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Click here or scroll down to respond to this candidate1 Candidate's Name PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Candidate's Name
Street Address
PHONE NUMBER AVAILABLE or PHONE NUMBER AVAILABLE EMAIL AVAILABLE PROFESSIONAL SKILLS:
A highly accomplished and motivated Enterprise Technical Operation Manager with close to 25 years of combined experience in various IT and retail fields, working across numerous business sectors. Offer a proven record of making outcome-based decisions that drive business process improvements and system-wide standardization. Builds teams that take pride in developing high-quality, dependable service delivery. Possess solid technical and functional background, outstanding communication, Process Development and effective management skills ensuring effective problem resolution in various business environments while building long term customer relationships. Equipped with a college degree and complimented by serving as a President/treasurer of a non-profit organization as well as serving on the Board of Director of a private school. FUNCTIONAL EXPERTISE:
Analytical, collaborative, and focused on improving operating costs while spearheading processes in differentiated and dynamic environments. Effectively plans, streamlining key areas based on business demand, and delivering cost effective results within agreed targets. Interact with Business stakeholders and gather technical and functional requirements of Client Services. Conduct interviews to understand various perspectives. Document technical and functional and compliance requirements, act as a liaison between IT and business users. Develop and design knowledge base technical documents across different platforms for Training, Self Service and best practices. Develop functional relationship with peers and Leadership. Take measures to run the team cost effectively and with higher efficiency. Process Improvement, Team Development, and introducing innovation in day to day business. Ensure adherence to processes and procedures that support customer implementations as SOW's. Exposed to ISO/ITIL best practices procedures and policies. Overall management of the Incident and problem ticket management and network change request approvals. EDUCATION: Received Bachelors of Business Administration in CIS (Computer Information System) from University of Houston
PROFESSIONAL EXPERIENCE:
STEWART LENDING SERVICES (SLS is a subsidiary of Stewart Title) Houston, TX Manager IT Compliance Manager Feb 2016 Present As an IT Compliance Manager, serve as a coordination point for all data security related activities for Stewart Lender Services (SLS). Coordinate with other Stewart departments that perform security related functions to develop policy, standards, metrics, monitoring, and awareness in order to improve the overall security posture and capability of corporation. Work closely with SLS application and development teams to implement best practices and data capture for external client (most leading banks) for SOC and SOX (Sarbanes-Oxley) compliance assessments.
Develop a detailed understanding of SLS core business and process.
Policy Compliance and Monitoring for SOC and SOX audits
Build effective working relationships with various IT & Operations stakeholders Risk Assessment and Reporting
Incident Response Procedures
Third Party Privacy Compliance. Detail oriented with strong verbal and written communication skills
Communicate review results to management along with process improvement recommendations.
Consultation for IT Initiatives
Work with IT owners regarding IT internal control compliance
Provide internal IT control consultation for planned projects.
Ensure and report remediation of findings post client assessment. Compiling all audit evidence on Sharepoint site
Monitor and report on application, vulnerability assessment, AIT, FFIEC, ASDF, restore testing, pen testing etc.. 2 Candidate's Name PHONE NUMBER AVAILABLE EMAIL AVAILABLE STEWART TITLE Houston, TX
Manager - Enterprise Network Operation Center Sept 2009 Feb 2016 Manage day to day operations while directing team of over 10 employees in client services, project management and vendor management in a dynamic, fast paced environment. Manage to resolve high level escalations and disputes arising from vendor, clients or employees. Responsibilities include managing, providing leadership, hiring, developing, training and directing teams to improve revenue growth and Increase productivity and efficiency with decreasing cost of FTE, increase gross net margins and deliver top quality of work to clients. Created various escalation processes, minimizing downtime & maximizing service availability. Other expertise includes process development, improvement and implementation.
Successfully managed over $1M operations budget supporting 6K+ associates in various business divisions and 560+ sites. Led a team of 12 direct reports from the Corporate Headquarters in Houston.
Developed and utilized plans, resources, and results by communicating across organizational boundaries from engineers to executive management. Implemented challenging & complex monitoring traps and responses in place
Increased business productivity by prioritizing, mitigating, and resolving incident management escalations with urgency and determination. Increased efficiency by 30% and lowered cost by 2.5 FTE. Duly recognized as the most efficient team
Managed and provided oversight of major service restoration processes across business and operational functions
Developed, enhance and lead the Incident Management process including internal and external communication formats and mediums used in line with ITIL standards.
