Oversee and Manage all operational activity of the Network Operations Center Support Team. Responsible for leading the team in the completion and documentation of support cases including escalations, completions while maintaining corporate Key Performance Indicators, Established Service Level Agreements while maintaining and delivering corporate and industry standard best practices.• Primary responsible for leading the team in the completion and documentation of support cases while ensuring that all team members are following and implementing corporate best practices. • Responsible for leading the team members' daily duties, proper time allocations maintaining all Key Performance Indicators while implementing best practices, and interfacing with our clients at all levels. • Act as the liaison between corporate departments leads, client primary points of contact to guarantee that excellent customer service is being executed • Deliver weekly and monthly metrics and statistics to management and clients utilizing Bright Gauge Reporting Repository, Power BI Cloud Services. • Served as key member of the Managed Services Team to guarantee that we are meeting performance and quality assurance benchmarks.• Ensure the all programs and service initiatives are efficient, legally operated and adhere to compliance and governance standards such as Sarbanes Oxley, Criminal Justice Information Services Policy and Health Insurance Portability and Accountability Act as well as internally established process and procedures.

Perform administration and technical support duties for all distributed Energy Generation Management Systems within Texas-New Mexico Power production and QAS environments. Serve as a subject matter expert for Texas-New Mexico Power’s CIP environment and all inter-connected cyber assets.• Implementation and maintenance of NERC CIP compliance and security related controls for Windows Servers, VM Ware environment and Network devices and infrastructure systems. • Perform monthly testing, documentation and installation of all recommended vendor security patches within the SCADA network according to North American Energy Reliability Corporation (NERC) compliance standards. • Review and Analyze Homeland Security Cyber Emergency Response Team alerts and advisories and take appropriate actions to remediate vulnerabilities. • Monitor and maintain cyber system baselines to verify that no unplanned or unexpected changes are applied.

Managed 12 employees including interviewing, hiring, training, evaluating, setting goals, and deadlines. Resolved escalated problems, complaints, and issues from department managers and leads. Manage assign and coordinate workflow of operations center and service desk teams. • Maintained service level agreements within the enterprise by collaborating monthly with key business groups, ensuring delivery of agreed upon service level agreements.• Provide real-time dashboard feeds to management through extraction and integration with enterprise database and application data. • Analyzed day-to-day incidents and escalations within Network Operations Center and designed and recommended improvements in accordance with corporate initiatives.• Maintain staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.• Manage implementation of server hardware and software technologies according to corporate projects and initiatives. • Enhanced SWN IT systems support and monitoring by providing centralized real-time status of hardware, software, and applications. Incorporated alerting and escalation features of System Center Suite, alerting, managing, and monitoring all system alerts and outages. • Incorporated ITIL standards into Southwestern Energy environment by implementing change management and incident management processes and procedures. • Served as member of change management board to maintain corporate ITIL change management processes, ensuring compliance and sustainability. • Minimized downtime of tier 1 applications through efficient analytics and monitoring of critical systems, applications, and environments.• Maintained relationships with IT infrastructure core vendors, ensuring agreed upon services and products were utilized.

Support for Enterprise deployment of Cisco Contact Center Enterprise at United Airlines Flight Reservations. • Supported the enterprise Cisco Contact Center Enterprise Suite• First line support for local Cisco Call Manager troubleshooting• Voice mail integration with domestic and international reservations sites.• Gateway monitoring, Cisco Customer Voice Portal, Cisco Intelligent Contact Management and Cisco Web View reporting

· LAN IT Network Administrator for 4 branches · PC desktop support for all corporate users · Maintain security policy and test for vulnerabilities · Manage Cisco IP Telephony Network including Call Manager, Cisco Unity, Voice Gateways and SRST · Maintain corporate standards for network installation, maintenance and configurations · Backup administrator using Veritas Backup Exec · Support for VPN/mobile users including Blackberry, Windows Mobile devices and iPhone · Perform data mining for Executive staff using MCIF, SQL, Access and DB2 · Maintain Corporate disaster recovery plan and Cyrus One offsite ITOC · Analyze work flows, procedures, and IT operations · Research, purchase, and install all new IT related software and hardware · Train employees on hardware and software applications · Provide leadership skills and mentor fellow staff

· Manage NOC including mainframe and Windows systems · Manage LAN/WAN communications for 8 branches · Administer Cisco AVVID including Call Manger, IPCC and RightFax · Perform data mining for Executives staff using MCIF, SQL, Access and DB2 · Prepare yearly budget analysis and recommend hardware/software purchases · Maintain security policy and test system for vulnerabilities · Work with all core vendors to maintain SLA agreements · Maintain corporate IT policies, standards and procedures · Maintain Corporate disaster recovery plan · Purchase, configure and deploy PC's, Servers, and Printers