Command Center Manager Resume Bethesda, MD - Hire IT People

SUMMARY

Service - driven IT Professional specializing in Service and Security Operations, utilizing my 25 years of experience in Technical Operations, Transition & Recovery, and Service Improvement to provide value to customers by facilitating outcomes customers require, while increasing the utility and warranty of services delivered in alignment with business process requirements.
Responsive and Decisive Manager, having a solid track record for delivering and managing people, process, and technology services at agreed service levels.
Successfully executing Command and Control of operations, security, disaster recovery and transition teams.
Evaluating performance using metrics to detect threats which impact delivery of services, as well as identifying critical success areas.
Communicating the performance of these services to both internal and external stakeholders at all corporate levels.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential - Bethesda, MD

Command Center Manager

Responsibilities:

Serve as lead implementer and system owner for the corporate Mass Notification System (EverBridge) to ensure that Technical and Business Updates related to incidents and crisis management are delivered consistently and concisely.
Oversee Command Center staff for proper control of Technical Bridges ensuring proper resources are engaged and notifications are timely and accurate.
Support Crisis Management and Disaster Recovery Teams with EverBridge and Command Center Services.
Review and perform the Major Incident Review as part of the Problem Management Process.

Confidential

FDIC Operations Task Area Manager

Responsibilities:

Task Area 2 included: VMWare vCloud, Unix/Linux, Wintel and Mainframe Operations, Telephony/VTC and a Cisco and Juniper based Physical Network, combined Storage and Backup Operations as well as supporting services.
The Operations Team works together with Client Services, Engineering, Development and Security Tasks to ensure service delivery across the entire Service Lifecycle. This is in coordination with other Enterprise ITIL process owners to ensure Mission Critical Services are exceeding contract SLAs and customer expectations.

Confidential

FDIC Operations Delivery Lead

Responsibilities:

This is in coordination with other Enterprise ITIL process owners to ensure Mission Critical Services are exceeding contract SLAs and customer expectations.
Transitioned to the program as part of a Tiger Team to overhaul service delivery on an underperforming contract, since joining the operation EWCC Service Delivery is now meeting expectations.