Over 8 years experience in Incident Management. Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. Utilizing best business processes to restore services as quickly as possible for clients, leadership and affected parties while receiving timely communications and long term solutions to the incidents. This also includes management and escalation of Critical or High Severity Incidents up to and including service… Show more Over 8 years experience in Incident Management. Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. Utilizing best business processes to restore services as quickly as possible for clients, leadership and affected parties while receiving timely communications and long term solutions to the incidents. This also includes management and escalation of Critical or High Severity Incidents up to and including service restoration. This would includes timey updates to senior management on any issues impacting quality of service to clients and stakeholders. Over 8 years experience in written and verbal communication skills in the Incident, Problem and Change Management process based on the ITIL Framework. Strong background in Networks, WAN and LAN, A broad knowledge of application architectures and security principles. Ability to provide strong leadership under stressful situations and evaluate the risk/benefits in making decisions that have broad impacts for any given situation. Show less

⦁ Managed daily operatons staff of 12 associates⦁ Reviewed daily Facets reports for client outage issues, ensured procedures were followed and proper escalations occurred.⦁ Informed Senior Management of any ongoing or high visibility issues.⦁ Set up Network Staff schedules to ensure proper staff coverage for 24 x 7 x 365 environment.⦁ Reviewed FEP reports weelky to ensure proper security functions were followed.⦁ Participated in Go-No-Go meetings as well as monthly… Show more ⦁ Managed daily operatons staff of 12 associates⦁ Reviewed daily Facets reports for client outage issues, ensured procedures were followed and proper escalations occurred.⦁ Informed Senior Management of any ongoing or high visibility issues.⦁ Set up Network Staff schedules to ensure proper staff coverage for 24 x 7 x 365 environment.⦁ Reviewed FEP reports weelky to ensure proper security functions were followed.⦁ Participated in Go-No-Go meetings as well as monthly network reviews with critical clients.⦁ Reviewed and assisted in annual Disaster Recovery testing ⦁ Performed annual associate reviews Show less

⦁ Managed High Severity outage events for all ETG Managed Data Centers and BRU'S⦁ Coordinated and facilitated support teams to engage and guide through service restoration⦁ Responsible for Incident SLA metrics and dashboard reporting KPI's⦁ Interfaced with Change Management and Problem Management teams to reduce reoccurrences of said events⦁ Created and updated internal documentation⦁ Coordinated and approved Emergency Change control events⦁ Proactively monitored… Show more ⦁ Managed High Severity outage events for all ETG Managed Data Centers and BRU'S⦁ Coordinated and facilitated support teams to engage and guide through service restoration⦁ Responsible for Incident SLA metrics and dashboard reporting KPI's⦁ Interfaced with Change Management and Problem Management teams to reduce reoccurrences of said events⦁ Created and updated internal documentation⦁ Coordinated and approved Emergency Change control events⦁ Proactively monitored computing environmental assets for multiple data centers⦁ Insured communications to Clients, Executive Management, Account Management and Internal Groups took place in a concise and timely manner Show less

⦁ Executed daily operations of network monitoring tools including the following.⦁ Hp Openview,Ciscoworks,NNM,Orion,Sitescope,Ehealth,AT&T Business Direct.⦁ Developed procedures for troubleshooting of communications hardware.⦁ Was instrumental in assisting clients perform Disaster Recovery Testing.⦁ Assisted users to diagnose and solve data communication problems.⦁ Trained fellow co-workers and achieved significant improvements in their productivity and… Show more ⦁ Executed daily operations of network monitoring tools including the following.⦁ Hp Openview,Ciscoworks,NNM,Orion,Sitescope,Ehealth,AT&T Business Direct.⦁ Developed procedures for troubleshooting of communications hardware.⦁ Was instrumental in assisting clients perform Disaster Recovery Testing.⦁ Assisted users to diagnose and solve data communication problems.⦁ Trained fellow co-workers and achieved significant improvements in their productivity and efficiency.⦁ Consulted customers, to determine present and future user needs⦁ Implemented network configurations, network architecture (including hardware)⦁ Adapted and modified existing Configurations to meet specific needs.⦁ Worked with other engineers, systems analysts and managers in the testing and evaluation of systems.⦁ Set up user accounts, regulated and monitored file access to ensure confidentiality and proper use.⦁ Monitored system performance and provided security measures, troubleshooting and maintenance as needed.⦁ Trained users in use of equipment and monitoring tools.⦁ Responsible for maintaining clients current networks to assure that they are reliable and safe. Show less

⦁ Design, order and maintain circuits for over 60 Clients.⦁ Install routers, modems, DSU’s.⦁ Wire and option equipment.⦁ Familiar with Telco Channel Banks and the ANRS (Ameritech Network Reconfiguration Service). Instrumental in the setup and operation of Hot Site for Disaster Recovery.⦁ Knowledge of the AT&T Business Direct Site for Internet reporting of circuit problems.Network Administrator:⦁ Purchase hardware/software for internal network, track, audit and… Show more ⦁ Design, order and maintain circuits for over 60 Clients.⦁ Install routers, modems, DSU’s.⦁ Wire and option equipment.⦁ Familiar with Telco Channel Banks and the ANRS (Ameritech Network Reconfiguration Service). Instrumental in the setup and operation of Hot Site for Disaster Recovery.⦁ Knowledge of the AT&T Business Direct Site for Internet reporting of circuit problems.Network Administrator:⦁ Purchase hardware/software for internal network, track, audit and monitor software for compliance.⦁ Maintain software/equipment inventory.⦁ Install and maintain hardware and software for 100 desktops.⦁ Customize IP addresses in software for Client GatewaysOnline/Customer Support⦁ Monitor daily operation and performance of Online System area.⦁ Resolve often complex problems with technical support from Vendors, common carriers and other in-house support personnel.Mainframe Operator⦁ Operate for IBM 9121 Mainframe with peripherals Show less