Joseph Maloney Email & Phone Number

Marlborough Ma

Network Operations Center (NOC) and Production Control - Tier 1 technical support on and offshore. Wintel, Unix, Exchange, Network, Database, Middleware, Batch, Incident Management, Global Monitoring, backups and more. 24x7x365 “follow the sun” infrastructure and application support. Increased ownership, metrics, trending and root cause analysis, decreased team attrition. Developed “change agents” versus “order takers”. Decreased tickets 50%, major outages 30%, risk and remediation time.Reduced spend. Budget responsibility included Wintel, UNIX, Storage, Network, Infrastructure Support, Operations Batch, Disaster Recovery, ServiceNow, Monitoring and Backups. Team replaced log monitoring with an open architecture Dev\Ops solution. Lowering cost and tech debt. Enhanced self-service solution via scripting, automation and orchestration. Led RFP reviews, partnered with procurement on contract negotiations and vendor management. Recent contract reduced by $200K while increasing service level. Multiple leadership committees: Major Incident Management , Production Stability Board, Change Activity Board, CMDB Infrastructure, ServiceNow Priorities, Infrastructure Change Activity Board, IT Planning Board. Repeatable best practice processes.Transitioned ServiceNow SaaS to a managed service with cost reduction and increased service. Modules include Human Resources, Amazon Web Services Incident, Problem, Change, Release, Orchestration, Asset and Project Management. Migrated Sumo Logic log monitoring and xMatters messaging to a SaaS model. Team designed and implemented a working Configuration Management Database (CMDB) to provide enriched asset analysis, capacity and migration planning, Information Security vulnerability tracking and more. Improved initial Disaster Recovery by adding kpi's, automation and leadership during the event coupled with staff empowerment that resulted in lower overall recovery times.

Baltimore, Maryland

Reduced spend on support contracts including Microsoft, Sun, Unix, IBM AIX, Sybase, Oracle, IBM TSM, Checkpoint, HP, RIM Blackberry, Dell, Network Appliance, Cisco, Riverbed, Citrix (including NetScaler).Managed Production Control 24x7x365 support, Technology Support Center, Desktop, Wintel, Unix, Database, Storage, Network Operations Center, Platform Monitoring and Disaster Recovery. Disaster Recovery external audit results were the highest ratings of any previous test. Team provided infrastructure designs and production implementations for the following core systems : NT Active Directory 2003, DNS, DHCP, Citrix, Exchange, Email archiving, Mail Sweepers, Proxy servers, Enterprise faxing, NAS solution, performance monitoring, branch and application servers builds, multi-layered centralized anti-virus design, KVM solution, market data load balanced solutions and backups.Reduced costs and improved functionality by moving vendor email compliance solution to a new vendor. Leveraged compression and de-duplication and generated a 3 year $1.2 M savings. Partnered with Legal to create the detailed contract including SLA and penalties. Teams played a significant role migrating 3000 global Citigroup Asset Management employees and applications into the Legg Mason technology architecture. Also segregated 3000 Legg Mason Brokerage employees and Capital Market subsidiaries to Citigroup, Smith Barney and Stifel. Implemented critical system metric reports. Incidents were reduced by 60%. Moved all support teams to a proactive framework based on ITIL, Lean, Six Sigma (5-whys). Reduced Incident abandonment rate at Technology Support Center (Help Desk) to <5% 24x7x365 and improved up time of production systems to 99.99% consistently. Call volume was 2.5k/month. Production Control staff were empowered to take ownership of all alerts and increase their technical competency. Reduced nightly batch cycle failures and max run alarms by 60%.