SSL Security Operations Center Manager Resume

TECHNICAL SKILLS:

Opex and Capex budget management
ITIL v3
Worldwide vendor management/coordination
Problem/Incident Management
SOX/PCI compliance auditing
Change Management Processing
Team scheduling and payroll
DDOS and Cyber Threat detection and management
Customer reporting for small to enterprise level customers
Microsoft Exchange/Active Directory support and configuration
IIS, MySQL, SQL, SSL, and HTML
Juniper and SonicWall Firewalls and VPNs
Cisco and F5 Load Balancing configuration and support
Nagios, Microsoft SCOM, Artrac, NetCool, and HP Openview Network Alarming Systems

PROFESSIONAL EXPERIENCE:

Confidential

SSL Security Operations Center Manager

Responsibilities:

Managed team of 16 Tier 1 to Tier 4 engineers.
Trained outside vendors and incoming employees on requirements and environment.
Oversaw Change Management process for all customer equipment.
Performed monthly mentoring and annual reviews for all employees.
Managed operational and capital expenses for SSL SOC.
Built PBX system that is in use today.
Lead the project to build a global knowledge base shared among NOCs worldwide.
Provided 24/7 major incident management for Juniper and SonicWall firewall and VPN incidents.
Managed vendor relationships from order of hardware/software to escalation of troubleshooting issues.
Performed tier 3 troubleshooting on equipment including load balancers, and both virtual and physical servers.
Coordinated new employee equipment rollout and configuration.

Confidential

Network Operations Center Manager

Responsibilities:

Selected by executive team to lead the “Offshore Personnel Improvement Project”
Provides feedback in regard to ticket quality and performance.
Coaches and mentors all analysts to bring out the best in their performance ability.
Built current scorecard being used to grade all analysts in their performance.
Perform triage and troubleshooting on alarming and ticketing systems.
One of four members of change management team, reporting on and supporting entire network.
Provided 24/7 major incident management for website and DNS backbone incidents.
Cisco and F5 load balancing configuration and support.

Confidential

Production Support Analyst / NOC

Responsibilities:

Provide monitoring of network systems and rapid response to business and consumer systems.
Manage network incidents coordinating 3rd party vendors, engineers, and other necessary personnel.
Write knowledge base articles to share with other technicians.
Install and configure Cisco, Dell, HP Blade, and Rackable Systems servers and routers.

Confidential, Bellevue, WA

Network Operations Specialist II/Lead

Responsibilities:

Monitor the health of Sprint, Nextel, and Boost Mobile’s mobile messaging network hardware.
Actively triage network incidents and manage the incident until successfully resolved.
Project Manager for the coordination of moving all messaging customers to a new messaging gateway.
Participate in network maintenance to update protocols, patch servers, and replace network servers if necessary.