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Title: |
IT Manager
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Location: |
US-Texas-Austin
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Work History: |
Professional Experience
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National Railroad Passenger Corporation (Amtrak)
Sr. Manager IT
Jan’01 to Dec'07
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Responsible for reversing negative perceptions of our vendor’s Call Center and for re-engineering the processes related to transferring knowledge from Level 2 to Level 1. The transformation of this outsourced Help Desk over the course of a year from a ticket collection agency to a valuable knowledge resource resulted in measurable improvements related to customer satisfaction, and higher first time call resolution.
Re-engineered a failed project related to asset management. Over the course of 12 months, oversaw the implementation of the plan and transitioned day-to-day operations of the re-engineered asset management database to the operations staff. The data procedures implemented dramatically improved accuracy and instilled a new confidence in the asset management database.
Created, enforced or interpreted information technology related policies and procedures. Had overall responsibility for creating and implementing the department’s vision, goals and objectives, as wells as documenting and communicating the strategies needed to meet current and future needs.
Established guidelines for the management of our geographically disperse team, specifically related to mentoring, coaching, promotions, skills development, talent placement, cross-training, policy enforcement, letters of reprimand, defining probationary periods/conditions, and, when necessary, terminations. Also established and documented the metrics and measurements by which all staff members were measured.
I was also responsible for managing all technology-related aspects of four major (or highly visible) relocations and over 75 smaller facility moves. Each of the major moves involved 3 or more vendors, 100 to 500 employees, servers, workstations, network infrastructure and telephones; all were performed on schedule, under budget, without any unexpected service interruptions; all while implementing last minute change requests by the customer.
Proposed and implemented a workstation, server and network refresh program for over 25 locations in three states. Program included establishing standards, procuring hardware, verifying software licenses, collecting inventory information, developing data migration processes, as well as communicating and coordinating migrations with end-users. Efforts increased system stability, lowered cost of support, insured license compliance and provided 3 year hardware support for all new systems.
Developed, designed, proposed, marketed and ultimately gained approval for a sweeping infrastructure redesign that consolidated remote servers into two centralized locations. Also implemented new data backup and recovery processes that hosted remote data at centralized data centers, decreased data recovery, times and provided for off-site hosting of remote data during emergencies.
Managed and administered the services for over 1000 user and eMail accounts; jointly lead the migration efforts from Windows NT to Active Directory. Designed and documented the standards for future account creations and developed tools to retrofit existing accounts to this standard. These standards allow for cross-system reporting and account analysis that eliminated or archived unused accounts lowering licensing costs and unnecessary account maintenance.
Developed, designed, proposed, marketed and ultimately gained approval to establish departmental guidelines related to project management including project plans, the schedules, risks, testing, deliverable gates and approvals as well as customer communications.
Developed the plans, statement of work, and created the request for proposals to convert existing paper and micrographic documentation to digital formats. Oversaw the vendor selection process and co-developed the tools for measuring each proposal received. Project involved over 3300 rolls of microfilm (8.3 million images) and resulted in the elimination of legally required paper based documents, more efficient storage, simple retrieval and management of business records and improved the business process productivity of several critical department, including but not limited to Human Resources, Business Affairs and Legal.
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The Walt Disney Company
Sr. Analyst / Project Manager
Feb’95 to Nov’00
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Proposed, created, and supported an integrated DBMS for the tri-annual physical inventory effort. This tool merged inventory data from five different data sources to provide a single (mobile) view of all capital inventory data; without this tool, this three-month project would not have concluded on schedule or under budget.
Coordinated the migration of multiple accounts from various applications and servers to new environments without any reported loss of information. In some cases tools were created, tested and deployed that eliminated the need to manually change login information on each system associated with these migrations.
Researched and tested various tools for the automated distribution of software upgrades and system enhancements. The products that were eventually selected and deployed played key rolls in subsequent server and software migration efforts, reducing estimated conversions times by several days.
Designed, developed, and managed the deployment ten video conferencing facilities, in five US cities, over a ten-month period. Each facility had an average cost of $30K, and an eighteen-month ROI of two overseas trips per month.
Oversaw the migration of over 250 accounts from Novell and CCMail to WindowsNT and Exchange. Ten percent of these accounts were highly visibility or critical users. All accounts were migrated successfully, on schedule, under budget and without any loss of data or information.
Designed, developed, and managed the deployment ten video conferencing facilities, in five US cities, over a ten-month period. Each facility had an average cost of $30K, and an eighteen-month ROI of two overseas trips per month.
Researched and deployed data backup and recovery tools for laptop/portable systems that on multiple occasions allowed for the recovery of whole systems within hours of being reported as stolen or suffering from a catastrophic media failure. These tools and techniques dramatically reduced recovery time for a highly mobile workforce that was dependant on their mobile systems.
Researched and developed new tools and processed for remotely upgrading workstation applications and deploying system updates. These tools and techniques were adopted at several large facilities to lower system support and management costs.
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Skills: |
I am a generalist in a specialist industry. I have a substantial amount of experience in the end-user support, service desk or desktop computer support industries. I can also build, configure and manage Windows Servers, including Exchange. I have designed and successfully deployed Local Area Networks, Wireless Local Area Networks, and Wide Area Networks. I have a great deal of experience with telephone systems deployments. I am an IT Project Manager with 10 years experience overseeing technology projects including (but not limited to) requirements gathering, RFP creation, WBS creation, product/vendor selection, vendor management, schedule management, risk management, change control, as well as documenting, tracking and monitoring all problems/incidents and the day-to-day oversight of my various project teams. I have also demonstrated that I am capable of successfully managing, mentoring, coaching and supervising employees of various skills and career levels as well as sub-contractors and outsourced vendors.
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Skills
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Project Management
Strategic Planning & Alignment
Staff Management/Planning
Vendor Management
Customer Service Relations
Process Improvements
Metrics and Measurements
Server Administration
Data Archiving & Recovery
Network Design & Deployment
Presentations / Reporting
Asset Management
Troubleshooting & Installations
Product Documentation / Training
Technology Resource Management
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Talents
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* Intuitive ability to prioritize tasks and to concentrate on the most important issues.
* Capable of breaking down complex problems into logical, understandable steps.
* Able to quickly explore many different options and arrive at the best possible solution.
* Analytical by nature and consistent at delivering well-reasoned, high-quality results.
* Considerable information technology experience and proven client satisfaction history.
* Confident and willing to try new and innovative problem solving approaches.
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Education: |
Professional Development & Education
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Global Knowledge
- ITIL ITSM Foundation Certification (Exin)
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American Management Association
- Leadership Skills for Supervisors
- Project Management - The Basics for Success
- Strategic Information Systems Planning
- Information Systems Project Management
- Best Practices for the Multi-Project Manager
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California State University at Long Beach
- Bachelors of Art in Speech Communication
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Personal Development
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Barker Ranch Home Owners Association Treasurer
- Responsible for creating the five year plan and overseeing the HOA’s budget and expenditures.
Technology Hobbies
- As a teenager, built first computer from spare parts while working at an electronics store
- Custom built all current home computers/servers using off-the-shelf components
- Designed and implemented a whole house integrated multimedia system
- Created and maintain family web site; events, photos, videos, web cams, and automated local weather
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Endorsements
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Scott has received 2 endorsements.
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Scott has endorsed 0 Members.
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Rank |
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9.407 |
IT Manager |
US-Texas-Austin |
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Details
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4.094 |
Network Systems Administrator |
US-Texas-Austin |
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Details
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