It Operations Management | Strategic Planning |Data Center Management | NOC Operations | Business Relations

ITIL Process Development | Time Management | Organization | Critical Thinking | Problem Solving | Teamwork

Dynamic, driven senior-level professional with more than 20 years of progressive technology experience. Skilled in working to achieve goals, both independently and in teams. Advocate for a positive organizational image at all times. Able to align objectives in team settings in order to work toxxxxxxrds success. Seeking to grow as a professional by securing an executive-level management position with a top-tier organization that will allow for career advancement. Targeting position in the IT field that will afford this opportunity for professional growth.

  Directed the Global Incident and Problem Management teams, charged with mission- and revenue-dependent business operations, including solving issues for one of the most heavily-trafficked global e-commerce companies

  Oversaw performance management, career development and coaching for all supervised personnel

  Led incident response and problem resolution processes, in alignment with SOX requirements

  Spearheaded appropriate, timely communication including swift escalation of incidents that impact business and customer operations; also ensure adherence to service-level agreements (SLAs)

  Partnered with internal and external stakeholders to determine root causes of incidents and achieve resolution

  Served as a trusted mentor and manager, dedicated to mentoring teams located in London, India and the U.S.

  Joined with other Operations, Development and Business leaders internally to deliver product and service support

  Fueled forxxxxxxrd-moving process changes designed to bolster efficiency and increase levels of customer satisfaction

  Delivered consistent results across all processes using effective change control and workflow management practices

  Worked in a Certified Service Now Administrator role to maintain effective workflows and form layouts for all processes in an effort to meet business needs

  Created and managed the Change Incident (including CAB), Problem and MRA (Management Ready Applications) procedures to make certain each adhered to SOX requirements

  Supervised teams in carrying out daily operations for Windows, VMxxxxxxre, Exchange and NOC environments; headed processes, programs and/or initiatives within each

  Drove system administration including operating system installation, customization and maintenance; also managed operations for system softxxxxxxre to support business requirements

  Assessed individual and team performance; offered opportunities to staff for career development, teamwork and continual service improvement

  Offered strategic direction, leadership and integration for products or services within a complex infrastructure

  Defined roles and duties; also served as a point of escalation and sought to continually monitor departmental key performance indicators (KPIs) and SLAs

  Devised policies and programs for strategic and tactical initiatives; also maintained budgets for each including short- and long-term cost reduction efforts

  Worked in a 24/7 capacity to lead a dedicated team of 13 in overseeing production server and application monitoring

  Efficaciously coordinated major incident response as a central IT escalation point

  Named as the Owning Manager of major incident reviews to identify the root causes for outages and craft preventative solutions; also hosted weekly major incident reviews for Infrastructure/Operations and Production Applications.

  Managed VMxxxxxxre builds and application release support; also responded cross-functionally to incidents

  Led functions surrounding the environmental monitoring (UPS, HVAC, Generator) of the Xxxxxx Data Center and other major business offices nationwide; backed up, monitored and triaged production delays

  Served as a key member of the IT Operations Change Advisory Board (CAB) bi-weekly to review potential changes

  Documented, tracked and reported preventative actions and reported on related metrics to senior management.

  Created and introduced NOC and Data Center training requirements and processes

Continued

  Noted monitoring opportunities to reduce outages in partnership with business owners and application teams

  Approved new monitoring requests from outside teams; determined suitable delivery methods such as HP OpenView, email and other methods

  Fostered and sustained positive relationships with business units including data movement and business intelligence using standing check-in meetings to ensure alignment with stated delivery needs

  Led performance management, skill coaching and goal setting for the NOC and Operations staff

  Headed regular meetings with Shift Supervisors and supervised staff, individually or collectively

  Installed units and headed related maintenance for multi-functional and multi-user information processing systems, along with peripheral equipment and auxiliary devices

  Controlled input/output data and bulk data storage operations; also transferred data between information processing equipment and systems

  Acted as a Senior Operator and Systems Administrator to complete unit maintenance on assigned computer systems

  Helped novice Soldiers in installing, operating and maintaining information processing equipment

  Troubleshot automation equipment and systems as needed to isolate malfunctions to specific hardxxxxxxre or softxxxxxxre

  Restored equipment by replacing Line Replaceable Units (LRUs)

  Installed, operated, strapped and re-strapped PMCS and unit maintenance on COMSEC devices

  Proved crucial in the design, preparation, editing and testing of computer programs

  Authored associated technical documentation for reference and maintenance purposes

  Modified existing packages using applications, operating system softxxxxxxre, computer language commands and files

  Shaped information processing equipment into required operating configurations

  Gathered production report and quality control data

  Wrote, assessed, edited, tested computer programs; made modifications as needed

  Drafted program operation manuals and technical program requirements

  Troubleshot softxxxxxxre using proven effective debugging procedures

Also worked as a Lead-Real Operations Support with RealNetworks from 2003 2006

Bachelor of Science, Information Technology, University of Phoenix

Expedia's United Xxxxxxy Representative, Expedia, Inc., 2016 2017

Global Engagement Manager, Expedia, Inc., 2015 2017

TutorMate Volunteer, Expedia, Inc., 2015

Volunteer Committee Core Team Member, DaVita Kidney Care, 2009 2014