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Chuck Leighton
SUMMARY
 Highly experienced hands-on Professional Technical Manager with a record of developing and
supporting successful teams, projects, and solutions incorporating a wide range of applications and
technologies. Consistently recognized and tasked by executive management to improve organizational
effectiveness and efficiency. Utilizes exceptional leadership that aligns the business processes and
infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility for the
organization.
 A builder of high performance teams and a natural team leader, mentor, and motivator who thrives in
environments requiring a high level strategist, quick study in emerging technology, and a big picture
thinker. Award-winning leader focused on growing revenues and elevating productivity, efficiency, and
technical infrastructure. Repeatedly tasked by executive management to take over lead of struggling
teams to improve their performance and effectiveness through talent evaluations, performance
enhancements, team talent realignment, education, performance plans, additional talent acquisitions if
required, and, if necessary, releasing poor performers.
CORE COMPETENCIES
 People Management •Team Building Leadership•Technical Support•Client Relationship Management
(CRM)
 Process Improvement•Performance Optimization•Technology Integration•IT Service Management (ITSM)
 Quality Assurance•Help Desk Management•Budgeting•Executive Level Relationship Mgmt.
 Vendor Relations Six Sigma Root Cause Analysis (RCA) •Agile
 ITIL•Engineering Management•SPF Reduction / Elimination•Service Level Agreements (SLA)
TECHNICAL SUMMARY
 Virtualization•UNIX•SAN Networks•Storage Frames
 NAS•Replication•Migrations•Incident / Problem Queues
 F5 Load Balancers•TCP/IP•DNS•Operations Monitoring
 Open System O/S•Linux Red Hat •Logical Volume Mgrs. •Data Backup
 Shell Scripting•High Availability•Clustering•Web/Mobile Banking App Support
 Mainframes•HPUX•EMC Products•Blade Frames
 C++•FORTRAN•HTML•Shell Scripting
TRAINING/CERTIFICATIONS
 Information Technology Infrastructure Library Certification (ITIL)
 Six Sigma Green Belt Certification
EXPERIENCE:
DIGITAL INSIGHT - WESTLAKE VILLAGE, CA MAR-2014 TO DEC-2015
IT MANAGER, TIER II UNIX TECHNICAL SUPPORT-PRODUCTION APPLICATIONS
Leadership of a Financial Application Support Team consisting of 11 direct reports and oversight of an offshore
contracting team of five. Chartered with rebuilding the support team, improving the turnaround time for incident
resolution, increase the quality of the work the team delivers, elevate the team’s Net Promoter Score by 20
points. In one year’s time, I was able to accomplish all of those by:
 Built up the strength of the team, maintaining same headcount, by tripling the daily output of each team
member through improving the team’s skills, improving troubleshooting techniques, queueing incidents
chuck.leighton@twc.com
www.linkedin.com/in/chuckleighton
Chuck Leighton
by defining Subject Matter Experts, working closely with the application development teams to point out
trends, identify defects, and establish better support tools for the team.
 Broke down the virtual wall between client services and support teams: improving relationships,
establishing first-touch resolution procedures.
 The outcome from the above increased our team’s Net Promoter score from 22% to a record high of
65%.
JONES DAY - CLEVELAND, OH JUNE-2012 TO DEC- 2013
IT MANAGER, TIER II STORAGE ENGINEERING
Delivered technical leadership for a Storage Engineering Team consisting of six direct reports. Analyzed
business and technology challenges, assessed costs, and recommended solutions. Identified productive
methods to achieve top performance, eliminate waste, and reduce expenses. Conducted incident resolution of
storage platforms. Maintained Service Level Agreements (SLAs); reviewed, developed, and executed change
requests without negative impact to clients.
 Brought in to get project back on schedule of migrating 30 global offices in a 12-month period to new
EMC VNX5300 and VNX5700 storage frames, minimizing server interruptions and re-establishing data
replication to four data centers. Through procedure optimization and team education, completed project
schedule with original due date established before I arrived instead of the new, later due date afforded
to me.
 Migrated an entire data center from one co-location to another over a weekend by utilizing the backup
data center and physically moving storage and processors; resulting in a successful migration while still
providing access to clients during the event.
