Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
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Technology & Professional Services
www.javiroberts.com™
Villas
Metroplex
972-571-1234
javiroberts@gmail.com
I
am a career Information Technology Manager,
Engineer, and Helpdesk Manager/Analyst with additional experience in Web Design,
Web Development and Graphic Art. As indicated below, my full-time and
contract employers have consistently added leadership responsibilities to my
portfolio during each engagement.
CompuCom/Citigroup/Intel
Contract Helpdesk Data Analyst (10/2011
– 01/2012)
SUMMARY: Perform global BMC Remedy Helpdesk ticket analysis. Identify root-cause and determine whether
Intel’s vPro remote desktop-management product could have been used to resolve
the user’s technical issue.
· Project scope included 90,000+ tickets
· Analysis consisted of 1200 to 2000 tickets per day
· Applied Six Sigma tracking and measurement methodologies
· Performed quality assurance auditing and compliance
· Analysis required extensive experience with Helpdesk and Infrastructure
Operations
Dell/RMS
Contract Transition Manager (07/2011
– 09/2011)
SUMMARY: Transition 350 hotel locations to Dell’s outsourcing support
model.
· My project scope encompassed transitioning all hotel network and server
technologies
· Analyzed customer documentation and knowledge base articles
· Interviewed incumbent service provider and site SME’s, documented current
state of operations
· Create swim-lane flow documentation describing new future-state of
operations
· Obtained customer sign off for new future-state operations
Webpedal.com
Account Manager/Website Designer (08/2009
– 06/2011)
SUMMARY: Design, build, and test company websites to achieve corporate
online goals. Create project plans and
schedules to accurately reflect the website creation process, build-status and
cost management.
· Functional design and wireframe creation
· User Experience (UI/UX)
· XHTML, HTML and CSS coding
· Graphic design and asset creation (Photoshop CS5, GIMP)
· Adobe CS5 Creative Suite workflow (Dreamweaver, Illustrator, Photoshop,
Fireworks, Flash)
· Search engine optimization (SEO)
· Webmaster operational support
· Site analytics analysis/interpretation
· Domain management and branding
Ericsson
Contract Data Center
Engineer (09/2008 – 07/2009)
SUMMARY:
Telecommunications Managed Services engineering and management of two
geo-diverse data centers and one collocation facility. Platform dimensioning, diagramming,
installation and ongoing maintenance and support –
·
Tier
III wireless telecommunications Data Center Engineer with oversight of a 10,000
sq. ft. local data center, 6,000 sq. ft.
remote data center and a 1000 sq. ft. collocation raised floor space.
·
Project
Management
·
Rack
dimensioning
·
Rack,
stack and cable installation
·
Multi-Vendor
management
·
$500k
operational and capital expenditure budget management
·
Developed
an asset management program to reduce costs
Blockbuster
Corporate Technology
Operations Analyst, Acting
Data Center and Helpdesk Manager (07/2007
– 08/2008)
SUMMARY: Operations
Management and support of distributed retail Windows/NT and UNIX environments. Data Center and Helpdesk management functions
were add-on responsibilities to the Operations Analyst position.
·
Tier
II Data Center Manager, 300 Windows and UNIX distributed retail servers
·
20,000
sq. ft. raised-floor environment.
·
Infrastructure
planning, rollouts, and maintenance responsibilities for 5000+ retail stores
·
Helpdesk
Management, 2,300 average monthly support transactions
Citigroup/Apex
Contract Helpdesk Analyst (04/2007
– 06/2007)
SUMMARY: Inbound Helpdesk Analyst working
with an international customer base to resolve Level-1 technical issues. Specialized in Level-2 external customer
identity authentication and account access resolution.
· Ticket creation, updates and follow through to resolution – cradle to
grave ticket ownership
· Active Directory (AD) manipulation and problem resolution
· Application software problem resolution
· Hardware error identification and end-user consultation
· Network problem identification, escalation and resolution.
The City of Plano
Contract Risk Management Business
Analyst and Technical Writer (05/2006 – 03/2007)
SUMMARY: Process engineering implementation and procedure-manual
authorship. Disaster Recovery (DR) activities were add-on responsibilities to
the Analyst/Technical Writing position.
·
Delivered a 16-point proposal to reduce
costs and streamline operational efficiency
·
Developed a city-wide events process and
procedure manual.
