Multi-skilled customer focused IT professional, with over 8 years experience managing the delivery and support of IT Services. Technical exposure has provided strong analytical and problem solving skills. Management exposure has developed a strong leader, possessing excellent communication and organizational skills, backed by a strong IT Service Management discipline. From involvement in managing IT services based on ITIL solutions, have an integral view of IT Infrastructure Management. Analytic and objective, am able to translate business needs into workable and cost-effective solutions. Strong ability to negotiate with, facilitate, and influence others cross-functionally, working closely with associates and colleagues to resolve complex issues. An enthusiastic and motivated individual, who brings original ideas, and total commitment to any project or role. ITIL Service Manager ITIL Foundation; IT Product Manager - Desktop Services Disney WorldWide Services Inc. (Public Company; 5001-10,000 employees; Entertainment industry) May 2007 — Present (8 months) IT Service Level Manager Raymond James Associates (Public Company; 5001-10,000 employees; RJF; Financial Services industry) August 2006 — May 2007 (10 months) Responsible for the development and implementation of a Service Delivery framework to support IT Services. Includes clearly defining IT service delivery expectations, providing an objective means of assessing whether performance meet those expectations and identify actions needed to improve performance. Focus on business objectives and map services and performance criteria to desired business outcomes. Systems Management Architect Fidelity National Information Services (Public Company; 5001-10,000 employees; Information Technology and Services industry) September 2005 — August 2006 (1 year) Responsible for the delivery and support of a distributed Enterprise Systems Management solution incorporating a tool-set that provides an end-to-end monitoring capability for all of the Certegy IT Infrastructures. This includes the business strategies, deployment plans, delivery and developing the appropriate delivery guides, marketing collateral, and training where needed. Global IT Service Manager Cable & Wireless (Public Company; 1001-5000 employees; Information Technology and Services industry) May 1999 — September 2005 (6 years 5 months) Managed end-to-end delivery and support of IT Infrastructure services. Was responsible for the development and support of a number of service areas including Internet Services, End User Computing, Mobile Communications, Local and Wide Area Communications and Infrastructure Service Management including problem solving, fault rectification and technical consulting. Managed outsource vendors; evaluated vendor performance; assessed and evaluated alternative methods of service provision, in-house operations and/or outsourcing; negotiated service scope. Developed creative approaches to minimize systems costs while providing quality services to meet customer expectations. Reviewed, approved & planed all technical changes. Owned the resolution of customer & operational related technical queries and problems. Defined and updated IT-related policies. Monitored use of the infrastructure and the agreed service levels. Manager, Network & Systems Management Digital Island (Public Company; 1001-5000 employees; Information Technology and Services industry) May 2001 — February 2003 (1 year 10 months) (A merger of Cable & Wireless, Digital Island and Exodus Communications) Technical Manager of a global 24x7 engineering team of 10, responsible for Designing, Implementing, and Supporting Global Network Monitoring solutions for large E?Commerce Internet services. Accountable for all Level 2 & 3 Provide and Assure functions for an integrated Network and Systems Management architecture deployed to support a Hosting and Content Delivery network. Role was a split between managerial and day-to-day technical responsibilities. Network & Systems Management Engineer Digital Island (Public Company; 1001-5000 employees; Information Technology and Services industry) November 2000 — April 2001 (6 months) Member of 24x7 Support Team providing 2nd - 4th level support for Network and System monitoring tools used by Global NOCs supporting customer infrastructures deployed in 22 Global Data Centers. Role required understanding complex Managed hosting environments, with ability to quickly trouble shoot service related issues in customer and internal IT infrastructures. Network Operations Center Engineer Digital Island (Public Company; 1001-5000 employees; Information Technology and Services industry) May 1999 — October 2000 (1 year 6 months) Assisted in design and implementation of European NOC to work in tandem with a U.S. NOC providing 24x7 follow the sun support. Provided network and systems operational support, along with network availability and performance monitoring. In addition, led a team of 8 that developed a support plan to manage a network of more than 1,200 content distributors across the Internet. Network Operations Center Manger University of London Computer Centre (Government Agency; 51-200 employees; Information Technology and Services industry) January 1997 — May 1999 (2 years 5 months) Responsible for creation of a NOC providing day-to-day management of a Pan-European Research backbone connecting over 20 European National Research Networks (www.dante.net/ten-155). Managed a team of 18 engineers that provided day-to-day operational management of an IP service, covering central fault reporting, carrier relations and circuit provisioning. NOC also managed the IP Service for the UK National Research Network, JANET (www.ja.net). Reported to Head of Network Operations and dotted line report to a management body delegated by the European Commission. Examinations Officer CITY & GUILDS OF LONDON INSTITUTE (Privately Held; 501-1000 employees; Higher Education industry) 1994 — 1997 (3 years) Managed production of examinations and assessment material for the Motor Vehicle and Engineering National Vocational Qualifications. Included managing teams of question writers and editors. Operating Department Practitioner ROYAL LONDON HOSPITAL (Government Agency; 1001-5000 employees; Medical Practice industry) 1992 — 1994 (2 years) Assisted Surgeons and Anesthetists as part of a Surgical and Trauma support team. Primary responsibilities were preparing patients for both clinical and operative procedures, providing initial emergency care and providing and administering of pre- and post- op medications. Participated in rotations within the flying ambulance team attending trauma related emergencies. Corpsman/Combat Medic UNITED STATES NAVY (Government Agency; 10,001 or more employees; Military industry) 1987 — 1992 (5 years) Marine Reconnaissance Combat Corpsman. Responsibilities included general health and well being of personnel both in operational and garrison environments, including training personal on first aid and preventative medicine issues. Participated in Operation Desert Storm combat operations as a team medic with 1st Marine Division. Awards: Combat Action Medal, Navy and Marine Corps Medal, Good Conduct Medal, Fleet Marine Force Ribbon, National Defense Service Medal, South West Asia Service Medal, Expert Rifleman Medal, Expert Pistol Medal, Kuwait Liberation Medal. Honorably discharged.
