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Deb UtzLINKEDIN LINK AVAILABLEEMAIL AVAILABLE PHONE NUMBER AVAILABLEProfessional SummaryExperienced Operations Infrastructure Leader with extensive Information Technology management and Data Center operations experience. Working Manager skilled at designing systems and improvements, streamlining workflows and services to improve efficiency and eliminate overlap, adapting to rapidly changing environments and technologies, and resolving mission critical issues to ensure customer and bottom line success.My job is to make sure everyone else can do their job, every day, without issuesAreas of Expertise:Operations & Data Center TechnologiesIT Infrastructure Management/ServicesVendor Management, Contract NegotiationsManage MSP relationship/EA contractsBusiness Relationship ManagementBudgeting & Operational EfficiencyProject & Change Management, RCAsStrategic Thinking & PlanningAzure, AWS, Private CloudITIL Best PracticesMicrosoft Exchange, Zimbra, MimecastAuthentication Systems, SAMLGlobal Team Building, Coaching, TrainingEffective CommunicationsWebEx, Zoom, Teams, Go To MeetingStakeholder Communications/RelationsMicrosoft Server, AD, SCCM, Office 365Microsoft & Apple WorkstationsMDM, SSO, ERP, VPN, Jira, ConfluenceEDR/XDR AdministrationSecurity, Compliance & Insurance AuditsGoogle Workspace AdministrationAnalytical skills, KPI & SLA reportingCustomer Satisfaction (CSAT)Professional ExperienceSynacor, Inc. June 2016  July 2023Manager, Corporate SystemsEstablish consistency in service desk operations; interview, hire and train staff members, coach & develop staff, prepare performance reviews, set staff and departmental goals, weekly 1:1s, ensure efficient handling/ speedy escalation of service requests, enforce company policies and procedures, monitor & report on SLAs & KPIs to maximize client satisfaction.Improve Security Compliance for audits and Cyber Insurance eligibility using consistent access control protocols for Active Directory controlled Groups, document next-level management approval, institute dual-factor authentication protocols, create/terminate all staff and contractor access to cloud and on site systems/tools.Oversee department Patch Management, Change Management procedures, Security, Privacy and Policy Compliance, provide evidence for SOC/SOX audits, document/review procedures for all Corporate Systems per company standards.Set and meet corporate goals for cost containment, originate and track annual Operating and Capital Expenditure budgets, track expenses by cost center, vendor/contract management for all infrastructure and corporate software, approve/track monthly invoices per departmental budget.Establish company-wide inventory control, improve global record keeping for corporate hardware and software.Show consistent leadership by example, stay abreast of emerging technology and systems as needed to align with corporate strategies and operations.Level 3 support and administration of SaaS software/services including: Zimbra, Mimecast, Okta, JAMF, SCCM, CrowdStrike, Microsoft (Enterprise Agreement, O365, SharePoint and Azure Cloud), Jira, Confluence, Slack, Google Workspace, LucidChart, etc.Centrilogic, Inc.NOC Manager 9/2011  5/2016Establish consistency for growing team in start-up entrepreneurship via oversight of all aspects of ticketing system, design and documentation of departmental procedures, ensuring every customer and system generated trouble ticket is responded to/escalated to appropriate personnel in a timely manner.Hire, train and develop all Operations Center personnel. Coordinate departmental On-Call schedules and physical facility coverage for all Data Centers; oversight of proper escalation of customer and internal issues and support requests.Develop consistent procedures and reporting for all Security Compliance via Access Control systems for staff and customers to establish company standards and ensure they were consistently met.Review compliance for SAS70 and SSAE16 certifications, identify and rectify potential issues prior to independent audits. Directed internal and external Change Management and communications between internal teams, with external service providers, and for existing customers. Member of Change Advisory Board.Develop standard protocols for customer-impacting Data Center incidents.Manage SEV1 incidents for internal teams and customers from initial alerting through post-incident reporting including communicating management-directed responses to appropriate staff and clients to present a consistent corporate message.Improve customer satisfaction ratings by creating standard practices for all 24/7 support.Consistently meet strategic company goals and targets via overall management of internal monitoring systems (hardware, network, applications and service alerts), customerbandwidth usage, environmental systems, security systems, processes and procedures.Centrilogic, Inc.NOC Technician 10/2009  9/2011First line communication for all customer issuesIT issues including time sensitive situations such as outages or customer down situations.Provide technical support for customers in 5 Data Centers and multiple satellite locations.Receive, investigate, manage, resolve and track trouble ticket and incidents within company and customer SLAs.Network circuits: Level 1 troubleshooting, cabling, setup of primary Ethernet/gig connections, Point to Point, T1, DSL lines, TCP/IP.Manage and maintain OTRS based ticketing system and Knowledge Base.Installation and basic system administration of Microsoft, Linux, VMWare servers.Extended knowledge of Microsoft Word, Excel, Access, Power Point, Outlook, OWACentrilogic, Inc.Data Center Engineer 2/2008  10/2009Hardware/cable installation and maintenance, troubleshooting.Remote Hands for collocation customers and outsourcing clients.Operating Procedure Adherence (declaring severity, determining escalation procedures, notifying customers).Responsible for site security including Lenel HID, HandNet Biometric scanning, IP camera and DVR systems.Monitor and repair HVAC, leak detection, Fike fire control panel, VESDA, FM-200 systems, Data Trax environmental reporting, physical security.EducationIthaca College BS Communications