IT Service Delivery Manager In Houston TX Resume John Ferguson

JOHN FERGUSON C y p r e s s

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[email protected]

https://www.linkedin.com/in/johnjferguson M o b i l e :

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SUMMARY An accomplished senior information technology professional with seventeen years of experience and a record of focused, growth-oriented, strategic leadership that drives progress in highly competitive markets. Excellent problem solving, organizational and decision making skills, coupled with strong team leadership, communication and collaboration abilities. A proven performer in the development of full IT projects regarding applications, hardware, network and infrastructures. Effective in completing and supporting high end projects while meeting and exceeding corporate expectations.

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KEY STRENGTHS

ITIL certified A+ Active Directory Microsoft Exchange 2010 Blackberry Enterprise Server v5 Windows Server 2008 R2 CISCO VoIP CISCO Call Manager v8.0 Citrix VPN v2.0 Websence

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Office 365 Netscreen TCP/IP LAN WAN Storage Area Networks Dell PowerEdge Servers Print Technology IT Service Management IT Operations Administration IT Strategy

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System Administration Help Desk Support Remedy Desk Support Blackberry iPhone Apple OS Apple Networks Current TWIC, RIGPASS, BOSIET, and HUET card holder

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Pacific Drilling

July 2013 – Present

IT Specialist Onboard the Pacific Khamsin (28 day rotation)      

Expert in desktop hardware/software and LAN administration configuration and support for 200+ users. Part of the Vessel Management Team, accountable for all crew health and safety, 2 years no lost time incidents. Successfully manage the installation, repair and routine maintenance for all onboard IT infrastructure and software. Responsible for constant up time for all communications to include VSAT, PABX, PAGA, and SVDR. Liaison between bridge operations and vendors to include Kongsberg, NOV, ABB and eHawk vessel electronics. Accountable for IT budget process for Pacific Khamsin that include purchasing, subscriptions, and audit.

EMAS-AMC

March 2011 – July 2013

IT Manager – US Region             

Managed service desk operations to ensure efficient, professional and prompt resolution for multiple office locations of over 250 users in the Texas region. Successfully ensured a one-day turnaround time for 90% of incidents reported by user community. Responsible for all installation, configuration, and support for 8 servers running Windows 2008 R2 OS environment at offsite location data center (CyrusOne). Working knowledge of routing/switching, network security and network protocols as they pertain to Cisco products. Configured, installed, and maintained LT05 tape backup running Netback up. Modified and supported all computers and user groups using Active Directory. Configured, maintained and troubleshoot user accounts through Microsoft Exchange. Supported VoIP phones through Cisco Call Manager for the Texas region. Monitored and maintained Blackberry Exchange Server with over 100 company provided Blackberry phones. Implemented and supported company provided iPhones through Active Sync for over 150 users. Liaison between company and cellular provider to negotiate for lowest cost of voice, data and text plans. Implemented “Follow Me Print” application from Xerox that reduced print costs by 20% by the first quarter. Used Power Admin to monitor, alert, map, and report network issues and concerns.

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Implemented, configured and installed Citrix VPN for remote user access. Installed, configured and maintained LAN’s on company vessels through Caprock VSAT satellite system. Established high service levels for internal and external clients and monitor service delivery to guarantee the agreed upon targets and standards. Ensured the company technical documents, diagrams and standard operating procedures and policies are created, accurate and maintained. Created training manual for new hire orientation as it relates to IT services and support. Created internal training programs to help staff with daily activities in Microsoft Office Suite.

Aker Solutions

July 2005 - March 2011

Senior Technical Support Analyst III  Provided senior level support to end user community to include first point of contact in all computer hardware and application              

problem requests for over 500 users in the Houston office. Resolved incidents consistent with the agreed SLA contracts in place with management. Completed on average 8 incidents daily using Remedy application. Compiled monthly reports of SLA incidents using Remedy application. Maintained, configured and supported user groups and computers, through Active Directory. Built, maintained, supported user accounts through Microsoft Exchange. Assisted in the support of administrative computer-based applications, to include AutoCAD, Solid Works, Orca Flex, Orca Lay, Mathcad, Mathlab, Microsoft Office Suite, and Adobe. Worked with Windows Server 2008R2 installations, upgrades, patches, support and trouble shooting of servers on the company network. Analyzed problems (both technical and operational) and provided workable solutions. Accountable for complete functioning and performance of print and imaging services for the US region, which included in access of 1500 users. Configured, updated, patched and supported over 20 print and imaging servers using Windows 2008R2 in the US region. Negotiated with several vendors for best price point to optimize the lowest print and imaging costs. Overall complete working knowledge of HP, Xerox, Oce, Sharp, and Cannon print and image devices. Complete understanding of print and image requirements and how it affects the overall business. Coordinated activities of external contractors / vendors regarding all computers and printers.

May 1998 – July 2005 Lead Desk Side Support Specialist  Delivered comprehensive technical support services to the company’s internal customers and service providers of over 500 users

Amerada Hess

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in the Houston office. Installed, and configured various hardware to include memory, hard drives, processers, video cards, NIC, SCSI cards and LPT1 cards. Assess reported issues and as necessary work directly with company’s service providers for escalation and timely issue resolution. Effectively communicate with desk side supervisor in regards to asset management and break/fix processes. Self-monitoring of help desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s. Communication with IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

EDUCATION BS - Computer Science Incarnate Word College – San Antonio, TX Continuing education PMP certification from Villanova University