SUMMARY:

• High - performing and Dynamic operations leader with 20 years expertise in Data Center and Network Operations
• Incident Management, Problem Management, Change Management, Process Improvement , Operational Readiness and Service Restoration.
• Focusing on 24x7 operational processes to maximize business needs in operations and service enterprise wide. A results-oriented self-starter with outstanding leadership ability and creative problem solving skills in a 24x7x365 fast-paced

EXPERIENCE:

ASSOCIATE DIRECTOR

Responsibilities:

• Managed central points for all day to day activities for a highly skilled BAU MiddleWare and UNIX team.
• Oversee and coach 14   employees and their career devolpment and goals.
• Management of team budget and forecast; capital and expense.
• Ensure compliance with regulatory and audit standards set by the (SSAE) no.16, (SOC1) (PCI), and (ISO)
• Coordinate negotiation, selection and management of vendors and service providers.\
• Coordinate and manage IT Audits; including working with external auditors to review and formulate responses to audit findings.
• Coordinate development and/or maintenance of:
• IT Roadmap and IT Goals
• IT SLAs where required
• Lead infrastructure change process for global environment.
• Hardware and software lifecycle management
• Business continuity and disaster recovery plans
• Data classification, data privacy, and data retention policies and procedures
• IT project management methodology, administration, and tracking
• Work with vendor partners, internal IT teams, and facility and functional managers to ensure a cost effective cyber security solution is maintained and aligned with customer contracts, legal requirements and company growth. Includes:
• Continously build and develop a high preforming team and culture.

MAJOR INCIDENT MANAGER

• 24x7 monitoring support for in-scope Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Provides inputs to modify/update/design standard operating procedures / work instructions.
• Follow the escalation process.
• Update the knowledge base.
• Coaching analysts for correct routing of tickets, capturing critical information.
• Technically upgrade across versions of environment when required.
• Managing independent shifts.
• Monitor change bridgelines
• Complies with regulatory requirements.
• Manage Sev1/ Bridge calls

SENIOR INCIDENT MANAGER

• Responsible for leading the assessment, response, remediation, and retrospective as pertains to Major Incident Response and Management.
• Partner with Business Units to ensure a smooth transition of new/incoming offerings as necessary.
• Work closely with CTO with communication for major customers.
• Report major incidents to internal, external and global stakeholders, management, and executive leadership.
• Lead and mentor NOC personal through day-to-day activities to help improve support processes
• Obtain the technical reasons for major incidents. Generate Reason for Outage / Root Cause Analysis documents for internal and external distribution.
• Represent IT during post incident discussions with internal business resources and external clients.
• Compile incident evidence for compliance controls.  Automate the evidence gathering when possible.
• Host a daily Operations meeting that discuss relevant service matters.
• Contribute to projects that are relevant to the Incident Management process.
• Working closely and on a continuous basis with the Change and Release team to assess potential impact, inform when/where necessary, and drive problem/incident avoidance

SENIOR CONSULTANT

• Ensure an effective partnership with our Operations, Back Office, Support, Product, Sales, Account Management, and Technology colleagues in an effort to ensure Customer Solutions is enabled to support .
• Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live.  
• Lead a team of 4 incident managers. Supervised the daily activities of other incident managers.
• Drive, developed, manage and maintain the major incident process and associated procedures
• Drive and coordinate resolution, including calls, escalation and notification to all senior and executive stakeholders across the company, as well as coordinating all incident support activities including; changes and root cause analysis.
• Measure and monitor progress to ensure application and software releases are delivered on time and, and that they meet or exceed expectations.
• Create and manage the vision and strategy to take the operations to the next level of maturity.
• Lead (CAB) Change Advisory Board meetings as an approving member.
• Develop a robust disaster recovery and /or business continuity plan. Create documentation to support the disaster recovery plan and related processes, including charters, policies, Standard Operating Procedures (SOPs), roadmaps, designs, model, test and etc.
• Participate in the audit activities related to the Incident Management process.
• Develops backup procedures and methods to ensure maximum Network systems reliability, restorability and disaster recovery plan
• Manage code defects in production- work with development to steer the solution through.
• Vendor and Outsourcing Management - work with and evaluate vendor’s activity to ensure AIO best interests are prioritized.
• Network Monitoring - Working with various network teams to ensure the network stays up and running as a whole.

NOC CONSULTANT

• Develop and provide leadership to the Operations personnel effectively utilizing all of the monitoring tools available in the NOC to properly plan and meet the SLA’s that are established with Global Payments’ customer base.  
• Assist in the development, reliability and implementation of solutions to problems potentially affecting the flow of real time transactions and support of customers .
• Manage and coordinate the day-to-day activities of patching, upgrading and hardening of over 800+ servers .
• Take ownership of complex/critical problem issues and escalating to resolver groups for root cause.
• Play major role in the enhancement of improved communication and smooth interface between departments and individuals regarding plans, programs or problems.  
• Establishes a continuous process improvement plans to reduce support efforts and increase service availability and scalability, utilizing industry recognized ITIL frameworks as a guide.
• Help with monthly/quarterly operational health check; including revising Service/Operating Level Agreements
• Lead the development of change management strategies in support of the Infrastructure organization.
• Evaluate the daily activities of several salaried employees. Responsible for the overall direction, coordination, and evaluation of the NOC on their respective shift.

