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Ruby Shimizu
ruby.shimizu@gmail.com Ÿ (510) 586-9876 ŸHayward, CA 94001
Senior IT Professional
IT leader with extensive IT management, consulting and hands on experience in all areas of infrastructure, operations, development, project management and service delivery. Proven record of delivering business results, process improvements, superior customer satisfaction and operational excellence. Passionate team builder with solid track record in developing and mentoring staff at all levels.
SKILLS SUMMARY
Indepth knowledge and experience leading strategic IT initiatives in complex organizations.
Managed global groups supporting 24x7 mission critical infrastructure, applications, and support.
Experienced in business planning, budgeting, metrics, strategic roadmaps and vendor management.
Proven ability to synthesize business strategy and deliver cost effective solutions.
Demonstrated success in project management, IT auditing, process reengineering and development.
Significant infrastructure project experience including M&A, consolidation, upgrades, Call Centers, Data Centers, application support, capacity planning, BCP, governance, alignment of business & IT.
Capable of leading technical discussions across IT and working with heavily matrixed organizations.
PROFESSIONAL ACCOMPLISHMENTS
Palo Alto Networks, Santa Clara, CA 2012
Senior IT Consultant / Project Manager
Analyzed the Call Center environment. Defined current condition, future requirements and performed a gap analysis. Created Business Requirements Document and RFP to locate an enterprise level Contact Center solution that provides stability, reliability, extensibility, global serviceability and can be used as a customer service differentiator from their competitors.
UNISYS, Santa Clara, CA 2010 2011
Service Delivery Manager
Managed service delivery, Call Center, application development, project management and operations for the City of Santa Clara. Drove service provision evolution and infused industry best practices for support and services. Fostered an innovative high performance work team culture that strives to embody the clients IT vision. Ensured client satisfaction and account success and attained revenue targets.
Increased system availability 25% after implementing ITIL Problem, Change and Incident management processes and procedures. Highlighted as a Unisys best practice account.
Significantly improved project delivery and resource utilization by implementing PMO tools and best practices.
Responsible for the overall direction and success of the practice including the management to attain revenue and contribution margin for Managed Services and Support Center.
Completed major Data Center upgrade and server virtualization without any service interruption.
Ensured hardware and software assets are effectively managed and licenses are compliant.
INFORMATICA, Redwood City, CA 2007 2010
Senior Manager IT
Directed End User Computing, Help Desk, Data Center services and project management. Created system and service management strategic roadmap. Managed DC and ensured maximum availability of servers and SOX compliance. Ensured external service providers met SLA and deliverables.
35% reduction in end user down time by empowering users and streamlining processes.
Reduced workstation investment 20% by implementing global asset management process.
Managed systems and support integration for four company acquisitions.
Reduced desktop system expenses and server downtime by deploying Altiris tools and processes.
Successfully deployed Windows 7 to global Sales team without disrupting business.
COUNTY OF RIVERSIDE DEPT OF SOCIAL SERVICES, Riverside, CA 2006 2007
Information Technology Officer
Directed IT infrastructure, network services, project management, and application development and support. This included the Call Center, End User Support, business continuity and enterprise management. Ensured projects adhered to the PLcM methodology. Facilitated technical and functional reviews for business solutions, productivity improvements and new technology.
50% improvement in customer satisfaction and first call resolution by re-engineering Service Center.
25% improvement in social worker efficiency by deploying mobile office and collaborative technology.
Significantly improved end user satisfaction using ITIL disciplines. Developed service level agreements and published dashboards and metrics to ensure accountability to clients.
RYS CONSULTING, Riverside, CA (Sole Proprietorship) 2004 2006
Sr IT Consultant / Project Manager
Delivered technical and business solutions by aligning technology and processes with business strategies. Facilitated and organized proposals, vendor analysis, risk assessments, road maps, and deliverables. Ensured projects were on schedule and within budget.
Developed the business model, project plan, support infrastructure and deployed an industry leading e-commerce application and Call Center for Axiom Automotive Technology. This resulted in significant increases in customer adoption and reduction in infrastructure costs.
Created the strategic roadmaps and infrastructure plans that enabled Meruelo Enterprises to scale for growth and acquisition. Created project portfolios and initiated key projects to increase revenue and field data collection. Defined IT policies for architecture, security, support, disaster recovery.
