JONATHAN A. TOTARAM
Bethpage, NY 11714
516.428.1254
jonathan.totaram@gmail.com
Information Technology Professional  www.linkedin.com/in/jtotaram/
Exceptionally qualified, innovative and hands on IT professional, with 12+ years of demonstrated
experience in planning, developing, creating, managing, supporting, and streamlining robust IT
architectures and infrastructures for a number of global, prestigious companies. Tactical project
manager, with successful record of meeting key deliverables and business objectives. Effectively
manage complex and technologically advanced IT systems to support 600+ users in the US and now
focused on supporting acquisition in Europe & Canada. Diverse IT management experience
encompasses financial services, merchant services and payment card industries.
PROFESSIONAL EXPERIENCE
EVO Payments International, New York
Dec 2007 – Jun 2013
EVO is in the largest privately held credit card processor and among the top five largest non-bank acquirers in the US and Canada. By the
end of 2012, EVO will actively service 290,000 merchant customers businesses of all sizes, in various industries, focusing on the small to
midsized merchants. EVO will process nearly $31 billion in annual processing volume and close to 414 million transactions .
Asst. Vice President – Information Technology Operations
Hands-on executive reporting to CIO, & CTO to help plan, implement, support, oversee, & manage all
application support & infrastructure and call center operations for a high availability 24x7 environment.
 Manage IT infrastructure surrounding support of call center service and operational
environments working with telephony data (Avaya CMS, auto-dialers, ACD, IVR) Call
Recording. Responsible for the overall direction and coordination of multiple call centers
located in North America. Monitor all Call Center Operations activity, performance and initiates
appropriate corrective measures as needed. Monitors all departmental processes to ensure
compliance with performance metrics. Maintain and improves call center operations by
monitoring performance, identifying problems, developing action plans for resolution while
driving productivity, quality, and high service standards for the departments.
 Responsible for Avaya Enterprise PBX, VRU/IVR Systems, CentreView Call Center Manager.
Recently invested $250MM to upgrade system for improved call management, screen-pop,
migrated to VOIP phones, and established survivable mode to NJ site for BC/DR.
 Oversee multiple state of the art data centers in Moorestown, NJ and Melville NY, on cross
platform systems such as Windows 2003/2008 servers, Active Directory, VMware ESX,
Microsoft Exchange 2010, Cisco UCS, Citrix, NetApp SAN, Avaya Enterprise Telephony,
Cisco ASA, VPN, Palo Alto Content Filtering appliance, SRM Site Recovery and backup,
Symantec Endpoint, Vontu DLP, QRadar, Imperva Security Systems, Syncsort Backup.
Oversee data center heat dissipation methods, electrical requirements, UPS/HVAC, backup
power generation, system racking and cabling.
 Assist with establishment and implementation of department goals, policies and SLA. Ensured
SLA's are met. Provide detailed root cause analysis and reporting to senior management on all
outages, and Severity I issues.
 Authored and compiled an exhaustive Runbook ('EVO PlayBook") on all jobs, batch
processes, file transfers between Alliance partners. Owned the Operations Runbook.
Established SLA's and escalation procedures on all processes including communication to
business units, senior management and partners.
 Directed and Managed IT teams – Support Services, Network Engineers, Production Support,
NOC and QA. Provide day-to-day management and guidance of an IT Operations team
entrusted with the operational stability, security, and support of all technology services related
to the multiple data centers.
 Oversee and manage technology and operations including the efficiency and precision of
transactional processing and application / production support.
 Vendor management with an annual budget over $2 million – including Microsoft, Verizon,
LightTower, OpenText, Westbrook Technologies, Cisco, Adobe, Symantec, CDW
 Served as SME on various projects to provide solution designs and implementations for
business units and to provide strategic guidance and align IT with corporate business
initiatives.
 Implemented $2MM project to virtualize 2 data centers with Cisco UCS to establish a Private
Cloud Network environment; resulting in substantial annual savings by decreasing data center
power consumption, carbon footprint, and increasing system redundancy, availability and
establishing site recovery for BC/DR requirements.
 Implemented organizations first issue tracking system - JIRA used for SDLC, Support Desk,
Customer Service, Finance, Sales and IT to manage , report and resolve issues.
 Implemented organizations first Enterprise Scheduler –Tidal – and successfully automated
95% of all jobs, file transfers, batch processes, vendor notification and file delivery.
 Established organization first Network Operations Center (NOC) to monitor all jobs, batch
processes, network stability, network intrusion, reporting on various alarms and threshold
across entire network infrastructure
 Effectively managed all Releases via Change Control Management including scheduling for all
Application releases, patches for Servers, Workstations, Cisco devices and other 3rd Party
Devices.
 Centralized Desktop / Workstation imaging and deployment by implementing Microsoft WDS
and standardizing to HP Workstation class across all entities. Standardize images for all
business units to 4 types and OS to Windows 7 Professional. Implemented MSI Packages for
all application deployments.
TSYS, Columbus, GA
10/2006 – 11/2007
A subsidiary of TSYS (Total System Services, Inc.) Market leader of electronic payment services to financial institutions and companies
around the globe, through a broad range of innovative issuing and acquiring payment technologies, including consumer–finance, credit,
debit, healthcare, loyalty, prepaid, chip and mobile payments
Technical Operations Director
 Appointed to ensure functional integrity, optimal performance and maximum service of a
prepaid debit card platform (300+servers, transaction and batch processing, client API, IVR,
consumer, client and internal web applications), applying industry practices for system
maintenance, identifying problems and inefficiencies in the current environment and making
strategic recommendations for future developments.
