Aaron Foreman Email & Phone Number

Rtp-Bank Of America Cloud Managed Services

Tier II support of Bank of America's global network infrastructure-Write implementation scripts for changes to the network infrastructure and configuration-Serve as the primary escalation point for all tickets not able to be resolved at Tier I-Advise Tier I engineers on finding and resolving root causes of network incidents-Assess impact to the production environment and plan maintenance and changes to minimize business impact-Represent the network support team on conference calls for high visibility and high impact IT outages-Work with TAC to troubleshoot network issues and implement work-around, upgrade, or change while maximizing network uptime

Rtp-Bank Of America Cloud Managed Services

Lead of Customer Focused Team of 14 Tier 1 and 1.5 Network EngineersDeveloped and authored a redesign of the NOC into global CFTs to reduce single points of failure and ensure around-the-clock support. As CFT lead I worked to:-Ensure ticket quality among all the tickets assigned to the various members of the team-Create documentation and training materials for best practices in incident management and customer engagement-Serve as the primary point of escalation, accountability, and contact for a shared queue of 50+ tickets-Work with team members in EMEA and APAC to reticulate global resources into effective Customer Focused Teams-Develop and fine tune protocols and procedures for migrating from individual ticket ownership to a team model-Train new hires and reinforce consistent implementation of best practices among experienced engineers-Work with the Problem Management group according to the ITIL model to find to root cause of chronic network failures.

Rtp-Bank Of America Cloud Managed Services

Tier 1 network support of Bank of America's global network infrastructure.-Troubleshot loss of redundancy and connectivity for banking centers, data centers, and remote locations-Engaged long distance and local exchange carriers to drive incidents to resolution-Managed hands-on technicians to test and repair local facilities hardware failures-Handled incoming customer phone calls to the network escalation phone queue-Authored and implemented reporting tools on phone queue participation rates and efficiency-Developed and piloted a new team-based customer engagement model to ensure 24/7 coverage of all tickets and eliminate single points of failure from our support model