Support Manager, Santa Rosa Health Care 1989 1992Software Engineer, Autotest Company 1982 - 1989EducationB.S. Computer Science, St. Marys University, San Antonio, TX 1982AddendumSkillsLEADERSHIPAdaptabilityBudget ManagementBusiness ContinuityChange ManagementData Center OpsDelegationIncident ManagementMentorshipOff-Shore TeamsPeople ManagementProblem ManagementProject ManagementRemote Team ManagementReliabilityResource ManagementRisk ManagementService DeliveryStrategic ThinkingTeam BuildingTime ManagementVendor ManagementTECHNICALActive DirectoryApplications SupportIT ArchitectureIT AutomationCiscoCitrixCustomer ServiceDatabase ManagementDisaster RecoveryDoDDomain Name ManagementDHCPDNSE-Mail AdministrationEnd-User SupportEnterprise SystemsFirewallsHealthcareInformation SecurityInfrastructure OperationsITILITSMLinuxLoad BalancersMonitoringNetwork AdministrationNetwork SnifferOn-CallPKI ManagementRegulatory ComplianceRemedyRemote User SupportResource ManagementRoot Cause AnalysisSecure E-Mail/Data TransferService DeskServiceNowStorage ManagementSystem AdministrationTCP/IPTechnical SupportTicket Queue ManagementTransformationTroubleshootingVirtualizationVPNWeb Content ControlWeb ServersWindowsWiFi ManagementSOFTActive ListenerGood CommunicatorDedicatedEmpatheticHonestLoyalResponsible |
