Information Technology Manager

Technology management professional with a history of delivering innovative solutions to projects with demanding requirements and stakeholders; enhancing deliverables and reducing expenditures.  Inspirational leader with demonstrated ability to inspire and influence peers at all levels to drive their success and ultimately the triumphant successes of their projects whether daily tasks or intrinsic solutions spanning multiple countries, cultures, and technology boundaries.  Capable and willing to work at whatever task is paramount to the achievement of key team, management, and company drivers.

Highlights of Expertise

• Infrastructure Architecture
• Instrumentation & Process Development
• Team and Individual Development
• Global Technology Mindset
• Change & Release Management
• Data Center & Site Development
• Designing Zero Downtime Infrastructure
• Driving New Business Opportunities

Related Experience

Asurion Japan, K.K. 2008-Current (Expat)

Division of Asurion Insurance Services, a global leader in technology protection such as wireless handsets, TVs, and computer system with 20+ million subscribers and 500+ employees and contractors in Japan. Asia Regional Infrastructure Technologies Lead, Asia Regional Change Manager

• Designed and built a new dual data center facility including infrastructure systems, enabling the local business to rapidly scale from a few thousand subscribers to over 20 million in less than 1 year and achieving 99.99% availability for infrastructure continually for six straight months.

Increased the virtualization in the Asia region - decreasing the expenditures in physical hardware, datacenter space, and network infrastructure while simultaneously increasing uptime, fault tolerance, and manageability.  Designed and executed the deployment of several facilities, IT systems, and a call center in mainland China to enable the successful expansion of Asurion’s services in Asia facilitating operations in a market with 300 million addressable clients. Designed and/or delivered all new infrastructure technologies for Asia including Japan, China, Korea, Hong Kong, and the Philippines.

Asurion Insurance Services, Inc. 2007-Current

A global leader in technology protection such as wireless handsets, TVs, and computer system with 200+ million subscribers, industry leading clients, and 10,000+ employees globally. Sr. Systems Analyst Created innovative solutions for business project needs.  Rebuilt a legacy Exchange 5.5/2003 environment to a supportable environment, which had failed on three prior attempts, in less than three weeks to mitigate the global impact of federal daylight savings changes.  Resolved critical issues with the global monitoring systems which enabled the IT organization to achieve better pre-emptive alerting on systems issues decreasing MTTR by decreasing the time between failure and reporting by approximately 15-30 minutes across all infrastructure technologies and improving the image of Information Technologies’ responsiveness to the business units.

• Resolved a continuing global issue with Active Directory, network latency, and virtual systems time sync that was impacting the ability of Korea operations to utilize shared global services that were causing delays in client communications and business deliverables.

Emdeon Business Services 2006-2007

Industry leader in healthcare payment and claims processing with 2x4x7 operations encompassing 300,000 healthcare providers, 1200 government and commercial payers, 130,000+ pharmacies and dentists; managing the flow of medical information for millions of US healthcare customers daily. Sr. Systems Engineer, Required Security Clearance Managed a project team to replace a legacy WindowsNT/SNA3.0 environment used for processing millions of claim pre-authorizations daily to a supportable, highly available, and disaster resistant environment including applications, systems, and networking.  The entire project was completed with zero downtime to the hundreds of hospitals and providers involved. Provided tier-three support for six business units and systems across five different data centers in the eastern and mid-western US.

National Pen Corporation Feb 2006-Aug 2006

A premier source for promotional marketing needs, the world’s largest provider of custom branded pens, and a manufacturer of high quality inks. Technical Services Specialist Built a fiber optic backbone and wireless LAN for the manufacturing facility overcoming issues caused by manufacturing equipment interference allowing the business to streamline the shipping and call center operations by eliminating cable dependencies.  Transitioned a 250 agent call center to IP telephony enabling metrics collection, and call monitoring used to enhance customer agent training.

Zamby Networks 2002-2006

A provider of technology design solutions for the construction industry including custom automation controls, fiber networks, lighting automation, and A/V systems. Owner Designed a fiber network for a residential community to connect 1,500 homes to a custom central office providing telephone, Internet, and video services to the community.  This project was designed to enable the developer to start operating as service provider potentially increasing their revenue by 157,000USD monthly.

Communications Products, Inc. 1999-2002

Technology integration company with extensive experience in designing, implementing and supporting the latest voice, data, and cabling solutions and government services provider. Technology Consultant – Government Contract (Department of Defense) Performed contract support and project work for the Department of Defense working on a variety of technology platforms including Windows NT/2000, NetWare 5, Exchange, UNIX, and Mid-Tier Servers as well as working with DISA in supporting the DISA-Network and Information security systems.  Managed help desk training and development; increased the level of calls completed by tier one support by 38%. Deployed a PKI based access system used to secure sensitive data while enabling authorized personnel access to that data from any location inside the facility; comprised of 5000+ endpoints.

Education

Utah Valley State College 1996-1997

Majored in Information Technology left to work for Novell, Inc.  Taught continuing education classes for HTML Programming, Introduction to Technology, and Advanced Computing for two years.

Kaplan University 2005-2006

Pursued courses in business management, psychology, and business law to supplement my IT experience.

Certifications & Training

• VMWare VCP Training – 2007, 2009
• Microsoft MCSE Training – 2005
• EMC SAN Training – 2008
• Financial Training For Managers - 2007

Other Experience

Select Comfort Retail Services 2003-2005

A retail manufacturer of high quality beds and accessories with over 500 stores throughout the United States offering their custom products to the specialty consumer. Store Sales Manager Developed grass roots marketing and established rigorous training programs that increased store sales by 15.2% over a period of three months and maintained it.

UVSC – Continuing Education Department 1996-1997

Introduction to Information Technology / HTML Programming Instructor Developed syllabus and delivered course for the adult education department touching on basic systems usage, computer repair, and basic software installation for home and small business.

Skills

• Requirements Gathering
• Change Management
• People Management
• Financial Analysis & Budgeting
• SLA/SLO Negotiations
• Purchasing
• Risk Management/Acceptance
• Infrastructure ArchitectureSystems Engineering
• Microsoft Dynamics – System
• Microsoft CRM - System
• Microsoft Operating Systems - All
• Exchange Server
• Data Center Facilities
• SQL Server – System
• Active Directory
• DNS/DHCP
• Group Policy
• IIS / Apache Web Servers
• VMWare vSphere (ESX 2.5+)
• Citrix ZenApp