JEFFREY S.

CALLAHAN

410-259-6655 (C), talk2JSC@gmail.com

SR. IT MANAGEMENT AND TECHNICAL PM

- GLOBAL INFRASTRUCTURE AND OPERATIONS Self-motivated, detail focused and action driven IT professional with hands-on and strategic leadership experience. Skilled at delivering clear, actionable strategies and operational plans targeted to align IT with business goals.

VALUE PROPOSITION
Proven track record leading global 24x7x365 IT operations, support teams, and outsourced vendors; improving processes to maximize operational readiness and efficiency; delivering superior customer service. Demonstrated results performing strategic and operational assessments, providing strong technical leadership to projects, and implementing long-term resolutions based upon fundamental root cause analysis. Passionate about designing, implementing, and supervising incident, change, and escalation management processes and SLAs per industry best practices, Six Sigma fundamentals and ITIL methodology.

AREAS of EXPERTISE
Managing Global, Multi-Platform IT Infrastructure Strategic Planning and Technology Roadmaps Technical Project Management (PMBOK) Business Continuity / Disaster Recovery Strategies Service Delivery and Operations Management Business / IT Workflow Transformation (ITIL)

STRENGTHS and CORE COMPETENCIES

Operational Management: Day-to-day hands-on leadership of 24x7x365 global IT infrastructure and customer facing operations, encompassing the following services: Data Center (Mainframe, UNIX, WinTel), NOC, HelpDesk/ServiceDesk, LAN/WAN & Telecom (Voice, Data, Mobile), Desktop, Unified Communications / VoIP, Web Hosting, application and database development, and Enterprise Applications (ERP, HRMS, CRM). In-depth experience developing, managing and enforcing the full scope of IT policies and procedures. Strategic Architecture Design: Develop strategic initiatives and architecture for a wide variety of 24x7x365 IT infrastructure, including: Data Center designs and consolidations, LAN/WAN design, PBX, Unified Communications and VoIP, Security systems, and Business Continuity / Disaster Recovery scenarios. Provide primary leadership to IT strategy design teams and conduct proof-of-concept research. Skilled at determining business and technical requirements, feasibility studies, and TCO / ROI cost models. Project Management: Strong technical leadership on a wide variety of infrastructure build-outs, consolidations and modernization projects (Data Center, NOC, LAN/WAN, PBX & VoIP, Desktop). Manage vendors and contract SLAs; provide PM services for in-sourcing / outsourcing initiatives; and lead workflow process re-engineering efforts per ITIL and industry best practices. Well versed in developing traditional project plans, budgets and cost modeling; performing resource planning and risk assessments; while utilizing standard PMI and ITIL methodologies and tools (MSOffice, MS Project, Visio). Personnel Management & Customer Service Delivery: Managed technical staff (2 75 persons) providing direct 24x7x365 support to global end-users and customers. Skilled at and willing to perform all traditional responsibilities including: hire, fire, performance reviews, compensation negotiation, resource scheduling, coaching, mentoring, goal setting and training. Adept at managing cross-functional and geographically dispersed teams and nurturing client relationships. Vendor Management: Authoring RFI / RFP / RFQ documents for product and vendor selection covering Infrastructure, Applications, and Operational support services. Excellent at negotiating IT contracts, typically resulting in >20% reduction in overall expenses. Budgets: Utilizing various budgeting methodologies (i.e. traditional, zero-based, priority-based, activity-based), leasing programs, and ROI costing models, have developed and managed CAPEX / OPEX and project budgets from $10K - $27M.

