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Senior Lifecycle Operations Engineer/critical Stack Resume

Alpharetta, GA

SUMMARY:

Accomplished operations engineer leader with 20+ years diverse experience in information technology and telecom industries with a focus on service delivery and support, process improvement, and operations management. Recognized for exceptional customer service skills, dependability, problem ownership, and responsiveness. Adept at root - cause analysis troubleshooting, extensive people management and team leadership experience, and strong technical and collaborative problem-solving skills within an operational support model.

TECHNICAL SKILLS:

Technical Proficiencies: Cisco Hardware | DOCSIS | VOIP | DNS | DHCP | Telnet/SSH | FTP | SNMP | TCP/IP | Email/POP/IMAP/SMTP | Cisco Prime | Microsoft Office Suite | Google Apps | SQL | Active Directory | ServiceNow | Manage Engine ServiceDesk | Salesforce | WAN & LAN |NMS | SDWAN CyberArk | SmartCard | ActivClient | 2FA | IAM

KEY SKILLS:

LeadershipProject ManagementTeamwork

CollaborationTechnical Analysis Problem Solving

Decision makingCritical ThinkingCustomer Service

AuthenticAdaptableSelf-management

EXPERIENCE:

Confidential, Alpharetta, GA

Senior Lifecycle Operations Engineer/Critical Stack

Responsibilities:

  • Provides Tier 2 IAM/2FA support for all Confidential divisions and customers, both internal and external.
  • Problem resolution, process improvement, and training/mentoring team members.
  • Creates SOPs, KBs, and process improvements.
  • Provides training for team members.
  • Incident/problem/knowledge management.

Confidential, Cartersville/Kennesaw, GA

Project Manager/Service Delivery

Responsibilities:

  • Project management for SaaS execution for data, voice, email, and billing integration services within DOCSIS and fiber networks.
  • Accountable for resource allocation and project planning for successful implementations, decommissions, multifaceted restructures of broadband networks as well as hardware/software configurations and troubleshooting, user account management, IP management, and training both internal employees and external clients.
  • Managed email migration of 100k+ mailboxes/150+domains from Google to OpenSRS, including coordinating DNS changes and subscriber communications; branding and configuring email domains.
  • Completed 80+ successful data/voice projects of varying complexity.
  • Team SME for email and data projects.
  • Created training documents for clients, end users, and team training sites - Google Sites and SharePoint.

NOC Supervisor

Confidential

Responsibilities:

  • Responsible for hiring, training, and directly managing 12-15 employees in a 24x7x365 network operations center in addition to continuing tier 3 support duties listed below (as needed) and acting as an internal and external escalation point.
  • Processed, Approved, and Scheduled Change Management requests.
  • Established processes, procedures, and technical documentation for employees.
  • Created and maintained Google site for department training and informational documentation.
  • Designed and implemented Business Continuity Plan.

NOC Analyst

Confidential

Responsibilities:

  • Acted as a central point of communication and escalation for internal and external network or software issues via inbound/outbound calls and ticketing system.
  • Provided Tier 3 support for DOCSIS and LAN/WAN networks in a primarily Cisco environment, including proactive monitoring via NMS, troubleshooting, and making configuration changes.
  • Worked with customers and circuit providers to facilitate outage repairs to support SLAs.
  • Monitored and provided support for circuits, networking equipment and RF variables (SNR, DOCSIS levels) for 250+ broadband providers - across the US and in multiple other countries.
  • Incident/problem/knowledge management.

Technical Support Engineer

Confidential

Responsibilities:

  • Inbound/Outbound calls with end users, field technicians, office personnel, and various contacts to resolve complex issues with broadband internet, email, and VOIP services.
  • Established support/training documentation and flow charts for Tier 1 & 2 employees.
  • Performed call tracking and documentation.

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