 Full responsibility of Ignite, Jump Start, and Satellite servers for the purposes of periodic patching and
upgrades and recovery, vendor relations. Also included, but not limited to, Firewalls, NetBackup, Virtual
Tape Library, HP OV, Mgmt. servers.
 Successfully completed a one-year migration of Lotus Notes application from Solaris to Red Hat platform
reducing cost and improving performance. Activity completed without any visibility to our global clients.
Migration included architecting new environment, installation and certification of environment, porting of
support tools, reworking procedures and documentation, and training of Client Services support staff for
second and third level support.
GE/GXS - BROOK PARK, OH APR- 2005 TO MAR- 2011
GLOBAL IT MANAGER, TIER II UNIX TECHNICAL SUPPORT - PLATFORM / STORAGE ENGINEERING
Delivered technical expertise to establish and direct global 24 / 7 Platform / Storage Technical Services Team
consisting of 24 globally located direct reports. Analyzed business and technology challenges, assessed costs,
and recommended solutions. Identified productive methods to achieve top performance, eliminate waste, and
reduce expenses. Conducted incident resolution of platform, network, and storage platforms. Maintained
Service Level Agreements (SLAs) and reviewed, developed, and executed change requests without negative
impact to clients.
 Increased size of team from 12 to 24 in a two-month period.
 Improved customer experience to 99.999% availability and reliability through visualization of processing,
data synchronization between multiple global data centers, and elimination of single points of failure
while reducing operating expenses.
 Provided input and support to the engineering and architecture teams in determining the technology
roadmap, new infrastructure introductions to operations, and vendor interactions.
 Provided engineering support for Blade Frame technology, Egenera and IBM Blade Center, to reduce
data center footprint and costs. Used VMware for our Windows and Linux platforms to isolate
applications in a virtual environment and to get maximum utilization of our assets.
chuck.leighton@twc.com
www.linkedin.com/in/chuckleighton
Chuck Leighton
 Cross-functional team lead for Disaster Recovery testing with external clients, most notably the large
financial businesses, to ensure their daily transactions could continue uninterrupted should a data center
failure occur.
 Overhauled existing storage procedures, resulting in no negative impacts for storage requests.
 Simplified In-Center / Out-of-Center DR infrastructure reducing cost, eliminating single points of failure,
and simplifying support requirements.
 Worked outside of job scope to make client site visits with Sales team and Account Managers to review
solutions to bring home the sale.
GE/GXS - BROOK PARK, OH OCT- 2002 TO APR- 2004
IT ENGINEER - PLATFORM / STORAGE
Developed and executed on-line migration of client data to new DMX frames resulting in savings of $3,000,000
over four years. Installed, configured, managed, and troubleshot storage systems.
Applied knowledge of storage solutions, leading-edge products and technologies in combination with industry
and business skills to translate client business requirements into system solutions. Delivered exceptional
customer service to clients by providing timely responses to inquiries and completing projects within the
established timeframes. Ensured system design and support met clients’ requirements.
 Led the architecture, installation, and migration to SAN environment from SCSI attached infrastructure.
 Developed isolation procedures on dedicated storage for B2B clients, reducing recovery time from 12
hours to minutes.
 Wrote tools to assist in storage migration, verified host parameters, and gathered information required to
ensure positive outcomes of file system movements between hosts.
 Instituted patch bundle and vendor code deployment process improvements to reduce hand-offs and
improve test plan.
GE/GXS - BROOK PARK, OH JUN-2000 TO OCT- 2002
SR. ITIL – INCIDENT, PROBLEM, AND CHANGE MANAGEMENT
 Lead introduction of ITIL with responsibility for incident and problem management - responding 24/7 to
lead calls with cross-functional teams to resolve issues in a timely fashion and to provide procedures to
prevent reoccurrence. Led the change management team for the infrastructure to insure changes would
provide benefit and not cause disruption of service to our clients. Provided guidance to clean
deployments and reversion plans.