JEFFREY S. CALLAHAN

Page 2 410-259-6655, talk2JSC@gmail.com

KEY PROJECTS and ACCOMPLISHMENTS

Consistently improved, per ITIL best practices, numerous 24x7x365 Service Delivery operations & processes, resulting in >20% performance improvements, as measured by HelpDesk tickets and SLAs. Improved staff skill-sets and reduced staff support costs 15 25% by re-engineering the operational support models, re-training and providing daily coaching / mentoring. Across the US and Europe, reduced from 6 months to 12 weeks, the deployment time for IT infrastructure buildout in new sales offices, and the associated IT support systems ramp-up, by implementing standardized core hardware, procedures and training systems, resulting in cost reductions of 20%, greater flexibility and growth capability, and faster time-to-market. Designed and project managed Business Continuity / Disaster Recovery strategies and architecture for LAN/WAN, Data Center, SANS, and Unified Communications / VoIP infrastructure in US and Europe. On-site point person accountable for all disaster recovery efforts of Data Center and Sales offices in metro NYC after 9/11.

PROFESSIONAL EXPERIENCE
Founder & Owner, JSC Strategic Enterprises, Baltimore, MD and New York, NY Consultant - Key Business Strategies and Deliverables
Develop strategic models, business plans and technical solutions to improve Data Center, NOC, LAN/WAN and Service Desk operational systems and workflow processes; and expand on IT Managed Services opportunities. Offer agnostic hardware / software solutions and ITIL based process improvements. Provide Technical solutions and PM services for IT Infrastructure projects; Business / IT transformation and modernization projects; Vendor Outsourcing initiatives; and Business Continuity / Disaster Recovery strategies. 2001 Present Provide strategic, technical and project leadership to diverse SMB, Non-Profit, and Entrepreneurial clients.

Addendum with specific clients, project details and dates can be provided upon request. Wolf-Gordon Inc., Long Island City, NY Director of IT
Reporting to CEO, managed budgets from $2 3M; supervised technical staff of nine and outsourced vendors. Manage all IT Infrastructure & Operations (Data Center, NOC, Service Desk, LAN/WAN administration, UNIX/WinTel admin, Web Hosting, and applications development) delivered by several outsourced vendors; ultimately transitioning to in-house services. Assumed full Project Management responsibilities for a new corporate web site, which included middleware integration to in-house ERP system; the SalesLogix CRM implementation; VoIP systems, and HelpDesk 4/2009 4/2010 Privately owned - leading designer, marketer, and distributor of wall coverings and upholstery for commercial markets.

TMP Worldwide, New York, NY Manager of Infrastructure

1/2007 6/2008 Recruitment Advertising & Branding Agency (formerly Monster, Inc.) with 22 offices worldwide and 650 employees. Reporting to VP of IT, managed budgets from $10K - $4M; supervised multiple outsourced vendors. Provided the strategic leadership and daily operational support for all voice / data infrastructure. Managed outsourced vendors and associated projects for Data Center, NOC, WAN, and Web Hosting services. Responsible for defining the strategic architecture and technology roadmaps for Data Center operations, LAN/WAN infrastructure, VoIP communications, storage (SAN) environment, and VMWare virtualization.

Fortunoff, Uniondale, NY

4/2006 1/2007 High-end retailer in metro New York City area with $500MM in revenue, 22 stores and 2,200 employees.

Manager, Operations
Reporting to Director of Ops, managed budgets from $1 5M; supervised technical staff of 11 and multiple outsourced vendors. Managed 24x7x365 Operations (HelpDesk, NOC, Field Service, Data Center (Mainframe, UNIX, Wintel)), Desktop support, and service support for Enterprise business applications and POS Applications. Primary responsibility and liaison for change management processes and escalated incidents for all sites.

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JEFFREY S. CALLAHAN
Baltimore City Public School System, Baltimore, MD Director, Customer Infrastructure Services
Reporting to CTO and Chief of Staff, managed budgets from $5 27M; supervised technical staff of 45 and multiple outsourced vendors. Managed 24x7x365 IT Infrastructure & Operations, including: Service Management; NOC/HelpDesk/Call Center; Field Service; Voice & Data Telecomm; LAN/WAN; Data Center (Mainframe, UNIX, Wintel); Security; Desktop Support; Web Services (Internet/Intranet) and Enterprise Applications. Re-designed the HelpDesk / Service Desk operational processes, for all IT Infrastructure and critical Business applications, to better focus individual skills and team dynamics. Primary objective to improve overall customer satisfaction was met by improving customer facing SLAs by 20% and ticket resolution performance by 30%. 4/2002 6/2004 Large urban school system with $1B budget, 12,000 employees, 93,000 students, and 290 facilities.

