Heinz Porth
Ocoee,FL
Summary
Strategic Information Technology Director skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 20+ year record of building positive relationships with internal and external stakeholders. A purposeful mentor and team leader who believes in fostering strong relationships, which are the cornerstone of building highly productive and efficient teams. These teams, consistently deliver outstanding outcomes and demonstrate ongoing advancements in IT Service Management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Director
AutoPayPlus
04.2020 - Current
- Enhanced IT infrastructure by implementing strategic technology upgrades and streamlining system processes.
- Implemented cybersecurity measures to protect sensitive company data and maintain compliance with industry standards.
- Managed team of IT professionals, providing mentorship and guidance to boost productivity and ensure project success.
- Negotiated contracts with vendors, securing cost-effective services for organization's IT needs.
- Established IT policies and procedures, fostering a secure and efficient work environment for all employees.
- Lead and manage IT team towards successful achievement of IT departmental plan and objectives.
- All department and organization decisions were completed using iOS Traction methodology.
- Oversee IT service performance metrics across organization, identify areas for improvement, and work with IT Service Management to implement necessary changes or enhancements to enhance overall service delivery.
- Lead implementation and maintenance processes for organization's IT systems and department.
- Act as trusted IT advisor to C-Suite stakeholders, providing guidance and expertise on leveraging technology to drive business value and achieve strategic objectives.
- Monitoring Internal Customer Satisfaction (CSAT) within organization and taking actions to address any concerns or gaps in IT delivery services.
- Received excellent rating on latest CSAT survey on Q1 2024.
- Preserve assets by implementing disaster recovery, back-up procedures, and health checks.
- Improved IT service Management to better serve team members while improving SLAs
- Increased network security and reliability
- Including, protection from security threats utilizing AlertLogic
- Responsible for all IT vendor relationships to ensure contract adherence and vendor compliance
- Upgraded Call Center IVR to cloud-based system from Five9
- Post IVR upgrade continuously provided maintenance and support for Five9 platform as admin
- Upgraded all desktop PC systems to laptops to ensure business continuity by allowing workforce to shift to remote work when needed. I.e., interruptions caused by COVID-19, Hurricanes, etc.
- Increased security by implementing 2 Two-factor authentications to all our systems
- Installed and configured new Web firewall (WAF), providing ultimate protection from web attacks to our servers located in our COLO.
- Train and administered KnowBe4 to provide Security Awareness and Training Solutions.
- Reduced downtime and improved overall system performance by proactively addressing potential issues with network maintenance.
Network Systems Engineer
Off Lease Only
08.2018 - 03.2020
- Reduced downtime for clients by promptly troubleshooting and resolving complex network issues.
- Improved client satisfaction by providing timely technical support and addressing their specific network concerns.
- Evaluated emerging technologies to identify potential opportunities for network enhancement and increased efficiency.
- Enhanced network performance by designing and implementing efficient system configurations.
- Management and implementation of all IT Systems across organization.
- Including all aspects of Network, Server, VoIP telecommunications, Security Systems, hardware, and software requirements.
- Responsibilities included: Global administrator for Office 365 / Exchange.
- Network administrator for Cisco Meraki network spanning over seven locations.
- Monitored network resource utilization, trending, and perform capacity planning.
- Responsible for Azure on-premises AD maintenance
- Okta single sign-on implementation and administration.
- Lead IT contact providing 24x7 support to ensure that all IT systems and networks are operational.
- Realized savings of 45% with new network design for newly constructed Automobile showroom.
- Provided application support to various automotive retail industry vendors, including CDK Global, Dealer Socket, vAuto, Manheim, and Route One.
- Coordinated with offshore Applications team regarding development, feedback, and end-user support of newly deployed Automobile Request/Dispatch and Security log systems.
- Negotiated with vendors to obtain services and HW for new Orlando Mega-Showroom.
Senior IT Field Support Administrator
Atos
07.2011 - 03.2018
- Responsible for IT administration and support of 500+ users across 14 states for client.
- Delivered 3rd Level support to all end-user computing, network, application support, mobile devices, server maintenance, administration of Windows Active Directory infrastructure.
