Software:

BMC ITSM Remedy, IBM Tivoli NetCool, Nagios, HP NNMi, HP Business

Service Management, BMC Patrol, Cisco VoIP, xMatters, Workflow
Automation Tool, and SharePoint
Hardware:
Cisco, Hewlett, Compaq, IBM, Nortel, Bay Networks, Juniper, Cienna,
FORE, Routers, Switches, VPN components, Tape Systems, NAS, SANs,
PIX firewalls, and Call Managers
Networks:
Local Area, Wide Area, Global, International, VPN, ATM and FDDI
Methodologies:
ITIL and ITSM fundamentals, Demand Management, Business
Continuity Management, Capacity Management, Document and
Knowledge Management, Event Monitoring and Management, Incident
Management, and Continual Service Improvement
O/S:
Windows, UNIX, Linux, AIX, HP UX and, IBM MVS
Protocols:
MPLS, SNMP, RIP, IGRP, EIGRP, OSPF, IPSec

PROFESSIONAL EXPERIENCE
Infosys Limited
6100 Tennyson Parkway, Suite 200 Plano, TX 75024
10/2011 Current
Lead Consultant ( Infrastructure Manager/Delivery Manager servicing the Capital
Group Asset Management Corporation)
Primarily managing an Offshore Data Center Operations Team/Function (18-20)
personnel and (4) direct reports, other specific duties include: managing projects
and initiatives, effectively establishing and maintaining a strong Customer Relationship
environment, implementing and executing Service Management Best Practices,
identifying and performing activity that secure Key Performance Indicators (KPIs) and
Critical Success Factors (CSFs) targeted, furnish Thought Leadership helping
improve operational and business management processes, contribute direction which
cascade IT service delivery strategies with business objectives.

Constantly recognized as a Top-Tier performer and crucial asset within the

Information Management Systems business unit; regularly surpassing
performance expectations.
Responsible for the business operational results and service delivery of a Global
Business Support team,
Develop and orchestrate an Service Management Model, Infrastructure
Management, Capacity Management, Incident Management, Event Management
and Performance Management processes, helping increase productivity by 20%
and thusly, reducing personnel volume by 10%.
Incorporate industry best practices and ITIL fundamentals that fortify Data
Center Operations service delivery competency; customer satisfaction assessment
test (CSAT) have rated 95-97% annually. As well as, bolster the effectiveness of
various Incident Management processes conducted by other related support
teams including: UNIX and Windows Servers, Networking, Database and Storage
Unit
Composed Capacity and SLA framework for transitioning client support model
from time and materials arrangement into a managed service contract, valuing
$10 million over three year tenure. This proposal help saved the client (Capital
Group) approximately $1.5 million and considered being a significant client
acquisition.

A1 HOME HEALTHCARE
03/2011 10/2011

Rowlett,

TX

Infrastructre Project Manager

Hands-on asset who successfully designs and implements the deployment, upgrading,
and installation of all host network platforms. Accurately and consistently tests and
drives system enhancements using techniques that preserve system integrity and limits
or eliminates down time. Researches emerging trends, technology, best practices and
recommends cost-conscious changes that will improve functionality.

Developed
and implemented WLA between internal
service
delivery
units, resulted faster response to the clients.
Successfully develops and executes SQL queries via Oracle Client, which secure
pertinent data for reports that help project needs for current and future hardware
or software support considerations
Responsible to engage with Microsoft partners and customers ensuring SLAs and
delivery costs were within stated thresholds.
Utilize PERL and Shell scripting languages various Operating Systems and tools
including: MVS, UNIX and Linux, Apache, Quality of Service (QoS), BMC Remedy
Patrol, IBM Tivoli NetCool and Application Performance
Escorts the configuration and implementation for a variable range of
infrastructure components and ITSM management tools

Optimization, maintenance, and troubleshooting efforts have generated a detailed and

thorough analysis of relevant tools and service aids for problem determination and
repairs. Established a consultative relationship with important vendors, building a better
awareness of new products, the marketplace and competitors service offerings.

AT&T
2000 - 2010

Dallas, TX

Delivery Manager, 2005 2010

Go-To resource for the High-End Technical Support Division with (5-10) direct
reports, who consistently drove the management and timely completion of critical
projects and who provided technical direction with ingenuity mapped to strategic
operational objectives. Widely recognized and rewarded for delivering outstanding
individual and team performance.

Delivered major service delivery contracts for Indosat operator through all phases
Managed service and deliverables within the scope of the contracts including
budget control, negotiations,
contract clarification, vendor management.
Quickly developed and installed infrastructure components including Call
Managers, Local and Wide Area Networks, VPN servers, Apache Web-based
servers, and UNIX and Linux servers
Implemented and ensured the continual application of all essential guidelines for
security patches and updates
Regularly secured the integrity of all data while supporting protocols and software
tools such as SNMP, MPLS, IBM NetCool, SMARTS, Cisco Works, BRIXWORX,
Cisco ANA, and HP Network Node Manager
Actively supported Help Desk Operations and generated java-based applications.

Dedicated to optimizing performance, by regularly fine-tuning relevant automated

processes and prescribing measures (ITIL) that dramatically improved the efficiency of
services delivered. Recognized as a valued Project Manager who supported intranet

functionality, a range of key applications (Java-based and/or ORACLE dependent), and

other scalable enterprise infrastructure elements.
Network Applications Specialist III, 2000 - 2005
Technical resource who oversaw the operations for a diverse and complex group of host
platforms (UNIX, Linux, and Microsoft) which supported applications and tools including
Oracle, SQL, TOAD, BMC Remedy, Performance Reporting, SNMP, Perl and Real-Time
Network Monitoring. Researched, analyzed, and recommend several application design
changes to relevant stakeholders which ultimately maximized resources. Collected
volumes of
up-to-date systems data, as part of a quality assurance audit investigating current and
future technical designs and potential increases to systems performance. Subsequently,
amend systems parameters achieving peak system performance. Assist in the evaluation,
research and support of new technologies (hardware and software) for ongoing
productivity and resource improvements.

Developed and maintained best practices and proper procedures which detailed
the optimal steps for implementing infrastructures that employed numerous
protocols and networking elements. Components and functions analyzed included
SFTP, SCP, SSH, CISCO and Bay Network routers/switches, PIX firewalls, ATM
switches, VPN tunnels, and WAN circuits
Successfully commissioned use of various tools such as Omnibus/NetCool, HP
Network Node Manager, LAN Insight Manager, CiscoWorks, and SMARTS

RADIOLOGIX
1999 - 2000

Dallas, TX

Manager and LAN/WAN Engineer

Efficiently maintained, protected, and updated high-availability networks which
encompassed components such as VPNs, CISCO LAN/WAN elements, WAN circuits, Dial
Backup servers, and other supporting peripherals. Partnered with key vendors to better
leverage the business relationship and effectively resolve issues.
Actively supported corporate and remote facilities, and earned the reputation as a
critical resource for technical and network initiatives and challenges