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TROY GARCIA
Chief Information Officer
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Southern California
Mobile : (951) 972-7633 troykgarcia@gmail.com
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30 Years of Hands on - IT Consulting, IT Services, and Data Center Operations for 14 Fortune 500 companies: Hardware/Software Infrastructure, Managed Technical Support, Business Development, SOX, ITIL, ISO9001& Six Sigma Quality, IT Governance, Customer Support, Vendor Support, Contract Negotiations, Risk Management, Service Delivery (SLA), Service Restoration, Network Support, Business Continuity.
In the pursuit of excellence, with a natural sense of urgency.
I am uniquely positioned to provide IT Leadership to your Organization.
PROFESSIONAL EXPERIENCE
TWS - Temecula, California
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2004 - Present |
A privately held innovating technology company: providing internet and e-commerce solutions to a diverse client base.
Chief Information Officer
- Provide Web Design (Intranet, Extranet, Internet) and Hosting Solutions.
- Content Management, E-Commerce, Portal
- Podcasts, Blogs, Email, and SEO Solutions (Organic).
- Green Data Center – Member (Power and Cooling Technologies).
- Providing Executive level management and new business growth.
- Client Portfolio: 20 Commercial & Non Profit Websites (US, Africa , Europe , Central America)
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San Diego Gas and Electric– San Diego , California
Enterprise Command Center - Manager
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2010 - Present |
Lead a team of 22 IT Professionals in:
- 7 x 24 x 365 Enterprise Command Center - Best Practices
- Security Operations
- Network Operations
- Mainframe Operations
- SmartGrid Support
- Facilities Support
- Wintel Support
- Business Continuity
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PlantCML (EADS North America) – Temecula , California
IT Manager – Emergency 911 Industry
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2009 - 2010 |
- Lead the IS Department: Ensure the high availability of critical business applications by mentoring IS team, selecting the best infrastructure/technology, and business partners
- Salesforce - ERP, Epicor - CRM, MS Server & SQL 2000-2008, VMWare/ESX, Exchange, Sharepoint
- 3.5 Million dollar Annual Budgetary Responsibilities
- Vendor Relations, Contracts, and Software Licenses
- Team Builder – Fostering a positive professional attitude to improve the communication and working environment setting the expectation of world class service and excellence
Achievements
- Vitalizing Data Center (VMWare/ESX and SAN/NetApp) environment
- U pgrade Managed Services - MC911.COM client facing website
- Installing – NOC Fire Control System
- Installing Symantec Enterprise Vault for Email Exchange Solution & SOX / Legal Discovery Compliance
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Tech Mahindra– San Diego , California
Sr. Enterprise Manager – Offshore/Onshore Telcom Outsourcing & Consulting Services
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2006 - 2009 |
- 4 Direct Report Managers and a team of 45+ analysts providing Level 1 / 2 support Across 4 geographic locations in the US and in India (For the AT&TClient).
- Coordinate with PMO Service objectives and report on Monthly Service Matrix with AT&T ITO Leadership.
- ROCC – Operations Services, Exception Monitoring (HP Openview / Netcool, Patrol), Change/Outage Management, Service Restoration (MTTR), Relationship Building: Customers, BTP’s, Vendors, and Management.
- Open Systems – 18,000 Servers (HP,SUN,IBM: Unix, Wintel, Linux, VMware) (Websphere, Oracle, MqSeries)
- IBM zOS Mainframe (50,000 mips), ( SAN , TCP/IP, IMS, CICS, DB2, IBM ATL/VTS, STK ACS 440).
- Delivering all Projects on time and under budget.
Achievements
- Implemented ITIL V3 processes into department IT governance, policy, and procedures.
- Mentor 45 + analyst team in proficient IT support, communication, knowledge base, and escalation process.
- Client facing Service Delivery Manager: Negotiating Service Levels andProcess Improvement.
- Successfully reorganized offshore ( India ) technical teams and virtualized the onshore team model - leveraging our resources, reducing labor costs by 20%, and increasing our clients ROI.
- Successfully transition Mainframe workload to IBM Global Services Brazil .
