David Zevac Email & Phone Number

Columbus, Georgia Area

Responsible for management and oversight of the 24/7 IT Operational Help Desk and to support the Organization in the following areas:• Operational monitoring of all sites, services and internal processes• Implementation of appropriate monitoring procedures for application exceptions and/or failures• Monitoring all production jobs/notifications for failures and taking the steps necessary to correct• Providing front-line of after-hours support for Processors, Vendors and Clients• Ensuring proper escalation of issues to the according to established procedures• Providing technical leadership in a communicative and collaborative environment• Establish and maintain IT Operations performance metrics for Executive Management• Ensures effective integration of Development and Operational activities• Research and promptly respond to ad-hoc requests• Provide phone support to internal and external customers according to established procedures• Utilize internal bug tracking tools (FogBugz & Microsoft TFS) for reporting and documenting issues• Perform Windows Patch Management for servers across all environments• Escalating issues as appropriate to the Development Team• Assist in annual PCI DSS Auditing preparation and meetings• Oversee deployment of code to all environments (DEMO, QA, Staging, DR and Production)• Add/Implement new Operational Monitoring procedures as necessary• Maintain Standard Operating Procedures for IT Operations team

Columbus, Georgia Area

• Management responsibility over multiple team members supporting an internet application to ensure quality support.• Serve as escalation point for internal and external contacts.• Understand the impact of Production changes in order to provide official business approval.• Ensure proper notification is issued to clients regarding system changes and outages.• Understand Service Level Agreements (Availability, Response Time, Accuracy, and Change/outage notification) for all clients.• Ensure proper prioritization of issues according to Service Level Agreements established by client contracts.• Provide timely communication to clients on the progress of issues and projects.• Understand and consult on system design, utilization and availability of value added products. • Develop processes and tools to capture module knowledge, client data, and application architecture.• Attend Executive-level Business Reviews to participate in product performance discussions.• Remain current on system and module enhancements, expand technical expertise, and serve as the authority on all product or client-related issues.• Facilitate or participate in strategic initiatives, assisting in research, fact finding and in preparing proper documentation.• Perform detailed analysis, issue resolution, developmental requests, and change controls to select system components, while maintaining a high level of system data integrity, focusing to ensure overall success.• Act as first line of client contact and maintain a positive rapport with the Client(s) to develop and maintain long term relationships to understand business and strategic needs, objectives and expectations.• Ensure appropriate billing to client for technical and testing hours for client-caused issues requiring clean-ups.• Responsible for creating and establishing actions plans relative to team member and client surveys.• Available 24 hours a day, 7 days a week.