Manager Customer Service

DAVID BELANGER

**** ********** ***** *****, ** **074 214-***-****

abiagn@r.postjobfree.com

http://www.chandlerhill.com/view/?DaveB

INFORMATION TECHNOLOGY MANAGER

More than 16-year history of aligning IT deliverables with business goals

A dynamic, results-driven technology leader with a strong background in

developing and implementing innovative information technology solutions

that support critical business needs. Expertise spans a broad spectrum of

technologies, project management and data center operations. An effective

collaborator, coach and mentor. Demonstrated ability to galvanize teams,

build consensus, drive change processes, and deliver results. Strength

lies in leveraging the collective talents and capabilities of individuals

to achieve shared objectives. Proven strategic planning, analytical and

problem solving skills coupled with extensive hands-on experience directing

technical teams, increasing IT performance, and overall organizational

efficiency and effectiveness.

Strategy Development & Execution Process Improvement Data Center

Operations

Program & Project Management IT Infrastructure Business

Continuity Planning

Budgeting / Forecasting / Cost Control Capacity Planning

Systems Implementation/Support

Technical Evaluation / Architecture Change Management Staff

Development & Training

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

SECURUS TECHNOLOGIES Dallas, TX 2008

- Present

A leading solution provider of call management systems and calling services

to the correctional industry

Senior Manager, Systems Administration & Helpdesk

Provide leadership and direction to a technical staff of 13 engineers

responsible for all critical business systems in a 7x24 server environment

(over 500 Linux and Windows mix); ensure functionality of EMC SAN, tape

backups, and desktop and laptop computer systems. Optimize a departmental

budget of $6MM+, approve capital expenditures, negotiate and establish

maintenance contracts, assign work load, direct and participate in

implementations, and manage multiple projects and processes related to

server administration and desktop support functions.

. Achieved a seemingly impossible task of relocating corporate

production data center with 200 systems in 29 days; successfully

delivered the project ahead of schedule. Captured immediate cost

savings of $65,000, and enabled annual cost savings of nearly

$750,000.

. Developed and implemented a comprehensive anti-virus solution

following a security breach which temporarily halted the company's

business operation. Successfully quarantined a virus using online

utilities and eliminated the virus. Was credited with prevention of

nearly $180,000 in lost productivity.

. Successfully implemented tape backups for entire production

environment in 90 days.

. Created and implemented policies and procedures for SOX and SAS70

compliance.

EXCEL TELECOM Irving, TX 1999

- 2008

A provider of integrated telecommunication services including local and

long distance, voice mail, Internet, and wireless communication services

both domestically and internationally.

Data Center Manager

Led multiple IT infrastructure teams in System Administration, Data Center

Facilities, Operations, Change Management, Enterprise Backup, Business

Continuity, Helpdesk and Desktop Support. Oversaw an operating budget in

excess of $2.5MM. Managed capacity planning of Data Center. Oversaw

administration and maintenance of the corporate tape backup environment,

protecting over 317 servers and 150 TB of data. Conducted facility audits,

maintenance planning and vendor negotiations. Managed account maintenance

and Exchange Server administration using Active Directory.

. Led the consolidation of multiple production data centers into one

centralized and cost-efficient operation; planned, organized and

coordinated the movement of all equipment with minimal downtime.

Reduced overhead expenses by nearly $1.5MM per year.

DAVID BELANGER

3404 Arborcrest Drive Plano, TX 75074 214-***-****

abiagn@r.postjobfree.com Page 2 of 2

EXCEL TELECOM (continued)

. Transformed an under-performing desktop support team into an efficient

and effective organization in less than four weeks. Developed and

executed a strategy to enhance customer service and response time,

improved proficiencies of technical staff, and the team's SLA and

communications in a 300-user environment. Reduced the average open

ticket count from 50 to four within one month. Simultaneously

improved the mean-time-to-recovery (MTTR) by 150%, and eliminated

escalations.

. Project managed the implementation of a new Veritas / Storagetek

backup system, which improved backup and restore success rates.

. Improved current Backup & Recovery procedures; eliminated duplicate

data backups which improved tape consumption levels.

EXCEL COMMUNICATIONS Dallas, TX 1998 -

1999

A telecommunications service provider to small and midsize businesses

through a network marketing model

Senior Systems Engineer

Spearheaded a wide range of IT projects; acted as System Architect for cost

reduction initiatives, coordinated installation and repair of computer

systems, planned and organized future growth of physical server

environment, assisted with capacity planning and technology architecture.

. Contributed to the design and construction of a Tier 3 high

availability data center facility, replacing legacy server equipment

that was dispersed between various sub-standard data rooms that caused

downtime and inflated maintenance costs due to poor environment.

Orchestrated equipment consolidation and relocation to new site,

implemented corporate file and print servers supporting over 300

users. Worked cross functionally with various business units to

determine new hardware and software required to support newly

implemented applications. Enabled 99.99% uptime and maintenance cost

reduction in excess of 50%.

. Planned, coordinated and managed a mission-critical project;

spearheaded a mass rollout of memory upgrades to 350 desktops at two

call centers. Successfully provided the required memory to support

the release of new call logging software.

MCI WORLDCOM Colorado Springs, CO 1997

- 1998

A long distance phone company

Senior Systems Engineer

Coordinated projects requiring desktop and laptop computer system

deployment, created and maintained server policies and procedures regarding

all maintenance and support, supervised and trained team members

responsible for Desktop Support functions. Planned, set up and

administered LAN using Windows NT server infrastructure.

Prior technical experience in systems engineering

TECHNICAL QUALIFICATIONS

Windows Desktop (NT, 95/98, XP, Vista, 7), Windows Server, Linux (CentOS),

Veritas Netbackup, MS Office, Visio,

MS Project, Hardware/Architecture, Storage Area Networks, Network Attached

Storage

PROFESSIONAL TRAINING & DEVELOPMENT

Microsoft Certified Professional - Networking Essentials

Microsoft Certified Professional - Windows Enterprise Server

Microsoft Certified Professional - Windows Workstation

Leadership & Administration for Business Managers - SMU/COX School of

Business

Finance & Accounting for Non-Financial Managers - SMU/COX School of

Business

Member of Association of IT Professionals - DFW chapter

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