Corey Butler Email & Phone Number

Austin, TX, US

Arlington, Virginia, US

New York, NY, US

• In this role, I oversee operations, staffing, and trending & analysis for the global customer base. I have successfully developed processes and procedures for key clients including McKesson, British Petroleum, The Home.
• Reduced monthly alert creation by over 55% per customer and implemented a Regional Value Plan to measure autonomic time savings and noise reduction.
• Developed and executed Top-Down Analysis (TDA) process to analyze data, identify automation opportunities, and create standard operating procedures for automation.

New York, NY, US

• In this role, I served as the Technical Account Manager and subject matter expert for 2000+ Home Depot locations in North America. I successfully managed this relationship and helped grow the business from a few stores.
• Consistently received perfect scores on quarterly surveys by providing clients with white-glove service in all aspects of the relationship.
• Utilized data from Call Quality, ASA, MTTR, and Ticketing Handling Review to create a performance reporting program to analyze quarterly professional assessment, yearly reviews, and customer value contributions.
• Principal contributor in the turnaround of the globally distributed Network Operations Center supporting the largest single account which includes the largest installation of both UC and Foundation lines of business.
• Increase device under support to its current level almost 70,000 (not including phones)

Pleasanton, CA, US

• Here, I lead the turnaround of the Global Security Operations Center for the company's Fortune Global 500 customer base. I successfully monitored and managed Juniper, F5, and SonicWALL hardware and software in customer.
• Significantly minimized employee turnover rate and improved employee morale while simultaneously managing large scale staff relocation.
• Reduced SOC alert creation by 50% per month by implementing technology-specific polling intervals, standard thresholds, and chronic alert process to pinpoint key problematic sites.Create and maintain performance.
• Improved employee morale reducing turnover rate as well as managing relocation for employees from Seattle to Austin6
• Reduced SOC ticket backlog from 1,182 to 49 within a 5-month period
• Reduced SOC alert creation from 31,971 per month to 17,440 per month by implementing technology-specific polling intervals, standardizing thresholds, and implementing a chronic alert process to focus on the most.

Pleasanton, CA, US

• I was a key player in all aspects of start-up expansion and growth. In this role, I managed everything from NOC to supply chain as well, and installations and business analytics.Some significant accomplishments in this.
• Lead the successful merge of two NOCs into a single ticketing system and creation of a united workflow for both locations
• Spearheaded a business analytics group that worked with operations, IS, and PMO organizations to prepare required documents.
• Managed 4 groups and 2 24/7 NOC centers in Costa Mesa, CA and in Austin, TX with up to 60 employees, 4 managers, and 2 Business Analysts
• Key player in all aspects of start-up, expansion, and growth, including operations, marketing, pricing, conducting sales presentations and demonstrations, staffing, trending and analysis, process and procedure.
• Created, developed, and executed process flows; maintained performance indicators; created staff plans for 12/7 and 24/7 support

Pleasanton, CA, US

• Collaborated in start-up of the NOC, including overseeing marketing, pricing, staffing, configuration, proposals, OSS design, and conducting sales presentations, demonstrations and staff meetings with a 2-month period
• Implemented BMC agents to Unix and NT servers and developer console configuration
• Oversaw PSL script creation to send the appropriate trap information to netcool that contained a node name, IP address and customer name
• Acted as technical lead for connectivity, host-related issues, server, application and database monitoring using BMC Patrol
• Acted a technology auditor for software implementations and BMC Administrator
• Developed server, application and database monitoring products

Basking Ridge, NJ, US

• As acting supervisor, monitored enabled Novell servers, Windows NT servers, routers, switches, hubs and WINS database
• Successfully transitioned the Technical Support Center for 28 remote sites from CA to TX
• Key contributor for the ‘Crit Sit’ team, which enabled GTE to be removed from probation
• Coordinated vendor technician dispatch for hardware or printer-related issues throughout CA
• Provided telecommuter support for the entire country
• Oversaw support for connectivity and hardware-related issues, including controllers, terminals, dataBridges, DSUs and circuit-related issues