Mike Garner Email & Phone Number

Little Rock Metropolitan Area

Responsible for all aspects of server administration, enterprise directory services, secure file transfer, data center administration, network operations, production operations, and process support. These aspects include technology roadmaps, life cycle management, risk mitigation, innovation, and continual improvement all within the guidelines of ITIL and Scaled Agile Framework (SAFe)

Conway, Arkansas

Oversee a staff of 12 network and firewall engineers responsible for the engineering function within Network Services. Studied 2 years major incidents to discern core issues affecting uptime. Developed stability roadmap to improve network availability, which has improved by over 200% since inception. Effectively managed $2M capital budget to balance technical refresh and new business growth. Completed technical refresh program that retired over 350 routers, switches, firewalls, and load balancers reducing operational expense by over 50%. Developed workflow, metrics and dashboards for productivity and upper management visibility using Jira.

Conway, Arkansas

Business Improvement Manager/Release Manager, Product & Engineering-Release Readiness, AcxiomResponsibilities included but not limited to the following: Partners with executives and business groups to help provide strategic direction in identifying and prioritizing process improvement initiativesUtilizes industry standard process methodologies (like LEAN/Six Sigma) to increase client valueCoordinate and/or leads process improvement initiatives through the disciplined use of measurements, accountability and analysisOrganize, lead and facilitate cross-functional project teamsResults achieved but not limited to the following:Conducted unified collaboration evaluation for product engineering organization of 1000 usersWorked with corporate IT to conduct a video conferencing equipment evaluation for the enterpriseIdentified solution for data loss prevention of cloud based storage solutions outside the data centerDeveloped and delivered training for document collaboration domain Migrated users, content from pilot to production collaboration domain with no files lostDefined vision, scope for continuous delivery automation enterprise tools evaluationCoordinated RFI process with 10 separate vendors and internal evaluation teamEstablished, executed on plan to deliver interim open source solutions pending enterprise evaluationThe Release Readiness group is responsible for ensuring the appropriate tasks are completed of the stabilization and deployment phases of the Microsoft Solutions Framework. As a IT Process Engineer, I am responsible for continued process improvment, change management ticket escalation for the UAT and production environments, metrics related to release management, and updating documentation for the AIS/AISS applications.

Responsibilities included but not limited to the following:Create, coordinate, and manage projects to improve operational efficiency, standardizationAdministration of the change control process for the data network elementsResolution of chronic issues within specific data network elementsMeet with major customers to capture requirements, discuss outages, action plans as neededNetwork security for network elements themselves and DMZs not protected by Corporate ITDefinition of systems/IT requirements for projects to increase operational efficiencyManaging capital budget in support of above responsibilities each yearResults achieved but not limited to the following:Created, coordinated, and managed project plans for implementation of new core network, IP standardization, and many other projects to improve network stability, customer satisfactionInitiated development of method of procedure (MOP) templates for change controls to standardize design, review, implementation, and improve uptime of the networkInitiated IP configuration standardization, failover test projects to improve route propagation, network failover, and uptime Worked action plans in response to 3rd Party network, security auditsDefined business requirements for work flow improvements in the system used to manage change controls to ensure each change control moves promptly through the system towards implementationImproved the change control scheduling procedures allowing the overall interval to be reduced to average of 21 daysImplemented both hardware and software resolutions to one vendor's equipment that reduced outages from an average of 2 per month over the last 2 years to 0 is last 3 months (Outages affected ~25,000 customers)Implemented standard procedures for firewall administration, installation of attack objects on IDP platform, failover to backup TACACs server for network access, and on-call duties for analysts

