Charles R. Lanzer Jr.

Milford, PA 18337
(845) 857-7867 / dlec40@gmail.com

Key Qualifications
Experienced IT Manager with a unique ability to solve complex business problems through thought leadership,
teamwork, effective communication, efficient processes, mentoring, resource prioritization, and relationship
building.
Proven track record of attaining excellent client service, account growth, bottom-line revenue, and profitability
metrics by leveraging compelling business cases to leadership.
Experienced in Process Management, Change Management and Incident Management.
Proficient in ITIL and SDLC methodology using compliant processes and best practices.
Competent in Release Management through development and transition life cycles.
Excellent communication and organizational skills, mentor, resourceful team member, process expert

Areas of Expertise

SDLC, Agile and ITIL methodologies

Network Configuration and Maintenance
Project Management
Database Support
Technical Infrastructure

Cross Functional Team Leadership

Disaster Recovery Planning / Implementation
Troubleshooting & Problem Resolution
Client Relationship Management
Systems Strategy & Architecture

Work Experience
Techneto Consulting for Ferring Pharmaceuticals (February 2014 December 2015)
Technical Manager
Supervised and managed team of 5+ engineers providing network, system and desktop support for users domestically
including sales force of 400 users across US. Provided support on all escalated incidents sent to the IT Service Desk.
Responsible for the creation, operation, administration and maintenance of new US headquarters infrastructure ensuring
the integrity and protection of corporate assets and data using ITIL concepts and best practices. Working closely with the
US senior leadership and interface daily with the Corporate Infrastructure Operations teams based overseas to aid in
various internal initiatives related to the companys IT Infrastructure and business related growth.

Reduced Cap Ex by defining business and systems requirements for new technology implementations and
solutions for pharmaceutical production systems projected over 5 years.
Increase reliability and established 99% uptime of Windows servers (US Locations) to meet SLA and for optimal
performance of infrastructure in US corporate headquarters, manufacturing plant and production lab.
Managed support of Active Directory, ADFS, GPOs user access and printing in a mixed Windows environment.
Reduced overall support costs maintaining 99% on all SLAs for incident response and Service Desk requests
Managed change processes of developers and other IT resources on creation, approval and deployments of
specialty apps to sales force users across the US.
Implemented and designed disaster recovery program for data backups for US locations.
Coordinated and assisted in the infrastructure design and setup for new lab environments and Manufacturing plant
coming online Q2 2016 using specified guidelines and regulations establishing SLAs on new systems using ITIL
best practices.
Negotiated service support agreements with vendors in collaboration with stakeholders
Managed contract negotiations with vendors for service and support on all printers, hardware and software
licensing for all US sites.
Reviews and as needed, propose operational changes to processes, procedures, and policies to achieve optimal use
of customer support, system administration and security tools.
Managed processes and formulated documentation for procurement, imaging, support and decommission of all
company servers and user systems.

Volt Information Systems (September 2012 January 2014)

Asst. Manager / Sr. System Administrator
Responsible for stipulating monitoring for server operations and logical access continuing to align with the constant
changing industry standards. Manage disaster recovery and backup processes for servers in bi-coastal datacenters.
Preserve application processes and configuration for levels of the SDLC model. Maintained QA and production
environment supporting the web sites, running comparison reports for approval in Development, QA, UAT and
Production environments. Assisted with development and implementation of new support processes defining new SLAs
for the Help Desk, Datacenters and NET OPS Team, for advanced troubleshooting and root-cause analysis.