GE/GXS - BROOK PARK, OH APR-1996 TO JUN- 2000
GLOBAL IT MANAGER - DATA CENTER OPERATIONS
 Operations manager for 45 direct reports, responsible for three large, global data centers – Cleveland,
Amsterdam, and Hong Kong.
chuck.leighton@twc.com
www.linkedin.com/in/chuckleighton

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20160624 Mgr Resume

  • 1. Chuck Leighton SUMMARY  Highly experienced hands-on Professional Technical Manager with a record of developing and supporting successful teams, projects, and solutions incorporating a wide range of applications and technologies. Consistently recognized and tasked by executive management to improve organizational effectiveness and efficiency. Utilizes exceptional leadership that aligns the business processes and infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility for the organization.  A builder of high performance teams and a natural team leader, mentor, and motivator who thrives in environments requiring a high level strategist, quick study in emerging technology, and a big picture thinker. Award-winning leader focused on growing revenues and elevating productivity, efficiency, and technical infrastructure. Repeatedly tasked by executive management to take over lead of struggling teams to improve their performance and effectiveness through talent evaluations, performance enhancements, team talent realignment, education, performance plans, additional talent acquisitions if required, and, if necessary, releasing poor performers. CORE COMPETENCIES  People Management •Team Building Leadership•Technical Support•Client Relationship Management (CRM)  Process Improvement•Performance Optimization•Technology Integration•IT Service Management (ITSM)  Quality Assurance•Help Desk Management•Budgeting•Executive Level Relationship Mgmt.  Vendor Relations Six Sigma Root Cause Analysis (RCA) •Agile  ITIL•Engineering Management•SPF Reduction / Elimination•Service Level Agreements (SLA) TECHNICAL SUMMARY  Virtualization•UNIX•SAN Networks•Storage Frames  NAS•Replication•Migrations•Incident / Problem Queues  F5 Load Balancers•TCP/IP•DNS•Operations Monitoring  Open System O/S•Linux Red Hat •Logical Volume Mgrs. •Data Backup  Shell Scripting•High Availability•Clustering•Web/Mobile Banking App Support  Mainframes•HPUX•EMC Products•Blade Frames  C++•FORTRAN•HTML•Shell Scripting TRAINING/CERTIFICATIONS  Information Technology Infrastructure Library Certification (ITIL)  Six Sigma Green Belt Certification EXPERIENCE: DIGITAL INSIGHT - WESTLAKE VILLAGE, CA MAR-2014 TO DEC-2015 IT MANAGER, TIER II UNIX TECHNICAL SUPPORT-PRODUCTION APPLICATIONS Leadership of a Financial Application Support Team consisting of 11 direct reports and oversight of an offshore contracting team of five. Chartered with rebuilding the support team, improving the turnaround time for incident resolution, increase the quality of the work the team delivers, elevate the team’s Net Promoter Score by 20 points. In one year’s time, I was able to accomplish all of those by:  Built up the strength of the team, maintaining same headcount, by tripling the daily output of each team member through improving the team’s skills, improving troubleshooting techniques, queueing incidents chuck.leighton@twc.com www.linkedin.com/in/chuckleighton
  • 2. Chuck Leighton by defining Subject Matter Experts, working closely with the application development teams to point out trends, identify defects, and establish better support tools for the team.  Broke down the virtual wall between client services and support teams: improving relationships, establishing first-touch resolution procedures.  The outcome from the above increased our team’s Net Promoter score from 22% to a record high of 65%. JONES DAY - CLEVELAND, OH JUNE-2012 TO DEC- 2013 IT MANAGER, TIER II STORAGE ENGINEERING Delivered technical leadership for a Storage Engineering Team consisting of six direct reports. Analyzed business and technology challenges, assessed costs, and recommended solutions. Identified productive methods to achieve top performance, eliminate waste, and reduce expenses. Conducted incident resolution of storage platforms. Maintained Service Level Agreements (SLAs); reviewed, developed, and executed change requests without negative impact to clients.  Brought in to get project back on schedule of migrating 30 global offices in a 12-month period to new EMC VNX5300 and VNX5700 storage frames, minimizing server interruptions and re-establishing data replication to four data centers. Through procedure optimization and team education, completed project schedule with original due date established before I arrived instead of the new, later due date afforded to me.  Migrated an entire data center from one co-location to another over a weekend by utilizing the backup data center and physically moving storage and processors; resulting in a successful migration while still providing access to clients during the event.  