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Production/global Change Manager Resume

Parsippany, NJ

SUMMARY:

Diverse experience in working as incident, change, problem manager, network engineer and data center engineer including 9+ years in IT and service management providing support in cable, telecommunications, Internet, financial and healthcare companies. A competitive intelligence professional looking for incident manager, change manager, release manager and problem manager role.

EXPERIENCE:

Confidential, Parsippany, NJ

Production/Global Change Manager

Responsibilities:

  • Responsible for ensuring that the required changes to the production IT environment have been correctly recorded and subjected to the appropriate level of risk - aware review, structured planning, co-ordination, pre and post implementation testing/verification and authorization (approval), prior to implementation
  • Provide a necessary level of independent control and due diligence to help ensure that all the changes to the bank’s production IT environment are compliant with the bank IT management policy and IT good practices document for IT management policy and also the production change management procedure
  • Aside from being a regulatory necessity, ensure the ongoing stability of the bank production services
  • Ensure any on-hold question within the change request have been clearly and appropriately answered within the ServiceNow toll by the change implementor
  • Participate and run weekly Change Advisory Board (CAB) meetings for medium and high risk production changes with representatives from each IT functional area and assist them with taking decision to either approve or reject a change
  • Attend and run TRB (Technical Review Board) call twice in a week to address all the concern to the technical leads and managers for the change that has been failed or have some concern or needs and additional approval
  • Review and assess change tickets entered in the ServiceNow by IT to ensure mandatory information is documented accurately, ensure adherence to the process as documented in Standard Operating Procedure (SOP), and good documentation practices are followed by IT
  • Worked closely with offshore developer and IT infrastructure team to resolve issues for Incidents/Projects related to ITSM (in ServiceNow) to meet SLAs/ delivery schedules
  • Responsible for supporting change management at the organizational level by managing and monitoring adherence to the company's change policies
  • Define and measure success metrics and monitor change progress, send follow up email to change requester for additional approval in case there are needed
  • Provide training to various team for the change process on monthly basis when needed. Very good understanding of release management and deployment of application

Confidential, WA

Major Incident Manager/Problem Manager

Responsibilities:

  • As a major incident manager, I responds to reports of service disruption at hospitals and clinics throughout the United States.
  • My responsibilities are to drive for resolution for all critical care impacting outages to maintain a two hour mean time to resolution
  • Provide 24 x 7 management service to critical technology issues to engage appropriate business, technical, operational, and vendor resources in order to maintain focus on and efficiently and resolve the issues. Part of the 8 member Major Incident Management Team working to manage major priority incidents raised, until resolution, root cause identification and fix implementation. This includes managing major incidents within complex environments with complete confidence, engaging internal and external support teams.
  • This role demonstrated accountability skills as single point for delivering clear and accurate communication during incident lifecycle across the business and technology including senior and executive management levels, meeting agreed SLA and KPI's
  • Make sure the teams are assigned for RCA after the MI is resolved, keep updated the team for the major incidents. Carried out problem management to identify root causes of repeating incidents. Preparing Major incident reports and liaising with Problem Management post MI to investigate the RCA. Participate in major Incident high level management bridge, technical bridge and daily operational review call
  • Managing technical bridge calls during high risk and critical operationally affecting changes. Co-ordinate with the CMTs(Crisis Management) team when needed to seek right guidance and resource to execute to the service restoration back to normal. Collaborate and implement organization improvements by making the problem management, process improvements and documentations
  • Establish process/procedure for Confidential ticketing system, create and document technical problem management workflow processes and procedures. Identify, investigate, and create reporting deliverables to service management. Produce and document known errors. Identification of problems and corrective actions and driving towards resolution. Leading cross-team collaboration for Engineering teams to analyze issues and outages, investigate and diagnose root cause and recommend corrective actions needed to reduce problem instances
  • Facilitating Root Cause Analysis (RCA) on all Major incidents by creating Problem Tickets, creating and assigning corrective actions. Conducting post mortem reviews with multiple stakeholders on high impacting incidents to assist with identifying root cause, creation and publishing of detailed executive summary reports. Leveraging Proactive Problem Management strategies to identify trends and potential problems within the environment
  • Works with service providers and other Process Owners to ensure coherent service operation.
  • Manages the lifecycle process through defining and managing process policies, standards, metrics and procedures related to the process. Ensures the process is documented and up-to-date while establishing measurements and targets to improve process effectiveness and efficiency. Enforces the process and reporting performance to applicable management.
  • Develops and implements process improvement initiatives while actively gathering industry best practices. Addresses issues or opportunities for improvement, proactively perform root cause analysis and oversees completion of any related IS Corrective and Preventative Action (CAPA) commitments
  • Leads cross-functional working group to gather feedback and drive process improvement decisions

Confidential, Tacoma, WA

IT Change Manager

Responsibilities:

  • Responsible for managing day to day operational activities for IT Change Management and Confidential project coordination.
  • Participate and run weekly Change Advisory Board (CAB) meetings for medium and high risk production changes with representatives from each IT functional area and assist them with taking decision to either approve or reject a change
  • Attend and run TRB (Technical Review Board) call twice in a week to address all the concern to the technical leads and managers for the change that has been failed or have some concern or needs and additional approval. Review and assess change tickets entered in the ServiceNow by IT to ensure mandatory information is documented accurately, ensure adherence to the process as documented in Standard Operating Procedure (SOP), and good documentation practices are followed by IT
  • Worked closely with offshore developer and IT infrastructure team to resolve issues for Incidents/Projects related to ITSM (in ServiceNow) to meet SLAs/ delivery schedules. Responsible for supporting change management at the organizational level by managing and monitoring adherence to the company's change policies
  • Define and measure success metrics and monitor change progress, send follow up email to change requester for additional approval in case there are needed. Provide training to various team for the change process on monthly basis when needed. Very good understanding of release management and deployment of application

