As Lead Systems Engineer I am the Global Network Operations subject matter expert in continuous improvement. I approach this as a holistic and comprehensive operations long-view within the ITIL framework employed at Visa. It involves process/system/design alignment and enhancement, as well as leading network development projects to ensure supportable and scalable solutions which meet operations stakeholder requirements.My first task was to assess the operations stake within Design-Build-Run of the ITIL framework. Findings resulted in: -- stronger partnerships with Architecture/Engineering efforts to simplify the network design -- a more robust definition and alignment of systems/tools/processes to operations requirements, targets and key performance indicators -- a greater focus on scalability -- a drive to manage total cost of ownershipBuilding on this work, I developed and released the initial version of Network Operations stakeholder requirements, used for network development projects to ensure operations needs are met with the release of the solution. Related to this work was the release and implementation of the exit review, resulting in the correction of 5 significant deployment errors prior to bringing the solution into production.To deepen partnerships with Architecture/Engineering and enhance solution information for all teams, I created templates for both High-/Low-Level Design document standards.Currently, I am working to streamline the Build-Run hand-off by developing a full suite of network infrastructure commissioning and deployment flows and processes. Resulting efficiencies are expected to save up to 10 man-hours of work per activity.Early system/tools work involves the Solarwinds roll-out schema to drive maximum function and scalability. We are also working to transition to a new ticketing platform and capitalize on the opportunity for process enhancement and alignment.

As Senior IP Operations Engineer I led the IP Operations Engineering team which supported multiple operations teams (e.g. transport, voice, IP services, managed services, dedicated services) to resolve complex OSI network-stack issues. We also trained these teams as to how IP services transit and utilize their service-infrastructure.The primary team responsibility was supporting the IP Technical Service Center. We drove resolution of service issues, escalating to Engineering and vendors as required. The team also proactively maintained visibility on the technical floor answering timely questions to avoid potential escalations and training gaps.I was responsible to seek out and develop operations improvement projects in addition to the Engineering work. A critical improvement was developing the integrated ticketing wizard, which simplified and standardized ticket-open details and other actions during ticket life.Training development and delivery was important. This included developing and managing a Technical Resource Library which I created and maintained independently over a period of years.To complement training I created a mentoring pyramid. It was universal and self-reinforcing, fostering independence, team-work and confidence-building for all team members.I was principal operations interface to Engineering teams. We partnered to complete network improvement and network-product development projects. Development projects I led included: Ethernet Private Line, Switched Metro-Ethernet Core and Access, Ethernet Exchange and VPN/Internet access.Improvement and simplification work included the evolution of home-grown service/network tools and systems, such as near-live network/service views, service records views, simplified and automated configuration create/deploy/maintain with rules, guard-rails and reconciliation.I was also the operations technical contact for integration items relating to company acquisitions.

As a Senior Test and Activation Technician I was a working leader, supervising an elite team of technicians provisioning and activating network services. My team was also responsible for resolving escalated and problematic issues arising during activation, as well as developing and documenting solutions for non-standard and special network configurations as required by the customer using the product.I was responsible keeping the team on track to maintain our daily on-time performance and keep work within standard intervals for the center. During my tenure in this position the team maintained 100% on-time order readiness.While in this position, I developed and updated configuration templates for the standard Internet and MPLS/VPLS VPN services. These templates were used across the entire Customer Test and Activation center.I was also responsible for my share of day-to-day provisioning and activation work, as well as being a management and technical escalation for all transport- and IP-based issues.My tenure at the Customer Test and Activation center finished with the acquisition of Broadwing Communications by Level 3 Communications. At that time, I transitioned into my next position with Level 3 Communications.