Full responsibility of Ignite, Jump Start, and Satellite servers for the purposes of periodic patching and upgrades and recovery, vendor relations. Also included, but not limited to, Firewalls, NetBackup, Virtual Tape Library, HP OV, Mgmt. servers.  Successfully completed a one-year migration of Lotus Notes application from Solaris to Red Hat platform reducing cost and improving performance. Activity completed without any visibility to our global clients. Migration included architecting new environment, installation and certification of environment, porting of support tools, reworking procedures and documentation, and training of Client Services support staff for second and third level support. GE/GXS - BROOK PARK, OH APR- 2005 TO MAR- 2011 GLOBAL IT MANAGER, TIER II UNIX TECHNICAL SUPPORT - PLATFORM / STORAGE ENGINEERING Delivered technical expertise to establish and direct global 24 / 7 Platform / Storage Technical Services Team consisting of 24 globally located direct reports. Analyzed business and technology challenges, assessed costs, and recommended solutions. Identified productive methods to achieve top performance, eliminate waste, and reduce expenses. Conducted incident resolution of platform, network, and storage platforms. Maintained Service Level Agreements (SLAs) and reviewed, developed, and executed change requests without negative impact to clients.  Increased size of team from 12 to 24 in a two-month period.  Improved customer experience to 99.999% availability and reliability through visualization of processing, data synchronization between multiple global data centers, and elimination of single points of failure while reducing operating expenses.  Provided input and support to the engineering and architecture teams in determining the technology roadmap, new infrastructure introductions to operations, and vendor interactions.  Provided engineering support for Blade Frame technology, Egenera and IBM Blade Center, to reduce data center footprint and costs. Used VMware for our Windows and Linux platforms to isolate applications in a virtual environment and to get maximum utilization of our assets. chuck.leighton@twc.com www.linkedin.com/in/chuckleighton
  • 3. Chuck Leighton  Cross-functional team lead for Disaster Recovery testing with external clients, most notably the large financial businesses, to ensure their daily transactions could continue uninterrupted should a data center failure occur.  Overhauled existing storage procedures, resulting in no negative impacts for storage requests.  Simplified In-Center / Out-of-Center DR infrastructure reducing cost, eliminating single points of failure, and simplifying support requirements.  Worked outside of job scope to make client site visits with Sales team and Account Managers to review solutions to bring home the sale. GE/GXS - BROOK PARK, OH OCT- 2002 TO APR- 2004 IT ENGINEER - PLATFORM / STORAGE Developed and executed on-line migration of client data to new DMX frames resulting in savings of $3,000,000 over four years. Installed, configured, managed, and troubleshot storage systems. Applied knowledge of storage solutions, leading-edge products and technologies in combination with industry and business skills to translate client business requirements into system solutions. Delivered exceptional customer service to clients by providing timely responses to inquiries and completing projects within the established timeframes. Ensured system design and support met clients’ requirements.  Led the architecture, installation, and migration to SAN environment from SCSI attached infrastructure.  Developed isolation procedures on dedicated storage for B2B clients, reducing recovery time from 12 hours to minutes.  Wrote tools to assist in storage migration, verified host parameters, and gathered information required to ensure positive outcomes of file system movements between hosts.  Instituted patch bundle and vendor code deployment process improvements to reduce hand-offs and improve test plan. GE/GXS - BROOK PARK, OH JUN-2000 TO OCT- 2002 SR. ITIL – INCIDENT, PROBLEM, AND CHANGE MANAGEMENT  Lead introduction of ITIL with responsibility for incident and problem management - responding 24/7 to lead calls with cross-functional teams to resolve issues in a timely fashion and to provide procedures to prevent reoccurrence. Led the change management team for the infrastructure to insure changes would provide benefit and not cause disruption of service to our clients. Provided guidance to clean deployments and reversion plans. GE/GXS - BROOK PARK, OH APR-1996 TO JUN- 2000 GLOBAL IT MANAGER - DATA CENTER OPERATIONS  Operations manager for 45 direct reports, responsible for three large, global data centers – Cleveland, Amsterdam, and Hong Kong. chuck.leighton@twc.com www.linkedin.com/in/chuckleighton