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RUBY RYEN

ruby@aol.com

SUMMARY OF QUALIFICATIONS

Business/Technology leader with extensive experience in the IT industry, including system, network, security, hosting, datacenter and operations support experience.  Manage programs, customer engagements, projects, schedules, budgeting, forecasting, compliance, vendor interfacing, and staffing.  Strong understanding of system deployment and support, servers, networks, secure connectivity, customer service, and managing to metrics.  Develop business strategy and implementation of short and long-range plans to integrate business practices and information technology.  Experience in developing and delivering IT solutions.  Proven track record of managing and driving change, motivating technical teams, and delivering timely, quality results.

PROFESSIONAL EXPERIENCE

NTT Com, Sterling, VA      Director PMO, Premier Services, Technical Operations             2008 to Present

Provide managed hosting solutions and support for NTT’s customers.  Responsible for NTT Premier Services, Project Management Office, as well as, the Enterprise Hosting’s Certified Engineering Center (CEC), Operations Senior Engineering (OSE) organizations.  Deploy new services/infrastructure, and provision new customers.  Provide support for 1200+ customers in multiple datacenters.  Provide leadership to a staff of 35+ managers, project managers, technical account managers, unix, windows, and network administrators.

·         Developed Vision, Mission, Strategic Objectives, and initiative programs.  Defined and implemented process improvements for customer service, alert/monitoring, operational metrics, skill assessments, project tracking, resource/staffing models, communication, cost reduction, and status meetings.

·         Working across NTT Communications international entities, led the operations team and delivered a common set of integrated tools, processes, workflows, and SLAs to enable provisioning and operational support of Virtualized/Cloud services globally.

·         Defined, documented, and tested BCP/DR for NTT operations.

·         Implemented daily tag-up to review incidents, developed situation incident reports for outages, crisis management process, documented process repository, and operational readiness process for introduction of new services.

·         Led efforts to audit revenue leakage and in-source DNS service handling, returning more than $500K in combined additional revenue and reduced costs.

·         Proposed and deployed a Content Recorder and Quality Management system for NTT’s support centers. 

·         Established call and ticketing quality reviews, focusing attention on consistency and excellence, driving up customer satisfaction to 98%.

·         Develop and Implemented an employee recognition program, negotiated vendor training as part of maintenance renewals, and implemented web based training program for staff.

·         Managed partnerships and vendor relations.

Intel, Chantilly, VA                                  Network Services Director                                          2003 to 2008

Provide centralized LAN/Security operations management for Intel’s Network Services organization.  Duties include introduction of new services, deployments, daily operation, 2nd level support, continuous improvement, business continuity, and end of life for Network services across Intel as the service manager.  Activities include performance management, training, development, forecasting, reporting, budgeting, and expense control.  Set future direction and plans and ensure alignment with the business.  Drive improvements, through process improvement, and automation.  Administer a $16 million annual budget, and provide leadership to a staff of 40+ group leaders, project managers, and network engineers globally. 

·         Developed and implemented a global follow-the-sun organizational framework, which changed the mode of work, from de-centralized (site based) to a scalable 24*7 centralized support structure, utilizing process and automation tools.  Established international support teams, and Migrated 100+ small and medium Intel sites, from site operations, to remote support for wired/wireless network, VOIP, and server support.

·         Provided DMZ (Enclave) support for application hosting, manufacturing, and engineering teams.

·         Implemented 300+ secure collaboration environments that enabled inter-company connectivity for design, legal, development, and manufacturing teams.  Facilitated connectivity for Intel mergers, acquisitions, and outsourcing.

·         Consolidated network functions (DNS, Proxy, Load balancing, Caching, Firewalls, labs, datacenter networks) into global hubs and centralized support.

·         Consolidated wireless deployment/support of 6000+ APs under one management tool/support structure.

·         Deployed and supported VPN and SSL remote access to over 85K Intel employees and contractors.

·         Maintained Network and Security infrastructure to corporate standards, including DR, SAS70, and SOX audits.

·         Analyzed and drove process improvements (change/configuration/release management), and efficiencies through automation (tools), and infrastructure projects (upgrades, consolidation, & end-of-life).

·         Defined roles and responsibilities, development plans, and bi-annual objectives that align with the organizations Strategic Objectives for individuals.  Developed employee technical and soft skills through training and certification.

Intel, Chantilly, VA         Global Technical Services Manager/Data Center Manager                2000 to 2003                                                     

Provided managed hosting solutions to external customers, and managed server and network infrastructure for Intel Online Services Technical Services organization.  Managed a global organization that provided technical expertise to support timely and quality customer integrations, drive improvements to infrastructure and customer environments for stability and reliability, complete customer assessments, provide escalation support, manage technical vendor relationships, and project tracking.  Align with other business groups outside of Technical Services (Engineering, Marketing, Sales, and Customer Services) to keep the end goals on track.  Managed a staff of 30 employees, including group leaders, system integrators, and network engineers.

·         Provided web based, managed hosting solutions to customers.

·         Introduced new services and repeatable designs for standard offerings within Intel Online Services.

·         Managed server, storage (SAN/NAS), and network Infrastructure operations for Intel Online Services and maintained flawless execution of customer and infrastructure changes at 4 datacenter hubs globally.

·         Led internal projects; maintain global alignment between regional data centers, set coaching and direction.

·         Analyzed and drove process improvements, and efficiencies through projects.

Sallie Mae, Reston, VA           Director Technical Support/Database Manager                         1993 to 2000

Provided Technical and Operational support for Sallie Mae’s Client/Server and Internet/Intranet platforms.  Projects included designing global architecture for major business functions and providing system support to over 3500 users on over 150 servers.  Deployed and provided support for Desktop services, Internet based Loan Originations system, Distributed imaging and workflow applications, Human Resource systems, and Payroll systems.  Supported infrastructure services, including, Domain Controllers, Domain Name Services (DNS), firewalls, systems monitoring, network backup, Fax services, and credit bureau services.

·         Led a matrix team to build Sallie Mae’s Internet infrastructure (DMZ) utilizing IP Redirector technology, firewalls, switches, with multiple web and database servers.

·         Developed and implemented an automated and unattended enterprise backup solution for Sallie Mae’s eight Loan Servicing Centers.

·         Relocated Sallie Mae’s Client/Server Data Center from their Herndon to Reston facility without impact.

·         Led technical architecture and implementation of new business initiatives including RFP’s.

AT&T, Herndon, VA                         Database Administrator/Developer                                   1986 to 1993

Analyzed, designed, and developed relational and hierarchical databases and code for AT&T Long Distance Service Ordering, Marketing, and Billing systems.                                                            

EDUCATION

The American University, Washington, DC - M.S. Information Systems

The Pennsylvania State University, State College, PA - B.S. Math with Computer Science

PROFESSIONAL CERTIFICATIONS

PMI Project Management Professional (PMP) certified, ISC Certified Information Systems Security Professional (CISSP), ITIL Foundations certified, ITIL Service Management (SLM) practitioner certified

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