• Managed the Partner Operations team, providing 24x7 support for partner travel sites and services• Collaborated with Account Management and Engineering teams to resolve partner-impacting bugs and defects• Led Major Incident Management, reporting partner site performance against business metrics

Managed the Orbitz legacy environment during transition of partner travel sites to Expedia platform and services; Built monitoring of the legacy environment and services; Supported the engineering teams during partner site migrations and decommission of two data centers. Created alerts and dashboards for partner sites on the Expedia platforms, improving visibility into partner impacts and reducing the detection time of major incidents. Coached the Partner Operations team on effective event monitoring and investigation, incident management, partner engagement, SLA management and reporting. Managed development of a tool for documenting Major Incident details, including partner-specific details for RCA and SLA reporting. Broadened the Partner Operations engagement model to include partner interaction, internal engineering and account management teams and third-party vendors.

Managed a team of Site Reliability Engineers supporting the Orbitz Worldwide travel sites, services and infrastructure. This included migration of the B2C and B2B travel sites and services to the Expedia platform, performing necessary code changes to applications, and providing Tier 3 support to the Network Operations Center for legacy-related incidents or defects. Developed tools and processes for the Expedia NOC, including a Shift Handoff tool used to effectively report incidents, completed code changes and other critical details between teams in multiple locations in a follow-the-sun support model. Deployed and managed an open-source incident escalation tool for technology and infrastructure teams to reduce licensing costs.

Global Support Operations Team Leader, managing several Unix/Linux Systems Administrators in a 24/7, high-availability large-scale environment. Responsible for monitoring production systems, real-time communication for ongoing incidents and production-impacting changes, coordinating incident resolution and production environment changes.

Support a 24x7x365 production Unix/Linux environment hosting multiple travel websites. Management and monitoring of business critical services and hardware. Business-impacting incident management. Production-site and application change implementation.Provided Lead supporting for Major Incident Management, Change Advisory Board meetings, Root Cause Analysis investigation and environment-wide code deployments.

Support a 24x7x365 production Unix/Linux environment hosting multiple travel websites. Management and monitoring of business critical services and hardware. Business-impacting incident management. Production-site and application change implementation.

Support a 24x7x365 production environment hosting multiple travel websites. Management and monitoring of business critical services and hardware. Business-impacting incident management. Production-site and application change implementation.

Troubleshooting website hosting-related issues for clients via telephone and online chat sessions; assisted with website coding, publishing/uploading and troubleshooting; email account creation and configuration; website database setup and troubleshooting; Linux (CentOS) and Windows 2003-based web hosting support; domain name registration;Between 30 and 40 phone calls, between 15 and 20 chat sessions of varying lengths handled per shift providing first level troubleshooting and information gatheringManaged email support queues for several brands and services, providing responses to clients or escalating as necessary (New Orders, Billing, Sales, Windows Support, Domain Registration)Responsible for assessing customer situation, using current knowledge and skills to resolve and escalate to Tier 2/Systems as necessary

Provided support for Learning Management System (LMS); maintained courses (creation, modification, retirement), course rosters (add, remove, complete users), learner profiles (add, modify, remove)Assisted learners with LMS issues (registration, cancellation, course launch, course completion)Provided desktop support (internet browser, software installation/update/troubleshooting) for issues related to LMSAssisted Tier 1 agents as neededUtilized Siebel Call Center 7.5 for support ticket tracking

Troubleshooting website hosting-related issues for clients via telephone and email; assisted with website coding, publishing/uploading and troubleshooting; email account creation and configuration; website database setup and troubleshooting; Linux and Windows-based web hosting support; domain name registration, renewal and forwardingHigh-volume inbound call center environment, with 90% phone duties on a daily basis. Between 40 and 50 phone calls handled per day, call lengths ranging from 5-60 minutes, depending on the level of support the call required. High-volume email support, with 10% email duties on a daily basis. Between 20 and 30 email responses submitted per day. Responsible for assessing customer situation, using current knowledge and skills to resolve and escalate to Tier 2/Systems/Engineering/R&D as necessaryAssisting with training of new Technical Support personnelUpdated internal knowledge base with information regularlyPerformed Abuse Department duties as necessary

Responsible for input of client file information into MARS/CAPS front-end database system for commodities firm.Performed manual corrections to database information where necessary.

• Supervision of public computer labs, including maintenance of hardware/software, security and printers• On-site service calls for faculty computers (installation, migration, decommissioning, networking, hardware/software troubleshooting and maintenance)• User Support via email, telephone (70%) and in person (students and faculty)• Assisted in new-hire training sessions, training/knowledge base documentation• Managed Windows 98/2000/XP machines; Hardware support of all components of personal computers (hard drives, optical drives, printers, scanners)• Software Support of Eudora, Microsoft Outlook, SPSS, internal email system, Network Configuration software, Backup Software (ADSM/Tivoli), Symantec Antivirus, Internet Explorer, Netscape, Microsoft Office, Windows 2003/XP and call tracking software used to document trouble tickets.

Responsible for processing glass repairs and replacement for Allstate-insured vehicles via telephoneUpdated database with insurance claims, follow up with clients and glass shops, first level customer service