Confidential, Minneapolis, MN

Data Center Manager/Technology Lead

Responsibilities:

  • Provide hands and feet support to infra team including storage, Wintel, Unix and network team.
  • Manage data center 24*7 and make sure helps are provided to the needed team when required.
  • Make sure all the devices are in CMDB and up to date. As per instructions from the technical team decommission or install the HP blade servers, storage devices and network devices such as routers and switches
  • Run cable, swap the SFP module when asked by the technical team in proper way including the fiber/copper cable. Remove all the unused cable when required and make sure the DC is clean and organized. Make sure the temperature in DC is maintained properly, if there are any report of overeating then engage the vendor to check the temperature or any activity that can harm the devices/DC. Track, maintain and update asset inventory of defective and replacement parts. Run fiber, copper cable and replace SFP module when needed. Test and clean fiber optic cables, and optical interfaces. Schedule and perform network maintenance, repair, and upgrade tasks as needed while limiting the impact on the production network

Confidential, Stamford, CT

Network Engineer

Responsibilities:

  • Install and troubleshoot large-scale production network infrastructure including routers, switches and wireless controller for Confidential onsite and some other US sites. Provide onsite 24*7 network support.
  • Troubleshoot LAN/WAN/Wireless issues for all the hospitals and clinics, works with ISP if there are any outages and make documentation of it. Resolve P1,P2 and P3 within the given SLA.
  • Configure and troubleshoot the Confidential authentication and make sure all the devices are added to the ACS server.
  • Troubleshoot network link down/device/configuration issue.
  • Create new RMA requests for defective devices through Cisco, as well as obtaining technical assistance when troubleshooting devices with help of Cisco TAC
  • Using LiveAction application check the NetQOS, netgear, netdb for the routers and switches interfaces for the bandwidth utilization as well as the interfaces that’s using the most bandwidth. Update and add the interfaces in LiveAction application for the interface especially the uplink port so that we can get help when there are users facing any latency
  • Configure, maintain and troubleshoot wireless issues for US Confidential locations, when required replaces APs and configure it.
  • Check wireless signal issue, when required install new AP and associate them with wireless controller.
  • Create new SSID when required as per the requirement, imports APs configuration to Cisco Prime, create heat map and do site survey for signal strength. Track, maintain and update asset inventory of defective and replacement parts. Troubleshoot, trace, links to locate the physical issue. Run fiber, copper cable and replace SFP module when needed
  • Open change request to schedule maintenance and perform network changes when required, repair, and upgrade tasks as needed while limiting the impact on the production network. Use internal software, tools, and scripts to configure, monitor, and repair network equipment
  • Attend MI (major incident) call when there are major incident or outages, help team resolve the issues by providing the technical support.
  • Review changes and approve the CRQ as part of technical approval, review the pending ticket and let team knows if there are old tickets that hasn’t been closed or updated in timely manner

Confidential, Thornton, CO

Network Operation Engineer

Responsibilities:

  • First point of Confidential NetOps teams to facilitate handling of problems reports and maintain relations with network peers, ISP and transmit vendors. Monitor the production network consisting of edge/peering and backbone/core routers
  • Open change control request and get it approved in timely manner in case if there is any maintenance activity.
  • Troubleshoot for BGP sessions failures, network latency, packet loss, mapping issues and link failures.
  • Monitor and troubleshoot network stability and performances - to ensure 24*7 operations and resolve service impacts as they occur.
  • Draft and oversee planned network maintenance work, to minimize impact to Confidential services.
  • Troubleshoot light level, error issues, optic swap and follow up with vendor to have the issues resolved
  • Assist in managing the flow of changes and or addition to infrastructure.
  • Coordinate with hardware vendors and warehouse teams to RMA network equipment globally.
  • Coordinate with the datacenter infrastructure team in all aspects of network equipment installation, testing power, cooling and cabling.
  • Provide ongoing technical support and problem resolution for Junos and IOS upgrades, decommission and general network problems.
  • Improve the documentation and implementation process.
  • Create PCR for link drain for maintenance

Confidential, Plano, TX

Network Engineer

Responsibilities:

  • Worked as a network engineer to monitor network activities using monitoring tool (Network Node Manager- NNM) and support 35-40 cases in Salesforce per day within the defined SLA. Implement and troubleshoot VoIP/Data quality issues, hands on experience in implementing and troubleshooting BGP. Troubleshoot IP routing and configuration, configure tunnel for backup when T1 is down because of an outage. Install and worked with ISPs to troubleshoot T1 lines, MPLS/PPP and Ethernet circuit.
  • Configure/troubleshoot wide range of Confidential router and switches (Cisco/HP) along with NPE
  • Provide immediate support to address voice and network quality. Provide Tier 2 support to resolve complex, technical customer problems over phone/email and remotely.
  • Communicate with systems and engineering department as well as external carriers to resolve and prevent issues.
  • Provide support to Tier I team if required to help troubleshoot the issue
  • Troubleshoot T1 down, interface down, tunnel down, T1 bounce, high input error, and high input utilization, build new tunnel, switch ads on, voice block increase, and replace/configure Cisco/HP router/switches when needed at Confidential .
  • Provide bandwidth utilization report to customer as per their request, notify customer when there is high utilization.
  • Proactive monitoring of nodes using HP Open View (HP NNMi)

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