As the VP of Operations for Gunner Kennels, my overarching responsibility is to provide strategic leadership and drive continuous improvement in operational performance to support the company’s aggressive growth plans and create a competitive advantage within our various market segments.

Provided client first notification (CFN) incident management and served as first-level support for problem identification and resolution for managed hosting and business applications services such as Ariba, Oracle, PeopleSoft, and SAP. Offer resolution and follow-up for various complex issues including AT&T’s managed firewall, backup, storage, server, network, and database services.Coordinated daily with cross-functional vendors such as IBM, Dell SecureWorks, and EMC2 to integrate, configure, and troubleshoot shared services to ensure service assurance and to meet contracted service level agreements.Served as Team Lead by providing direction and guidance to less experienced team members; Worked with process and development teams to improve tools used by H&AS team to increase efficiency in ticket handling and simplify resolution processes.

Served as first-level support for a wide range of AT&T IP Services, including but not limited to: Managed Internet Service (MIS); MPLS Virtual Private Network (VPN) supporting MPLS Private Network Support (PNT) and IP-Enabled Frame Relay/ATM (IPeFR/ATM); Global Managed Internet Service (GMIS); and other Global Business Solutions (GBS) including VPN/EVPN, VOIP/IP Telephony, and IP Data Performance.Provided the technical troubleshooting and leadership skills required to properly direct complex network and hardware issues to the appropriate second-level support teams for trouble isolation and resolution. Assist second-level support teams with identification of root causes and execution of resolutions.Responsible for resolution and follow up regarding general inquiries relating to business VoIP and managed internet services, including routers, circuits, and VOIP telephony inquiries.

Customized .NET web application to collect and track student fitness data across North Carolina. Strategically rolled-out application updates and application enhancements in conjunction with Human Kinetics. Created comprehensive documentation (technical writing) of the customized .NET application.Designed, implemented, and maintained Amazon Web Services EC2 cloud computing environment to increase efficiency and minimize overhead costs to operate .NET application and SQL databases. Created and maintained SQL databases that worked in conjunction with the North Carolina Department of Public Instruction information systems.Worked directly with SAS and North Carolina Department of Health and Human Services’ statisticians to implement data validation measures within the .NET application and to ensure consistent and reliable data for longitudinal research purposes.