IGNITION MORTGAGE TECHNOLOGY, Sausalito, CA 2003 2003
Director Technical Operations
Provided 24x7 nation-wide application services and Call Center support for SaaS offerings. Managed infrastructure projects and technology. Performed product quality control, change management and ensured compliance to development life cycle methodology.
SAS 70 certification accomplished by preparing the company to pass in-depth service audits.
40% reduction in Call Center escalations and improved on time delivery of projects and product.
Relocated two Data Centers and networks which significantly reduced costs and increased capacity.
KLA-TENCOR, Milpitas, CA 1999 2002
Senior Director Worldwide Operations and Support Services
Directed global staff responsible for IT infrastructure, network, Help Desk, end user support, project management, and Data Center operations. This included disaster recovery/business continuity, mergers & acquisitions, offshoring, and security. Developed strategic infrastructure and support plans, IT roadmaps, and computing economic models. Managed outsourced services.
30% reduction in desktop TCO by changing the IT support paradigm.
Managed infrastructure and service integrations for M&As, creation/moves/expansions/closures for Data Centers, Call Centers and remote offices.
Created IT PMO, service costing model and implemented a project life cycle methodology.
Successfully outsourced Help Desk and off shored product development to India.
45% improvement in project delivery time accomplished while reducing project budgets 10%
Transformed IT groups into high performance teams recognized with numerous company awards for support excellence, innovation and rapid deployment of systems.
LUCENT TECHNOLOGIES / OCTEL MESSAGING DIV / VMX, Milpitas, CA 1991 1999
Director Enterprise Services
Directed global IT staff responsible for infrastructure, network, Help Desk, end user support, web services, Data Center and system administration. This included ISO certification, project management, disaster recovery, mergers & acquisitions and security.
SILICON GRAPHICS / Mountain View, CA 1989 1991
Senior Information Services Manager
Managed IT Operations, end user support, communications, Help Desk and project management. Drove IT infrastructure projects and deployment of new technology.
EDUCATION
BS Business Administration - Management, San Jose State University, San Jose, CA
ruby.shimizu@gmail.com Ÿ (510) 586-9876 ŸHayward, CA 94001
Senior IT Professional
IT leader with extensive IT management, consulting and hands on experience in all areas of infrastructure, operations, development, project management and service delivery. Proven record of delivering business results, process improvements, superior customer satisfaction and operational excellence. Passionate team builder with solid track record in developing and mentoring staff at all levels.
SKILLS SUMMARY
Indepth knowledge and experience leading strategic IT initiatives in complex organizations.
Managed global groups supporting 24x7 mission critical infrastructure, applications, and support.
Experienced in business planning, budgeting, metrics, strategic roadmaps and vendor management.
Proven ability to synthesize business strategy and deliver cost effective solutions.
Demonstrated success in project management, IT auditing, process reengineering and development.
Significant infrastructure project experience including M&A, consolidation, upgrades, Call Centers, Data Centers, application support, capacity planning, BCP, governance, alignment of business & IT.
Capable of leading technical discussions across IT and working with heavily matrixed organizations.
PROFESSIONAL ACCOMPLISHMENTS
Palo Alto Networks, Santa Clara, CA 2012
Senior IT Consultant / Project Manager
Analyzed the Call Center environment. Defined current condition, future requirements and performed a gap analysis. Created Business Requirements Document and RFP to locate an enterprise level Contact Center solution that provides stability, reliability, extensibility, global serviceability and can be used as a customer service differentiator from their competitors.
UNISYS, Santa Clara, CA 2010 2011
Service Delivery Manager
Managed service delivery, Call Center, application development, project management and operations for the City of Santa Clara. Drove service provision evolution and infused industry best practices for support and services. Fostered an innovative high performance work team culture that strives to embody the clients IT vision. Ensured client satisfaction and account success and attained revenue targets.
Increased system availability 25% after implementing ITIL Problem, Change and Incident management processes and procedures. Highlighted as a Unisys best practice account.
Significantly improved project delivery and resource utilization by implementing PMO tools and best practices.
Responsible for the overall direction and success of the practice including the management to attain revenue and contribution margin for Managed Services and Support Center.