OPERATIONS & SERVICE MANAGER

• Manage network and telecommunication operations for Remote Access. Lead a team of 6 engineers that provide 3rd level support, troubleshooting, maintenance, upgrades, resolution, post mortem analysis and root cause to complex software, network and hardware problems.
• Accountable for all demands of a 24x7x365 network operations (NOC & SOC); Writing, meeting and measuring all Service Level Agreements (SLA), monitoring key performance levels such as network reliability, availability, restoration, and handling escalation issues. Manage all tiers of support and escalations.
• Supervises and provides technical leadership and guidance to technical staff; ensures compliance with policies and regulations; ensures that all issues are addressed and resolved; ensures that service level expectations are met.
• Supervision of the Change Management team for Remote Access.
• As a Change Manager was responsible for the development of change management plans to support the deployment of our technology products and solutions for internal and external customers.
• Managed the operations of infrastructure platforms, including servers, storage, network and databases. Also including; applications and systems which directly support through the end-user’s environment.
• Manage all levels and severities of support and escalation for all technical and security issues (including but not limit to); problem management, change management, incident management, capacity management, security and service management in regards to the ITIL (Information Technology Infrastructure Library).
• Subject matter expert (SME) in one or multiple areas such as support, change management, root cause analysis
• Drive and lead cross functional teams to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions .
• Managing the day-to-day operational pieces of the customer relationship , working with the customer to manage priorities and expectations and addressing ensuring technical issues are resolved to the customer’s satisfaction as required.
• Project Manager Experience using the framework of the Project Management Body of Knowledge (PMBOK® Guide).
• Identify gaps, assess risks, and work with project and cross functional teams to determine how best to ensure that the gaps and risks are mitigated and closed.
• Analyze support functions and evaluates the services provided ; develops plan of action and recommendations; identifies milestones and issues to be addressed, and generates reports as required..
• Understanding of regulatory requirements such as HIPAA, PCI, SOX.
• Manage Requests for Proposals (RFP's) for equipment, select vendors, receive and review bids, and negotiate final agreements.
• Ensure quality of products and services, research new technology, analyze, forecast and report relevant performance data up to senior management.
• Provide team with direction and ensure a formalized communications process via staff meetings and one on one discussions.
• Develop plans and implement improvement initiatives with internal and external customers that reduce failures and outages within the network
• Assess the readiness, reliability and scope of changes, including: How big a change? How many people are affected? Is it gradual or radical change?
• Solid understanding of network and internet security, network intrusion prevention, and authentication/encryption.
• Responsible for all relationships and development of external vendor relationships, contract negotiations, performance measurements, and reporting.
• Created and manage all support processes; while maintaining a successful track record in dealing with all facets of production, implementation, security, and support for Corporate Information Security.
• Serve as subject matter expert (SME) for inquiries related to network operations and the customer experience.
• Solid experience with change management as it affects the human aspect of change in relation to large gages
• Identifying new risks; analyzing, tracking and monitoring existing risks; ensuring appropriate risk response plans are executed.
• Conduct readiness and impact assessments, and actively input into planning and change delivery within the corporation in order to support successful implementation.
• Work in union with both network operations and network engineering staff on network management, monitoring, and IP network maintenance and change.
• Monitoring implementation of approved change as they occur.
• Subject Matter Expert (SME) of the corporate environmental and hardware/system emergency response and recovery procedures.
• Responsible for network reliability, redundancy, including disaster recovery procedures
• Participates in selection of employees and recommends and initiates personnel actions.

KEY ACCOMPLISHMENTS

• Recognized and valued for implementing process improvement strategies, maximizing skill sets of the support teams and end user through practical solutions and producing results that exceed business expectations.
• Implemented and developed current Service Level Agreements for customers and teams.
• Integral member of several roll outs and support of VPN platforms ( Checkpoint, Juniper SSLVPN)
• Integral member of several roll outs and support of Citrix platforms
• Integral member of a team that create $1.5 million dollars in saving to the corporate.
• Developed a training program that allow support analyst to remain abreast of new training opportunities and techniques in order to provide better troubleshooting.
• Developed and implemented troubleshooting programs and processes for assisting both external and internal customers.
• A Change Success rate of 98.3% which improved yearly to 99.71%
• Manage and overseen approximately 15,000 system, platform and infrastructure changes.
• Developed a new escalations process and engagement that involves creating SWAT and IMPACT teams.
• Negotiated contracts with local providers for improved rates benefiting the company.
• Performed a sale presentation for potential business units representing the sale of platform.
• Key figure in identifying rolls and responsibilities of new teams which proactively monitors availability and security for key network hardware devices for the corporation.

MONITORING TOOLS: HP Openview, HPNA Provider 1 ISDNPro Capture Compaq Insight Manager CMP Cisco WCS BMC Patrol Tivoli Enterprise Console Netcool Sitescope SMARTS Manage Exec Powerchute Opsware Netscout Netscaler Qpasa EMC gateway BAC Splunk VMware Infrastructure Client Aspect Phone RealDash Viewer Customview DMAN, Modius WebCtrl