Brian Hooper Email & Phone Number

Austin, Texas, United States

• Program and Project Manager responsible for Service Delivery throughout the project lifecycle for client network and network security projects across multiple industries.• Technical Project Manager providing leadership, guidance and stakeholder communication for network and network security projects.• Primary Service Delivery Engineer on projects including Palo Alto Networks Security Orchestration and Automation platform (XSOAR) implementation as well as Palo Alto Networks Prisma SD-WAN deployment.• Managed Virtual Resident Engineer program for clients in their network and network security environments.• Developed and managed the support model for clients across both network and security disciplines. Leveraged this support model into a Managed Services program for select clients

Austin, Texas Area

• Primary Program Manager for Incident and Change Management programs for the United States Census Bureau during Census 2020. Expanded these programs to include all TTEC Digital FedRamp and Public Sector clients.• Set-up and managed TTEC Digital’s FedRamp Change Advisory Board responsible for all FedRamp clients Change Management activities. Developed and maintained detailed FedRamp Change Management Processes.• Maintained a continuous cadence with all TTEC Digital FedRamp and Public Sector clients and stakeholders utilizing frequent and consistent communication to identify opportunities for enhancement and improvement of the managed services provided.• Developed and maintained an extensive knowledge base including internal TTEC Digital policy and process documentation as well as knowledge articles utilized by the United States Census Bureau CQA Contact Centers and Helpdesk.• Provided After Action and Root Cause Analysis Reports (AAR and RCA) for technical and security incidents. Leveraged Problem Management to address actionable items and track follow up requirements.• Conducted monitoring audits and adjustments identifying gaps, enhancements and reducing noise for the Public Sector support team and clients.

Austin, Texas Area

• Managed a Network Operations Center with 30+ Network Engineers supporting client network environments across multiple industries.• Provided overall leadership in the execution of the incident, change and problem management programs for 20+ clients network environments.• Led the Network Engineering team for a major Healthcare client through multiple Agile sprint cycles with the primary goal of Network Automation specifically focusing on predictive and proactive network monitoring and analysis.• Directed the network monitoring program for client networks including route, switch, SD-WAN and wireless environments.• Delivered Quarterly Business Reviews showcasing the value provided by the Network Operations Center highlighting goals met, status on goals in progress and focusing on upcoming client strategic goals.• Held Monthly Service Reviews with clients reporting on network performance and ticket handling metrics in relation to Service Level Agreements (SLA).• Reported on KPIs including call reviews for quality, average speed to answer, mean time to respond, mean time to resolve and overall ticket handling. Reviewed internally for individual and team coaching. Reviewed with clients to identify and create action plans for areas of improvement.• Provided root cause analysis (RCA) reports for outages, problems, and events to clients to understand what occurred. Defined the actions to take to prevent future occurrences and identified the responsible resources to implement.

Austin, Texas, United States

• Technical Executive responsible for managing and monitoring client Cisco Systems Inc. network environment.• Primary escalation resource for complex network outages and issues as well as client relationship manager. • Led the Network Automation program with a focus on identifying opportunities for network performance and support team service improvement within the client network environment.• Identified monitoring gaps and led project to deploy additional monitoring servers across the globe to better support 10,000+ network devices, working with the client and internal teams to implement.• Obtained, analyzed and reported on network performance and ticket handling metrics in relation to Service Level Agreements defined in the client Scope of Work.• Led Monthly Service Reviews with key client stakeholders reporting on trending and analysis on incident and problem management.

Austin, Texas, United States

• Team Lead for client Cisco System Inc. engagement providing excellent customer support while maintaining a complex network.• Primary escalation resource for all network incidents.• Revised and refined all standard operating procedures (SOPs) for improved clarity and reduction in incident response times and ticket backlog.• Led weekly service reviews with Cisco analyzing ticket data and metrics including priority breakdown, overall availability, ticket per device ratios and backlog tickets.• Met with client network service providers monthly to review incidents and collaborate to improve the service provided to the client focusing on reducing outages and upcoming maintenance.

Austin, Texas, United States

• Performed initial triage, troubleshooting and resolution for network incidents.• Primarily responsible for WAN circuit and router and switch hardware issues for Cisco’s branch, campus and core sites.• Performed IOS upgrades on Cisco routers and switches.• Worked directly with Cisco TAC for hardware replacements and troubleshooting of both hardware and software issues for Cisco devices.• Trained peers on complex standard operating procedures (SOPs) for Cisco, significantly improving response times for incidents.