Chris DeSilva

Summary:

Management of IT Infrastructure & Service Desk Teams comprising of 13 team members.

• Provided strong leadership to enhance team productivity and morale.
• Spearheaded & implemented incident management process for the IT Operations & Banking teams.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Improved team performance by providing comprehensive training and fostering collaborative work environment.
• Mentored junior staff members for skill development and career progression.
• Implemented and developed operational standards, policies and procedures.
• Achieved operational excellence by streamlining processes and implementing best practices.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Established team priorities, maintained schedules and monitored performance.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Summary:

Management of entire IT Infrastructure, Security & Servise Desk team for both Pace Credit Union & Continental Currency Exchange, compromising of 10 Team members.

Infrastructure Team

• Rebuilt server and network team and stream-lined IT operations.
• Spearheading re-architecture of VMware Virtualization Deployment.
• Spearheading re-architecture VMware Horizon for VDI deployment.
• Managing Cyber Security & Network Operations to ensure a robust, fully redundant, and secure network deployment for both companies.
• Management of vendor relationships for both Network & Systems deployments for both companies.
• Infrastructure deployment documentation management.
• Rebuilt & deployed CCTV deployment for PaceCU.
• Rebuilt & deployed new media screen deployment for PaceCU.

Service Desk Team

• Streamlined SD team operations and ensured proper utilization of the ticketing platform with both team and internal clients.
• Rebuilt inventory management and streamed lined inventory deployment for both companies.
• Improved customer service for the service desk team.

Security

• Reimplemented patching strategy for the network and server teams.
• Implemented patching platform ( Manage-Engine) to the infrastruture team.
• Ensured end point protection is maintaned with the Service Desk team.
• Ensured continual of Cyber Security Awareness & training for the orgarnization.
• Implemented corrective actions for entire infrastructure from pen test findings report.

Summary:

Management of Networks & Security deployment for both Pace Credit Union & Continental Currency Exchange.

Network Infrastructure

• Implemented and deployed new next generation firewalls and load balancers. - (Fortinet)
• Redesigned network architecture for Continental Currency Exchange & spearheaded the re-deployment.
• Participated in multiple audits for both companies.
• Spearheaded IT Network & Security Operations per executive strategies developed by partnering with corporate executive team and department heads with tact
• Attained high productivity while working within tight timelines whilst being highly flexible, organized, and prioritizing workload effectively and efficiently in a timely manner.
• Coordinated and managed multiple projects that support Operational Excellence

IT Operations - Management

• Implemented and ensured compliance with all operating procedures, processes, and policies
• Coordinated routine communications with clients, staff, internal departments, consultants in an empathetic, efficient, and timely manner.
• Managed IT budgets and restructure Infrastructure licenses & spending and achieved a cost-efficient model for both companies.
• Handling contracts, vendor negotiations, and bid proposals with diligence and timeliness.
• Resolved complex issues by determining the needs of the clients and offering favorable solutions.
• Maintained contact and followed up on problems that required special handling.
• Researched and responded to client inquiries and explained processes to their satisfaction.
• Implemented ITIL-based policies & procedures that addressed incident, problem and change management.

Security

• Implemented proper end point protection & EDR for both companies.
• Implemented proper logging of log collection from all infrastrucure equipment as well as Active Directory.
• Implemented network & security procedures and protocols to ensure both companies are kept separate within the same infrastructure.
• Implemented cyber security awareness & training for both orgarnization by utilizing KnowBe4 training platform.
• Worked closely with Governance manager to to ensure implementation of the training platform and ensuring all users increase their cyber awareness mindset.

• Spearheaded Firewalls, Routers & Switches in the 2 data centers and network operations, while migrating the network to a modern dynamic routing deployment
• Implemented deployment of modern routers & switches in a spine & leaf design architecture, while upgrading branch level networking functions, and deploying network security standards and hardening to entire network deployment
• Attained the organizational goals and expectations by continual learning, application of procedures and tasks, as well as meeting or exceeding company needs with genuine passion
• Established a strong premise for maintaining satisfactory throughput whilst ensuring that the unique needs of the department are met in a timely, diligent, and empathetic fashion
• Evaluated and analyzed relevant work functions for various situations in a proactive manner, whilst ensuring adherence to compliance per company guidelines.

• Desktop support & Networking Operations at the remote mine locations, while providing desktop support services for over 500+ users and administering routers, switches & microwave deployments
• Effectively deployed VOIP to entire organization, while deploying Windows 8 upgrade to entire organization as well as microwave deployment between the 2 mine facilities
• Successfully deployed corporate WiFi at the mine sites
• Coordinated and monitored processes, tasks, and functional procedures diligently by following organizational protocols as needed
• Maintained quality service by following company policy and procedures
• Created strong relationships and viable connections with vendors and dealers
• Contributed to team effort by accomplishing productivity goals, targets and team objectives
• Assisted in effective development of policies and operating procedures to facilitate functional elements and ascertained goals.