Jorge Couto Email & Phone Number

Warminster, PA, US

Warminster, PA, US

Philadelphia, Pennsylvania, US

• Strategically planned and executed IT infrastructure and operations after a company spinoff. Delivered service desk, end-user computing, networking, servers/storage, datacenter, and O365 support for 3.5k employees in.
• Forged and strengthened relationships with managed service providers. Finalized and tracked SLAs, measured performance, and systematically increased the service desk resolution rate by 40% within six months, leading to.
• Strengthened security posture through the effective implementation of security controls.
• Incrementally improved Microsoft Teams' adoption rate after introducing a standard Teams site creation process to improve collaboration in an increasingly complex remote work environment.
• Automated workflows and approval processes with the usage of Microsoft Forms, SharePoint, and Power Automate. Improved employee onboarding and contract approvals.
• Deployed SharePoint training, leveraged Power BI reporting, and campaigned with corporate communications to drive increased O365 usage.

Houston, Texas, US

• Collaboratively led IT infrastructure, service desk, end-user computing, networking, servers, storage, datacenter, O365, and Azure services that supported 3k+ employees during a time of acquisition and transformation..
• Instituted cloud and local cache storage that improved client project delivery through increased delivery center collaboration. Reduced technology expense and enhanced business continuity and disaster recovery.
• Re-focused the business portfolio and restored profitability after divesting 75% of the company. Coordinated the implementation of multiple IT transition and migration services.
• Reduced redundant WAN circuits and re-structured service contracts that aligned with a more focused engineering organization. Lowered IT costs by $10k monthly and simultaneously streamlined operational efficiency.
• Successfully upgraded four VMware vCenters and 53 host servers from vSphere 5.1 to 6.5 in support of security requirements. Delivered the project on-time, within budget, and with zero production impact.
• Re-organized and outsourced Service Desk, Infrastructure, and Application IT service delivery. Analyzed RFP responses, measured IT services TCO, and transitioned services to align with a more compact, nimbler.

Houston, Texas, US

• Partnered with leadership teams in the design and implementation of an IT service delivery strategy. Provided oversight and management for network, server, storage, and datacenter, service desk, and end-user computing.
• Select an AT&T hosting solution, implemented Cisco LAN\WAN Data Center network topology, and negotiated discounted WAN costs.
• Seamlessly transitioned the Data Center to AT&T's hosting solution. Executed the change with all systems operational within 48 hours and zero unplanned outages.
• Consolidated field IT support teams and eliminated redundant positions, which increased the consistency of IT operational delivery processes. Improved ticket response times by 20% and boosted customer satisfaction by.
• Guided the outsourcing of NOC services through RFP selection, SLA negotiation, and MSP implementation. Expanded the Network and Datacenter Operations to 24/7 availability, which improved system/network uptime.
• Drove the upgrade of the production SAN to eliminate EOSL and redundant storage. Continuously searched for ways to enhance efficiency and productivity through the use of the latest technologies.

Houston, Texas, US

• Directly oversaw and supported 4k+ employees at 100+ global locations. Expanded operations, championed continuous improvement initiatives, and delivered outstanding stakeholder/customer service across the board.
• Spearheaded virtual technology (VMware) initiatives and adoption in a multi-tier deployment environment. Shifted and transformed hardware stacks, which reduced build errors and saved 70% on overhead costs.
• Eliminated tape backups after installing a disk-based data backup and offsite replication system. Constructed an all new business continuity/disaster recovery process that decreased data restoration time by 80%.
• Maximized the company's investments in virtual and disk backup technologies. Streamlined the recovery process for key business systems and improved the disaster recovery plan RTO to 48-hours and RPO to 24-hours.
• Deployed Microsoft SCOM that enhanced the monitoring and efficiency of escalated issues. Minimized the impact of incidents to Active Directory, critical systems, and applications. Slashed MTTR by 20% overall.
• Standardized web content release management, installed new operational support processes, and transitioned recruiting websites to on premise web hosting infrastructure.

Houston, Texas, US

Initially, I was hired as Manager of Network Operations Center (2001-2005) where I formed the Network Operations Center that consolidated multiple autonomous business units into a centralized operational platform. When I was promoted (2005-2006), I added responsibility for continuous operational monitoring and support of all enterprise-wide IT systems and.

I was recruited by the founders to this internet collaboration and content management startup company to design and implement network and support services. The role covered a broad range of functions from designing cubicles and pulling network wiring to building teams and processes to configuring router, firewall, and VPN access. I implemented the LAN and.

This role covered strategic planning as well as daily operations of the Computer Operations and Help Desk Teams. I implemented the enterprise-wide help desk and provided technical support while rolling out new testing delivery system.Industry:Higher Education

Cyber Threat Analytics And Prevention Graduate Ceritifcate, Computer And Information Sciences And Support Services

Bba, Finance