Provided oversight and management establishing courses of actions though various initiatives ensuring incidents are manage effectively removing any barriers during and post event while closely tracking the issue
Proactive use of operations resources in support of business continuity and customer satisfaction
Build solid working alliances between IT departments, senior management and corporate staff functions to facilitate
Extended contract of an external emergency notification provider for business continuity and crisis planning
Created a supportive environment for a 24/7/365 team that was defined by collaboration and knowledge sharing
Achieved highest retention rate within the team, 90% retention within the IT organization.
Developed & sustained high standards of moral, performance, efficiency & high quality Customer experience
Develop team dynamic with new team leads structure for better management and enhanced support and efficiency
Mentored staff and encouraged best practice to produce high efficiency data integrity
Created and implemented practical career development path customized for each employee
Added new monitoring items and escalation process facilitating teams minimizing downtime & maximizing service
Actively participated with leadership in reviewing and improving current and adapting new processes
Created daily dashboard reporting for the CIO depicting any major service, office or other application outages
Created monthly/ daily reports for Security, BU, Telecom, DC and various other teams with high data integrity
Implemented and support new monitoring and management technologies. Successful installation of MS Security patches on 3500 plus production and non-production servers on a monthly basis.
Assisted in afterhours Data Center management. Follow up on any recurring issue from conception to resolution
Coordinated with other teams and business users to ensure monitoring and incident management standards are met, other system are functional and meet business requirements for enhanced synergy
Created and maintain Self Service documents for Stewart employees on Stewart homepage and StewartPoint Team page and updating and posting knowledge based documents for training new and existing IT analysts
Worked with various external vendors and auditors to discuss and enhance capabilities and efficiencies & adhering and updating process improvement for compliance
Added various technology monitoring items and escalation process, facilitating teams minimizing downtime & maximizing service availability; developed a highly efficient process development plan for operations & other teams
Responsible for Global staffing, on-boarding and off-boarding process, performance reviews, staffs technical development including career path for the global team, customer feedback
Instrumental in establishing outsourcing structure and bridging the gaps between Stewart & outsourcing company
Managed complex 24/7 environment with limited to no cause for concern evidenced by successful certification of internal audits, scoping IT Asset Management and Service Desk controls. 3 Candidate's Name 832-722-7643 EMAIL AVAILABLE HUNTSMAN CORPORATION June 2007-Aug 2009
IT Operations Consultant
Responsible for setting up an internal fully operational Global Service Desk that can successfully handle all the incidents/requests for level I to level II support. Developed and implemented all operational aspects of Service Desk procedures, policies, tools. Deployed highly effective and comprehensive SOP. I served as single point of contact for technical and customer service related issues including escalations. Implemented standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework. Provided consultancy and leadership for standardizing the processes and procedure needed for a successful in house Service Desk.
Set up Global Service Desk handling all the internal incidents/requests for level I and level II support
Supporting 4K+ associates across 9 countries (primarily Latin America), 5 business divisions, and 27 sites. Led 15 direct reports, executive, Service Desk, and Site Support staff services from the Global Headquarters
Served as single point of contact for both technical and customer service related issues
Minimized downtime and increased awareness of P1 incidents by developing internal Global IT process and communication strategy
Promoted Service Desk and Self Help tool services by leading site-wide awareness program
Standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework
Increased capabilities of new service desk technicians by establishing a technical training program
Managed admins teams for account management on Active Directory, Lotus Notes, SAP, SecureID
Trained team on Token Management, and multiple other Internal Apps. Created Active Directory Groups that allow permissions to specific applications or Network Drives.
Provided technology solutions on software issues using remote access tools and other diagnostic programs
Communicated with resolver groups to ensure that escalated issues are handled properly
Coordinated with leadership and other departments to share knowledge and coordinate projects, provide training, and ensure high quality service delivery
GETRONICS Houston, TX
Novartis Pharmaceutical: Senior Operation Support Analyst III/Trainer Jan 2004-June 2007
Worked as Operation Support analyst up to a level III support for leading fortune 500 company s account; was moved to various accounts and promoted regularly due to accelerated performance.
