Kelly Johnston Email and Phone Number

Contracted to provide end-to-end operations support for the provisioning and billing of SIM Cards and the accrued usage on the network for AT&T’s large business customers. • Review project documentation to ensure all software and hardware enhancements are satisfactorily detailed. Coordinate the implementation of enhancements so there is minimal impact. Interface with support teams to confirm enhancements are communicated to the customers. • Responsible for Backup and Recovery Coordinator functions which include scheduling a yearly failover test for the system and documenting the failover process in the appropriate recovery and application databases.• Perform security reviews of the application OS layer. Certify that appropriate access restrictions and security measures are in place for all users as required by company security standards.• Investigate reports of issues within the applications and identify which are actual defects and which are learning opportunities. Schedule, deploy and validate fixes for all reported defects. • Subject matter expert on the flow of devices being provisioned on the AT&T network. Responsible for interfacing with downstream systems in order to troubleshoot and rectify any issues where devices are not being activated properly.

Provide the following second level support functions within the AT&T Customer Care Services Midrange and Mobility ITO organizations: • Coordinate and implement the monthly installation of code fixes and upgrades on all systems and quality checks on all code to ensure receipt of specialized modules and certify MR code ships. • Manage all application related projects from conception to implementation in conjunction with various organizations and clients both internal and external to AT&T. • Monitor the overall reliability of application software and batch jobs on a 24X7 basis, document and resolve any issues that arise.• Drive specific system recovery on technical bridge calls, follow documented procedures to restore service or resolve fault.• Develop and implement automated tools and process improvements for monitoring, data collection, recovery and installations

Technical Team Lead coordinated the monitoring the hardware and software systems for faults, planned the implementation of fixes and improvements and automated functionality to save cost and time. • Drive problems and trends to resolution and document permanent fixes from development. • Analyze and develop new alarms on system, application, middleware and database processes and failures to ensure system availability-implement globally wherever possible.• Monitor data integrity and out of synch conditions and address associated errors and drive development to deliver fixes to ensure integrity.• Support high availability architectures with automated 30 minute recovery, process flows/scheduling, automated vs. manual scripts, startup-backup-restore and installation capabilities, while not introducing jeopardies to Service Level Agreements. • Support client security compliance projects to correct and clear application vulnerabilities and to automate and enhance application security administration.o Coach and mentor 15 peers in the areas of problem resolution including identification, researching, troubleshooting and analysis. o Interview new employees and provided feedback on existing employees for development discussions.