Charles Alexander
Los Angeles,CA
Summary
Highly efficient Information technology manager with over 20 years of experience in the field of Information Technology. A dedicated professional, able to manage a large team of people. Versed in training new employees and developing new operating procedures. Excels in performance evaluation and improvement. Utilizes outstanding communication skills to interact with technical and business teams effectively. Experienced in consulting with customers and other stakeholders to gather requirements, define scopes and set project plans. Capability of managing complex, high-visibility technical projects. Effective at technical support, inventory management and customer relationship development.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Regional Technology Manager
Sonic Automotive
Los Angeles, CA
08.2023 - Current
- Oversee the day-to-day operational aspects of the dealership relationship
- Establish and maintain effective system of communication between IT and the regional dealerships
- Ensure the Regional Dealerships are aware of Enterprise IT initiatives which are aligned with the enterprise business strategy
- Report on progress of and prepare performance metrics for services and projects to business stakeholders
- Provide advice and consulting on how IT can support business developments or changes
- Qualify the customer demand focusing on strategic needs, compliance issues and those providing highest business values
- Once approved, monitor, and support their execution
- Work with the BT Implementation Team on projects in your regions, including but not limited to acquisitions, new dealership openings, new dealership construction and remodels
- Maintain a detailed understanding of IT service offerings, delivery processes and technical capabilities
- Coordinate, integrate and ensure that the delivery of all business facing services meet quality, scope, and service level requirements
- Review tickets focusing on aged tickets and escalations for assigned dealerships
- Lead the problem resolution efforts and post-incident reviews
- Identify shift-left opportunities and facilitate their execution
- Bring visibility of local contracts and in line with the IT Corp contract management processes (Business Office), understanding new contract negotiations & renewals
- Aligned with Enterprise standards, ensure the proper execution of procurement processes
- Help facilitate the preparation of the annual budget planning
- Review quarterly reports actual v budget
- Proactively identify cost saving opportunities and execute centrally established cost savings targets.
IT Airport Service Operations Manager
SITA
Los Angeles, CA
06.2015 - 08.2023
- Managed a Large team that supports the IT infrastructure for at LAX (Los Angeles International Airport)
- Worked closely with organizational leadership to determine the maintenance and growth needs of airport operations
- Responsible for smooth execution of the project and lead end to end delivery of the project
- Closely collaborated with project members to identify and quickly address problems
- Develop and deliver IT Services Management (ITSM) solutions based on ITIL best practices
- Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end-users, technical subject matter experts, and vendors
- Defined, documented, and published all IT policies, procedures, and standards
- Provided ongoing direction, coaching, training, and development opportunities to staff members, enabling the ability to build new skills and increase engagement
- Standardized and improved troubleshooting processes with the creation of detailed server and network configuration documentation
- Led a project to move Airport Management software from local Windows 2016 server to Microsoft Azure Cloud
- Researched and designed solutions and executed projects to upgrade the organization's server infrastructure from Windows 2008 R2 servers to Windows servers 2012 R2
- Managed full documentation of the existing IT systems, performed a root cause analysis of server system reliability issues
- Consistently applied technical experience to projects to attain the highest level of detail work from project team members
- Implemented infrastructure systems monitoring/ alerting using Longitude monitoring software resulting in a reduction of unplanned downtime
- Managed vendor relationships and provided operational oversight and direction
- Team management functions include customer relations, employee development, and personnel file handing, recruiting, and retaining talent, coordinating system maintenance, and managing system upgrades and implementations timelines
- Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones
- Oversaw all major migration projects in alignment with budget and time constraints
- Conducted evaluations of hardware and software solutions to develop estimates, negotiate contracts and make effective selections.
Specialist/Engineer Service Operations
SITA
Los Angeles, CA
08.2013 - 06.2015
- Managed, monitored, and maintained Windows Severs 2003/2008R2/2012R2
- Installation, Configuration, and Administration of VMware vSphere 5.5
- Installed and configured the NetBackup and managed and maintained backup
- Support and daily health check of Windows Servers and VMware infrastructure
- Daily support of airport software AMS, Bag Manager, Airport Vision
- Resolved multi-site server issues
- 2nd Tier support and mentor for Jr members of the team
- Set SLA-driven performance requirements within vendor/client operations
- Successfully migrated Windows server from 2008R2 to Windows Server 2012R2
- Coordinated, monitored, and troubleshot to isolate and diagnose common and unusual server problems: documented system events to ensure continuous functioning
- Recommend a course of action and implement it as approved.
System Administrator
Edmunds.com
Santa Monica, CA
06.2009 - 06.2013
- Managed, monitored, and maintained over one hundred Windows 200/2008R2 servers, including Active Directory and Exchange 2007, Symantec Anti-Virus 10.x, Blackberry Enterprise Server 4.1, VMware ESX server 5.1, Cisco Call Manager 7.1, NetBackup 7.5
- Planned and executed recurring system maintenance tasks, including the patching of operating systems (WSUS), conducting system security audits, Group Policy Object for desktop customization, and full utilization of NetBackup to ensure no data loss
- Installation, Configuration, and Administration of VMware VSphere4.1 and vSphere 5 Six Server
- Support and daily administration of NetApp storage infrastructure
- Successfully planned and migrated Active directory 2003 to Active directory 2008R2
- Successfully planned and migrated five hundred plus user mailboxes from Exchange 2007 to Google Apps (Gmail, Groups, Drive)
- Resolved multi-site server issues
- Experience in installation & administration of Windows 2003/2008R2 Domain Controllers, Active Directory Design & Architecture, Group Policy Objects, File/Print, DHCP, DNS Services
- 2nd Tier support and mentor for Jr members of the team
- Set SLA-driven performance requirements within vendor/client operations.
