Kyle Holbrook Email & Phone Number

Cleveland, Ga, Us

United States

Customer focused role responsible for Incident, Problem & Escalation management. Oversee the resolution & restoration of major incidents, completing root cause analysis, analyzing tends, and ensuring appropriate communication at both a technical and executive level.• Serves as the primary point of contact for global teams on complex or escalated incidents or problems.• Responds to a reported service incident, identifying the cause, and initiating the incident management process.• Prioritize incidents and problems according to their urgency and influence on the business or impact to the customer.• Updates the incident and Problem management process as required to ensure its effectiveness.• Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.• Facilitates the post-incident review meeting, ensuring that preliminary RCA delivery SLAs are met.• Runs the post incident Problem Management processes to identify underlying root cause and permanent fix. • Track and analyze trends of escalated issues highlighting and accounting for areas of risk.• Writes executive summary of the incidents for leadership reporting up to COO level.• Communicates with upper management if major issues are found within the customers environment.• Facilitate communication and escalation across departments and possibly the entire organization driving incidents to complete resolution.• Ensures appropriate leadership communication during critical issues.• Provides an overview as needed to customers as the incidents are on-going.

Alpharetta, Georgia, United States

Oversaw the Incident Management process control, development, and improvement for a globally integrated SAP solution that manages engagements from client contact to cash positions. Launched the Service Management team for the Mercury support organization. • Maintain, improve, and promote service management processes with a focus on Incident, Request, and SLA Management. • Served as the lead product manager for ServiceNow functionality for the Mercury support organization. • Facilitated and chaired post-incident review meetings to improve ticket handling and ticket quality. • Drove service review meetings to improve Level3 and Level4 team SLA metrics as well as weekly vendor meetings to discuss high-priority incidents with missed SLAs and ticket quality issues. • Achieve a 95% incident ticket resolution rate by leveraging service management processes to maintain and restore service availability in the operating environment and achieve KPI metrics, utilizing ServiceNow as the management platform. • Build key KPIs (SLAs/OLAs) to measure service performance which includes MTTR target metrics. Refine targets on Productivity, Quality & Compliance from time to time to ensure a continuous improvement cycle to enhance the business experience from technology.• Develop, implement, and manage an effective engagement model with business stakeholders to gather feedback and evolve as a trusted partner from a technology side.• Create, maintain, and modify Power BI dashboards for Change, Incident, Problem, KPI, and Request Management reporting.

Alpharetta, Georgia, United States

Owned the Global Problem and Incident Management process control, development, and improvement. Drove problem investigations to determine Root Cause and Fix remediation and eliminate service interruptions. • Served as the Lead Problem Manager for the Advisory, Assurance, and Global Markets portfolios, driving all problem investigations to determine the Root Cause or Known Error and implement the Permanent Fix.• Achieved a 40% reduction in reoccurrences of critical outages, a 15% reduction in failed investigations, and a 55% improvement in meeting SLAs for critical problems. • Facilitated weekly meetings to ensure progression for all Priority 1 & 2 problem investigations and guide other team members to ensure problem SLAs are met. Held monthly Production Review meetings with the leadership of aligned portfolios. • Developed written progress reports for the assigned problem investigation team and senior management for all assigned problem investigations. Finalized the summary and closure report for all assigned problem investigations. • Analyzed the teams’ performance against KPIs for Incident, Problem, and Change Management processes with proposed performance improvement recommendations.• Project-managed the ServiceNow functionality in support of the Problem Management process.

Marietta, Georgia, United States

Led IT Operations, Data Center Operations and Facilities, Co-Location, Data Center Environmental and Security Controls, the Enterprise Change Management Organization, and Vendor Relations. Maintained, met, and improved OLA’s and SLA’s, IT business management, and building relationships with our customer base and subsidiaries. • Implementation of ITIL-based processes and tools, designed new processes for Data Center Access Control, introduced new Data Center OLA’s and Service Offerings, and created a new cost structure for the Service Offerings.• Planned and executed data center consolidation programs to move the organization’s current infrastructure to a co-location facility.• Managed the Change Advisory Board, reviewing and approving potentially moderate and high-impact changes. Created and maintained all Change Management processes and procedures.• Transitioned the Incident and Problem Management Group responsibilities to the corporate Service Desk, driving tasks to restore service-impacting outages, daily incident review meetings, and long-term strategies to limit reoccurring outages.• Formed a daily operational meeting to review and discuss the previous day's impacting events. • Designed an Operations Control Center and proposed to staff for Level 1 monitoring and support.• Assumed remote management for 52 Distribution Centers’ UPS systems, and served as the interim manager for the Network Support and Operations organization.

Atlanta, Georgia, United States

Spearheaded the new Infrastructure Operations Department and directed the tactical operations and support activities across all areas regarding the operation, restoration, and recovery of critical business systems and services. Coordinated team members in the monitoring of infrastructure and diagnosing and recovering system outages. Built relationships with the business to facilitate communication during issues and changes. • Directed 24x7 support services for UNIX and Windows Data Protection environments. • Introduced new processes and standards for after-hours support and tape operations.• Reduced the number of incident tickets from 2.5K to less than 100 within three months.• Produced and disseminated new change management protocols to keep operations personnel informed of ongoing and projected changes. Implemented new event monitoring, reporting policies, and validation standards.• Reorganized staff into a standard TER1 and TER2 organization and hired additional staff to support the environment.