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Computer Sciences Corporation (CSC) –
San Diego, California
Data Center Manager – IT Outsourcing Industry
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1991-2006 |
- CHLA (Children’s Hospital Los Angeles ) Wintel Server Support:
Lead a Team of Analysts providing Level 1 and Level 2 Support for Wintel Servers driving the MTTR below 15 minute SLA . Ensuring the doctors and nurses had their online information systems available and did not have to fall back to a manual (white board) method to tracking of patient medications (Cerner BMC Patrol).
- JCAHO (Joint Commission on Accreditation of Healthcare Organizations) : Operations Support: Assisted the JCAHO in setting up a nightly (server side) FTP transmission to CSC. Ensured transmissions were successful and DB2 processing (on the IBM Mainframe) completed successfully.
IT Support: Lead a Team of Analysts supporting:
- Data Center Infrastructure (Mainframe, Midrange, Open Systems AS400, Unix, DEC/VAX, Wintel Platforms).
- New Business - Due Diligence, Knowledge Transfer, Project Transition , Account Improvements.
- Mission Critical Systems (IMS, CICS, DB2, MQseries, Web Portal/Servers, Citrix, Exchange/Blackberry, DB & Apps (Oracle 11.i / RAC , SQL, SAP , ERP, Data Warehouse), Network (LAN/WANVTAM/SNA) availability.
- Daily Backups & Restores (SAN/NAS – ATL/VTS – Silo’s) ( Netbackup, Brightstor, Arcserv, Legato, Xomni).
- Change, Problem, Risk Management . Escalation, Process Improvement. Service Restoration, Root Cause Analysis , Automation, Disaster Recovery, and Documentation.
- Service Level Agreement (SLA), meeting and exceeding expectation. Driving the MTTR below 15 minutes.
- Best Practices in Exception Monitoring: ( Cerner BMC Patrol, HPOpenview, Netview)
- Facilities Support: 70,000 Square feet raised floor. Fire Control and Power Systems.
- Training for 25+ Major client Portfolio’s spanning multiple Industries : Hospital, Healthcare, Government, Financial, Insurance , Telecommunications, Energy, Aerospace, Manufacturing, Banking, and Education.
Achievements
- New Business - Hand picked by the President of CSC Pennant Alliance in winning the COSD Outsourcing Deal.
$1 Billion revenue over 7 years, i ncreasing Western Centers Profit and Loss (P&L) ratio by 21%.
- Asset Management Project - S uccessfully Lead an Asset management project team for the BAE client . Coordinated with 25 Unix System Administrators inputting 1000+ servers into common database for Asset Inventory and Management called NETIESS, and design ed custom reports. Completed the 6 month project on time.
- Project Lead for ISO9001 Quality Certification for CSC Western Center - S etup the Lotus Notes Documentation database and worked with the auditors and trained the staff in the ISO processes
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General Dynamics –
San Diego, California
Senior Technical Team Lead – Operations Services
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1987-1991 |
- Directed the day to day activity and work flow for a 60+ computer professionals – GD Data System Division:
Supporting engineering teams in 6 GD Aero Space Divisions. (Automation, Output Services / Distribution, Call Center , Networking Departments)
- Directly responsible for essential hardware, software, and networks for the sustained operation.
- Responsible for Trouble Shooting (identifying, resolving, improving) System Lockups and Failures.
Achievements
- Led Team in US military contract support As the Operations Security Supervisor, I was responsible for conducting closed room classified processing for engineering teams and the US Navy. I held a US Government Secret Clearance and was responsible for properly handling classified documents brought into and
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Skills Licenses and Certifications
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Strong Problem Solving Skills
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National University – San Diego, California
MCSE (Microsoft Certified System Engineer) Training
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2002 |
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2002 |
MS Office – Word, Excel, Outlook, Visio, PP, Project
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Licensed California Real Estate #01831711
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2007 |
Training for the ITIL V3 Foundation Certification
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Current |
Pasadena City College - Pasadena, California
46 Units in Computer Science
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1985 |
Highly Regarded by Executives in the IT World
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Current |
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