Completed major Data Center upgrade and server virtualization without any service interruption.
Ensured hardware and software assets are effectively managed and licenses are compliant.
INFORMATICA, Redwood City, CA 2007 2010
Senior Manager IT
Directed End User Computing, Help Desk, Data Center services and project management. Created system and service management strategic roadmap. Managed DC and ensured maximum availability of servers and SOX compliance. Ensured external service providers met SLA and deliverables.
35% reduction in end user down time by empowering users and streamlining processes.
Reduced workstation investment 20% by implementing global asset management process.
Managed systems and support integration for four company acquisitions.
Reduced desktop system expenses and server downtime by deploying Altiris tools and processes.
Successfully deployed Windows 7 to global Sales team without disrupting business.
COUNTY OF RIVERSIDE DEPT OF SOCIAL SERVICES, Riverside, CA 2006 2007
Information Technology Officer
Directed IT infrastructure, network services, project management, and application development and support. This included the Call Center, End User Support, business continuity and enterprise management. Ensured projects adhered to the PLcM methodology. Facilitated technical and functional reviews for business solutions, productivity improvements and new technology.
50% improvement in customer satisfaction and first call resolution by re-engineering Service Center.
25% improvement in social worker efficiency by deploying mobile office and collaborative technology.
Significantly improved end user satisfaction using ITIL disciplines. Developed service level agreements and published dashboards and metrics to ensure accountability to clients.
RYS CONSULTING, Riverside, CA (Sole Proprietorship) 2004 2006
Sr IT Consultant / Project Manager
Delivered technical and business solutions by aligning technology and processes with business strategies. Facilitated and organized proposals, vendor analysis, risk assessments, road maps, and deliverables. Ensured projects were on schedule and within budget.
Developed the business model, project plan, support infrastructure and deployed an industry leading e-commerce application and Call Center for Axiom Automotive Technology. This resulted in significant increases in customer adoption and reduction in infrastructure costs.
Created the strategic roadmaps and infrastructure plans that enabled Meruelo Enterprises to scale for growth and acquisition. Created project portfolios and initiated key projects to increase revenue and field data collection. Defined IT policies for architecture, security, support, disaster recovery.
IGNITION MORTGAGE TECHNOLOGY, Sausalito, CA 2003 2003
Director Technical Operations
Provided 24x7 nation-wide application services and Call Center support for SaaS offerings. Managed infrastructure projects and technology. Performed product quality control, change management and ensured compliance to development life cycle methodology.
SAS 70 certification accomplished by preparing the company to pass in-depth service audits.
40% reduction in Call Center escalations and improved on time delivery of projects and product.
Relocated two Data Centers and networks which significantly reduced costs and increased capacity.
KLA-TENCOR, Milpitas, CA 1999 2002
Senior Director Worldwide Operations and Support Services
Directed global staff responsible for IT infrastructure, network, Help Desk, end user support, project management, and Data Center operations. This included disaster recovery/business continuity, mergers & acquisitions, offshoring, and security. Developed strategic infrastructure and support plans, IT roadmaps, and computing economic models. Managed outsourced services.
30% reduction in desktop TCO by changing the IT support paradigm.
Managed infrastructure and service integrations for M&As, creation/moves/expansions/closures for Data Centers, Call Centers and remote offices.
Created IT PMO, service costing model and implemented a project life cycle methodology.
Successfully outsourced Help Desk and off shored product development to India.
45% improvement in project delivery time accomplished while reducing project budgets 10%
Transformed IT groups into high performance teams recognized with numerous company awards for support excellence, innovation and rapid deployment of systems.
LUCENT TECHNOLOGIES / OCTEL MESSAGING DIV / VMX, Milpitas, CA 1991 1999
Director Enterprise Services
Directed global IT staff responsible for infrastructure, network, Help Desk, end user support, web services, Data Center and system administration. This included ISO certification, project management, disaster recovery, mergers & acquisitions and security.
SILICON GRAPHICS / Mountain View, CA 1989 1991
Senior Information Services Manager
Managed IT Operations, end user support, communications, Help Desk and project management. Drove IT infrastructure projects and deployment of new technology.
EDUCATION
BS Business Administration - Management, San Jose State University, San Jose, CA
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