John Walls Email & Phone Number

Scottsdale, Az

 Conducted day-to-day infrastructure and management support for a multinational client with over $10 million in annual revenues with environments in on-prem, co-lo, and cloud. Supported workloads of 3,000 tickets per month – orchestrating multi-discipline operational teams. Provided critical guidance for the internal teams and client oversight to help cultivate the assigned account to $10 million in reoccurring revenue. Worked closely with Linux / Windows / Cloud systems and related infrastructure teams on optimizing customer operations ensuring minimal downtime for the client. Coordinated in lockstep with the Service Delivery Executive (SDE) to provide coverage, support, and growth in all tactical and strategic initiatives across numerous lines of business for the customer. Point of escalation for all client needs as well as the internal teams. Orchestrated full oversight of change and incident management. Reviewed and approved changes and hosted change governance meetings for internal teams and the client application teams. Developed in-depth root-cause analysis documents as requested by the client and internal management. Performed monthly and quarterly ticket analysis, to minimize repeat outages. Managed P1 priority bridge/WebEx calls and served on the on-call rotation. Worked closely with the client CIO on the high-priority incidents and critical infrastructure deployments. Facilitated multiple infrastructure migrations from on-prem to Azure both in the US and UK. Guided the client in overcoming a ransomware attack ensuring total business recovery. Key contributor in growing customer satisfaction and revenues 4x to ~ $12 Million YRR. Collaborated with Service Desk Leadership on process improvements to ensure internal team SLAcompliance was achieved throughout all our managed services disciplines while maintaining complete adherence to our Change Management processes. Addressed all detractor customer issues on the NPS surveys.

Hewlett Packard

Provide critical incident resolution support for widespread environment stability and availability, processing ~$30 Billion in annual revenues across ~3,000 Red Hat Linux VM’s attached to NetApp Filers Run outage bridge calls and engage-coordinate with multi-capability support teams to effect quick and efficient resolution to issues Interface with client executive and technical staff for issue resolution management, capacity management and business organization support Conduct Root Cause Analysis (RCA) for all hardware/software/network related outages Ensure support and change processes are adhered to and SLA requirements are consistently achieved

Hewlett Packard

Technical Systems Implementation Group Manager – Contact Call Center / VOIP Programming Staff Managed and provided people care for a staff of 30 employees across the U.S. Also coordinated 70 leveraged resources across Costa Rica, India and Spain – Avaya, Cisco, Nortel and PBX supported Ensured new business opportunities were explored and coordinated with client governance members for new service offerings and revenue streams. Instrumental in numerous revenue generating service additions being implemented on the account while providing business direction across all of production delivery  Oversight of all complex call center MAC (Move, Add, Change) tickets submitted by client business were completed in a timely, efficient and effective manner. Managed personnel and MSV (Managed Service Vendors) to complete work exceeding contractual SLA (Service Level Agreement) time frames  Architected and won additional business revenue deal with client worth over $250K even though account was in run off during last few months of service delivery

Hewlett Packard

Systems Administrator for UNIX, Network LAN/WAN, Servers and Oracle databases Managed HP, government contractor and vendor service delivery for entire Marine Corps Air Station in Yuma, AZ. Ensured their processes and final deliverables met requirements across all contractual aspects of base implementations, migrations and upgrades Manager and Chief Architect over systems and application enhancement development Implemented dozens of specialized functionality modules - - saved customer hundreds of thousands of dollars while increasing revenues by 20%Dial Corporation Webserver Administrator and Content Manager Successfully led migration project to new hardware/software in another location for all Dial brand products and associated business unitsFirst level application/technical support for FAB Operations, Management, and Users Continually sought after by peers, supervisors and executive staff for expert resolution to complex technical issuesIT Liaison between HP engineers and customer business units Acknowledged for exceptional client relation skills dealing with line level users to executive management

Critical UNIX systems consultant to Continental airlines Identified cause of UNIX and Oracle systems failures during volume testing for reservation systems implementation project - - resolved multi-million dollar work stoppage in record time that others had not resolved in previous 5 weeksImplementation Leader for IT infrastructure installations Nationwide TDY across 12 states consulting 15 installation team personnel - - vital in delivery of successful $10 million dollar IT resources deploymentKey UNIX systems consultant to major industry luxury Cruise Company East Coast TDY for cruise line reservation system implementation with ticket prices of $5,000 to $25,000 - - critical support ensured on-time deploymentComplete IT systems and network Infrastructure installations and configurations Architected the design and build-out of new 120-seat SE Center

System Administrator for Howard Johnson Hotel National Reservation System  Technical Architect for Howard Johnson Systems relocation across Phoenix, AZ - - commended by HP and customer management for perfect execution and completion ahead of schedule IT systems/network installations and integrations for International customers International TDY to England and Germany - - new multi-million dollar reservation systems coupled before/after normal business hours for maximum customer uptime – client extremely satisfiedSole ground-up installation of multi-brand reservation center in Winner, SD Designed and installed all data network cabling/systems in two weeks while coordinating with electrical and phone system contractors - - huge grand opening success of 120-seat reservation center deployed ahead of scheduleTechnical on-call support for overseas satellite reservation call centers Praised by customer for effective management of international time, language and cultural differences resulting in customer revenues of over $3 Million yearlyWide Area Network (WAN) and Local Area Network (LAN) and UNIX System Administrator Provided support for multi-national/international campuses exceeded dynamic business growth requirements ensuring enterprise-wide connectivity capacity with backup Disaster Recovery Planning

Information Technology

Education record

 UNIX System Administration  Stratus System Administration  Introduction to Microsoft Visual Basic 6  A+ Certification Course  CISCO.