As senior analyst, assisted in creating and maintaining current training and support documentation
Served as a direct point of contact for the Support Leads and Managers
Worked as level III support for the IT support Team & trained new employees on procedures and specific proccess
Provide technical support service to thousands of worldwide Novartis end users, solvers, vendors extensively on Lotus Notes and MS Office issues as well as managed various inboxes for ticket escalations
Support and troubleshoot end users with computer hardware including PC, printers and internet connection issues
Administering and assisting users with Mainframe, AS-400 and SAP issues
Administering NT, Windows and Legacy accounts using Active Directory
Assisting remote users with Dial-Up, Broadband, Wireless LAN and secure connection using VPN.
Documenting in detail support calls using Vantive database and adhering to proper escalation procedures, including daily follow up calls to ensure problem resolution
Responsible for monitoring and updating various E-Mail Inboxes, Vantive Inboxes along with the Voicemail for the entire account. Making follow up calls to users and solvers on open tickets created. Providing assistance to V-VIPs.
Providing training to new analysts on procedures and troubleshooting steps used to support the end users
Morgan Stanley: Senior Operation Support Analyst Nov 2002-Jan 2004
Supporting Morgan Stanley s clients on proprietary software products such as Client Link, P&L Link, BondHub, TheMarkets.Com . Assisted clients with Reports and Files Delivery via Comet and IComet
Assisting with Secure Log in & Binding Morgan Stanley s Client Link accounts with TheMarkets.Com
Providing assistance custom applications such as Equity Research, Fixed Income and Private Wealth Clients
Assisting users in Web integration of Morgan Stanley s application Provided assistance with all versions of Adobe 4 Candidate's Name PHONE NUMBER AVAILABLE EMAIL AVAILABLE British Petroleum: Operation Support Analyst, Tier2 Nov 2000-Nov 2002
Acted as a Tier2 for the South West region
Resolving any issues with BP Amoco NT and email servers, and making sure they are working properly.
Handling high priority tickets, getting in touch with solvers with specific problem details, and providing information back to the users. Resolving any modem related problems, with RAS servers.
Supporting clients with Microsoft Office and Microsoft Outlook issues Verizon DSL: Operation support Analyst Aug1998-Nov 2000
Help Desk Analyst for Analog and ADSL clients. Configuration and installation of hardware and modems.
Configuration of TCP/IP packets. Configuration of windows 95/98, Windows NT, and Macintosh.
Troubleshooting Analogue, ISDN and DSL connections. HOME DEPOT: Houston, TX
Manager Client Service Manager Jan 1993-Dec 2001
Manage day to day managerial and operational store issues as well as amongst clients and employees.
Conduct interviews, counseling and performance reviews and schedule for 25 employees in three departments.
Hired highly energetic, skilled and customer centric employees to foster company culture
Scheduled technical training for employees; Implement and propagate the corporate policy on a daily basis
Provided customer service focused training to new and old employees
Research and resolve any outstanding customer or department issues/disputes
Perform daily administrative activities, ensured products are correctly marked, safely stacked and readily available
Strictly implement and propagate the corporate policy on a consistent basis
Effectively communicate with customers, staff and leadership ensuring no critical item is left out
Envisioned and implemented cashier accuracy program to ultimate success
Actively and closely worked with Loss Prevention Manager to control Inventory loss
Participate and encourage staff to prevent shrink with company provided guidelines
Participate in Safety drills to improve safety of employees as well as customers in the store President/Treasurer at Together for Change Foundation (Volunteer position) since 2013
Founding member, nominated president and treasurer for (Non-Profit Organization)
Engaged with setting up educational projects for underprivileged children
Upgrading schools in under developed areas with focus on providing high standard basic education to under developed areas and teaming up with local support group for a collaborative effort.
As a treasurer, ensuring the finance is available and is spent on the project as designed. Director of Human Resource at MICS (Volunteer position) since 2010
Serving on BoD for the last three years for MICS looking after 300 students and excess of 25 staff private school
Provide vision for a highly professional, efficient and effective private school.
Provide HR policies such as Financial Aid, Employee appraisal, Employee self-evaluation etc.
Actively involved in conducting Interviewing, On/Off -Boarding, Counseling and process review and improvement matters. Successful in providing a balanced combination of a great Teaching Staff and a solid Administration unit
Minimize previous year s deficit by creating and implementing an effective Financial AID policy.
Increase enrollment by 15% in the first year & effectively controlled turn over by incentive based policies
Improve the quality of the education and administration s by implementing a Common Goal Policy |
