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Carlos A. Luna, Jr.


Experienced business-oriented and customer-focused IT Leader with strategic vision, integrity and strong management skills.  Managing multiple teams across enterprises; successfully planned and implemented mission-critical technical projects including technology modernization, M&A integration, virtualization implementations, VoIP deployments, hardware refreshes and software compliance efforts.  Delivering ITIL-based processes for efficient operational functions, improved IT service delivery and automated systems management.


IT Management

- Design, maintenance, development and evaluation of all IT services, functions and tools

- Delivery of IT Services utilizing ITIL and COBIT frameworks

- Integration of operational technologies such as infrastructure systems, data center, network, telecom, and database services

- Enterprise desktop management and architecture technologies

- Creation and execution of short and long-term strategic plan to meet business goals and requirements

- Preparation of RFP’s, project proposals, scope of work, hardware/software refresh/rollout and asset management process

- Operation of and accountability for departmental and project budgets

Program Management / Business Systems Analysis

- Project portfolio management

- PMO functions to include discussion of deliverables, project timelines and identified risks

- UAT process management and documentation to include test cases, training material and issue tracking

- Development of functional and technical specifications while working with IT and business teams

- Change Management, release management, incident management and problem management

- Business requirement gathering and cost/benefit analysis

- Coordination with all stakeholders to define project scope, risk and business impact

- Documentation and adherence to SOX controls and established processes

Project Management Technology Implementation / Support

- CommVault, Compellent, VMware, Quest Tools, NetQoS, SolarWinds, Dell hardware

- Active Directory 2008, LDAP, DNS, OU’s, GPO’s, WSUS

- Cisco VoIP, Cisco Call Manager, Unity Messaging, IP Telephony hardware, Cisco IP Communicator

- Networking fundamentals – MPLS cloud (T1, ATM, frame relay and DSL), TCP/IP, VPN Connectivity

- Citrix, Maximo, PeopleSoft, eTime, in-house & legacy applications

- Windows Operating Systems

- Hardware imaging and standardization, IBM, HP, Dell, Toshiba

- Symantec Altiris, DELL KACE (inventory, patch, deployment, asset management, application metering, CMDB, service desk)

- Trend Micro, Symantec EndPoint/Norton/Ghost, McAfee, Ad-Aware, Cisco Security Agent

- Lotus Sametime, MS Office Communicator (Lync, OCS), Webex, GotoMeeting, LiveMeeting, Netmeeting

- PDA / Wireless Technology and Services, ActiveSync, Blackberry, Bluetooth, Wi-fi, HotSync Manager, Versamail, Intellisync, iPAQ, Palm Devices (Treo), SprintPCS Business Connection

- MS Office Suite 2010 and prior versions

- MS SharePoint, Exchange, OWA, Project, Visio, Publisher, FrontPage


Health and Human Services Commission (through EKHP Consulting LLC), Austin, TX
2010 – Present
Program Manager – Infrastructure Services and Operations (8/2012 – Present)

  • Oversee operational roles and responsibilities of newly instituted Infrastructure Services team composed of directory services, back-up solution, storage capacity, virtual environment and infrastructure hardware support
  • Uphold agency guidelines and policies while encouraging a balance of self-initiative, accountability, cohesiveness, teamwork and leading by example
  • Manage team initiatives portfolio and execute to developed plans with little direction and ample autonomy for the success of any particular effort
  • Provide strategic and process-driven guidance as requested by IT colleagues within Enterprise Data Center Operations, Telecom, Network Support, Data Center Services and System Identify Management
  • Collaborate with key IT partners such as IT Security, Customer Service Operations, Business Services, Chief Technology Office and Enterprise Applications
  • Participate in assessment, analysis, testing and integration of new technologies and the designation of these new services
  • Take the lead in implementing solutions across multiple systems environment within the agency as well as across the HHS enterprise
  • Contribute to operational improvement processes, resource management and re-tooling, as well as contingency planning
  • Act as liaison between IT technical teams, IT executive leadership, business management and program area stakeholders
  • Manage contractor team supporting infrastructure services and providing guidance relevant to timesheet administration, approval process, submittal and monthly hour review
  • Develop processes for higher efficiency, better service delivery, scoped service level agreements,
  • Create reports from metrics, statistical analysis and presents alternatives to mitigate existing IT service disruptions
  • Work in partnership with the CTO group for strategic roadmap, tactical planning, program management and prioritized execution of critical short and long-term goals

Project Manager – Local Office Infrastructure Modernization Project (5/2011 – 7/2012)

Agency-wide program with the main objective to improve IT services to agency staff, including eligibility offices, by providing enhanced storage solution, advanced reliability, solid security, replication and back-up processes.