Genuity Solutions, Inc., Columbia, MD

(Spin-off from merger of GTE and Verizon) 5/1997 11/2001 Telecommunications and IT Infrastructure/Data Center Hosting Services Company with 6,000 employees, over 50 global locations and $500MM in revenues.

Director, IM Remote Site Operations

Reporting to CTO and VP IT, managed budgets from $2 20M; supervised technical staff of 45 - 75 supporting 30 sales offices and 10 data centers worldwide. Provided strategic leadership and managed reagional teams providing 24x7x365 follow-the-sun customer-facing support for all IT infrastructure, operations and applications in regional sales offices and data centers throughout North America and Europe. Boosted operational improvements 20-40% by successfully designing and implementing new strategic operational processes and service techniques for IT Projects like - LAN/WAN upgrades, server consolidations, PC hardware break fix programs, and new Business System rollouts like eCRM and ERP.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Broome Community College Major: Business Administration Prince George's Community College Major: Electronic Engineering Numerous Continuing Education Credits (CEUs) from third party Professional Training/Certification Programs. Sun UNIX Admin Training Formal ISO 9000 training ITIL methodology training PMI Project Management Tools & Methodology Training Solarwinds Network Management tools training SMMU Social Media Certification

TECHNICAL SKILLS INVENTORY / KEYWORDS (HANDS-ON AND MANAGEMENT OF)

Hardware: LAN/WAN (switches, hubs, routers) Cisco, Alcatel, Cabletron, 3Com; Cisco PIX Firewalls; Sun and
Checkpoint Firewalls; Sun/Solaris UNIX Architecture and clones; DELL, IBM, HP/Compaq servers and blade architecture; RAID and SANS Architecture (EMC, DELL, HP, 3PAR, NetApp, FalconStor); Nortel VPN; Ascend; Ethernet (Fiber, CAT5, CAT3, BNC); Cisco VoIP, Avaya, Nortel, Lucent PBX systems; IBM and DEC VAX Mainframe; MacIntosh; Novell; UNIX/Wintel PC and Printer Architecture (Sun, HP, IBM/Lenovo, Dell) and clones.

Operating Systems, Protocols, Software: Linux, Solaris, SunOS, UNIX System V and BSD, NIS+, NFS,
PC-NFS, DNS, TCP/IP, Samba; Backup software - Legato, Veritas, Netbackup, Commvault; Microsoft WINS, DNS, SQL, Win2010/2007/2003/XP/2000/NT/95/DOS server and desktop; Active Directory; Sharepoint; VMWare; Citrix; MS Hyper-V; HTTP, HTML; Novell NetWare OS; UNIX Shell scripts and C programming.

Applications Software: MS Office Suite/Browsers - Access, Excel, PowerPoint, Project, Word, Visio, IE,
Mozilla, Chrome; E-Mail services - MS Outlook, MS Exchange, GroupWise, UNIX SendMail, Eudora; Network/Systems/Security Management HP Openview, Cisco works, Solarwinds, BMC Patrol, Symantec, Cabletron Spectrum; ERP and eCRM Business Applications - Oracle ERP/HRMS, Peoplesoft, Siebel, SAP, MS SQL, PreLude, SalesLogix; Academic Applications SASI, SETS (4GL); POS Systems (retail and for cafeterias); Web Applications Interwoven Content Mgmt system; HelpDesk Call Tracking software - Vantive, Remedy, Heat, FootPrints; and numerous other third-party applications.