Manage the global NOC/Service Desk team for Apptio providing 24x5 end user support to internal employees as well as providing front line support for our production and dev server environments.

⦁ Oversee support for the higher education (College/University) online platform and applications including 3rd party apps that are accessible from within the Connect platforms.⦁ On call 24X7 for all P1/Major Incident’s (MI’s)⦁ Work with SRE (Site Reliability Engineers) on ongoing problems that were found from alert analysis to ensure that the underlying problem(s) are tracked and addressed.⦁ Manage weekly CAB (Change Advisory Board) to track all changes that are scheduled to be implemented into all production and non-production environments and ensured that there were no conflicts with other changes that were to be implemented during same time frame.⦁ Responsible for managing MI’s that occur in production environments that had a direct impact to external customers. Engaged necessary teams and resources that are needed to resolve the underlying issue.⦁ Manage communications for MI’s to upper management and key business stakeholders on progress that is being made to resolve the issue through till resolution.⦁ Managed the Problem Management/RCA process for any P1 issue that occurred and tracked all action items and worked with the appropriate SRE team(s) to fix all outstanding issues.⦁ Conducted weekly meetings with primary Vendor who provides1st line of support for all production alert monitoring systems to discuss gaps in the support that is being provided as well as any decrease in the monthly KPI metrics.⦁ Spearheaded a cost reduction initiative to reduce spending in the company’s AWS environments. Analyzed underutilized AWS instances (EC2, RDS, ELB etc) and worked closely with the SRE teams and key business stakeholders to determine if the instances could be terminated. Saved the company over $300k annually within the first 3 months of the starting the cost savings initiative.

• Improved the customer experience through rigorous implementation of monitoring and alerting to drive down key metrics. Reduced MTTD, MTTR and STR collectively by 10% to consistently meet the critical target of 95%• Worked closely with key business stakeholders to determine areas of opportunity improvement to enhance the customer’s experience• Responsible for negotiating all SLA and OLA agreements between key business stakeholders, 3rd party teams that my team had a dependency on and the service operations support teams• Partnered with development teams to assist in prioritizing known bugs and feature enhancement requests submitted by business stakeholders and end users• Managed the day-to-day operations of end user support teams for both Product Key Services and Product Data Master Management teams• Drove closer relationships with business and product groups to ensure greater understanding of value team was bringing as well as to ensure the team was entrenched in planning• Managed strategic communications and Rhythm of the Business monthly reporting to business stakeholders and upper management within the organization

• Drove improvement of client/partner satisfaction through effective queue management practices, conduction quality dissatisfaction audits, and taking action on customer feedback• Managed application and infrastructure incident and service request escalations for cross-functional teams ensuring quality communications to stakeholders, minimal system down time, and reduced customer impact• Managed and oversaw resolution of application outages that were declared as an “Major Incident” that had significant adverse impact to our customers and the company• Defined roadmaps to improve queue health, by working with the support and dev teams to create “self service” KB articles that ultimately reduced customer support escalations by over 30%, which significantly reduced annual support costs• Implemented strategies and conducted weekly post major incident reviews providing root cause details used to prevent outages, reduce incident occurrences, and increase system availability

• Managed day-to-day operations of over 120+ support analysts that provided L1 and L2 365x24x7 support for the CSS, Sales, Partner and Marketing organizations within Microsoft.• Personally managed and handled all support escalations that were either escalated by the Operations Service owner or directly from end users• Conducted weekly deep dive analysis with vendor management teams to discuss areas of support that required improvement and worked to implement SIPs (Service Improvement Plans) as needed• Worked closely with dev teams to provide input on most common problems that end users experienced and partnered with business stakeholders to ensure that they were prioritized correctly in the dev team backlog• Conducted monthly business reviews of teams performance and provided updates on key initiatives to improve quality of support and lower support costs by fixing systemic problems with applications that my team supported• Analyzed service trends identifying opportunities to eliminate ticket volumes via engineering fixes & improve processes to ensure the delivery of quality service• Drove monthly operations reviews focusing on cost reductions via ticket elimination, self-service, automation, and enhancing L1 and L2 technical knowledge to resolve more complex issues

• Lead support analyst for the BI Reporting Warehouse Team that oversaw L1 and L2 support teams• Worked closely with the warehouse dev team when issues arose with processing and data integrity issues• Coordinated UAT testing for all new datasets that were on-boarded onto the data warehouse• Managed all support escalations from business stakeholders• Gather user requirements for new datasets • Work with L3 support team to resolve large scale data issues due to problems with nightly processing or with issues with importing data from upstream data sources• Raided bugs with the dev team on issues with data integrity issues where data was merged with numerous separate sources incorrectly• Responsible for on-boarding new data sources for importing into the data warehouse• Providing end user support training for new users who require access to the frontend reporting tools as well as direct backend access to the reporting database

• Responsible for supporting and resolving end customer issues on a variety of applications used by our internal teams• Providing customer support, support queue management, and application administration• Process improvement around team support policies• Troubleshooting and resolving complex applications issues for the customer• Assisting offshore counterparts as SME on new support issues.• Work closely with L3 support to triage and work immediate/critical production support issues

Responsible for running warrants, background checks and inputting police reports into the SPD central computer system.

Vessel Traffic Control - Responsible for monitoring movement of all shipping vessels operating in the Houston Ship Channel and Puget Sound. Primary responsibilities were to ensure that all vessels operating in the area were aware of each other and what their final destination is to mitigate the possibility of a collision.SAR(Search and Rescue) Cooridinator In charge of managing SAR assets in the event people on the high seas were in distress and required Coast Guard assistance.Air Directional Controller -When underway on patrol, I was the primary air controller for the onboard rescue helicopter and in either a law enforcement or rescue situation, would provide guidance and direction to the helicopter pilot to get them to the destination point.