Principal Production Services Manager bringing 15+ years of global IT experience with proven skills in incident management, root cause analysis, change management and project collaboration across multiple IT and business departments.

EXPERIENCE

Senior Manager, Confidential,Durham, NC 13 years

• Represented team on FSC conference bridge, during active incident diagnosis, to provide timely updates to management on current status and incident details. Paged Subject Matter Experts as needed.
• Managed successful Resolution and Root Cause Analysis of severity 3, severity 2 and severity 1 critical system issues between multiple IT departments and vendors, resulting in the quick identification of system issues and timely actions being taken to prevent repeat incidents.
• Organized post incident meetings to create a detailed Incident Report to be presented at the PWI Incident meeting. Performed root cause analysis, assigned action items, created a detailed incident timeline and incident description accurately detailing the business and systems impact, resulting in a smooth presentation of the incident and the identification of system stability initiatives.
• Represented team at weekly PWI incident meetings with senior management and when required, Fidelity’s corporate wide Incident meeting for escalated issues having major customer impact.
• Improved Incident reporting process by classifying the issues, escalating to appropriate departments and individuals and following through to resolution, resulting in higher customer satisfaction being reported in internal surveys.
• Conducted daily team meetings for severity 4 incidents in order to identify the issues that were repeating and discuss the actions to be taken to prevent further occurrences.
• Production gatekeeper by evaluating proposed production changes and participating in readiness reviews for go, no-go decisions on implementing major application changes and system upgrades resulting in no critical system interruptions or installation back-outs being required during business hours.
• Managed daily review of upcoming scheduled PACE tickets with impact to PWI systems and applications to identify scheduling conflicts, review scheduled time, and verify post change verification resulting in fewer severity 1, 2 and 3 incidents being reported after PACE change implementation.
• Managed business relationships proactively with business units, IT, and Infrastructure teams building cohesive project teams that successfully implemented major system upgrades and new applications.
• Provided leadership to database, application and infrastructure development projects and facilitated effective planning, testing, delivery, and day-to-day deployment activities that resulted in successful projects delivered on time and under budget.
• Project Manager for cross-functional team of 20+ members in server consolidation project in 3 geographic sites, which included purchasing multiple Unix servers, upgrading DBMS software, migrating 25+ applications and decommissioning 15 end of life Unix servers resulting in annual savings of $650,000.
• Conducted audits and risk assessments in support of SAS 70 for production and non-production environments, identifying risks, and implementing security control solutions, allowing the company to maintain strict information security compliance and passing all external audits.
• Implemented process improvements and automation to increase team productivity, allowing additional workload responsibilities while maintaining service level agreements and meeting strict deadlines.
• In depth knowledge of software source control methodology and ITIL concepts and policies.

Packaging/Build/DBA/QA Engineer, Confidential,Westborough, MA 2 years

• Create/Maintain multiple server environments containing 28 development and test databases resulting in systems being available during business hours and strict schedules being met.
• Develop tools to improve and enhance processes for maintaining and delivering monthly install updates resulting in quicker turnover and less system downtime.
• Perform first-line application regression testing of client components using test automation scripts resulting in problems being identified and corrected early in the process and avoiding downtime during business hours.

Quality Assurance Test Development Engineer, Confidential,Marlboro, MA 4 years

• Developed extensive UNIX client/server Oracle/Sybase automated test applications in C++ for proprietary operating system resulting in identifying database issues prior to release and avoiding costly patches.
• Automated detailed functional manual tests for regression testing of propriety operating system against vendor applications resulting in no high level issues being identified by customers.
• Quality Assurance Test Engineer, Bull World Information Systems, Billerica, MA 4 years
• Mainframe Quality Assurance - Analyze entire operating system to component level for problem identification and resolution by automating functional tests resulting in early problem identification and correction ensuring release dates were met on time and on budget.

EDUCATION

MBA
BS/Computer Science/Economics,