Experience

Global FIS

• IT Services and IT Consulting
• 200 - 300 Employee

• Client Delivery Manager

  • Jul 2014 - Present

  Maintain relationship with client executives while ensuring IT services are delivered within SLA Maintain relationship with client executives while ensuring IT services are delivered within SLA



ACS, a Xerox Company

• Las Vegas, Nevada Area

• Service Delivery Manager

  • Jul 2011 - Jul 2014

  Service Delivery Manager for MGM Resorts International Service Delivery Manager for MGM Resorts International



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Service Delivery Manager

  • Jul 2011 - Jul 2014

  Designed, developed and manage team of 25 that was responsible for 2nd level server support, application support, release management and situation managementMaintain SLA levels for all infrastructure towers (Windows Engineering, Virtualization, Citrix engineering, Linux, Database Administration (Oracle and SQL), Hardware, Datacenter, Disaster Recovery, Application Support, Release Management, Storage, & Backup and Recovery)Manage change management process for all infrastructure towers as well as coordination between towers for change requests24/7 on-call support for SEV1 incidentsMaintain ITIL V3 standards for all infrastructure towersManage SEV1 incidents Manage server refresh and virtualization processManage all application upgrades/updatesManage windows patch process Show less

• Service Delivery Manager

  • Dec 2008 - Jul 2014

  Run and analyze weekly error message reports for managementComplete monthly server rebootsTroubleshooting of all technology attached to the network (Including but not limited to: NSB, Infogensis, RIO Spa, AS400)Maintain Proper escalation proceduresMonitor server event logs and troubleshoot issues proactivelyWork with all divisions of IT to verify error messages that need to be monitored. Obtain escalation procedures for those that do and suppress those that don't to eliminate unnecessary callsCreate proper thresholds for items being monitored to ensure timely escalation of all issuesPromoted to IT Supervisor in May 2009 Show less



ACS, A Xerox Compnay

• Service Delivery Manager

  • 2011 - Jul 2014

  Ensure IT services were being delivered to client and compliant with SLAs Ensure IT services were being delivered to client and compliant with SLAs



MGM Resorts International

• United States
• Hospitality
• 700 & Above Employee

• Support Center Supervisor

  • Dec 2007 - Sep 2011

• Support Center Supervisor

  • 2007 - 2010

• Techincal Systems Analyst

  • Dec 2007 - Oct 2009



MGM Resorts

• IT Supervisor

  • Dec 2007 - Jul 2011

  Set up and maintain monitoring rules for CA Spectrum One Click Design systems for vendor remote access including firewall rules Design VMWare architecture for Support Center virtual PC environment Monitor and troubleshoot 3000 server network across multiple properties and states Design training program for Technical Analysts Manage Windows Server 2003 and 2008 clusters Interview and make hiring decisions for all staff levels Conduct initial and ongoing training of staff to ensure proper succession planning within the immediate department and other departments within IT Troubleshoot RSA token issues Maintain active directory standards Maintain Global Address List, Distribution Lists and mailbox rules for Exchange 2003 Supervise department of 60 Technical Analysts and Specialists Maintain schedule for monthly reboot of all windows servers Maintain standards for Configuration Management Database Coordinate multi-person conference calls to troubleshoot major issues with both internal staff and vendors Responsible for communications to property and corporate management in regards to system outages affecting their respective properties Show less



Morgen Industries, Inc.

• Environmental Services
• 1 - 100 Employee

• Lead Tech

  • 2006 - 2008



Morgen Industries, INC

• Associate Technician

  • Oct 2006 - Nov 2007

  Maintained internal network Responsible for testing all incoming equipment including Cisco, Compaq Servers, SUN, Foundry and others Project Management for Data Center relocations as well as secure electronic media destruction, including all aspects of the project (budget, procuring freight, transportation, travel, etc) Maintained the highest standard for strict time schedules to minimize server/network downtime Designed and implemented software for onsite asset tracking for incoming hard drives tagged for destruction Maintained DOD, SOX and NAID security levels at customer sites as well as within the local warehouse Responsible for interviewing and hiring supplemental staff for large data center move projects Assisted sales department with customer visits to explain our proprietary process for data center moves as well as electronic media destruction Trained all staff on onsite asset tracking software use and setup Show less