Jonathan Ditrapano Email & Phone Number

Jacksonville, Florida, United States

Jacksonville, Florida, United States

• Oversaw IT Operations for network, server, and database infrastructure including physical data center, IT Security, O365, and end user services with 24x7x365 helpdesk and field technicians, for top-level customers.
• Provided global IT support for 200+ locations across 22 countries including APAC, EMEA, and LATM with annual volume of 25,000 incident / request tickets from regions outside of North America. Improved collaboration.
• Met or exceeded industry-leading performance metrics and SLA's for IT service delivery including 98% system availability, 99% voice/data network uptime, 95% backup/restore execution, 99% patching compliance, and.
• Improved IT Scorecard Overall Assessment provided by the customer from 80% to 95% for a global graphic design and printing company.
• Enhanced IT End User Satisfaction Survey scores from 64% to 96% for a national energy and waste management customer.
• Delivered consistent and quality mentoring, training, and on-boarding for teams of contractors and staff members in order to maintain exceptional levels of service delivery and accuracy, as well as ensure adherence to.

Jacksonville, Florida, United States

• Managed daily IT Operations in the areas of Networking, Security, Servers / Virtual Infrastructure, O365 / AD, Service Desk, Field Services, ITAM and ITSM, in addition to Physical Data Center, HQ conference room, and.
• Implemented ITIL framework to standardize, measure, and manage IT processes and drive continuous improvement resulting in 63% decrease in Average Time to Resolve (TTR) incident and request tickets.
• Instituted a "Field First" program to enhance on-site technical support for remote facilities, resulting in 30% reduction of issues and drove resolution time down by an average of 7 days.
• Executed a security awareness campaign for email phishing that resulted in a 30% reduction of successful phishing attempts for national waste management company and energy provider.
• Migrated customers to an automated monitoring and alerting system for IT infrastructure including servers, switches, firewalls, and UPC devices, for fleets of 3,000+ mission critical devices. Implemented automation to.
• Integrated Asset Management system with ITSM platform to amplify CMDB functionality with automated, expanded, inventory data and improved accuracy by 10% for 20,000+ devices.

Jacksonville, Florida, United States

• Orchestrated the planning, development, testing, implementation, and transition to support for a portfolio of more than 80 IT Projects for a Class 1 railroad customer with 18,000 users.
• Led project teams in planning and execution of various Security Initiatives including Firewall / VPN upgrades, antivirus and encryption deployments, multi-factor authentication (MFA), local and enterprise.
• Improved the end user experience via successful roll-out and ongoing support of many user focused initiatives including conference room modernization, self-service software installation, Windows 10 / Microsoft O365.
• Guided project teams through design and implementation of custom hardware/OS/application platforms for specific lines of business such as ruggedized tablets to deliver real-time work orders and updates to maintenance.
• Managed the Disaster Recovery program for End User Services department. Led DR team through annual preparation and testing activities, as well as actual DR/business continuity event during Hurricane Matthew (2016).

Jacksonville, Florida, United States

• Developed, implemented, and maintained an enterprise IT asset management program for a Fortune 250 customer by selecting and deploying an ITAM tool in conjunction with creating, activating, and managing new ITAM.
• Performed extensive software licensing audits and optimizations resulting in a cost savings of $6 million.
• Participated in external software audits with vendors like Microsoft, Adobe, Oracle, and IBM.Leveraged optimized license compliance and usage data from the ITAM system in order to maximize licensing position, avoid.
• Investigated and implemented open-source software alternatives which provided over $200,000 in cost savings annually.
• Designed and instituted an automated software harvesting process to recycle unused licenses for applications.

Jacksonville, Florida, United States

• Planned and implemented IT Projects for a Class 1 railroad customer. Collected requirements, drove architectural and design teams to develop solutions, executed proof of concept testing and and user acceptance testing.
• Designed and implemented a series of projects to modernize printing infrastructure and optimize printing and scanning processes across the railroad, resulting in a dramatically improved user experience, elimination of.
• Upgraded 12,000 user devices from Microsoft Windows XP / Office 2003 to Win 7 with Office 2007 including migration from 32 to 64-bit operating system which required compatibility testing for over 200 apps.
• Designed, tested, and implemented a solution to optimize delivery of mission critical train bulletins to conductors and engineers across the railroad. Performed back end migration from mainframe to Windows platform.

Jacksonville, Florida, United States

• Managed the daily operations of the printer support team for a customer with over 3,000 print devices spread across 600 physical locations, and utilized by 18,000+ employees
• Provided technical support for user printing issues and performed maintenance and upgrades on printers including wide format and dot matrix devices. Supported back-end print server and spooler environments including.
• Implemented a direct print mapping solution for remote rail facilities with limited bandwidth to improve print speeds by more than 500% at those locations.
• Enhanced security controls and best practices for print environment such as secure print, cloud printing with badge release, and secured email and network scanning using badge authentication, which resulted in perfect.