- Developed strong relationships with key stakeholders including C-Level executives, Area managers, Engineers, and IT customer base to ensure that best IT Service Management practices were implemented.
- As Team Lead, coordinated with remote technicians for quick resolution of escalated service tickets.
- Prioritize and resolve all IT related issues based on severity impact to business operations while meeting or exceeding Service Level Agreements (SLA).
- Tickets monitored with ServiceNow ITSM.
- Migrated users and provided support of KITE – Google Business Suite Applications
- Provided off hours On-call phone support and served as escalation point on issues.
- Utilized Active Directory to administer users, computers, and managed user and file security.
- Responsibilities included design and maintenance of reliable MS Windows Servers while achieving near 100% server uptime by monitoring and ensuring critical patches and updates were properly applied.
- Continuously engaged with all business units and managers within to ensure IT expectations were met.
- Foster environment in which end-users enjoy high levels of service and employees are motivated to deliver top performance.
- Involved with all new site acquisitions, site surveys, expansions, and divestitures within assigned region.
Senior Analyst, Team Lead Field IT
CGI
11.2003 - 07.2011
- Delivered Tier 2 and 3 support for all Air Liquide employees in Southeast and Gulf Coast regions.
- Contributed expertise and assistance to all other regions in U.S and Air Liquide Canada.
- Introduced as Team Lead to mentor and develop new team members with training and best practices.
- Incidents were related to user workstations, file/print servers (Windows server 2008/2003/2000/NT), TCP/IP network, printers, Citrix ICA Client, ORACLE, VoIP phones, Wi-Fi, and e-mail services for Air Liquide America.
- Provided backup onsite support as required to offices in Montreal Canada, Dallas TX, Chanhassen MN, Fremont CA, and Delaware research and development center in Newark DE.
- Gathered specifications from client and build out reliable Windows 2003 / 2008 servers.
- Understand Service level Agreements for Tier 2 Field Support to ensure resolution of incidents within contractually obligated service levels.
- All tickets were monitored with Remedy ITSM system.
- Performed user and group account administration and security with Active Directory.
- Performed data back-up and recovery as required (Symantec Backup Exec).
- Key goals focus on leveraging technology solutions to optimize productivity and improve IT customer satisfaction.
Education
Bachelor of Science - Business Administration
University of Central Florida
Orlando, FLSkills
- ITIL v3 Foundations certified
- Office 365 Global Administrator
- Windows Server Administration
- Five9 IVR administrator
- Cisco Meraki Operator, CMNO
- Lean Six Sigma, Yellow Belt
- Azure cloud with on premises AD
- Technical Support Management
- Information Security
- Disaster Recovery
- Network Administration
- IT Procurement
Certification
- Lean Six Sigma Yellow Belt, ASQ - World Headquarters, 11/01/23, 3856
- ITIL Foundation Level, Pearson VUE
- CMNO, Cisco Meraki, 03/01/19, 013021
Languages
Spanish
Native or Bilingual
Timeline
IT Director
AutoPayPlus
04.2020 - Current
Network Systems Engineer
Off Lease Only
08.2018 - 03.2020
Senior IT Field Support Administrator
Atos
07.2011 - 03.2018
Senior Analyst, Team Lead Field IT
CGI
11.2003 - 07.2011
Bachelor of Science - Business Administration
University of Central Florida
Similar Profiles
Kaelynn PeavyKaelynn Peavy
Host at Texas RoadhouseHost at Texas Roadhouse
Geoffrey MartinGeoffrey Martin
Master Automotive Technician/ Lead Technician at Fields BMW of DaytonaMaster Automotive Technician/ Lead Technician at Fields BMW of Daytona
Lucca MachadoLucca Machado
EMT-Basic at AdventHealthEMT-Basic at AdventHealth
Maryah JimenezMaryah Jimenez
Recreational Aide at City Of OcoeeRecreational Aide at City Of Ocoee
Joshua SchulerJoshua Schuler
IT Director at Junior Chamber InternationalIT Director at Junior Chamber International