Brad A. Elliott
[Send email using form at bottom]
[Send email to request phone number] 29-5556
SUMMARY OF QUALIFICATIONS
Information Technology Professional with over 20 years experience leading
Service Delivery Teams and managing IT Systems. Proven ability to increase team
efficiency and customer satisfaction by establishing standards and practices to
ensure the consistent delivery of cost effective, technical solutions based on
industry best practices.
PROFESSIONAL EXPERIENCE
Florida Virtual School, Orlando, FL March 2008 to August 2009
Manager, Application Services Team
Managed a team of 8 IT Professionals providing 2nd and 3rd level support for
various Enterprise Applications including MOSS/SharePoint, Parature, Lotus Notes,
Crosspointe, Blackboard Learning Management System (LMS), and other applications
to Staff, Franchises, Teachers, and deliver online educational opportunities to
over 80,000 K-12 Students throughout the State of Florida, and in other states
and countries.
Provided the leadership and experience to transform the Application Services
Team from a group of technicians delivering reactive support, comprised of ad-hoc
fixes and workarounds, into a disciplined team providing superior customer
service by delivering timely, comprehensive technical solutions. The result was
an Application Services Team that was trusted and respected enough to be
referenced as a feature to Florida School Districts considering entering into an
FLVS Franchise agreement.
Established comprehensive Service Level Agreements (SLAs) with each business
unit to better manage expectations and provide a standard for measurement of
performance. This clearer understanding of roles, responsibilities fostered a
much more collaborative atmosphere with the customer.
Reconfigured Parature Help Desk Software to better manage IT support requests
by creating routing and escalation rules, along with time sensitive alerts to
notify technicians and management of overdue support requests, which reduced the
response time for Application Support service requests as much as 50%.
Consistently took the initiative to assume ownership of issues outside area
of responsibility to ensure customer satisfaction and protect the interests of
FLVS. Received FLVS Nice Catch Award in February 2009.
Independent Contractor, Orlando, FL June 2004 to March 2008
Performed the migration of 3rd party applications from Windows XP to Windows
Terminal Server which provided greater stability, remote access, and multi-user
functionality.
Installed and configured MS Office Suite 2003, VISIO, MS Publisher,
firewalls, web servers, VPNs, DNS, and handhelds increasing productivity, and
providing remote access and administration.
Researched and installed an industry specific CRM application that provided
the ability to conduct targeted sales campaigns to develop future business.
Developed a solution to extract MLS information for use in Real Estate sales
and marketing, contributing to an unprecedented $25M in sales in FY2005.
SRI / Disney Cruise Line, Orlando, FL September 2002 to June 2004
Project Manager (Consultant)
Provided Project Management services to Disney Cruise Line (DCL) .NET team to
develop DCL specific methodologies for the iterative development and rapid
deployment of high quality applications.
Assumed responsibility for overdue and over budget projects and brought them
to successful completion.
Facilitated meetings between IT and the Business Units to provide status
reports and to negotiate any changes to scope, cost, or schedule to manage
expectations and ensure the success of the project.
Responsible for Project budgets, resource allocation, schedules, PMO required
deliverables, and regular updates of progress via email, corporate Intranet, and
status meetings.
Coordinated the timely delivery of Enterprise IT services from Websphere
Team, SQL Server Farm, and DCL Server Teams, ensuring the on-time testing and
rollout of applications and support.
Selected accomplishments include the conversion of Point of Sale (POS) system
at all ESPN Zone stores, Pal Mickey SMS prototype, Cast Member Professional
Development Tracking System, Guest Express (Magical Express) prototype, and
Package Express.
Harcourt Education IT, Orlando, FL June 1999 to August 2002
Manager of Web Services / Project Manager
Responsible for a technical staff providing Internet hosting services to
various Harcourt Business Units. Services included corporate websites,
eCommerce, Learning Management Systems (LMS), Content Management, and other
eLearning related applications.
Project Manager for a 9 month $5M infrastructure replacement project
coordinating a team comprised of IT staff, consultants, and vendors resulting in
the seamless transition of Internet and Intranet hosting into a high availability
high security environment. Presented with a Harcourt Core Values Award.
Managed the rapid development and implementation of JAVA based applications
as an immediate response to the failure of obsolete e-commerce and EDI systems,
preventing a significant loss of revenue.
Contributed to the creation of a Project Management Methodology and the
establishment of a Project Management Office (PMO) which resulted in the ability
to control costs, provide executive oversight, and eliminated the ad-hoc
initiation of projects.
Managed a data center consolidation of hardware, websites, applications, and
network services from Boston to Orlando providing a significant reduction in
costs.
Initiated the creation of an enhanced change management process, which
resulted in controlled, documented modifications to the production environments,
with minimal risk to the business.
Collaborated with Harcourt service delivery teams and Lexis Nexis to create a
Security Operations Center (SOC) to serve as a command center for all monitoring
and security functions by proactively addressing enterprise security issues,
Internet viruses, and regular external attacks.
Oracle Corporation, Orlando, FL February 1998 to June 1999
Senior Technical Analyst / Team Lead
Resolved escalated customer issues with Oracle products running on Microsoft
Server and Windows desktop systems. Supported databases on Microsoft Cluster
Server, Terminal Server, Citrix and gateway products for Microsoft SQL Server and
ODBC.
Performed technical interviews of candidates and mentored Technical Analysts
resulting in higher quality technical support and increased customer
satisfaction.
Remotely performed maintenance, tuning, and recoveries of Oracle databases,
saving customers considerable labor and other business costs.
Created and maintained a Microsoft test environment used to resolve technical
issues and to duplicate and document product defects. Made recommendations to
development teams for enhancements and future functionality. Authored technical
bulletins used by support analysts world-wide.
Anderson Consulting, Englewood, CO April 1995 to January 1998
Consultant
Project Manager and technical lead for the rollout of Citrix, providing
remote access and thin client technologies used to support copper and coal mining
operations.
Key contributor during the rollout of Windows NT 4.0, Windows 95 and
MS-Exchange 5.5 replacing outdated Novell Netware, Windows 3.1, and Microsoft
Mail.
Martin Marietta, Various Locations 1981 to April 1995
Field Support Technician / Consultant
Executed and tested Pershing II missile system operating procedures use by US
Army personnel in the field.
Provided onsite technical support for the US Marine Corps F/A-18 Hornet at
military bases, air stations, and shipboard locations. Collected, processed, and
analyzed flight and engine data as required for maintenance, training, incident
analysis, and to ensure combat readiness.
Provided hardware and software support for Tempest SUN workstations at
military bases, government installations, and other venues, replacing components
and maintaining UNIX operating systems as required.
TECHNICAL EXPERIENCE
Windows XP MS Office Suite 2007 Business Objects XI
Windows 2003 Server VISIO 2007 Salesforce CRM
Active Directory Microsoft Project 2007 Terminal Server / Citrix
TCP/IP DNS MOSS 2007 / Sharepoint 2007
MS Exchange 2007 Open Workbench Parature Help Desk
TRAINING & CERTIFICATIONS
Conflict Resolution Microsoft Project 2007
Customer Service (Raving Fans) MS-SQL Server Administration
Managing Organizational Chang Oracle Database Administration
Sun Solaris Administration Oracle Backup and Recovery
Securing and Auditing UNIX Certified Oracle DBA (8i)
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