Michele S. work email
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I’m passionate about providing customer service to internal and external customers. I specialize in the analysis of IT infrastructure, services and business processes in order to document requirements, model dependencies and design monitoring, Event, Incident and Problem management processes. I have more than ten years of hands-on design, continuous improvement and documentation of application and user workflow. I find it especially rewarding when I’ve successfully influenced application developers, process owners, end users, and executives to adopt best practices; achieving improvement in efficiency, business service availability, application performance and the end user’s experience.• Successfully lead the stand-up of two new enterprise operations teams: the Global Network Operations Center (GNOC) Major Incident Management team of 13 Major Incident Managers and the GNOC Enterprise Monitoring team of 13 Monitoring Analysts.• Successful mentorship of team leads; helping them to craft more effective email messages, maintain and improve professional relationships with internal and external partners and develop management skills for positive management of diverse teams.• Leveraged ITIL best practices to develop and improve streamlined process and workflow, achieving increased efficiency in service delivery.• Accelerated consolidation of IT infrastructure and operations support by promoting the advantages of centralized monitoring and support service provisioning to executive level management.• Cultivated relationships between the Defense Health Agency (DHA) and Veterans Affairs (VA) enhancing support of health information data sharing across organizations.• Spearheaded implementation of standard DHA enterprise network device naming convention which improved effectiveness of infrastructure monitoring and reduced incident time to resolution.• Received Core Value Award for contributions to business growth on the DHA Global Network Operations Center (GNOC) contract.Core Competencies: Communication Skills, Leadership, Technical integration, Process, Team Building, Customer Relationships, Documentation, IT Infrastructure and Business Process Analysis, Requirements Analysis, Scrum Product Owner, Service Modeling, Executive Level Communication, Service Design, ITIL v4 Certified, Network infrastructure, distributed application processing, server and workstation management, Splunk IT Service Intelligence (ITSI), Micro Focus Operations Bridge and Network Node Manager i (NNMi)
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Service Management ArchitectPeraton May 2021 - PresentReston, Virginia, UsDevelop and maintain good relationships with customer and external stakeholders. Event Management process owner working with the Performance Planning Management (PPM) team and service owners to integrate external monitoring applications and tools with Splunk IT Service Intelligence (ITSI). Developing automated and manual Event Management processes in partnership with system and service owners. Member of the Interagency Operations Working Group (IOWG) representing GNOC for joint agency (DHA, Veteran’s Affairs, DISA, DMDC, Coast Guard, etc.) Major Incident Management. -
Service Management ArchitectPerspecta Jun 2020 - May 2021Chantilly, Virginia, UsDevelop and maintain good relationships with customer and external stakeholders. Event Management process owner working with the Performance Planning Management (PPM) team and service owners to integrate external monitoring applications and tools with Splunk IT Service Intelligence (ITSI). Developing automated and manual Event Management processes in partnership with system and service owners. Member of the Interagency Operations Working Group (IOWG) representing GNOC for joint agency (DHA, Veteran’s Affairs, DISA, DMDC, Coast Guard, etc.) Major Incident Management. -
Major Incident ManagerPerspecta Feb 2019 - Jun 2020Chantilly, Virginia, UsDeveloped and maintained good relationships with customer and external stakeholders. Provided guidance and expertise on the establishment of Problem, Major Incident and Event Management capabilities within the Defense Health Agency (DHA) Global Network Operations Center (GNOC) to ensure the effective linking of these capabilities to Global Service Center (GSC) services and support. Acted as interface between GNOC and GSC resources, aligning processes to support key service partners. Promoted and educated GNOC leadership and support teams about the Major Incident Management process and tool steps related to outage reporting, outage records, etc. Began implementation of Event Monitoring and Management utilizing ITIL best practices.Responsible for creating and managing delivery against a Continual Service Improvement plan for the Major Incident Management process. Responsible for working with GNOC leadership to facilitate tracking and assignment of major incidents to the appropriate service owners to ensure end to end ownership and accountability throughout. Facilitated the communications process for major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, and as necessary engaging GNOC major incident management resources to establish rapid resolution bridges to accelerate the mean time to resolution of reported outages. Ensured close links were maintained with Problem Management as chronic degradation of service issues are raised to the GSC or GNOC.Successfully expanded the Major Incident Management team, growing the number of Major Incident Managers (MIMs) from three to eleven. Built the GNOC Enterprise Monitoring team from scratch. Most of the employees on both teams were hired, trained and continue to work remotely due to government instituted COVID-19 precautions.