  • Lead core project team as project manager for Novell to AD system migration, then promoted to program manager for final delivery and closure of project, while transitioning to operations
  • Assisted in the completion of the guest wireless solution and final installation of the additional UPS supporting Austin-based core hardware infrastructure
  • Implemented ITIL-based processes for on-going support of newly delivered technologies
  • Assisted in the coordination of the migration of over 17,000 end-users and workstations from a legacy Novell structure to a centralized Active Directory environment
  • Executed methodical plan to remediate project roadblocks with dependencies such as multiple domain environment, additional HHS agency storage, applications compatibility, program area critical storage requirements, removal of Novell client and preparation for decommissioning of targeted Novell servers, among others
  • Managed the post-implementation support model, technical resource alignment and logistical preparations for a war room / command center incident management approach
  • Contributed to development of project deliverables, requirements, dependencies, risks and contingency plans
  • Participated in initial vendor evaluation and executed established reference checking procedures

Sarana & Co., Katy, TX
2010 – Present

Information Systems Consultant – IT Solutions and Technical Support for Small Business Sector
Established IT consulting company targeting residential and small business clients in the Katy/Houston area. Services offered include:
Systems Infrastructure – DSL/Cable modem setup, VPN access , LAN and Wifi Secured Configuration, Basic router/switch and server Configuration, Basic storage and back-up solutions, Video and audio conferencing Technical Services – PC system configuration and troubleshooting (malware/etc), Shared Office Solutions, Mobile Device Support, Technical and functional training and documentation, Office relocation/setup, Computer hardware purchase and initial setup, Media center setup, Game center Setup

NRG Energy, Princeton, New Jersey / NRG Texas / Reliant, Houston, TX
2006 – 2010
IT Manager – IT Service Center and Technical Support (12/2008 – 11/2010)
Primary objective to integrate four different functional groups: HQ desktop support, Houston desktop support, Enterprise Help Desk and Field Technical Support.  This role also included the management of desktop-related hardware and contractor budgets, compliance with SOX and corporate security controls, development and maintenance of service catalogs, resource cost analysis and metrics reporting.  Successfully integrated resources and services from M&A projects and transactions, including both power generation and retail environments.

  • Prepared and managed capital and expense budgets for all company desktop-related hardware, stand-alone software and external contractors
  • Designed and implemented service delivery strategies, polices and processes (ITIL and COBIT frameworks) to include the management of the communication through the enterprise

Service Level Agreements

Tier-level application Escalations

Incident Management

Problem Management

Service Catalog

End-user Documentation

Trend Analysis

Asset Management

  • Managed team of over 30 technical support analysts across the country supporting over 4,000 clients/workstations in headquarters, regional offices, offsite clients and Plant locations optimizing use of current resources
  • Planned and executed architectural design of desktop technology for deployment, maintenance, hardware refresh and software updates

Standardized PC image process

Revamped wsus update process

Reinforced Altiris utilization

Established cyber-threat alert process

Win7/Off2010 Rollout review process

Established refurbished equipment process

Established asset management process

Reinforced IT security policy adherence

  • Designed and executed client-facing hardware remediation project achieving over 95% of compliance to corporate standards (Altiris, Anti-virus, removal of admin rights) to optimize current automation tools while reducing Plant hardware by approximately 25% and reducing maintenance and support costs
  • Provided technical support throughout the enterprise with specialized services for Commercial Operations, Plant Operations, Retail Operations, Environmental Services, NERC Standards, etc.
  • Designed and implemented Active Directory obsolete PC object clean-up resulting in savings over $250K in Microsoft licensing costs
  • Developed functional workflows for business and internal IT processes to optimize first-call resolution goals with defined levels of escalation and service level agreements keeping number of resources leveled
  • Successfully integrated two separate service desks with diverging processes and policies while operating under two different IT ticketing system
  • Improved level of service at generation Plants while reducing travel budget due to planned visits substituting emergency or last-minute break-fix trips
  • Increased documentation and follow-up of incident management tickets within original Service Center group to highlight cost per visit, resource utilization, project work and basic metrics reports

IT Infrastructure Project Manager / Business Analyst (4/2006 – 11/2008)
Managed multiple vital projects including the pivotal system integration of the M&A effort involving the second-largest generation company in the ERCOT market at the time.

