SUMMARY

• 11 years of Experience in Technical Infrastructure Support and Distributed Systems Operations
• Business - focused and detail-oriented IT management professional with technical competence, analytical expertise, and supervisory skill acquired by serving in leadership roles with Confidential, IBM Corporation, Confidential, and the United States Postal Service. This includes being selected repeatedly to support major, multi-million dollar domestic and international accounts as well as providing input as a subject matter expert on a number of transition and operations teams.
• A successful background spanning enterprise system management and service delivery areas underscores a demonstrated ability to implement a solutions-driven approach to meet company IT objectives.

AREAS OF EXPERTISE

• Problem Management
• Change Management
• Response Coordination
• Team Building
• Server Administration
• Server Monitoring & Fault Management
• Network Monitoring & Fault Management
• Procedural Documentation

TECHNICAL SKILLS

Operating Systems: Windows 2000 - Windows 10, IBM AIX, Solaris Unix, SUSE Linux, Ubuntu Linux, VMware

PROFESSIONAL EXPERIENCE

Data Transfer Operations Administrator / Analyst II

Confidential, Raleigh, NCManage EDI and B2B data flows between Confidential and its national and international trading partners over FTP, SFTP, AS2, and Connect Direct protocols. Provide administration support for production Solaris and SUSE Linux systems. This includes code promotion/migration, folder moves, and archiving. Serve as first point of contact for Confidential trading partners with data transfer issues. Coordinate with USPS confidential, Engineering, Mapping, and ETL Development teams to assure consistent, reliable service, and prompt attention to incidents and changes both internally and for Postal trading partners. Create and maintain procedural documentation for the Data Transfer Services Operations team. Monitor, schedule, and troubleshoot workflows using Informatica PowerCenter. Track incidents and changes in Remedy and ServiceNow. Provide information systems and technical services to government and commercial customers worldwide.

Global Support Specialist

Confidential, Research Triangle Park, NC

Responsibilities:

Accept and log calls by phone. Authenticate callers (where it was not possible to pre-authenticated). Update existing incidents and service call records active in the incident management system. Categorize and prioritize incidents and service requests. Provide internal and external communication of incident status, engaging next level support when required. Coordinate incident resolution and service request completion with various workgroups. Software, Hardware, Connectivity fault diagnosis, analysis, and First Touch Resolution. Telephone & Remote Desktop takeover. Software Break fix. Hardware Break fix diagnosis for desktop, laptop, and mobile devices. Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN, BES). Troubleshoot Active Directory Services related issues.

Lead Analyst, IT Service Desk

Confidential, Cary, NC

Supervise a team of eight Service Desk Analysts. Develop Service Desk processes and associated documentation. Fully train new Analysts in IT Service Desk processes and procedures. Provide direction and assistance to team members and technical support personnel. Maintain Turnover reports to ensure the proper transfer of information between the U.S. and India Service Desk. Serve as an internal escalation point for Analysts and Users. Attend to the professional development of Service Desk staff. Delegate tasks to Analysts according to business needs. Ensure adherence to Service Level Agreements. Generate reports for departmental metrics using Business Objects and Microsoft Excel. Manage workforce coverage and scheduling demands. Communicate feedback to management to promote Service Desk productivity and improve service quality.

Team Lead, Server Operations

Confidential, Research Triangle Park, NC

Responsibilities:

Supervise a team of nine Computer Operators. Fully train new Operators in Distributed Systems Operations processes and procedures. Provide direction and assistance to team members and technical support personnel. Create user IDs, request system access, and resolve password issues for all Operators using z/VM, MVS, and web-based tools. Ensure adherence to Service Level Agreements. Ensure the completion of all scheduled tasks and the proper and complete turnover of ongoing issues to the next shift. Manage workforce coverage and scheduling demands. Communicated feedback to business analysts to streamline account documents and improve service quality.

Computer Operator

Confidential, Research Triangle Park, NC

Responsibilities:

Monitor production servers, devices, batch processes, AIX and SAP systems for IBM internal accounts as well as several large corporate clients including Equifax, Sprint, Pratt & Whitney, and Sony Pictures. Provide level 2 technical support in multi-procedure enterprise environments utilizing UNIX, Linux, and Microsoft Windows running on hardware, and virtual/cloud systems systems. Manage incident and change records using a number of issue tracking tools, including - ManageNow, HP OpenView, Impact, and Remedy. Interface with customers and internal support teams to identify, evaluate, and assist in the resolution of hardware and software issues critical to clients’ internal and customer-facing systems.

Network Operations Specialist

Confidential, Morrisville, NC

Responsibilities:

Served as a leading member of a team managing a hybrid fiber/coaxial cable network comprised of over 500,000 subscribers. Researched, communicated, and tracked service disruptions with internal departments, management, as well as the Regional Network Operations Center. Coordinated the dispatch of Maintenance Engineers to resolve cable network outages. Routed same-day service calls to field technicians. Coordinated data with various departments and levels of management. Used iGLASS, DOCSIS tools, and Network Service Manager to monitor service quality and data carrier signal strength. Performed VoIP provisioning in confidential Digital Phone Order Management system. Performed cable order entry, account balancing, and IP addressable equipment assignment in the ICOMS billing system.