Sam Jacobs Email & Phone Number

Akron, Oh, Us

• Point of contact for the client, technical teams, and business partners to build relationships and support over 60 VMWare Servers, 25 physical servers (Windows, Solaris, AIX, and Linux), three z/OS Mainframe LPARs, and network infrastructure.• Work closely with the client’s and outsourced Security Teams to ensure ongoing compliance and timely implementation of necessary patches, safeguards, etc.• Implement and manage a client specific weekly change management process.• Manage customer escalation issues ensuring all elements of the service delivery are coordinated and worked to resolution utilizing Incident, Change, and Problem management processes that were created and implemented by my team.• Managed the assembly and oversight of a 24x7 ServiceDesk and implemented SysAid as the ITSM tool.• Provide Project Manager for the implementation and upgrades of applications, tools, Operating Systems, networks, storage, etc. spanning multiple engineering groups for both hosting and application services. • Coordinate application migrations throughout the software development life cycle.• Assemble monthly performance service level agreement reports. • Conduct regular meetings with internal and external support groups to review performance, issues, and upcoming projects.

Akron, Ohio, United States

Responsible for overall delivery of IT services based on Outsourcing Agreement between Swagelok Company and Xerox Global ServicesManaged outsourcing relationship between Swagelok Company, Siemens IT Solutions, and Xerox Global Services.Responsible for the management of five onsite deskside practice technicians that provided break/fix and software support to seven locations in Northeast Ohio. Created daily, weekly, and monthly performance reports for the customer and leadership team.Acted as champion for the customer acting as primary escalation point for all account concerns and issues, including proper escalation to management or customer support teams.

Managed a diverse workforce supporting multiple clients and services in accordance with respective contractual service levels. Assembled a server support team consisting of engineers; that successfully migrated and supported over 100 Windows based Servers from the client's datacenter to an Affiliated Computer Services datacenter for CarMax Inc.Led a team of six engineers spanned across locations; supported over 320 Windows and Netware Servers in three locations for SIRVA, Inc.Provided direction and management oversight for five Windows support engineers that performed administration for 200 Windows Servers for Hallmark.Coordinated a team of 23 individuals from multiple operational teams to migrate McDonald's mainframe and midrange servers from hosting sites in North Carolina and Illinois; 26 AIX Servers, 64 SUN Servers, 45 Windows Servers, as well as the mainframe were successfully migrated on time and on budget).Managed a team of eight engineers to provide a wide variety of services for Roadway Express including LAN Administration, Messaging support, Windows architecture/administration for over 200 Servers, HP SAN management, as well as a large Citrix Farm.Provided project management expertise for multiple initiatives that were simultaneously active among various clients.Ensured no financial penalty was incurred due to missed service level commitments within my various teams' scope of responsibility.

Responsible for architecting and implementing a centralized infrastructure that would be used by thousands of users across the United States, Mexico, and Canada.Assisted with the design and implementation of a Windows Terminal Services farm utilizing Citrix Metaframe that enabled the successful migration of thousands of end users to an environment that was year 2000 compliant and newly protected with antivirus software.Increased LAN/Desktop install base by 1000+ without increasing support costs due to the introduction of a centralized management model.

Responsible for the overall strategy, architecture, implementation, and support of all IT systems.Purchased all technical equipment including desktop computers, file servers, printers, software packages, etc., while negotiating competitive pricing to keep within budget.Setup and maintained all hardware, software, and operating systems. Installed Category 5 cabling, patch panels, and hubs to ensure reliable Local Area Network communication.Installed and configured an Ethernet network consisting of 20 Windows 95 clients and a Microsoft NT 4.0 file server.Implemented Microsoft Remote Access Service (RAS) to enable remote access to "shared" files, emails, etc. Coordinated and managed the implementation of telecommunication equipment and features.Responsible for the installation and customization of EZ-Cap, a database software system designed to manage capitated programs.Generated monthly capitation and claims payable checks as well as accompanying Explanation of Benefits. Formatted and loaded monthly member eligibility and provider additions on a monthly basis.Managed business Chart of Accounts with the assistance of implementing RealWorld accounting software. Responsible for electronic reciprocation of information with Heritage Ohio Medical Group and contracted healthcare providers.

Supervised and provided direction for a team of six support personnel responsible for helpdesk services, desktop support, as well as Netware Server administration. Led team to successfully consolidate four separate sites to establish an Aetna US Healthcare "mega-center" consisting of over 300 employees.Managed helpdesk services to provide first, second, and third level technical support for over 1000 employees in four offices spanning two states.Successfully installed and maintained a satellite office of 30 employees piloting Windows 95 and Ethernet technologies. Provided technical support to personnel using desktop personal computers utilizing Windows 3.1, Windows 95, Windows NT, and other Microsoft Office applications.Setup and administered a Microsoft Mail electronic mail network to ensure reliable office communications.Maintained a daily backup of file servers to ensure successful recovery of critical data in case of corruption or loss.Provided system administration for a Sybase Server and MDI Gateways.Maintained thirteen Novell Netware 3.12 file servers and related equipment such as Zylan switches, Baystack concentrators, and Cisco routers to ensure Local Area Network as well as Wide Area Network connectivity.Configured telephones and voice mail on Meridian, AT&T, Audix, and VMX200 platforms.

Diploma, Accounting

Education record

Managing Information Technology Projects Certification, October, 2003 Related Coursework Leadership versus Management Developing Winning.