Junior System Administrator
Edmunds.com
Santa Monica, CA
06.2007 - 06.2009
- Managed server-side configurations, backups, and administration of Exchange 2003
- Maintained vendor relations, purchasing, and dealt directly with third party service providers
- Performed basic telephone moves, adds, and changes using Cisco Call Manager 4.1
- Offered technical support and training to over seventy users for the following: MS Word 2007, Excel 2007, and Outlook 2007
- Performed administrative tasks such as adding printers and creating Exchange e-mail & Active Directory accounts
- Responsible for all Desktop machine configurations and repairs
- Asset management for all software licenses within the company
- Assisted with migrating Legacy Windows 2000 Active Directory Domain and subdomains to a new single Windows 2003 Active Directory Domain using Quest Software tools
- Assisted with migrating Exchange email accounts from legacy AD Domains to newly created Domain while retaining users' information such as Inbox, Calendar, and Notes.
Senior Service Desk Technician
Edmunds.com
Santa Monica, CA
06.2005 - 06.2007
- Answered, evaluated, and prioritized incoming telephone, e-mail, and self-service requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Basic Windows administration tasks, such as resetting passwords and Group Membership
- Responsible for documenting every call in the Service Desk tracking system and prioritizing according to the severity of the problem
- Installed, configured, and maintained computers, computer-related peripherals, software, and network connectivity
- Answered questions from users concerning browser setup and settings, hardware, and software applications, including custom applications, and general Inter/Intranet and website usage questions
- Made use of remote-control software to troubleshoot & repair computer issues
- Trained users in software and hardware, as required
- Installed/configured systems with standard Windows operating systems and related applications including Microsoft Office productivity applications, anti-virus, etc
- Deployed new computer equipment as instructed
- Performed basic network troubleshooting to isolate and diagnose common network problems.
Service Desk Technician
Edmunds.com
Santa Monica, CA
02.2000 - 01.2006
- Answers evaluate and prioritize incoming telephone, e-mail, and self-service requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Responsible for documenting every call in the Service Desk tracking system and prioritizing according to the severity of the problem
- Installs configure and troubleshoots computers, computer-related peripherals, software, and network connectivity
- Answers questions from users concerning browser setup and settings, hardware, and software applications, including custom applications, and general Inter/Intranet and website usage questions
- Install/configure systems with standard Windows operating systems and related applications including Microsoft Office productivity applications, anti-virus, etc
- Deploys new computer equipment as instructed
- Exhaustive Installing and configuring workstation and use of Ghosting Software for Desktop Rollouts
- Troubleshooting hardware, software, and networking hardware token ring and Ethernet
- Technical Support of Windows 95 and Windows NT 4.0 workstations and customer service
- Migration of Novell 2.2 to Window NT 4.0 Servers.
Education
Honorable Discharge -
United States Army National Guard
Diploma Certification in Computer Networking -
United Education Institute
Skills
Strong organization, communication, problem-solving, and time management skills
Strong planning and organizational skills including diligence
Ability to manage conflict situations and make quick decisions while driving tasks to completion
Extensive knowledge of 24-7 implementation and management of information technology support operations including help desk, Call-in support, and work priority management
Strong documentation, planning, design, implementation, support, maintenance, monitoring, and capacity planning of all aspects of an enterprise Microsoft-based environment
Microsoft Infrastructure Windows Server 2003-2019
Cloud Computing Azure and Google
Windows, OS X, iOS, and Android operating systems
Active Directory, DNS, Group Policy, and Microsoft Exchange
Office 365 (Office, Word, Excel, Power point, Access)
Microsoft Project and Visio
Service Now, Jira, and Confluence
VMware ESX Enterprise implementations
VOIP (Cisco Call Manager)
Purchasing and Procurement
Vendor Selection
ITIL 4 Foundation and Six Sigma Green Belt Certified
Certification
- AXELOS, ITIL Foundation Certificate in IT Service Management V3, 10/28/15, GR750202299CA
- Smallpeice Enterprises, Lean Sigma Green Belt Certificate, 10/2022, GB21017
- AXELOS, ITIL Foundation Certificate in IT Service Management V4, 4/29/2023, GR671502812CA
Timeline
Regional Technology Manager
Sonic Automotive
08.2023 - Current
IT Airport Service Operations Manager
SITA
06.2015 - 08.2023
Specialist/Engineer Service Operations
SITA
08.2013 - 06.2015
System Administrator
Edmunds.com
06.2009 - 06.2013
Junior System Administrator
Edmunds.com
06.2007 - 06.2009
Senior Service Desk Technician
Edmunds.com
06.2005 - 06.2007
Service Desk Technician
Edmunds.com
02.2000 - 01.2006
Honorable Discharge -
United States Army National Guard
Diploma Certification in Computer Networking -
United Education Institute