Stephen Drone is an IT manager with over 20 years of experience managing global IT infrastructure including networks, voice, data centers, and cloud connectivity. He has a track record of exceeding 99.99% network availability through consistent application of ITIL best practices. Most recently, he developed and managed infrastructure teams supporting over 40,000 network ports for two global enterprise clients as an Area Manager at AT&T.

1. STEPHEN DRONE
312-753-9190 | sdrone@sdrone.net | Hoffman Estates, IL 60169 | linkedin.com/in/sdrone
IT MANAGER
Global IT infrastructure manager with a customer focus skilled in cross functional team leadership and
high availability infrastructure. An analytical leader experienced in managing ITIL service management
and service transition processes while driving collaboration at the intersection of data, voice, and
applications who is often the subject matter expert for business infrastructure troubleshooting.
WORK EXPERIENCE
Area Manager, AT&T 2014 - 2016
Developed and managed 7x24x365 onshore and offshore infrastructure teams operating 40,000
Cisco and Juniper LAN ports, wireless LAN, MPLS WAN, security infrastructure, DNS/DHCP, and
cloud connectivity for 2 global enterprise clients.
• Exceeded 99.99% network availability SLA through consistent application of ITIL service operation,
change, and configuration management principles
• Supervised matrixed teams managing monitoring, service desk process, field services, and
incident escalations
• Coordinated project management and financial forecasts
• Created repeatable problem analysis process resulting in 99% stakeholder approval rate and
improved system reliability
• Managed and motivated staff including training, development, and performance management
• Architected design standards and technology lifecycle documentation tied to CMDB records
Client Delivery Manager, CSC 2010 – 2014
Supervised team of 20 running LAN, WAN, VoIP, PBX, and firewalls/intrusion detection at 110 U.S.
sites and 2 data centers serving 12,000 users.
• Won Global Recognition Award for leadership in support of new VoIP technology
• Delivered transition of 23,000 users to Cisco UCS enterprise communications platform while
prioritizing stability, implementing best practices and reducing problem backlog by 70%
• Drove IT service delivery, vendor management, and contract compliance to increase customer
satisfaction and meet 99.99% availability SLA requirements
• Created finance models that drove revenue and expense in a $4,000,000 budget
• Reduced call quality incident resolution times 50% via proactive incident management process
enabling LAN and VoIP team collaboration
Managed Network Systems Lead, CSC 2007 – 2010
Led WAN, LAN, and telecom teams for 28 U.S. and international sites serving 5000 users.
• Implemented new incident management processes and SLAs
• Arranged VoIP call center certifications by managing vendors, risk, and impact of circuit
installations
Network Manager, CSC 2003 - 2007

2. Drove outsourcing service delivery results to business leaders including operational
reporting/review presentation, key performance indicators, and root cause analysis. Managed
rollout of new SLAs, ITIL training and ITIL process.
STEPHEN DRONE
312-753-9190 | sdrone@sdrone.net | Hoffman Estates, IL 60169 | linkedin.com/in/sdrone
Network Manager, MOTOROLA 2000 - 2003
Managed staff of engineers operating Cisco networks, wireless networks, wiring plants, and data
centers at four campuses serving 9000 people.
• Delivered re-architecture projects to standardize on high availability network design resulting
in 99.999% LAN availability
• Created cross training, virtual team, and on-call programs to maximize team effectiveness
• Planned and implemented advanced VoIP network infrastructure at remote 400 user site
Network Engineer, MOTOROLA 1996 - 2000
Installed and maintained Windows servers, Novell servers, network hardware and software, and
WAN circuits. Implemented firewall, proxy, and VPN services. Planned/maintained computer
rooms, UPS and A/C systems.
EDUCATION
Bachelor of Science – Computer Science, UNIVERSITY OF ILLINOIS
ITIL Foundation and process training, MOTOROLA
Leading with Distinction, AT&T
Transformation Workplace 2020, AT&T
Data Center Virtualization Fundamentals, VMware Cloud Fundamentals, VMware