Responsibilities included but not limited to the following:Manage the DSL TAC organization to stated service level objectivesCreate, manage project sub plans in support of merger and acquisition activityAuthor root cause analysis documents for major outages including after action plansAct as escalation point for customer service and field operations staffs into TAC organizationsContinuous process improvement to provide quicker, better service for the customersEstablish and manage a new department to handle MPLS based customers, and other complex data services, with end to end responsibility for the trouble until resolutionResults achieved but not limited to the following:Initiated standard operating procedures and functional divisions of work and work assignments for DSL TAC network analystsManaged tasks from project sub plan in support of Valor integration activitiesCreated work unit measurements to provide employees with performance objectives monthly, yearlyInitiated process to sample, measure quality of work performed by the network analysts in the DSL TACDevelop staffing models to justify additional staff members based on increases in demand work to help minimize workgroup overtime and improve employee moraleLaunched first-call TAC for dedicated data customers back in 9/2003 to consolidate support for 3 different products out of 3 other support centers on a 24x7x365 basis Worked with front line broadband customer care center to change trouble process flow for certain kinds of troubles to go directly to the field reducing overall trouble interval by 4 hours on ~20% of the ticketsEstablished service level objectives for the Dedicated Services TAC of 70% calls answered in less than 120 secondsEstablished service level objectives in DSL TAC for calls answered in less than 60 seconds 80% of the time, tickets worked in less than 4 hours on average, and new DSL orders provisioned at least 3 days out

Responsibilities included but not limited to the following:Manage the line assignment departments for the west region to stated service level objectivesAct as escalation point for assignment/outside plant record issues from field operationsEnsure that outside plant records system (MIROR) has best records integrity possibleManage the service activation department for the west region to stated service level objectivesAct as primary assignment manager for new products, systems for overall assignment organizationEstablish and manage LSPAC (Local Service Provider Access Center) to contractual obligations for service levelsManage CLEC assignment group for the west region including escalations to the incumbent LECsResults achieved but not limited to the following:Initiated monthly procedures to audit outside plant records, in conjunction with field operations, to improve record quality and reduce phone calls from installers onsite with the customerDeveloped measures for order assignments and met those objectives 98% of the timeDeveloped measures for ADSL order loop qualification and met them in under 4 hours 96% of the timeStarted up LSPAC department initially taking over 7000 faxed orders monthly for service from resellers documenting standard procedures for LSR handlingImplemented web front end to replace fax for reseller orders into the LSPAC that allowed for no additional headcount for 18 months despite over 40% more reseller orders during this time period Sponsored the automation of voice mail programming within the service activation group to reduce manual interventionImproved service order delivery timeframes to 2 days or less in AR, MS, and TX by working orders ahead and pulling in the work unit service order calendars

Responsibilities included but not limited to the following:Identify key business owners, stake holders for rollout of a new product, systemGain agreement from key stake holders for participation in regular status meetingsConduct requirements gathering sessions with key business owners, stake holders separatelyPrepare flow charts and make changes based on feedback from group of stake holdersDocument overall process documentation including roles of each work groupFacilitate in-person working sessions for requirements gathering based on project complexityConduct initial user training sessions on as needed basisSubmitted system enhancement requests to IT organization as requiredResults achieved but not limited to the following:Prepared business processes for initial deployment of ADSL in 1999Conducted initial user training for activation and customer service groups in support of ADSL deploymentPrepared business processes for use of Local Number Portability in ILEC wireline marketsCompleted, used yellow belt training course as part of the Six Sigma process improvement methodology to identify and correct various processes supporting ADSL productConducted initial user training for provisioning groups for to port numbers to other carriersFacilitated working sessions to capture requirements in support of CLEC expansion into ILEC marketsSubmitted system enhancement requests in support of ADSL, LNP, and CLEC competition projectsPrepared business justification for the initial LSR gateway in support of LSPAC groupDocumented required fields from LSOG forms required for internal operating systems

Responsible for special circuit assignment and traffic engineering for the states of Missouri and Oklahoma for the Southwest Region. Duties include monitoring line circuit and voice trunk capacity, forwarding information to central office engineering to get additional equipment ordered, building circuit/design layout records, interacting with central office technicians for installation and other staff as needed.