IT services and infrastructure leader with expertise in providing and sustaining exceptional customer and user experiences via enterprise technology: service delivery via service desk and incident response; Data Center infrastructure via voice and data networks, databases, servers, high availability, monitoring and alerting, capacity planning, and disaster recovery; information security including operations, business continuity, access control, and compliance.
IT services and infrastructure leader with expertise in providing and sustaining exceptional customer and user experiences via enterprise technology: service delivery via service desk and incident response; Data Center infrastructure via voice and data networks, databases, servers, high availability, monitoring and alerting, capacity planning, and disaster recovery; information security including operations, business continuity, access control, and compliance. Global experience in all geographies and direct leadership of teams in North America and Asia Pacific.
Proven ability to take on new leadership roles and responsibilities and quickly provide measurable, positive results. Recognized for strong relationships, positive attitude, team building, associate development, effective communications, and leading transformational IT change initiatives.
Avid and fast learner with valued professional certifications: CISSP (InfoSec), CPP (Security), CBCP (BCP & DR), PMP (Project Management), and Support Center Director (Service Desk).
Director, Global IT Networks @ Responsible for IT Networks and infrastructure globally: performance, availability, capacity, security, voice, data, LAN, WAN, wireless, route/switch, firewall, vpn, internet, MPLS, cloud (voice & data), incident response, vendor management, and disaster recovery. Support all Diebold facilities, 6 Data Centers, and customer networks for Cisco TelePresence, Avaya and Cisco voice solutions, Cisco data networking hardware and software, and F5 BigIP load balancers. Report to VP, Global IT Service Delivery with network teams in North Canton, Ohio and Hyderabad, India. From December 2014 to Present (1 year 1 month) Director, Global IT Service Desk @ Responsible for IT Service Desk: global IT services Incident Response Management, PC's (images, distribution, break/fix), L1 Help Desk, L2 PC Support, mobile phone support, and Executive concierge support. Manage Verizon VCC, McAfee EPO, Hitachi password manager, Citrix, and HP Service Manager. Implemented Customer Satisfaction Surveys and reporting to business leadership on Help Desk performance. Rolled out IT service catalog and self-service for requests and incidents. Continued responsibility for Enterprise IT Disaster Recovery (DR). Report to VP, Global IT Service Delivery. Added IT Access Control team for IT Applications as well as L1, L2 PC support, and access control teams in Hyderabad, India. Insourced global IT Service Desk from scratch as a transformation activity with major cost savings after years as outsourced service. Implemented virtual call center technology, expanded coverage to 24x7, and added multi-language support. Achieved Support Center Director certification in 2012 and PMP for Project Mgmt in 2013. From October 2011 to December 2014 (3 years 3 months) Director, Global IT Security Operations @ Global responsibility for Security Architecture & Operations, Business Continuity and Disaster Recovery, IT Access Management, and Physical Security. Report to VP, CSO (Chief Security Officer) and to VP, CIO as IT Security liasion. Completed BIA's (Business Impact Analysis) for business continuity planning with Executives to determine application availability priorities. Led BCP table top exercises with business owners at Corporate HQ, Manufacturing sites, and Financial Service centers. Led Enterprise IT DR exercises at outsourced and in house DR Data Centers. Led $1 million technology upgrade to access control systems, ID badges, and IP video surveillance at 15 locations. Implemented access control policy and secure document destruction program. Added responsibility for IT Access Mgmt to manage add, delete, change for all applications: Active Directory, Oracle eBiz, Mainframe, VPN, eMail, etc. Added responsibility for security architecture, vulnerability management, security monitoring, incident response, and forensics. Achieved prestigious CISSP (InfoSec) and CPP (Physical Security) professional certifications in 2010. From October 2008 to October 2011 (3 years 1 month) Manager, BCP & DR @ Responsibility for BCP (Business Continuity Planning) and DR (Disaster Recovery). Member of Diebold's initial cross functional ERM (Enterprise Risk Management) business team as IT representative. Created Diebold's first BCP Program from scratch as well as building at BCP & DR Team. Responded to financial regulatory and customer compliance requests. Planned and led Enterprise IT DR exercises at alternate Data Centers. Report to VP, CISO (Chief Information Security Officer) in Global IT. Achieved CBCP (BCP & DR) professional certification. From February 2007 to October 2008 (1 year 9 months) Manager, Data Center Operations @ Responsibility for all Data Center activities, architecture, and infrastructure to operate, sustain, and support IT business applications: Data Center facilities, 24x7 Computer Operations, Server Support, Database Support, Storage, Backup & Recovery including Disaster Recovery and offsite recovery exercises, Monitoring & Alerts, Capacity Planning, Performance & Tuning, Vendor Management, budgeting, technology lifecycle planning, strategy, and procurement. Managed a team of 40 associates and a $14 million annual budget. Report to Director, IT Operations. From June 2006 to February 2007 (9 months) Manager, Data Center Operations @ Same responsibilities as Manager, Data Center Operations with Diebold. Deloitte Consulting provided IT services to Diebold via an outsourcing agreement. From October 2005 to June 2006 (9 months) Manager, Server Support @ Same responsibilities as Manager, Server Support with Diebold. Deloitte Consulting provided IT services to Diebold via an outsourcing agreement. From September 2002 to October 2005 (3 years 2 months) Manager, Server Support @ Responsibility for operating and sustaining all IT business application server infrastructure. Began with IBM Mainframe and expanded to include "current technologies" for all servers, databases, and system software/hardware: OS/2, Windows, Unix (HP, AIX, Linux), Informix, Oracle, SQL Server, MS Exchange. Implemented BMC Patrol for availability, performance, monitoring, and capacity planning. Supported CA-Unicenter and Tivoli suites of open systems tools and presented at local and national conferences. Published in BMC Software ViewPoint magazine for use of synthetic transactions. Attained IBM e-Business Solution Designer certification. Started with 1 server (Mainframe) and a team of 6 and grew to 15 in North Canton, Ohio and 2 in India and 350 servers. From July 1994 to September 2002 (8 years 3 months) Systems Programmer @ Responsibility for all infrastructure capacity planning, performance and tuning, chargeback reporting via SAS, and system software support. Implemented and supported rollouts of OS/2 servers, token ring LANs, DOS PC's, and shared Windows applications. Report to Manager, IT Technical Support. From April 1985 to July 1994 (9 years 4 months) Applications Programmer @ Develop, test, and support IT business applications based on IBM Mainframes using COBOL, MVS JCL, CICS, DB2, IMS, VSAM, and Mark IV. Report to Manager, IT Field Service Applications. From June 1983 to April 1985 (1 year 11 months) Computer Science Co-op @ Co-op student in Data Center Operations and IT Applications Development From June 1980 to June 1983 (3 years 1 month)
Bachelor's Degree, Applied Computer Science and Mathematics, Summa Cum Laude @ University of Mount UnionValedictorian @ New Philadelphia High School John Pollock is skilled in: Disaster Recovery, Data Center, IT Service Management, Security, Vendor Management, Information Technology, IT Operations, Integration, Process Improvement, Business Continuity, IT Management, Business Analysis, ITIL, Technical Support, IT Strategy
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