Recent Resume

1. CARLOS JIMENEZ
11216 Riverchase Drive
Richmond, VA 23233
Home: (804) 747-3307
Cell: (804) 514-8890
8042054481cj@gmail.com
PROFESSIONAL SUMMARY
Highly skilled Leader with extensive operational experience in the telecommunications, information
technology and construction industries. Demonstrated expertise delivering complex mechanical and
technical solutions both for enterprise-wide agencies and financial institutions as well as new and existing
construction. Proven track record of project management skills, vendor relationship management and
cross-functional team management. Recognized as an outstanding communicator, able to explain complex
technical concepts to non-technical individuals.
• Managed Cisco Router Networks • Call Centers
• Managed Optical Networks • ATM Networks
• Incident / Problem Management • Help Desk and ATM Help Desk
• Disaster Recovery
EXPERIENCE/ACCOMPLISHMENTS
Capital One, Richmond, VA 2008-April 2016
Incident Manager & ATM Manager - Principal Associate
Implemented contingency plans and provided technical support for enterprise-wide system outages.
• Identified the technical and human resources, collaborated with IT and lines of business and
implemented required support, reducing system downtime and related costs.
• Interfaced with Senior Management, ensured the proper level of management was involved for
technical support and were abreast of the situation.
• To regularly review performance and trends in response to incidents of all types and to provide
recommendations to the Service Center Manager for service improvement.
• Monitor Capital One devices real-time monitoring of all network systems/devices on a 7x24
basis. This includes monitoring of connectivity and/or functionality of devices such as file
servers, ATMS, routers, switches, and network.
Manager for ATM Monitor Team for Capital One ATM network. Monitor the ATM
network which includes escalation to vendors, such as, Diebold and NCR. Work with web based
applications for Diebold, NCR, Gasper, and Supportnox. Also, utilize Mainframe TPX to
troubleshooting ATM outages.
• Coached and improved morale of newly formed team maintaining steady work
environment for the team.
Electronic Data System (EDS), Herndon, VA 2007–2008
Technical Delivery Manger
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2. CARLOS JIMENEZ 804-514-8890
Direct and manage team of 25 technicians in the outsourced delivery of network availability across three state
agencies for the state of Tennessee.
 Recruited, organized and trained technical support team, improving skill levels,
meeting and exceeding service level agreements, and expanding contract to an additional
agency, increasing revenue and market share.
 Evaluated legacy system and replaced existing platform with HP Openview which
improved monitoring function for network availability.
 Coached and improved morale of newly formed team ending high turnover rate,
decreasing hiring costs and maintaining steady work environment.
 Managing customer relationships with the state of Tennessee to ensure quality of
service was exceeded and with compliance of all SLA’s.
Dominion Waterproofing, Richmond, VA 2005–2007
Project Manager
Provided full life cycle project management for waterproofing projects in new and existing commercial
and residential buildings, directing and managing workforce.
 Delivered unscripted sales presentations, closing approximately 60% of sales.
 Independently acquired mechanical and building code knowledge, successfully
overseeing skilled masons/bricklayers and unskilled laborers, delivering projects on time
and within budget.
 Acted as corporate liaison establishing rapport and delivering high level service
relationships which enhanced company reputation and secured word-of-mouth marketing.
Bank of America, Richmond, VA 2004-2005
Problem Director, Vice President
Implemented contingency plans and provided technical support for enterprise-wide system outages.
• Identified the technical and human resources, collaborated with IT and lines of business and
implemented required support, reducing system downtime and related costs.
Electronic Data System (EDS), Richmond, VA 2003-2004
Network Infrastructure/Operations Manager
Managed and provided outsourced support for Bank of America’s Cisco network account.
• Directed the Call Center operations which provided trouble-shooting intervention for
network-related problems, answering 98% of all calls within 30 seconds.
• Maintained and exceeded network availability through diligent teamwork and
distribution of resources.
• Coached and improved morale of newly formed team ending high turnover rate,
decreasing hiring costs and maintaining steady work environment.
• Managing customer relationships with the state of Tennessee to ensure quality of
service was exceeded and with compliance of all SLA’s.

3. Bank of America, Charlotte, NC 1992-2003
Technical Manger/Vice President, Richmond, VA (2001-2003)
Managed the day-to-day operations supporting the installation and availability of multiple technical
systems.
• Implemented innovative optical technology, utilizing strategically placed optical network
facilities nationwide which allowed for network growth and more robust corporate connectivity.
• Created and continuously improved new technical support processes, increasing
availability and usage of cutting edge technologies across the enterprise.
• Established and improved vendor relationships with five distinct technical suppliers
assuring compliance and delivery of service levels and timely resolution of issues.
• Coached and improved morale of newly formed team ending high turnover rate,
decreasing hiring costs and maintaining steady work environment.
ATM Network Support Manager/Vice President, St. Louis, MO (1999-2001)
Help Desk System Manager/ Vice President, Concord, CA (1995-1999)
Item Capture & Processing/Manger, Brea, CA (1992-1995)
Systems Monitoring Tools
HP OM, ARX, Alive, Tivoli, Sitescope, Gasper (ATM Networks), Control M (batch)
EDUCATION/CERTIFICATION
• California State College, Chico, CA, completed 45 credit hours.
• Trained in Kepner Tregoe which is nationally known for Command Center training for such
organization, such as, NASA and other major corporations.
COMMUNITY AFFILIATIONS
• Tuckahoe Youth Football, Richmond, VA
 Board of Directors, 2005-2009
 Athletic Director, 2005-2006
 Coach, 2000-2008
• All-American Wrestling, Richmond, VA
 Board of Directors, President, 2004-2006