  • Assisted EMS group complete power system market implementations under deregulated environment
  • Delivered numerous projects on time and within budget under a fast-paced environment
  • Formulated action plans from business requests and formally documented them in technical requirements
  • Worked very closely with business units to manage project timelines and expectations
  • Analyzed business needs and  requirements to draft functional designs
  • Designed, managed and implemented the installation of voice recording systems in Plant locations for NERC Standards compliance preventing potential violations with fines of up to $100K a day
  • Coordinated, processed and communicated network, server and application integration system changes of legacy services into corporate standard/compliant environment decreasing system duplication and maintenance costs
  • Successfully managed the Infrastructure portion of the divestment of MN assets

GAF Materials Corporation, Wayne, New Jersey
1999 – 2005

Technical & Support Services Manager (Jan 2004 – Dec 2005)
Promoted to Manager of Information Services and Technology Support groups while maintaining the responsibilities of Technology Integration Manager.  This position also includes management of hardware procurement and wireless telecommunication corporate strategy.  Design and implement secure virtual office solutions for remote employees and executives who require access to the corporate network from home.

  • Planned and executed enterprise effort to upgrade enterprise software from Windows 98/2000 to Windows XP and Office 2003
  • Managed the Technical Support group which is charged with the deployment and overall support of all computer equipment enterprise-wide with a specialized staff from 10 to 20 resources for special projects
  • Managed the Services Team (Help Desk Call Center) – staff of five who are responsible for 24x7 manual monitoring of all operational systems to ensure that all business systems are running optimally at all times
  • Managed Special-Projects Support Center providing front-end assistance in high profile projects.  One of these major projects includes the PeopleSoft enterprise conversion in 3 major phases which required the creation of an assorted team comprised of over 20 resources within the IT department as well as outside consultants for the duration of the project
  • Managed the IT procurement and telecommunications team responsible for the technological evaluation, purchase negotiations, purchase approval, asset management and company database maintenance of all computer equipment and wireless phone devices company-wide

Technology Integration Project Manager (Jan 2001 – Jan 2004)
Coordinated and managed a series of mission-critical projects, including the introduction and deployment of VoIP company-wide, technology refresh for the field sales force and the launch of the corporate website.

  • Coordinated seamless (zero downtime) deployment of new VoIP system, including testing, installation, and training (creation and delivery) to all administrative personnel and end users. The VoIP implementation at headquarters alone resulted in savings to the company of approx. $450K per year
  • Coordinated technology refresh of the field sales force which led to sharp productivity gains as a direct result of the new hardware and improvements to the existing VPN infrastructure (99% uptime and dramatically improved reliability)
  • Designed and coordinated sophisticated testing project plan for the launch of newly developed company webpage which included customizable modules for contractors, architects, distributors and home owners

Systems QC Analyst (Nov 1999 – Jan 2001)
Coordinated preliminary, structural, integration, functional and regression testing for proprietary software solutions as well as standard Microsoft upgrades and patches, while responsible for all documentation and training associated with diverse projects.  Managed advanced troubleshooting efforts in coordination with all support groups.

  • Participated in the transformation of the Quality Assurance Team Procedures from a linear methodology to a more dynamic and flexible structure, while establishing a new and solid Testing Management System
  • Managed the integration of varied proprietary software, including multiple web-based applications, FoxPro, ArcPlan, Maximo, XMS T&E, Kepner-Tregoe e-Think, Citrix Published Applications, etc.
  • Tested and approved all new hardware profiles and web-based applications before deployment, company-wide

COMPUSA, New York, New York

Corporate Software Instructor / Training Center Coordinator
Conducted classroom-style, hands-on training sessions for diverse software packages in branch locations or onsite for corporate clients. Promoted to Training Center Coordinator for satellite Wall Street location.

  • Managed satellite Training Center in the Wall Street location ensuring class scheduling, resource allocation and instructors’ teaching assignments
  • Trained corporate and consumer clients in the application of varied office automation suites
  • Generated incremental revenue from corporate clients as a direct result of excellence in the professional delivery of custom onsite training


Adjunct Professor, City University of New York, New York

Teacher, Montgomery County Public Schools, Maryland

Teacher, Hillside High School, Hillside, New Jersey


Rutgers University – Bachelor of Arts, 1990
New Brunswick, New Jersey

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