Developed new processes and formal documentation for Change Management, Incident Management and Release
Management for the company using ITIL best practices.
Collaborated with clients and stakeholders establishing new IT service portfolio with business needs using new
documentation and defined SLAs.
Consolidated from 3 down to 2 data center locations reducing costs and saving the company $25K per month for
rent and maintenance for equipment.
Successfully collapsed environment and migrated physical servers to over to virtual environment decreasing
physical footprint and reducing overall costs for hardware upkeep and acquisitions.
Assisted with managing the systems security policies and risk metrics
Managed support of Active Directory, ADFS, GPOs and user access in a mixed Windows environment.
Managed all services running on IIS and SQL servers from QA to Production environments.
Managed all releases and updates to IIS and SQL servers providing comparison reports to process owners for
approval on all environments.
Produce and track metrics for the effectiveness and maturity of system architectures and processes
Inventoried and monitored licensing for all software deployed throughout the environment based on negotiated
license agreements.

Wyndham Worldwide / Wyndham Hotel Group (May 2007 - June 2012)

Special Projects Manager / Sr. System Administrator
Monitor Windows server operations to ensure processes meet expected Service Level Agreements 99% uptime.
Maintained endorsed corporate baseline metrics. Oversee and managed disaster recovery server backup processes
Enterprise wide including several Hotel site properties. Advised relational incidents collaborating with Security Team
observing vulnerability management in combination with remediation alternatives. Technical lead for several
Organizational projects in cooperation with PCI and SOX requirements.

Solely developed and designed project build of new images for servers and workstations for Enterprise
distribution domestically and internationally.
Technical Project Lead for deployment Microsoft SCCM application used for inventory and software distribution
according to agreed vendor license agreements.
Key player for several domestic and internal projects migrating International users between Wyndham Business
Units with 100% success rate
Supported Windows server farm 250+ for two data centers and 4 call centers for corporate community and over
7500 Hotels and Resorts.
Provide support of Active Directory, ADFS, GPOs printing, user access and email on corporate and hotel
property domains in a mixed Windows environment.
Reduced operating costs by consolidating hardware to virtual environment
Project lead to migrate end users for Hotel brand acquisitions.

Best Buy Palisades Mall West Nyack NY (September 2006 - May 2007)
Senior Department Manager
Senior Technical Supervisor of the Computer Hardware and sales department managing a staff of 10+ technicians both
locally and remote off site. Supervised and directed staff developing maintenance processes, procedures and SOP for
services performed on consumer computers. Cooperated with Computer Sales Dept. by providing sales support for new
computer transactions.

Successfully completed Management training program promoted to Inventory Manager

Developed and responsible for maintaining emergency support project, system installation, and advanced
troubleshooting.
Improved customer service level lowering processing time on customer computers by 75% from 2 weeks to less
than 4 days streamlining processes and cleanup tasks improving customer experience
Oversee configuration and administration of security and service desk tools
Maintain current understanding of industry trends and threats to improve customer satisfaction

Mercy College Dobbs Ferry NY (November 1999 September 2006)

Computer Lab Director / Manager
IT Manager for distributed infrastructure supervising 31 computer labs on 6 campus locations. Developed and managed
annual project to image, inventory and deploy over 300 computer lab machines distributed to all campuses.

Managed project team 15+ engineers

Managed large project for WAN conversion, including telecommunications systems, networks, security and
desktops opening of a $22 million College Campus.
Managed, monitored, deployed and audited all software based on agreed vendor license contracts.
Designed and implemented hardening PC standards for computer labs and college user community maintaining
industry standards incorporated SOX compliance practices.
Key role and responsible for developing imaging process for all Lab PCs for college cost savings over $100K per
year
Implemented new hardening PC standards for computer labs for a cost savings of over $250k in software and
labor.

IBM Yorktown Heights NY (May 1999 November 1999)

Server System Administrator
Assisted in development and distribution of server images developing a standard server hardening throughout the
northeast region. Established and built servers hardening standards. Responsible for enterprise server administration and
network support enterprise-wide. Maintained asset inventory and component parts in excess of $2 million.
Education

University of the State of New York BS Computer Information Systems

Certified ITIL Foundations and SDLC Methodologies

Licensed Microsoft Technologies (MCP, MCSE)

CompTia A+ / Networks

CNA Novell Networking

Pursuing Scrum Master certification