SUMMARY:

• Leading a team of 35 Network Operations Center (NOC) professionals located in Hyderabad, India and Denver, Colorado.
• Duties focused on proactive event management, tech support & incident management, continual service improvement; targeting P1 & P2 outage reduction and incident remediation.
• Running and controlling incident triage bridge calls, stakeholder communications, incident review, and problem root cause analysis (RCA).
• Implementation and continual service improvement of all ITIL processes and procedures; to include SOP’s, communication template, whiteboard templates, training, customer knowledge transfer, and performance reporting.

PROFESSIONAL EXPERIENCE:

Confidential

Outage Manager

Responsibilities:

• Management and ownership of the development and refinement of internal/external communication processes and materials.
• In corporate internal and external feedback into the overall incident management strategy, processes and tools and drive messaging to executive leadership.
• Develop and optimize the processes, procedures and artifacts to standardize and efficiently manage incidents. and process flows.
• Running bridge calls for priority 1 & 2 incidents, for Network Infrastructure and Critical Applications
• Delivering expeditious remediation of outages and minimizing adverse impact to the Confidential firm.
• Creation of Incident and Problem tickets in ServiceNow (SNOW), while sending out communications to stakeholders and executive management.
• Approving emergency change requests (ECR) as needed, to resolve P1 incidents.
• Transforming existing model to embrace the emerging Agile & DevOps model with an understanding of automation and CI/CD models.
• Single point of contact for incident outage resolution; elicit engagement for services to all Confidential teams.

Incident Manager

Confidential

Responsibilities:

• Engaging Confidential first responders for immediate Priority 1 & 2 incident triage. Running and controlling Bridge Calls, while keeping upper management informed of status, of Data Center & Branch outages. Working collectively with Change, Problem, and Event Management. Collaborating with all Technical Support teams: Converged Operations, Midrange Operations, Network Security, Network Stability Support, Performance Monitoring, Service Operations, Database Support, Shared Infrastructure Services, Wintel Support, Application Support, Firewall, DevOps & Mainframe to ensure speedy restoral and resolution. Creating technical and executive level communications, for outage notification.
• Established standard policies and SOP’s between IT functions to reduce resolution time, increased customer satisfaction. Assured performance trends were monitored, by ensuring that thresholds and SLA’s were not breached. Followed-up with customers via email, phone, customer satisfaction surveys.
• Used a suite of ITSM tools (ServiceNow, AppDynamics, Dynatrace, SKYPE for Business whiteboard for stability room status) to monitor and track key metrics & KPI’s such as; ticket volume trends, queue times, downtime, impacted business applications/services, incident & problem response times, SLA compliance, service availability, and performance. Updated business application profiles and runbooks.
• Running bridge calls for critical/major incidents, from identifying, notification, triage, to restoral.
• Engage first responders for immediate Priority 1 incident triage. Running and controlling Bridge Calls, while keeping upper management informed of status.

Confidential, Alpharetta, GA

Lead Critical Incident | ITIL Process SME

Responsibilities:

• Mentored 12 personnel, as Lead Incident Manager and ITSM Process SME. Provided training and developed presentations for ITIL best practices, focusing on P1/P2 Incident, Event, Problem, Change, and Request Fulfillment processes. Attended CAB meetings and lead weekly incident review meetings.
• Conducted Shadow/Reverse Shadow training and knowledge transfer for all Confidential IT staff.
• Educating personnel on ITSM trends and ITIL best practices. Such as; proper annotation and logging of incidents within ITSM records, escalation, triage, communications (technical & executive level), running P1/P2 incident bridge calls, resolution, incident to problem roadmapping, and root cause analysis (RCA).
• Performed ITSM assessment, gap analysis, and provided recommendations for product, staffing, process, capacity, and technology optimization.
• Utilized Atlassian, JIRA, Confluence, TEAMS, SKYPE for Business.
• Identify all resources needed to resolve the incident, including resources from external vendors and internal groups (networking, application, database, finance, security, mainframe, etc.)
• Worked with software developers and ITSM system administrators to create service request, incident, change, and problem ticket, workflows, page & schema layouts.

Confidential, Atlanta, GA

ITIL Process SME

Responsibilities:

• Operational, continual service improvement (CSI), and strategy process for Fluellen Strategies, a pediatric dental anesthesiology company; and
• Deployment of proactive performance monitoring (ManageEngine OpManager), alerting, P1 incident notification, and escalation in support of Delta Community Credit Union (DCCU) network.

Confidential, Alpharetta, GA

IT Service Management - Automation & Configuration Management

Responsibilities:

• Working closely with all IT functions to develop optimization road maps for applications, align development plans, to ensure effective integration among information systems and IT Infrastructure.
• Creation of HP LoadRunner VuGen scripts; (Ajax, Citrix, Click & Script, Flex, Web - HTTP/HTML). Synthetic, RUM, and SNMP monitors. Creating categories & priorities for events and critical incidents.
• Strategically created categories and priorities for critical incidents and problem management.
• Remedy, ServiceNow, ADDM Discovery, and CMDB for logging incidents, auditing and CI recordkeeping
• Member of SWAT Team P1 critical incident remediation, which involved all IT cross-functional teams.

Confidential, Columbus, OH

President of IT Services and Operations

Responsibilities:

• Owned, operated, and managed an IT consultancy focused on service delivery and proactive monitoring.
• Managed a 25-person team of software, hardware, security, network monitoring analysts and architects during the statewide redesign of Confidential LAN/WAN Cisco network
• Managed and lead a team of engineers; improving service operations, change, problem, incident, root cause analysis process, and implementation of CA Spectrum Enterprise and BMC Software Monitoring tools at various customer site. Performing incident management and process implementation services.

Confidential, Cleveland, OH

Director of IT Services - Network Operations

Responsibilities:

• Directed and managed 8 personnel, Network Operations Services and Remote Monitoring solutions.
• Implemented and maintained incident, problem, change, event SNMP monitoring, and NOC management functions for Confidential
• The NOC and Help Desk utilized BMC Patrol, Remedy, and CA Spectrum ticketing & monitoring tools to detect and log and incidents.
• Developed a service catalog for remote Managed Services & Operational procedure creation.
• Contract negotiations with customers, software, hardware, and Telco vendors.