Chris Collins Email & Phone Number

Portland, Or, Us

San Mateo, California, Us

Mountain View, California, Us

Cambridge, Ma, Us

Portland, Or, Us

Austin, Texas, Us

Santa Monica, Ca, Us

Santa Monica, Ca, Us

-Work with our Website Operations team to identify and correct problematic areas.-Analyze key performance indicators using various monitoring/reporting tools (Gomez, Omniture, Splunk, Service Now Zenoss, Sitescope and Cacti). - Service Now administration, implementation and development-Work with the Operations teams to ensure problematic areas are addressed or escalated to appropriate Design Challenge teams for ultimate resolution.-Maintain our ITIL processes (Incident, Change, Configuration and Problem management).-Change Manager- Manage day to day change management activities including facilitating our CAB meeting.-Organize and facilitate our weekly RCA (root cause analysis) meeting where high priority and recurring incidents are addressed to ensure long term resolution.

Santa Monica, Ca, Us

-Manage day to day release/project related tasks.-Creation and maintenance of release dashboards. -Creation of test plans depending on scope of a given release.-Ensure code stability by coordinating performance and functional testing.-Working with Development, Quality Assurance and Technology Operations groups to progress release through pre-release runway maintaining quality and performance along the way.-Holding weekly release team scrums to identify any areas of risk or concern.-Ensuring that releases have no negative impact on site performance, user experience or availability.-Notify Development Teams, Production Operations and Executive Teams on release status and post release status.-Create and maintain release rollout plans.-Continuously improve the release process.

Santa Monica, Ca, Us

-Maintain the Incident Management process and implement enhancements/automation where possible.-Liaise with business owners and primary support groups in an effort to restore systems and services as quickly and efficiently as possible.-Lead formal learning events with business owners and primary support groups in an effort to identify root cause and reduce the recurrence of high priority incidents.-Create custom automated reporting for various departments as requested to assist with the identification of trends and areas for improvements.-Provide weekly Incident reports to PDO Management.-Coordinate the integration of new departments into the Incident Management processes.-Provide Incident Management training to new hires and employees new to the Incident Management process.-Maintain detailed training, workflows and process documentation.-Provide on call support as required.-Champion Incident Management services and Technical Service Management processes across the organization.

-Directly managed the IT helpdesk and desktop support technicians responsible for the support of over 2000 users at the corporate office, satellite offices and outside sales force.-Provided dedicated support for executive management team.-Ensured that all Desktop Support and Service Desk procedures met the requirements and guidelines for Sarbanes-Oxley SOX. -Implementation and testing of new trouble ticketing software (migrated from PeopleSoft CRM to BMC Magic Helpdesk.

-Key team member responsible for the build-out of a 6,000 square foot data center in Phoenix Arizona.-Responsible for migrating data center and network operations from Southern California.-Worked with management and HR to staff the new Network Operations Center and Data Center Operations teams and provided management support to the new teams.-Creation and documentation of all processes and procedures for NOC, DC Ops and Facilities (MS MOM, SiteScope, Fire Safety, FM200, Facility Security, Shift Scheduling, SOP for alert types and escalations...etc).-Managed relationships with vendors including electrical, HVAC, security and fire safety.-Negotiated contracts with vendors prior to submitting to our CFO and VP of Finance for final review and approval.-Responsible for day to day operations and maintenance of the Data Center facility.-Provided weekly operations updates to Corporate IT Management.-Worked on-site at Data Center until final commissioning by all state, city, insurance. and auditing companies.

-Diagnosed and resolved desktop, laptop and network issues.-Deployed desktop and laptop equipment.-Installed, configured and supported local and network printers.-Administered user and computer accounts in Active Directory and Microsoft Exchange.-Provided remote support to VPN and RAS users.-Maintained inventory of IT assets using Wisetrack software.-Performed regular inventories for reconciliation and inventory isolation.-Migrated ticketing software from Vantive trouble ticket software to PeopleSoft CRM.-Created and maintained department policy and process documentation.-Worked with management and Internal Audit team to create detailed process documentation for Sarbanes-Oxley compliance.-Served as primary contact for SOX Auditors.