·
Designed and implemented a document claim-management
process for the Risk Department
·
Developed a Request for Proposal (RFP)
down-select review system
Citigroup/Apex
Contract
Desktop Relocation Leader (03/2006 – 07/2006)
SUMMARY:
Led the relocation of departmental desktop equipment to Citi’s new Irving, Las
Colinas location.
· Managed from 3 to 15 desktop support technicians
· Performed employee scheduling and time keeping administration
· Relocated from 100 to 250 desktop workstations per project phase
· Installed, tested, and troubleshot workstations for functionality
· Obtained customer sign-off and acceptance for each project phase
Website Graphic
Designer
Freelance Website Graphic Designer (09/2004
– 04/2006)
SUMMARY: Design, build, and test company websites to achieve corporate
online goals. Create project plans and
schedules to accurately reflect the website creation process, build-status and
cost management.
· Functional design flowcharting
·
L – Using text editors
· Graphic art creation (Photoshop 7)
· Webmaster operational support
Blockbuster
Corporate Technology
Contract Technical Problem/Incident
Manager (06/2004 – 08/2004)
SUMMARY: Led technical groups in the identification
and resolution of severity 1 and 2 operational problems.
·
Go-to Manager for all severity 1 and 2 technology delivery
issues
·
Chaired conference calls consisting of from 3 to 20
SME’s
·
Time and SLA management
·
Provided time and/or cost estimates to senior
management
·
Created and distributed problem status to contact
distribution groups
·
Finalized Root Cause Analysis (RCA) and Remedy
ticket closure
Computer
Sciences Corporation (Overall
09/1997 – 02/2004)
Global Availability Manager (08/2003
– 02/2004)
SUMMARY: Led cross-functional
technology teams supporting an international telecommunications client
engagement. Global Availability Manager was a promotion from Site Service
Delivery Manager.
·
Tier I, II and III Data Center Service
Delivery Manager
·
Achieved 99.98% SLA/KPI availability for
over 5000 UNIX and Win/NT servers
·
Provided technical problem evaluation and
risk mitigation
·
Directed all global incident management
recovery efforts.
· Maintained an annual 8% cost reduction mandate
Site
Service Delivery Manager (05/2001
– 07/2003)
SUMMARY: Delivery
responsibility for the following services: Service
Catalog, Distributed Computing, Helpdesk, Desk Side Support,
Mainframe, Network Administration, Disaster Recovery, Batch Scheduling, Print
Services, CMDB and Audit Compliance Management. Promoted to Global Availability
Manager.
· Provided technology delivery management for five national financial services
units
·
Oversight of a $6 million annual budget
·
Consistently achieved SLA goals through
process re-engineering initiatives
·
Directed all national incident management
recovery efforts.
·
Elevated customer satisfaction ratings
from the lowest to the highest rating within 12 months
·
Managed Statement and Auditing Standards
#70 (SAS70) and Sarbanes/Oxley (SOX) auditing.
·
Led the facility restack effort for 1000+
desk side workstations from Dallas to Irving, Texas
Service Delivery Transition Manager
(11/2000
– 04/2001)
SUMMARY: Successfully
led the evolution of regional IT support organizations from a dedicated support
model to a cross-functional support model.
Transition management was an add-on responsibility to the Site Service
Delivery Management position.
·
Transitioned CSC’s IT support model
throughout the financial services enterprise
·
Provided oversight of new model
implementation
· Cost savings were estimated to be $8 million - $8.75 million in
the fifth year of operations
Data Center Manager (09/1997
– 10/2000)
SUMMARY: Scope included
Console Operations, Helpdesk, Batch Scheduling, Tape and Print Operations,
Network Administration, Storage, and Facility Management in a
mainframe/distributed computing environment. Promoted to Site Service Delivery
Manager.
·
Resolved significant Data Center service
delivery issues
·
Conceived and implemented Change
Management best-practice
·
Established SLAs and customer satisfaction
surveying methods
·
Created and managed a 24/7 Helpdesk
·
Wrote and implemented best-practices
procedures for a staff of 30
·
Developed IT SAS70 audit preparation
process and managed audit compliance
·
Norwich, Connecticut Data Center
Availability Project Manager
Education
& Professional Development
·
Collin College – currently enrolled in the
Web Development degree program
·
Six Sigma Greenbelt
·
Executive Presentation Coursework
·
Total Quality Management (TQM) Trained
·
SAN Storage Management Principles
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