Stephen Drone, IT Manager
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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.
Stephen Drone, IT Manager
- 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