• Monitor and perform recovery procedures on PACCAR computing systems, network, and applications to ensure adherence to Service Level Agreements.• Manage critical outages to include: escalation to support personnel, diagnostic troubleshooting and communication to management and customers.• Participate in the development and implementation of ECC processes and procedures with an emphasis on providing global support and increasing incident resolution rates.• Assist in the design and implementation of recovery procedures for the PACCAR IT Knowledge Base.• Ensure accurate and efficient execution of activities on the assigned shift.• Lead ongoing quality improvement of ECC processes and procedures.• Train and transfer technical knowledge, processes and procedures.• Interface with IT infrastructure and applications teams to optimize the ECC global support model and increase incident resolution rates.

Technical Lead, 2nd Shift Monitoring and recovery of PACCAR computing systems, network, and applications to ensure adherence to Service Level Agreements.Managing critical outages including: coordinating recovery efforts, executing notification and escalation procedures, and ensuring communication to management and customers.Leading and/or participating in the development and implementation of Command Center processes and procedures with an emphasis on providing global support and increasing incident resolution rates.Coordinating technical support services and coordinating vendor maintenance to maintain maximum operational performance and timely resolution of problems.Ensuring accurate and efficient execution of activities such as maintenance and recovery tasks.Interfacing with IT infrastructure and applications teams globally.Implementing the use of measures and leading ongoing quality improvement of Command Center operational processes and capabilities.

Oversee the day to day 2nd Shift operation of the Enterprise Command Center under the supervision of the 2nd Shift Supervisor. Ensuring the completion of all tasks assigned to 2nd shift, while providing training and guidance as appropriate to 2nd Shift Staff.

Providing network and systems monitoring on multiple platforms (IBM i5 Series System, WUG, Microsoft Operations Manager, CA7, Automation Point, Tivoli Workstation Scheduler, Xerox Production Manager, NetBackup Administration Console, Cimplicity Power Monitoring, and Vesda Fire Suppression); supporting server operations and managing system generated incidents; assisting application users with routine and complex issue resolution; managing response to incidents with a wide range impacts ranging from production interruption to remote connection assistance; responding to after hours Helpdesk calls from users in all divisions of PACCAR as well as Kenworth and Peterbilt dealers, assisting in resolution or escalating to Third Tier support as appropriate.

In addition to duties performed on 3rd shift, I assumed responsibility for ensuring Print Production was completed prior to the beginning of the next shift, as well as nightly Stand-Alone Server backup monitoring. I developed and implemented an innovative routine for checking the backups that reduced the time required from between 30-45 minutes to 15-25 minutes. Additionally, I was able to streamline the Payroll and A/P print processes to reduce over-all time required by nearly one third.

Effectively managed large volumes of work on multi-product portfolio of accounts; met and exceeded aggressive deadlines; requested security instruments on collateralized loans from main vault; performed and reconciled general ledger transactions; sorted and distributed confidential reports; ensured destruction of sensitive materials; when necessary acted as representative of bank in working with customers regarding repossessions; determined best course of action to minimize loss exposure to bank yet maintain goodwill of customer; Far Exceeded management expectations.