SUMMARY:

• Information Technology and Telecommunications Professional with 20+ years of experience working in a variety of IT operation centers to include billing operations, computer operations, network surveillance and data processing centers.
• Accomplished first - level supervisor and proven network operations analyst / technician with a wide range of experience in monitoring complex environments utilizing industry standard monitoring tools. Accomplished information protection manager with experience in communications and computer systems security.
• Expert user of various network management tools (Riverbed, SolarWinds, Exoprise, Network Management System (NMS), Netcool, NetScout and WhatsUp Gold
• Expert user of application and system monitoring tools (AppDynamics, HP OpenView, SiteScope, Kibana/ELK, Confidential Monitoring Center (AMC), Centivia, Maestro Scheduler, Tidal Scheduler, Comptel EventLink GUI, Business Systems Management (BSM), Wily CA Introscope, Informatica, MyKeynote and OneConsole).
• Working knowledge of various ITSM ticketing tools (ServiceNow, Remedy, SCCD, PIER).
• Working knowledge of Microsoft operating systems and Microsoft 365 applications (Outlook, Word, PowerPoint, Excel, SharePoint, OneNote, and Teams).
• Basic working knowledge of Unix operating system.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

IT Operations Center Analyst

Responsibilities:

• Monitored the health of Confidential ’s revenue services and worked with incident management and application support teams to quickly restore services to full functionality.
• Responded to system alerts, analyzed events, and provided timely escalation to next level support.
• Monitored operational availability for approx. 260 nationwide Quik-Trak kiosk terminals and ensured maximum uptime utilizing Kiosk Management System (KMS), Dameware remote-in application and iBoot tool.
• Monitored availability of real-time Passenger Information Display Systems (PIDS) and associated components.
• Worked with regional NOC to report / track IT related anomalies impacting train operations and ridership count.
• Trained newly assigned shift personnel on all facets and duties of the position.

Confidential, Atlanta, GA

Technical & Business Operations Team Lead

Responsibilities:

• Monitored a variety of processes relating to Enterprise IT business applications and internal/external connectivity in a thriving data center environment.
• Monitored network, database, system performance, technical infrastructure, and the end user experience using standard and specialized tools such as: HP OpenView, BSM, Tuxedo (Middleware layer), Maestro scheduler, Tidal scheduler, AMC, Centivia, Remedy & PIER ticketing systems.
• Executed and monitored billing batch processes and ensured completion in accordance with customer SLA.
• Troubleshot system related issues and communicated at proper escalation points.
• Managed the Confidential Major Incident Management program. Issued operations-wide initial and follow-up notifications, commanded the incident work bridge, and tracked incidents from start to final resolution.
• Conferred with staff, users, and management to determine requirements for new systems and modifications to existing systems to reduce productivity loss.
• Provided round-the-clock (Eyes on Glass) monitoring availability for 100+ ASM applications.

Confidential, Atlanta, GA

Data Center Operations Supervisor / Technician II

Responsibilities:

• Supervised work activities of the billing operations monitoring team and accounted for the day-to-day functions and delivery of the EIT Operations department.
• Placed emphasis on improving bill cycle runtimes through effective management of batch processing.
• Processed 20 main billing cycles and leftovers to an optimized completion within preset time frames, ensuring customer service technicians and customers alike received billing information without delay.
• Monitored the overall health of billing operations, troubleshot system and job failures expeditiously and escalated issues that were outside the scope of Atlanta Operation’s support.

Confidential, Marietta, GA

Network Surveillance Center Supervisor / Technician

Responsibilities:

• Scheduled activities for 16 staff members engaged in all aspects of Network Surveillance operations.
• Utilized unique network management tools to proactively monitor the network for maximum availability.
• Employed sound technical know-how to quickly detect, analyze and resolve network anomalies.
• Escalated network outages to support teams and notified upper management of customer impacting events.
• Restarted servers/services when failure occurred and extracted server crash dump logs for review.
• Assisted system engineers in identifying/correcting negative network trends through data collection and analysis.
• Performed hourly system checks and adjusted Radio Frequency (RF) equipment levels as needed.
• Denied customer access to network services in the event network security policies were breached.

Information Protection Manager

Confidential, San Antonio, TX

Responsibilities:

• Trained and evaluated user accounts on a semi-annual basis. Conducted Communication Security (COMSEC) user account assistance visits; noted discrepancies and recommended corrective actions.
• Trained and provided policies and procedures to Information Systems Security Managers (ISSM) and Security Awareness (SATE) managers.
• Directed setup of agency's Authority Workstation (CAW). Initiative increased network security of trusted database servers/workstations thru employment of Public Key Infrastructure (PKI) encryption technology.

Network Switching Center Security Manager

Confidential

Responsibilities:

• Coordinated the design, production, and distribution of cryptographic material for 45 secure systems.
• Helped build military base computer network infrastructure. Conducted customer on-site surveys and developed customer hardware and software technical cost solutions.
• Led 8-person implementation team--installed and tested LAN equipment and twisted-pair cable in 13 buildings.

Computer Operations Crew Chief

Confidential, Colorado Springs, CO

Responsibilities:

• Maintained direct liaison with Systems Controllers and the Command Director to achieve optimum processing of missile, space, and air data. Conducted real-time system monitoring of NORAD/AFSPACECOM missions.
• Led performance team during Missile Warning System assessment testing. Evaluated system operational readiness through fault insertion testing. Identified flaws and recommended system changes which led to the acceptance of a $1.8 billion Cheyenne Mountain upgrade project.
• Built the most cohesive crew in the work center. Inspired outstanding performance, which resulted in 12-person crew maintaining zero significant operator errors directly contributing to system availability rates over 99 percent.