Yyyyyy x. yyyyyy

Dynamic, innovative and customer-focused professional with years of progressively responsible technology and managerial experience. Skillfully troubleshoot issues as they arise and lead teams to achieve resolution using creative solutions. Able to communicate technical concerns in a manner that is easily digestible to individuals and groups at varying levels of technical aptitude. Serve as an effective agent of change and builder of progress-focused teams; adept at guiding and empowering others using mentoring and communication best practices. Excel autonomously as well as within a team setting. Well-versed in overseeing projects, emerging technologies and budgets in compliance with established protocols. Now seeking to advance into a Director-level role or similar that will offer prospects for career growth. Also open to an IT Manager role with a new company.

         Led the ITSM migration Remedy to Service Now for Change, Incident, Problem, Service and Knowledge Management for Scripps; also updated Data Center Planner tool to Trellis and led all related personnel trainings

         Launched Colocation Power Management Utility Sentry Power Manager (SPM) and trained Scripps staff in its use

         Founded and led the Desktop Engineering and Remote Desktop Support Level 2 Support Teams at Scripps

         Headed an EMR Project that involved the PC upgrades for 3.8K desktops for Scripps Health; received a federal funds reimbursement for more than $1M for the effort

         Managed PC requirements and installed the new Autopsy Center at Emanuel Hospital during tenure with Legacy; also led 500 PC refresh processes throughout the organization s five core hospitals

         Devised and introduced a highly effective permanent work-from-home model for Regence using Cisco personal routers/RDP solution and VOIP phones

         Managed a series of software license tracking projects and established a team of Product Coordinators with Regence also

         Possess advanced skills in network monitoring, server patching, afterhours remote desktop support, storage and application monitoring, capacity planning, data processing and change management

Scripps Health

Manager Data Center Operations, 2014-Present

         Report to the AVP of Enterprise Architecture to oversee operations within a team that delivers continued operational support for Scripps Health Systems 24/7/365 in an advanced Technical Operations Center (TOC) setting

         Serve as the foremost contact for all problem management, operational monitoring and processing matters within the system

         Launched and currently manage ITIL-based Service Now Change and Problem Management processes

         Develop and refine the team s technical skills as it relates to the new Technical Operations Center, as well as PC remote and deskside support afterhours, the latter of which directly contributes to a reduction in overtime

         Spearheaded a New Data Center Project, which involved founding new Colocation Data Centers and developing a migration plan

         Created a system-wide IS Communication Portal used to report scheduled and unscheduled interruptions

Manager Devices and Desktop Services, 2009-2014

         Reported to the Director of Network and Devices to lead Engineering Desktop Solutions operations, including supervising a 53-member staff team including 33 full-time and 20 contracted or temporary positions

         Efficaciously led a series of intricate Infrastructure Desktop Projects that supported over 16K desktops and laptops within the Scripps network of five major hospitals, three primary administrative buildings and nearly 70 additional clinics

         Also managed technical functions for numerous research facilities throughout the Xxxxxx area

         Founded and supervised teams for Desktop Engineering and Remote Desktop Support Level 2

         Engaged actively in the ITSM Remedy upgrade to V7.6 and developed an internal IT PC-Store, the latter of which allowed for expedited build and delivery

         Automated and developed universal image and automated deployment using HP services, along with software and patch management deployments

         Spearheaded a Windows 7 upgrade with much success

Yyyyyy x. yyyyyy

Legacy Health Systems

Supervisor / Desktop Support, 2008-2009

         Effectively managed projects, as well as directed over 25 desktop support staff to service more than 9.5K PCs and laptops throughout the Legacy Health system

         Oversaw technical functions across five major hospitals and more than 20 clinics throughout the Vancouver, WA and Portland, OR metro areas

         Led PC refresh/moves, break fix, new installations and delivery of metrics and feedback to the Engineering Team for use in developing system and process enhancements

         Proved successful in automating the evaluation processes for slow-performing PCs and fix analyses

         Partnered with the Remedy contracting firm to upgrade the ITSM Remedy system to version 7; also headed a Windows upgrade of all desktops to the newest software version and all PC/printer upgrades and new installations

         Proved to be an integral player during a printer refresh project in conjunction with vendor IKON

o    Reduced paper-forcing, double-sided printing and removed personal printers from locations where they were deemed unnecessary

o    Deployed core large printers across five hospitals; achieved almost $1M in total cost savings as a result

Regence-Blue Cross Blue Shield

Manager/Project Manager for Desktop Engineering & Telecom, 2002-2007

         Directed project efforts and supervised a motivated, goal-focused Engineering Team

         Analyzed and implemented solutions to support desktop operating systems including 450 applications for more than 9.5K customers

         Prepared budget information for staff, as well as software and hardware for independent infrastructure projects totaling over $1.5M each year

         Engineered a remote access consolidation migrating from Citrix to RDP servers using RSA 2 factor authentication

         Managed an LDAP Migration project from Novell to Microsoft

         Led a company upgrade to Office 2007, as well as the development of a second-level remote desktop support area

         Supervised progress at all phases of an IT Team Room online chat support effort, as well as a laptop encryption project

         Centralized both IT and corporate communications endeavors

         Also engineered a printer mapping utility for use across all desktops

Sr. Administrator Server & Desktop, Regence-Blue Cross Blue Shield (1994-2002)

Computer Operator/Shift Supervisor-Datacenter Operations, Regence-Blue Cross Blue Shield (1979-1994)

Also owned a part-time business that served as a regional representative of Tabasco; consisted of a small kiosk business with eight small stands in stores that did not have the company s items available on-location for the public

Courses, Architectural Design and Computer Science, Portland State University

Certifications, ITIL v3, Novell Netware v6.5, UNIX Solaris, Citrix, VTAM / MVS / CICS

Served as President of the local Neighborhood Association

Also helped many organizations engage in fundraisers e.g. the

Willamette Valley Hospital Gala in Oregon City, golf outings and events

Yyyyyy x. yyyyyy

March 19, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am pleased to submit my application materials for the (INSERT TITLE OF TARGET POSITION) vacancy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifications include the following accomplishments:

• As a senior-level professional in the IT sector, I bring to any position years of progressive project and operation management experience.

• My goal moving forward is to progress within my current role or secure a management-level position with a new company that will offer me the opportunity to grow and learn in a challenging, innovative setting.

• Across the most recent jobs I ve held, including almost 10 years with my present employer Scripps Health, I ve been entrusted to lead projects that serve to increase levels of operational efficiency.

• I m also a subject matter expert as it relates to remote support functions and management of 24/7 technical assistance program offerings.

• Over the course of my impressive career, I ve grown adept at mentoring and inspiring my supervisees and peer colleagues to achieve success. I lead by example, as well as develop and sustain lasting relationships with stakeholders at all levels, both individually or within a team setting.

• I boast a track record for delivering comprehensive direction in deadline-driven settings that call for flexibility, time management and the ability to work well under pressure. I am often regarded by others as a valuable trainer and mentor.

• In addition to engaging in college-level coursework focused on architecture design and computer science, I have also completed in certifications for ITIL v3, Novell Netware v6.5, UNIX Solaris, Citrix, VTA, MVS and CICS.

I am a focused, capable and highly experienced applicant committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your organization and look forward to interviewing with you in the near future.

Yours Truly,

Yyyyyy x. yyyyyy

Enc. Resume