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Event Monitoring Administrator, Dha Global Service CenterLeidos Aug 2016 - Dec 2018Reston, Virginia, Us• ITIL Event Management process owner.• Facilitated release and improvement of multiple applications performing the roles of Scrum Product Owner and Application Administrator.• Leveraged ITIL best practices to develop and improve streamlined process and workflow, achieving increased efficiency in service delivery.• Accelerated consolidation of IT infrastructure and operations support by promoting the advantages of centralized service provision to executive level management.• Performed requirements gathering and business service analysis activities working with application, network and system owners to determine appropriate, standardized and sustainable Event Monitoring and Management processes.• Ensured accurate monitoring and appropriate exception response with configuration of monitoring applications (templates, actions, custom polling, dampening, notifications, etc.) in Micro Focus Network Node Manager (NNMi), Operations Bridge Manager (OBM), Business Process Monitor (BPM) and Splunk IT Service Intelligence (ITSI).• Configured OBM and ITSI user interfaces to support efficient event monitoring and management.• Participated in Service Design activities as below.• Spearheaded project to develop a standard network node naming convention for enterprise wide implementation. -
Infrastructure Monitoring SupervisorLeidos Sep 2014 - Aug 2016Reston, Virginia, Us• Event Management and Major Incident Management ITIL process owner.• Cultivated relationships between Defense Health Affairs (DHA) and Veterans Affairs (VA) enhancing support of health information data sharing across organizations.• Developed gateway circuit monitoring and event management workflow between DHA Global Service Center (GSC) and VA Network Security Operations Center (NSOC).• Spearheaded direct monitoring of circuits on the internal VA network from the DHA network.• Prompted implementation of DHA enterprise network device naming convention which improved effectiveness of infrastructure monitoring and reduced incident time to resolution.• Recognized as Subject Matter Expert (SME) for the implementation of and Quality Assurance (QA) for Major Incident Management processes including EXSUM document preparation and telephone or in-person notification to Military Health System (MHS) executive management during and after major incidents.• Worked with application, network and system owners to determine appropriate and sustainable Event Management processes.• Participated in DHA GSC Continuity Of Operations Plan (COOP) planning and testing.• Participated in Remedy ITSM Categorization planning.• Participated in Service Design activities to include business and system analysis, requirements gathering, process workflow design, customer communication plan, etcetera.• Participated in monitoring tool rationalization project workgroups as infrastructure and application monitoring Subject Matter Expert (SME).• Supervised 15 Infrastructure Monitoring Analysts working three shifts 24/7/365.• Developed training material and supervised on the job training for Monitoring Analysts.• Organized and directed quarterly all hands team meetings.• Primary on call to assist analysts in decision making as needed.
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Network EngineerLeidos Sep 2012 - Sep 2014Reston, Virginia, Us• Provided Tier 2 network support services.• Managed the investigation of network and application availability and performance incidents and problems through to resolution.• Used network and application monitoring / reporting tools and reviewed network device metrics, error logs and configuration to troubleshoot issues.• Directly interfaced with remote site POCs and managers; circuit and hardware vendors; software and application developers; system and application Tier 3 support; Air Force, Army, Navy, SPAWAR, NSOC and DISA network and boundary security engineers.• Provided technical expertise and managed troubleshooting conference calls reducing time to resolution.• Developed and presented training for DHA GSC new hire and employee development training programs in areas of expertise.
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Monitoring Team LeadLeidos Aug 2009 - Sep 2012Reston, Virginia, Us• Responsible for developing and maintaining Standard Operating Procedure (SOP) and training documentation.• Performed Incident Management tasks and ensured accurate reporting of enterprise unscheduled downtime incidents.• Provided periodic analysis and review of event monitoring processes and procedures to discover opportunities for continuous improvement.• Led monitoring analysts training.• Conducted Quality Assurance (QA) reviews and provided corrective and constructive feedback and mentoring as needed.• Acted as SME for more complex event analysis and correlation.• Organized quarterly all hands team meetings.• Served as the MHS Network Operations (NetOps) SME for initial MHS Remedy planning and implementation activities.
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Monitoring AnalystLeidos Jul 2004 - Aug 2009Reston, Virginia, Us• Monitored availability and performance of LAN / WAN infrastructure and MHS applications worldwide.• Focused on event investigation, documentation and escalation.• Tracked and reported incidents or problems through to resolution.• Interacted with internal and external stakeholders to provide technical support.
Michele S. Skills
Michele S. Education Details
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Devry UniversityTechnology Management
Frequently Asked Questions about Michele S.
What company does Michele S. work for?
Michele S. works for Peraton
What is Michele S.'s role at the current company?
Michele S.'s current role is Service Management Architect at Peraton.
What is Michele S.'s email address?
Michele S.'s email address is mi****@****dos.com
What schools did Michele S. attend?
Michele S. attended Devry University.
What skills is Michele S. known for?
Michele S. has skills like Troubleshooting, Networking, Bmc Remedy, Technical Support, Security, Disaster Recovery, Active Directory, Network Engineering, System Administration, Itil, Process Improvement, Software Documentation.
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