JOLEEN HOFFMAN

16112 Cedar Circle Home: 402-697-9232

Omaha, NE 68130 Email: jh78799c@westpost.net

PROFESSIONAL SUMMARY
IT Operations Leader with a proven record of exceptional accomplishments managin
g multiple complex priorities in fast paced, multi-location environment. Solid
background in all IT Operations areas with particular emphasis on:
*Data Centers *Change-Patch-Configuration Mgmt.
*Project Management *Budget Forecasting and Accruals
*Disaster Recovery (DR) Sites *Purchasing
*Sarbanes Oxley (SOX) Compliance *Contract Negotiations and Reviews
*Payment Card Industry (PCI) Compliance *Hiring-Recruitment

PROFESSIONAL EXPERIENCE
VERTRUE INC.; OMAHA, NEBRASKA 1999-2008
Premiere on-line marketer of loyalty membership programs servicing18 million cus
tomers domestically and internationally.
Senior Director, Infrastructure and Operations 2006-2008
Maintained a Data Center, Network Operations Center (NOC) and Disaster Recovery
Site (DR) that contained 500+ Windows Servers; 7 EMC SAN Systems and 3 IBM i520
Systems; which supported 10 locations in the US and Canada. Managed and sustaine
d a $3 million operating budget and a team of 20.
* Maintained a 15 minute resolution response time, for a NOC delivering a 24x7x
365 Level 1(Hardware) and Level 2 (Hardware and Software) monitoring support for
all major revenue generating system platforms, such as Siebel; e-commerce and D
ata Warehouse, etc.
* Researched, developed and implemented compliance policy and procedures to meet
the legislative requirements for Payment Card Industry (PCI) which enabled the
Data Center Operations Department to successfully pass the first auditor's revie
w each quarter.
* Forecasted, presented and adhered to a yearly departmental operating budget in
excess of $3 million while maintaining a flat budget in service maintenance con
tracts year after year.
* Developed and implemented a Daily Executive Summary Report that communicated t
he daily action and events of the Data Center and was distributed to all IT exec
utives.
* Established corporate-wide Change Management, Patch Management and Configurati
on Management Policy and Procedures to meet PCI compliance requirements for impl
ementation within 30 days.
* Managed, coordinated and participated in a Gartner Benchmarking Project and pr
esented findings to the company's executive team.
Director, Data Center Operations 2003-2006
Developed and maintained a Data Center and a Disaster Recovery (DR) site that su
pported the core enterprise-wide network hardware business needs.
* Recruited to rescue the Data Center after a major outage. Developed and establ
ished the first set of Data Center Policy, Process and Procedures that prioritiz
ed the business needs.
* Planned and led a team of 30 members, both internal and external vendors, to r
elocate and move 350 existing servers, over a 2 day period, to new data cabinets
reusing the existing data and electrical feeds with minimal impact to the end u
sers.
* Developed, researched and implemented Data Center procedures to meet the initi
al Sarbanes Oxley (SOX) compliance requirements and successfully passed auditors
' reviews.
* Researched, planned and implemented the company's first DR solution for all cu
stomer interfacing critical systems, which included detailed implementation and
failover procedures for all of the systems at the DR site. Tested DR procedures
monthly and quarterly.
* Purchased and implemented 3 new IBM i520 Systems with no downtime to the end u
sers.
* Managed the purchase of 2 new EMC SAN Systems for the DR and Data Center to fa
cilitate synchronized replication between the 2 sites with no downtime to the en
d users.
* Established enterprise-wide tape backup retention policies. Managed the nightl
y tape backups of data for the core enterprise systems in various locations in t
he US and Canada.
Senior Manager, Telecom and Special Projects 2001-2003
Supported the Automatic Call Distribution (ACD) telephone systems and provided p
roject management on all special projects. Managed a team of 5 telecom analysts
to support the daily business needs of the call centers in the US and Canada.
* Researched, planned and coordinated the installation of an ACD phone system an
d voice mail system, supporting both French and English, for a new 350 seat call
center in Montreal, Canada, that opened on time and on budget.
* Directed the installation and system integration of 3 new IBM high capacity la
ser printers at the fulfillment center that supported printing for 6 million mem
bers.
* Organized and implemented the consolidation of 2 data centers and 600 desktops
into one corporate location over a 3 day weekend with no additional downtime to
the end users.
Telecommunications Project Manager 1999-2001
Project managed the purchase and replacement of all the telephone and voice mail
systems.
* Executed the simultaneous installation of 2 new call center ACD telephone syst
ems in 2 states over a 3 day weekend with no additional unscheduled downtime.
* Planned, scheduled and successfully implemented the simultaneous installation
of 3 new voice mail systems in 3 states over 1 weekend.
* Organized, scheduled and planned the successful installation of a new phone sy
stem to support 2 corporate locations in Connecticut.

UTELL INTERNATIONAL; OMAHA, NEBRASKA 1990-1999

Reservations call center supporting over 5,000 world-wide hotel members.
Telecommunications Manager 1994-1999
* Managed the ACD telephone system that supported a 150 seat call center and 250
corporate users and developed, implemented and tested business continuity plans
.
Facilities/Project Manager 1990-1994
* Oversaw the construction of a new 60,000 sq. ft. facility budgeted at $10milli
on, which came in under budget at $6.5million.
* Scheduled and planned the move of 350 employees, the installation/move of both
the existing ACD telephone system and Data Center into the new facility over 1
weekend.
EDUCATION
Bachelor of Science in Business Administration - University of Nebraska at Linco
ln
Emphasis in Management, Marketing and Economics (Obtained Degree in 3.5 years)
Information Technology Infrastructure Library (ITIL) Certification