Harold Vickers Email & Phone Number

Atlanta, Georgia, Us

* Lead direct and indirect resources to define and achieve IT strategic and operational objectives.* Manage the migration from on-premises infrastructure to AWS.* Lead the company Private Data Mapping project.* Manage the project and team to improve the cybersecurity score to meet Roper requirements.* Lead company initiative to improve employee morale and engagement.* Define, review, and approve policies to meet SOC audit requirements.

Atlanta, Georgia, Us

As an expert IT Operations resource and member of the leadership team, I am responsible forInfrastructure and Operations:* Manage resources responsible for networking infrastructure, systems administration and security.* Responsible for managing the migration of on-premises infrastructure to AWS.* Responsible for the migration of Oracle Exadata to AWS. This includes project management and vendor management.Application Support:* Manage the team of support professionals responsible for several SaaS offerings* Inculcate the team and the organization with an understanding and appreciation for IT Service Management and associated processes.* Continuous service improvement and change management

Basking Ridge, Nj, Us

* Reduced the employee turnover rate through active listening, emotional intelligence, and direction of team focus.* Worked with the managers of offshore resources to ensure consistent global coverage.* Reduced the number of HR interventions.* Assessed impediments to team productivity and changed processes accordingly.* Introduced ITIL Incident Management and Transition processes to support and project teams.* Improved and authored knowledgebase articles and process documentation.

My responsibilities included* Maintaining productive direct customer contact under stressful situations* Organizational assessment and process improvement* Resource management* Application of my strong technical background to help with incident resolution

Challenge: Modernize commercial IT Service Management for this payments software firm. Introduce and implement the ITIL framework and processes with an emphasis on Service Operations, Incident and Problem management. Recruit and train Service Management staff. Based on customer needs and future growth, develop a model for staffing the support function. Strengthen the collaboration between Production Support, Release Management, and Application Development.Results: * Worked directly with IT senior management at some of the world’s largest banks to transition services to Operations and to negotiate and define support models.* Implemented best practices necessary to ensure the support function’s scalability with respect to the company’s growth expectations.* Implemented a new ITIL compliant Service Management tool for Incident and Problem management. This included vendor research, use case development, vendor testing and tool development.* Managed direct and indirect resources to ensure the best possible customer support.* Recruited, hired and trained expert support personnel.* Resource Management - Developed and continually improved the support staffing model to meet ever-changing customer needs.

Basel, Baselstadt, Ch

Challenge: Improve the perception and productivity of a team of Oracle DBAs, Unix and network specialistsresponsible for 24x7 support (Incident Management, Problem Management, Change Management) of business-critical IT environments and applications. Strengthen partnership with Application Development and increase responsibility for validation, testing and transitioning of new/updated software into the production environment. Remove barriers to team effectiveness and improve morale. Identify opportunities for cost savings and process optimization.Results:* In less than a year, successfully managed the team’s interpersonal relationships and resolved issues that were inhibiting productivity. The dramatic improvement in team image and effectiveness resulted in the team’s reception of its first Business Excellence Award.* Formed strong professional alliances between the team and its business partners and customers.* Quickly identified the strengths and weaknesses of individual team members and effectively allocated resources across projects.* Identified hardware consolidation opportunities and reduced single department costs by more than $200,000 per year.* Collaborated with the business and the primary IT vendor to determine organizational SLAs.* Helped to develop the business continuity plan for the department.

Ms, Computer Science

Mba - Management Of Technology, Concentration In Finance