Michael Pegram Email & Phone Number

Richmond, Va, Us

Richmond, Virginia Area

• Served as IT Incident Manager providing direction in analyzing, diagnosing and resolving IT enterprise wide network, data center, application and facilities disruptions in production, development, and test environments. • Established and orchestrated cross-functional technical bridge calls to mitigate all major high priority service disruptions by driving recovery to meet organizational SLAs. • Interacted closely with business partners, application teams, third party vendors, IT support teams and management to provide and receive incident outage information while serving as point of contact for escalation of outages within enterprise. • Identified single points of failure, provided detailed post incident observations, assigned problem records for root cause analysis and provided continuous improvements to reduce risk and mitigate future service interruptions.• Developed and documented IT Incident Management policies and processes, updated Knowledge Management Database and runbooks based on ITIL standard methodologies.• Created and distributed technical and business communications and communicated technical service IT policies for supported systems and processes. • Worked with problem management and change management concerning root cause. • Identified opportunities to improve procedures and runbooks in conjunction with identifying and creating ServiceNow ticketing tool enhancements.• Performed (EIM) event incident management of all infrastructure and application components providing 24x7 detailed proactive monitoring utilizing Splunk, Spectrum,Tivoli, Sitescope, HP BSM and Sitewatch tools.• Responsible for monitoring of network, databases, storage, backups, Java Virtual Machine (JVMs) Unix/Linux, Windows and MQ platforms.• Shift team lead over five junior associates serving as escalation point providing direction and mentoring on incident facilitation, RCA/problem management assignments, ITIL processes and procedures and Tableau reporting.

• Lead support and administrator in two multi-platform Verizon Premium Tier 4 2N+1 data centers serving as escalation point and performing all hardware/software upgrades, installations and configurations of internet devices and servers. • Responsible for cabling and patching of all network and server devices, performed all backup/restores, managed offsite storage process and maintained inventory database.• Interfaced and served as primary point of contact with all vendors and maintained database of all vendor service maintenance requests involving local equipment failures. • Created all IT standardized process documentation along with providing all project management and administrative functions including decommissioning of primary and secondary data centers.

• Responsible for configuration and installation of Cisco routers and switches and loaded new IOS’s and configurations on Cisco 3750, 3560 and 2800’s devices for sites throughout Virginia. • Performed firmware updates, loaded and edited configurations on Juniper SSG5 firewalls. • Established VPN tunnels, technical bridges and monitored site to site connections to validate and ensure transformations completed. • Performed in depth site evaluations involving large capacity deployments of end user network platforms and communicated transformation requirements to management and transformation team resulting in upgrades for 30 plus Virginia state locations.

Bachelor'S Degree, Information Technology Management, 3.5

Associate Of Science (A.S.), Telecommunications Technology/Technician, 3.4