Experience Summary

Over 18 years of Information Technology and Telecommunications experience including: Technical Operations, Crisis Management, Project Management, Incident Management, Business Management, and Process Management. Highly motivated and successful technical leader with a proven track record of delivering high profile, critical and complex projects from initiation through closure.Implemented a Network Operations Center from conception to production; leading the team in all aspects to include design, tool evaluation, staffing, process and communications. Process reengineering experiences include the evaluation and assessment of business needs, business process analysis, workflow analysis, best practice selection and complete project life cycle of custom application development and package deployments.

Area of Expertise

• Program Planning and Execution
• Data Center Design & Operations
• Business Continuity & Disaster Recovery
• Network & Systems Management
• Technical Operations Management
• Team Building and Leadership
• Staff Development and Retention
• IT Service Management
• Service Design
• Service Operations
• Service Strategy
• Service Transition
• Continual Service Improvement
• ITILv2 Service Operations Practitioner
• Process Design and Improvement

Professional Experience

Confidential, (04/2012 – Current)
Senior Manager, Network Operations Services
Responsible for the management of ExteNet Systems Network Operations Center, and Field Operations teams providing enhanced cellular and mobile data coverage through the use of Distributed Antenna System (DAS) technologies.

• Conducted assessment of current NOC personnel, staffing requirements, monitoring systems, ticketing systems and vendor support agreements.
• Defined project requirements to update monitoring system(s) and integration of ticketing systems.
• Reconstructed the tasking flow of Field Operations resources to ensure efficient use of resources based upon value, time/distance while providing a proper work life balance.
• Led the operational support preparations for multiple high visibility events, ensuring internal and external resources were pre-staged, physical and virtual access established and required spares were on hand.

Confidential,Technical Management Consultant 9/2010 – 4/2012)
Network Architecture Assessment
Reporting to the CIO; providing technology assessment of all areas of the network, systems and telecom infrastructure. To include current state, future state, optimization planning and gap analyses. With detailed design and /or support with the following areas:

• Data Center Operations and incident management
• Data Center power and mechanical audit
• Data Center planning
• Change Management program design and implementation
• Network Management and Monitoring capabilities and planning
• Organizational structure and support

Network Management System
Responsible for overall installation, configuration and administration of a Network Management solution to monitor and analyze over 22,000 network devices. Directed the activities of technical teams from multiple corporate and government organizations to achieve product design and implementation.

• Solution supports real-time alerting and ticketing
• Produces utilization and SLA reports for client management
• Supports tools for network configuration management, DNS/DHCP Management and Netflow.
• Designed Change Management process “add-on” to enhance and reduce the strain on the current process as it related to network management systems.
• Implemented add-on utilities to assist with IP design management, active configurations and field inventory management.
• Provided advisory services detailing the current computing environment and the construction and future movement to two new dedicated data center facilities. Provided recommendations based on industry best practice and incorporated the unique requirements/limitations of the client. Aspects reviewed contained the following data center criteria:
• Site selection
• Geographic Location
• Building expansion limitations
• Location risk assessment
• Facility design
• Commercial power
• Generator
• Fire suppression
• Physical security
• Operational ergonomics and functionality
• Internal switching
• Inter/Intra rack

Confidential, (01/2007 – 09/2010)
Director, Network and Application Support
Responsible for the management of AirCell’s Network Operations Center, Data Center Operations, Application Support, Service Transition Management and Disaster Recovery teams providing WIFI internet service to over 1000 aircraft on eight commercial airlines and to over 50 private aircraft.

• Designed and built the Network Operations Center (NOC) from concept to a fully functional Tier I and II incident management center.
• Provided project oversight on several multi-million dollar projects; such as new Data Center build-out and leading the selection and implementation of an integratedNetwork Monitoring, Reporting and Configuration system.
• Managed a yearly operational budget in excess of $17 Million to support staffing levels, team development, network/application licensing and maintenance contracts.
• Responsible for a $8 Million project budget to provide a multi-functional data center that would support Disaster Recovery, System Upgrade testing and Network load balancing.
• Full project management responsibilities throughout the entire project lifecycle including the continual review of project milestones and deliverables, project scope management, risk and issue management.
• Managed the network operations implementation activities of a four month 100 remote site build to provide a nationwide Wi-Fi network for airborne aircraft with an IP and cellular backbone.
• Managed the relationships with multiple vendors to ensure that support, expansion and service level objectives were met. Implementing remedial action plans with the vendors to correct short falls.
• Designed an ITIL service model which incorporated a unified Service Desk; implementing Incident and Problem Managementwhile streamlininginternal and external communications with Change Management and Service Delivery in anon-traditional ITIL environment.
• Managed the implementation of the Disaster Recovery as well as the Technology Change Management programs. Ensuring that all levels of the organization fully understood and accepted the programs.

Confidential, (02/1999 – 01/2007)
Network Operations Manager
Daily operations, expansion and network outage restoration of regional wireless network consisting of three multimillion dollar facilities and 2,600 cell towers across three states servicing over 1.4 million customers.

• Developed tools and reports, in collaboration with information technology staff members, which captured systems operations data which led to the identification of network problems areas before they resulted in customer impacting incidents. Saving countless dollars and improving the customer experience.
• Developed Disaster Recovery Plan (pre-9/11) for Chicago office which was used as the template for the nationwide disaster planning process.
• Management of several facility expansion projects, providing oversight of all aspects of the projects and activities:
• Build of new Mobile Switching Office
• Generator/ Battery Plant
• Cable Management
• Telecommunications Point of Presence
• Fiber Optic Termination
• IP Network Implementation

Certifications and Training

• IT Service Management
• Service Design
• Service Operations
• Service Strategy
• Service Transition
• Continual Service Improvement
• ITILv2 Support and Restore Practitioner
• Service Desk
• Incident Management
• Problem Management
• ITILv2 Release and Control Practitioner
• Configuration Management
• Release Management
• Change Management
• Disaster Recovery and Business Continuity
• ZTE ZXC10 BSSB (BSC) Level A
• Project Management CertificateVillanova University
• Public speaking and media training – The Pincus Group
• Motorola iDEN IP Base Site Controller (iBSC) Operations and Maintenance
• Motorola iDEN Base Site Controller Operations and Maintenance
• Nortel DMS 100 Operations and Maintenance
• Tellabs 5320 DCS Operations and Maintenance
• Tellabs 5500 DCS Operations and Maintenance