Resume - IT Manager with 20 years of experience in IT with 8 years of that being in a sup...

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Resume #84681

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OBJECTIVE: To obtain a challenging, IT-related, managerial position in a progressive team environment, where my diverse managerial, analytical, & administrative expertise can be best utilized.

STRENGTHS:
* 20 years IT related experience; 6.5 international
* Extensive managerial/supervisory experience
* Commended team player, excellent interpersonal skills
* Well-developed oral and written communication

Accomplishments and Experience:

04/02- IT Manager
08/08 PetroKazakhstan Kumkol Resources
Kyzylorda, Kazakhstan

* Managed all aspects of an integrated IT team, including Helpdesk, Infrastructure, and SAP/ERP functions. Directly responsible for Kyzylorda and the Kumkol oil field and 27 support staff, including team leaders and supervisors, ensuring consistent positive feedback.
* Acted as senior technical resource and mentor for national staff. This allowed staff to gain knowledge from my 20 years experience in a variety of computing environments.
* Developed and managed the IT capital and operating budgets, providing performance reports and analysis, consistently controlling costs, and coming within the budget limits.
* Developed and implemented department policies for use company-wide. This included e-mail usage, Internet usage, and security policies. This enhanced network performance with minimal impact to end-users.
* Ensured IT General Controls met PetroKazakhstan's SOX compliance requirements for December 31, 2007. Developed and implemented new departmental policies and procedures to ensure compliance requirements were met.
* Managed several small to medium scale projects. These projects included a domain migration, server OS upgrades from Windows 2000 to Windows 2003, and e-mail migration from Exchange 5.5 to Exchange 2003. All projects delivered on-time, within budget, and with minimal impact to the business.
* Participated in enterprise wide projects. This included SAP hardware and software upgrades across all company locations. Projects were delivered on-time thereby minimizing impact to the business.
* Trained local staff in support procedures used in North America. Also trained them on customer service concepts. This gave the national staff an insight into the support challenges and successes faced by their North American counterparts.
* Developed staff training plans to bring staff skill levels up to North American standards. This enabled staff to feel confident about working with new technology and gave staff in other department's confidence in our ability to do our jobs.
* Worked closely with national supervisor to introduce him to North American management concepts and techniques, at the same time meeting the Company's nationalization requirement.
* Developed and monitored annual performance objectives for the department. Staff performance was improved and more consistent in all locations.
* Provided a wide variety of support to staff in other departments, such as network administration, desktop support, and e-mail support.

06/01- Database Support Analyst
11/01 Canadian Pacific Railway
Calgary, AB

* Performed support functions for IMS and DB/2 databases to meet corporate requirements for e-¬mail and data storage
* Communicated with Change Management team about maintenance schedules thereby minimizing operational downtime
* Within 3 months demonstrated self-directed learning and flexibility in processing large volumes of training information on IMS databases and SQL, minimizing organizational costs
* Ensured database move jobs were scheduled and approvals granted to meet project timelines

11/99- Team Leader/Escalation Manager
06/01 Canadian Pacific Railway
Calgary, AB

* Managed day-to-day affairs of team, consisting of 20 people spread across Canada and the US. Directly responsible for the Western region and 9 support staff, ensuring consistent positive feedback.
* Interviewed and hired new staff, including practicum students. Oversaw administrative tasks for new hires, including setting up user accounts, payroll, etc. All newly hired staff have been a good fit for role and team.
* Managed team budget of $1.8 million and made sure that we were on target. Also responsible for all aspects of billing (corrections, credits, warranty refunds, etc.) from our 3rd party hardware vendor. Consistently met or exceeded budget goals.
* Acted as primary liaison between desktop support and help desk. Made sure service levels were met on high priority calls. Responsible for both Canada and the US. Impact on business minimized due to efficient handling of unforeseen outages.
* Coordinated after hour's service calls on high priority problems by being available 24õ7 all year. Minimized impact on team by being proactive and self-supporting.
* Developed several new processes and streamlined several existing processes to increase team's support efficiency. Saved company and team valuable time, money, and resources.
* Created, delegated, and managed internal team projects. Fostered better working relationship between team and other IS teams. Involved team in important departmental decisions.
* Researched and purchased new technologies to increase team's efficiency, such as digital cell phones and more powerful laptops. Increased team's productivity and morale. Kept team technologically up to date without negative impact on budget.
* In the last few months of this position, I was responsible for ensuring that the transition between the Desktop Support team and the outsource vendor went smoothly in the Western region.
* Assisted the Desktop Support team by doing support calls as positions were not backfilled when people transitioned to their new positions.

05/98- Systems Analyst
11/99 Canadian Pacific Railway
Calgary, AB

* As a member of the Desktop Services Team, I was responsible for responding to service calls including operating system support, network support, and connectivity support.
* Responsible for coordinating with other areas of the IS department to see service calls through to successful completion.
* Provided support to critical business areas, such as CP Rail Police, the Network Management Center, Rail Traffic Control, and the Crew Management Center.
* Provided back up for other locations in Canada and as part of my duties. Also provided phone support for remote locations, traveling to these sites as necessary to resolve outstanding issues.

07/94- PC Support Specialist
08/97 Kraft Canada Inc.
Calgary, AB

* Solely responsible for the support of users in the Calgary office, which numbered on average seventy people, as well as being responsible for all aspects of computers in the Calgary office.
* Handled many management duties such as project coordination and coordination of service calls with outside service providers.
* Other duties included Local Area Network support including some network administration in a Windows NT environment. Mainframe and AS/400 connectivity support, software support, and hardware support.
* Also responsible for support of specialized database applications, the programming of databases using Microsoft Access, and writing of macros.
* In charge of all computer inventory and record keeping relating to all aspects of the computing infrastructure.

Education
01/06 - Masters of Business Administration
12/08 University of Bradford Bradford, UK

01/93 - Bachelor of Arts (Major: Sociology; Minor: Management)
04/98 University of Calgary Calgary, AB

08/87 - Electronic Service Technician Certificate
04/88 NAIT Edmonton, AB

Specialized Courses: NT 4 Core Technologies; Customer Service Excellence; Project Management; NT 4 Systems Admin; NT 4 TCP/IP; NT 4 Enterprise Server; OS/2 Warp 4 Implementation and Support; Windows 2000 Support; Windows 2000 Active Directory; Interconnecting Cisco Devices; Introduction to SAP; SAP Basis Administration; ITIL v3 Foundation for IT Service Management

Networks: Novell; PC-NFS; Banyan; Lantastic; Apple Talk; Apple TOP; TCP/IP; Ethernet; Token-Ring; 10BaseT Ethernet; Windows NT; Cisco

Operating Systems: MS-DOS; Apple O/S; Unix; Windows 95; Windows NT; Windows 98; IBM O/S 2; Linux; Windows 2000; Windows XP; Windows Server 2003; Solaris 7 and 8

Software: Microsoft Exchange; SAP; Lotus Notes; Microsoft Office; HP Openview; Cisco Works; Rumba; Autocad; Microsoft Visio; Microsoft Project; Microsoft SQL Server; Oracle

Programming Languages: Miranda; C; SQL

Certifications: ITIL v3 Foundation for IT Service Management

References are available upon request.

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