Service Availability Manager Resume

OBJECTIVE

Seeking an intricate position to utilize my 10+ years of experience in the IT industry, applying my technical, database, and management skills to help lead a team in achieving set targets and developing the best performance in a dynamic professional environment with a growing organization.
Simplify processes through automation, adding valuable assets, and implement innovative ideas, skills and creativity necessary in accomplishing projects.

TECHNICAL SKILLS

BMC Remedy/Service Now (SNOW)
SharePoint
Slack
AppDynamics
Dynatrace
Sumo Logic
JIRA
Netcool
HP Business Service Management
Akamai
Powerpack Event Console (PEC)
Event Reporting
Outside View
Network Data Mover (NDM)
Office Vision/MVS Mainframe operating system
C:D (Connect Direct)
FTP
DFHSM
TCP/IP(Transmission Control Protocol/Internet Protocol)
MainView
DB2
SysView
SDSF
Batch processing
Control/M
CA - 7
TSO & TPX
JCL
Tandem
Data Express
Prognosis
Kronos
Interlink software
Microsoft Office 365 suite
Word
Excel
PowerPoint
Access
OneNote
Outlook
Skype for Business. Adobe Products: Acrobat Reader
Photoshop CS6
Illustrator
Premiere Pro
Lightroom
Image Ready
Dreamweaver web design
Muse. Languages: Visual Basic
Visual Logic
HTML.

PROFESSIONAL EXPERIENCE

Confidential

Service Availability Manager

Responsibilities:

Maintain a strong sense of command and control while leading restoration efforts during major (P1/P2) system degradation/outages, additionally ensuring the efficiency and effectiveness of the incident management process within Marriott’s Technical Operations Center.
Provide all appropriate management tiers with updates on major incident status, while ensuring the Marriott IT Communications Plan is executed at high-level consistency to meet expected SLAs. Aided in creating a revamped corporate Major Incident communications template.
Coordinate services from third-party providers and/or vendors, establishing required service level agreements and tracking of related performance metrics.
Utilize technical and environment knowledge to facilitate bridging the gaps between delivery teams to assure rapid recovery of services and components during incidents. Additionally, providing ultimate ownership and responsibility for end-to-end management activities for all high severity incidents.
Drive, develop, manage and maintain incident management process and procedures, ensuring all teams follow the established process for every incident.
Prepare technology teams for new services by participating in the Operational Readiness Build and Test Plan processes, ensuring all production on-boarding requirements are met.
Facilitate the Change and Problem processes by reviewing priority changes, approving emergency changes for active incidents, conducting Post Incident Reviews/Kepner Tregoe Situation Appraisals to drive actionable outcomes and effectively identify areas of improvement in regard to escalation, alerting, infrastructure needs and documentation.
Aid in the development and continuous improvement of the Marriott on-call engagement platform (ServiceNow Notify). Established a temporary on-call engagement solution using OpsGenie.
Coach, mentor and inspire staff to constantly increase their skill set and consistently add value to the larger operational team.

Confidential

IT Datacenter Operations Manager

Responsibilities:

Led business service improvement work groups across the operation and client support services organization, formulating short and long-term action plans to improve SLAs, minimizing business impact.
Conducted interviews as the hiring manager for multiple positions.
Planned manpower resources, knowledge and skills to handle multiple projects, including new business applications and infrastructure technologies.
Utilized ITIL practices in support of incidents, problems and changes within the organization.
Ensured the publication of internal and external documents such as Operational Frameworks, SLA / OLA metrics, Incident Reviews and Service Reviews.
Worked closely with government agencies to ensure compliance with OFAC sanctions.
Used KPI and metrics to effectively evaluate team success at reaching desired targets.
Wrote yearly reviews and was entrusted with annual raise and bonus budget of $40,000+ to reward high-performers, ensure team cohesion, and enhance retention.
Performed as Acting Director for 5 months, handling a $250,000 budget, making executive decisions and leading multiple teams of about 40 personnel.

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