 Coordinated cross discipline resolution of outages and other problems while providing
guidance to IT team in New York, Atlanta, Spain and the UK to effect solutions.
 Documented and developed processes and workflows to streamline day to day operations and
serve as training materials for newly appointed team members.
 Directed and supervised 15 direct reports in various teams: Technical Operations Admins,
System Admins and Support Desk Specialists creating an environment that encourages
technical and professional growth along with optimal productivity. The Production and QA
environments are 24x7.
 Issue Resolution Management affecting all production applications – Payment Systems
Application, Core Service Bus, Core Mail Application, Instant Issuance Applications, Customer
Contact Application, IVR and all external facing web portals
 Liaison with Client Services and Account Management teams to provide status, resolution and
root cause of all Severity I – IV issues arising in the production environment
 Coordinated all Production Change Requests, securing approvals and overseeing
implementation and deployment
 In charge of all batch processes, file I/O, processing daily settlements from various
associations: Visa Direct, MasterCard, Star and provide detailed reports to Account
Management and Client Services groups on a daily basis.
 Managed and coordinated weekly scheduled maintenance with Development teams, QA
teams, System Admin and DBA teams for scheduled execution on Wednesdays 2 a.m. – 6
a.m. including all major quarterly deployments, emergency patches and fixes to codes.

Monitored a total of 8 Quartz Schedulers with over 1500 jobs including settlements,
embossing, reports, card expiry, card issuance, monthly fees, and maintenance fees, file
transfers between TSYS Prepaid, TSYS Core and external clients.
NATIXIS, NYC
11/1999 – 9/2006
Natixis – A €618 bn holding company for a group of specialized investment management firms and the global asset management
VP Information Technology
Reported to IT Director/CIO. Responsible for 3 remote sites in Houston, LA, Miami and IT staff of 5 in
New York. Served as Security Officer and Administrator to various core Application software – ACBS,
Midas, Swift Alliance, JPMorgan Access payment system, PAM application, Informatica and AIX Unix
root admin. Managed Data Center – 50 Intel Based servers, 5 RISC Based servers, 4 NetWare
Servers, Cisco 2900, 3700 Switches and 4500 Catalyst, 3Com 4900 Core Switches and 3300 layer 3
switches. Directed Help Desk Operations, Act as Team leader for semi-annual Disaster Recovery
exercises, prepared monthly Management Reports and Authored multiple articles and FAQ on one
call resolutions and user self service to common help desk issues.
IMPLEMENTED:
 Security Infrastructure – CheckPoint NGX on Nokia IPSO Platform Appliance based in a
VRRP architecture. Websense content Filtering, Clearswift Mimesweeper for SMTP, Anti
Spam and Management.
 Swift Alliance Access- SBS Fircosoft FOFA filter.
 IBM DB2 Warehouse Manager and IBM DB2 OLAP Server.
 Informatica ETL Application Servers, maintained and served as DBA.
 Citrix/VMWare solution for in house access and DR, resulting in server consolidation and
minimized risks for threats against bird flu, or inaccessibility to business location.
 Ghost Server for standardized images rollout and GPO policy for desktop standardization.
 Reviewed all IT contracts renewal and vendor relationship on software/hardware maintenance.
 Directed Help Desk Operations, call center monitoring review am reports and customer
satisfaction.
 Desktop rollouts, application rollouts.
TECHNICAL SKILLS:
 Operating Systems: Windows 2000, 2003,2008, Windows 7, XP, Vista, UNIX AIX, Red Hat
Linux, SUSE, Novell Netware, Nokia IPSO, AS/400, 5270 Emulation
 Networking: LAN, WAN, TCP/IP, WINS, DNS, DHCP, NIS, NFS, SAMBA, Active Directory,
DS3, T1, T3 & Frame Relay, MPLS, Avaya PBX, Lumension, WSUS
 Network Application Software: MS SQL 2000, 2005, 2010, MS Exchange 5.5, 2003, 2010,
OWA, DB2, DB2 Manager, CA-Brightstor, SyncSort, Great Plains 2010, ACBS, Symantec
Ghost, Windows AIK, JIRA, Confluence, SolarWinds, CatTools
 Hardware: HP Proliant, HP MSA-1000 SAN, Cisco 4507/6513, IBM Blade Center, Cisco UCS,
Palo Alto Firewalls, NetApp, VMWare ESX, SyncSort Backup
 Programming Language: Visual Basic 5 & 6, SQL, Access, Crystal Reports, Cognos, ODBC
 Desktop Application Software: MS Word, Excel, Access, PowerPoint, Visio, Adobe
 Web: IIS, Apache, Foundry ServerIron Load balancers, WebLogic, JBoss
 Security: CheckPoint on Nokia IPSO Appliances, WebSense, Clearswift Mimesweeper,
Sophos Enterprise Anti-Virus, F5 Load Balancer, Symantec DLP, Q-Radar, Imperva,
Symantec Endpoint (SEP), Tripwire
EDUCATION
Pace University, New York, NY - BBA Accounting