Marietta, Georgia, United States

Director, Information Technology (2007-2009) Oversaw the Applications Support Division set up to process $200M+ in daily credit, debit, stored value card transactions, additionally delivering 2nd level support for online web based customer reporting system. Managed department budget, performed all functions and completed all projects at or below projected cost. Scheduled and supervised 8 direct reports, including 4 System Programmers and 4 Production Support Analysts. Performed code moves for both Stratus and UNIX systems while spearheading Macro and JCL modifications. Key Accomplishments: • Customized a Settlement Disaster Recovery Strategy for Wal-Mart, enabling the expeditious and seamless transition of 50M+ transactions to a backup server with minimal client impact. • Engineered the transfer of the Disaster Recovery Server from Wilmington, Delaware to Chandler, Arizona. • Reduced the number of funding impacts from 2 each month to only 1 in the past 12 months after originating new procedures for internal change and script management. • Slashed daily job failure rates from 10 to an average of 1 by creating a new Problem Management policy.• Cemented future profit growth through the 2009 installation and launched a new eCommerce platform slated to emerge as a top revenue producer in 2010. • Elevated job performance and optimized overall customer service by introducing a departmental employee recognition initiative. • Directed 24x7 support services of the Stratus Settlement and Online Platforms and UNIX reporting Platforms, anticipated and remedied problems achieving nearly 100% uptimes.

Marietta, Georgia, United States

Director, Operations and Technology Call Center (2004-2007) Directed and managed the Operations Control and Technical Call Center, staffed by 20 Computer Operators and Call Center Analysts meeting the daily demands of such high-volume clients as Wal-Mart, Sunoco, McDonalds, Shell, Valero, and SUPERVALU. Generated daily status reports for submission to senior corporate leaders. Formulated and administered the department budget and employee work schedules as the manager of 4 managers and supervisors. Maintained high-level data security and directed tape library functions. Key Accomplishments: • Ensured the seamless operation of 24x7 online and batch monitoring systems, processing and settling 19M+ daily transactions. • Restructured and merged the Computer Operations and Technology Call Center into a cohesive unit delivering 24x7 support coverage. • Improved customer service and cut operating overhead by 20 percent. Assigned supervisors to each shift to ensure management presence at all times. • Devised and implemented tighter security access standards for entry onto the Operations Command Center and Data Center floors.• Produced and disseminated new change management protocols to keep operations personnel informed of ongoing and projected changes. Additionally, implemented new event monitoring / reporting policies. • Orchestrated a major department move from Georgia to Colorado in conjunction with other key personnel. • Mentored and coached department staff to move into supervisory roles

Marietta, Georgia, United States

Manager, Operations Support (1999-2004) Spearheaded the Operations Support Department and pioneered several key functions including a Transmission Service system capable of producing and testing production rollout of scripts, as well as a Batch Scheduling functions. Supervised 7 direct reports and performed such administrative tasks as employee performance reviews, budget creation, schedule management, and project management. Delivered 2nd level support for data transmissions using DataExpress and Connect: Direct as well as batch scheduling using Computer Associates (CA) Unicenter Workload. Key Accomplishments:• Assumed leadership of Tape Management functions, fueling a transition from a stand alone facility to a Storage Tech facility. • Designed an Event Alerting and Monitoring process to generate new and converted current events to the CA Event Manager product. • Converted over 1000 proprietary Batch scripts to CA Workload manager.• Contributed to the Operations/Data Center move to a new, cutting-edge facility in Marietta, Georgia. • Converted over 500 Bisynchronous transmissions to FTP. Reducing system overhead and operating cost.• Directed Automated Clearing House (ACH) processing over $100M each day.

Marietta, Georgia, United States

• Designed, developed and tested new and existing programs in COBOL, TAL and SCOBOL. • Maintained databases for Automated Clearing House (ACH), Credit and Debit transaction logging. • Developed and tested conversion programs to move merchant processing and EOD settlement from 3rd party processor to another

• Utilized CONTROL to stage source and object code from development to certification.• Update batch run steams and pathway configurations.• Project coordination between development, certification and production.• Prepared report detailing status, location and disposition of code moves.• Enforced coding standards and naming conventions.

• 3 Direct reports. • Annual employee performance reviews.• Managed shift schedules.• Created daily status reports for upper management.• Online and Batch system monitoring.• Daily print output and tape library.

• Analyze and resolve Online production issues and Batch abends.• Installed production object code.• System disk space management.• Wrote batch run streams.• Monitored three mid-range systems which include end of day settlement, online processing and data transmission.• Daily print output.

Virginia, United States

• Operations Responsibility for the Multi-User Special Intelligence Communications System and Tactical Intelligence systems.• Responsible for the delivery of all message traffic to the Atlantic fleet.• Top Secret clearance.

Cobol Programming

Management Training • Cryptologic Technician School

General