Christopher White Email & Phone Number

Las Vegas, Nevada, United States

Henderson, Nevada, United States

The Remote Managed Services Center provides monitoring, management, and account escalation in support of a broad range of IT technologies such as Network, Firewalls, Servers, Midrange, and Mainframe Computing. The Center supports more than 100 clients utilizing a robust tool suite coupled with clearly defined processes and automation. This is a highly leveraged environment focused upon delivering exceptional service across all client IT environments, ensuring that customer defined Service Levels are adhered to and met. -Support regular client visits to the Remote Management Center, demonstrate the tool suite, automation capabilities, and escalation processes, provide a detailed overview of the monitoring and management services to new and potential clients. -Responsible for the development of detailed cost for monitoring and management services as input into the new business pricing process in support of new business capture efforts. -Team leader responsible for transition efforts associated with new business into RMS’s monitoring services including; mainframe, production control and scheduling, network, firewalls and server.-In support of transitioning new clients develops detailed plans, timelines, and resource requirements as input into the overall client transition plan. -Interfacing with service delivery teams and other functional area managers (Tools, Performance Management, Network Operations, Server Operations, etc) to obtain resources for specific new and existing business support-Performs monthly billing audit for all accounts-Tools Supported: SMARTs, ITM, Nimsoft, internally developed customer facing portal, Service Now, Remedy

Newark, Delaware, United States

Coordinates delivery of company products and services according to agreed upon business solution goals and objectives. - Coordinates activities of functional areas or of department account leads to ensure that business solution objectives are met.- Assists in interpreting demand forecasts and in planning and delivering end-to-end services. Escalates issues to the account and service delivery teams. Makes recommendations for adjustments to configurations (Hardware and Software) to improve service and reliability. - Maintains records of account specific service problems and assists in prioritizing work requests. Identifies process changes or adjustments and escalates same.- Maintains records of expenditures to ensure compliance with approved budgets.- Assists in coordinating communications between service delivery teams and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications and support the achievement of service level commitments. - Assists in identifying service improvements to increase customer satisfaction, improve performance and reliability. - Ensures delivery of projects meet client commitments, and management expectations -Provides training on internal tools, processes and procedures with customer account teams-Tools Supported: SMARTs, ITM, Nimsoft, internally developed customer facing portal, Service Now, Remedy

Newark, Delaware, United States

The Network Monitoring Center (NMC) is responsible for monitoring enterprise customer networking connections WAN/LAN for approximately 40 commercial outsourcing customers. The specific services and service levels differ across customer engagements; they vary from basic network monitoring and notification to full troubleshooting/problem isolation. -Work with on-call engineers, vendors, and site contacts to isolate and resolve network outages. -Monitor customer networks utilizing Smarts, opening tickets with help desks and vendors, and working with engineers, site contacts, and vendors to resolve outages. -Training new hires on processes and procedures as well as serving as a technical lead to colleagues my shift. -Equipment supported varies across multiple vendors to include: Cisco, Juniper, and Nortel. -Tool suites used include NetEISS (in house developed web based database), SMARTs, multiple ticketing systems (USD, CPMT/Remedy), Lotus Notes, App Critical.

Greenbelt, Maryland, United States

Allegiance Telecommunications is a provider of competitive local service for medium and small businesses which offers customers a complete package of telecommunications services, including local, long distance, international calling, high-speed data transmission and Internet services and a full suite of customer premise communications equipment and service offerings. Allegiance has a nationwide WAN servicing 36 major metropolitan areas in the U.S. -Responsible for the implementation and testing of configuration changes to Cisco and Juniper Routers to enable and support customer ISP services. -Providing Tier 2 escalated support to identify and resolve customer problems, interface with carriers to effect problem resolution and testing. -Technologies Supported: Sonet, DWDM, ATM, Frame Relay, DS0-OC48, routing protocols (BGP, ISIS, and VRF). -Participate and adhere to change management, configuration management, problem management, fault management, and performance management processes. -Understanding of the Micromuse NetCool tool suite, Remedy trouble ticketing systems, and Clarify CRM platforms.

Beltsville, Maryland, United States

Intermedia Communications Inc. delivers one of the most comprehensive arrays of integrated communications services available from any single provider. These solutions include voice and data services such as local and long distance, Internet connectivity, and advanced network access services. Intermedia serves the needs of business and government customers nationwide and has developed a particular strength in broadband data and Internet services. - Responsible for monitoring network services for early detection of deteriorating conditions or performance problems-Opening/closing trouble tickets, performing problem isolation testing and documenting resulting, escalating problems to our telco providers, interacting with customers and senior members of the engineering team to effect service restoration. -Configuration of routers for new installations, and validation of configuration parameters for current customers.-Tools / Applications used to perform job functions include: Remedy for trouble tracking, NetCool for system/network monitoring, Nitrous for access to backbone routers, and Firebird test sets.