Jorge Polo Email & Phone Number

Atlanta, Ga, Us

Director of architecture, engineering and third-level support of Southern Company’s End User Environment including oversight of PCs, Virtualization, Mobility, Messaging, Collaboration, MECM, Asset Management, Print Services, Digital Literacy and owner of the Enterprise Collaboration Strategy.

Atlanta, Ga, Us

Managed the team responsible for delivery of business-critical applications and virtual desktops to any device in any location. These teams design solutions and ensure viability throughout their lifecycles leveraging Citrix, VDI, mobile device management and VPN. I also managed the Digital Literacy effort to promote new and underutilized technologies to our workforce.

Atlanta, Ga, Us

Managed the team responsible for the 24x7x365 monitoring and front-line incident response of Southern Company’s network, transport and voice infrastructure. This team serves as a central information hub for the state of the infrastructure, provides determination and analysis of incident metrics / trending and develops internal support procedures.

Charlotte, Nc, Us

Optimized functions related to malware, security patching, and software packaging and distribution by leading 4 outsourced service delivery teams.• Reduced high-priority incidents by over 50% annually over a 2-year period while overseeing the maintenance of the Symantec infrastructure related to 30 servers and 55,000 endpoints; identified and resolved the need for increased disk space and transformed the Symantec infrastructure.• Facilitated cost savings while directing the activities associated with mass distribution of software by promoting users to self-install software from a web portal; minimized support issues by overseeing the software packaging processes for automatic installation.• Developed the procedure for guiding requesters through software approval, packaging, and distribution.• Consistently delivered zero business impacts during mass installations.• Ensured smooth security patching and eliminated business impacts by defining and implementing a new process allowing test runs with 2 pilot groups prior to pushing patches to all systems.

Charlotte, Nc, Us

Delivered a successful, on-time development of workstation and server build processes used in a multi million-dollar migration project upgrading 1,500 retail locations; met a very aggressive timeline despite an internal workforce reduction. • Led multiple technology teams in creating a repeatable build process for 3 types of Windows 7 workstations and 3 types of Windows 2012 servers.• Partnered with the business team on scheduling and tracking progress of all requirements.• Identified and resolved challenges by collaborating closely with support teams; included issues such as enabling 16-bit applications to work on Windows 7 systems.• Resolved 80+ change requests and issues during the final 6-week test period.

Charlotte, Nc, Us

Led the successful development of a Windows 7 base image related to the migration of 20,000 non-retail clients to Windows 7 from Windows XP; resolved multiple issues throughout the project and migration was completed on time in February 2015.• Ensured that the Windows 7 image was technically sound, would support all applications, aligned with security standards, was manageable with enterprise tools, was repeatable, and could be supported by technical teams by collaborating with multiple technology teams.• Developed an interim method for encryption in partnership with the security team for use while a new model was engineered.• Saved $150,000 on contractor fees, eliminated the threat for a massive project delay, and dramatically improved the workstation provisioning processes by developing a method for utilizing the existing virtual private network (VPN).• Led a 6-member technical team in remotely migrating 350 users with challenging migration scenarios.• Facilitated a smooth transition related to vendor changes during the project by bringing the vendors up to speed and ensuring all processes and technology were aligned with project specifications. Ensured new technologies certified by the engineering department met business needs and were fully supported when deployed by leading an engineering certification transformation project.• Determined areas for improvement by analyzing the existing certification process; included interviewing 30+ stakeholders such as managers, project managers, support teams, engineers, and team members from various business units.• Facilitated categorizing of certification efforts and identification of stakeholders that should be engaged in the process by defining specific criteria.• Eliminated critical issues such as not meeting business requirements and incompatibilities with existing technology by defining and implementing new processes after presenting solutions and gaining approval from management.

Charlotte, Nc, Us

Optimized the workstation environment across the enterprise by identifying and resolving common or repeated issues, promoting utilization of the knowledge base, and improving response to new challenges.• Defined procedures for capturing and resolving common issues.• Developed validation processes for new workstation images on all supported hardware.• Established new processes for desktop support engagement and escalation.• Led the resolution of multiple issues affecting thousands of internal clients by identifying root cause and directing enterprise resolution; included challenges with problematic drivers, security patches, software conflicts, and incorrect configurations.

Atlanta, Georgia, Us

Held various administrator responsibilities throughout my career at Oxford including network administrator with global administrator credentials, corporate Exchange administrator, Active Directory domain administrator and corporate Internet firewall administrator.Served as the technical lead and project manager for many enterprise deployment projects including:• Document imaging system for all accounts payable (A/P) invoices, bills of lading, fixed asset documents, credit memos, and legal contracts• Replacement of the PBX phone system in the company's corporate office. Project was cited by the company’s President during the State of the Company Address as a standard of excellence.• Migration of 90 network links from Frame Relay to Sprintlink for both domestic and international sites• Deployment and management of Symantec Endpoint Protection for all servers and PCs• Lifecycle migrations and upgrades of Exchange Servers, domain controllers, application servers, firewalls, Cisco routers and switches and AS/400 minicomputers

Provided technical support for a bond brokerage office in the heart of London, England.