Milton Brown Email & Phone Number

Frisco, Tx, Us

New York, Ny, Us

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Charlotte, Nc, Us

• Managed 23 application support analyst (9 onshore and 14 offshore including two leads) 24/hr support model.• Provided horizontal L2/L3 production support for different lines of business/teams.• Managed Infrastructure support oversite for 6500+ Unix/Windows servers across multiple data centers.• Supported P1, P2, and P3 Unix Java based client facing applications including Pega, BPM, and DevOps applications i.e., Jira, Jenkins, Artifactory, & Ansible Tower.• Liaised with cross-functional teams to ensure SLA and relational goals are met.• Addressed monitoring opportunities through Splunk, Introscope, Netcool, Dynatrace and AppDynamics.• Orchestrated weekly deployments schedules for application patching, Jira indexing, and bi-weekly system enhancements via repliweb, ansible deployments, Autosys, Blade logic, and/or DMA jobs.• Drive/ facilitated process improvement for incident management process to ensure RCA & lessons learned.• Vetted systematic issues and drive process automation improvements for BAU repeatable task. Managed onboarding of new applications.• Applied collective business knowledge and organization goals whilst seeing ahead to future possibilities. Translate information into effective solutions.

New York, Ny, Us

• Onboard & support new/existing applications act as SME while propagating best practices.• Quality UAT testing, weekly, monthly LOB application reporting.• Triage systematic issues, generate and manage system defects for remediation. • Identify, Track & follow trends, deploy work arounds, suggest intuitive application enhancements, and report lesson learned updates following Root Cause Analysis (RCAs) and Post Mortem Reviews (PMRs).• Work to reduce distribution of resources performing repetitive operations.• Enterprise Release roll out, Run weekly scripts for application wellness testing. • Develop Production Management engagement solutions that are business rule driven.• SharePoint 2013 design and content management. Evergreen Knowledge Objects.

New York, Ny, Us

• Command Center monitoring for IVR, Call routing, and high volume LOB applications. • Provide High Level Air Traffic Control for Incident Management P1/S1-P2 tickets.• Triage Alerts and a Business Process Management contact between different Production Centers.• Workload Coordination and Event Alert Management, Paging (Alarm Point) with strong bias for action.• SharePoint 2010 Content Manager/Training for new hires and Quality Control.

New York, Ny, Us

• Managed 90 tier-one/two analysts including seven team leads. Managed 40+ matrixed off-shore analyst total yearly budget of 1.5million.• Managed day-to-day production incidents to ensure SLA’s and escalations are met/resolved.• Stakeholder escalation mitigation for problematic systemic issues and audit/compliance concerns. • Monthly HPSM incident reporting review with stakeholder.

New York, Ny, Us

• Provided SME support for Treasury & Commercial Banking Implementations/On boarding apps.• Identified, track, and escalate on-boarding gaps. Create, track, & action ITSM change request.• Ran weekly production supports meetings for trending issues including P1-P2’s. Reconvene for impacting issues.• Facilitated Production and Technical Business Bridges Incident Management P1/P2 calls for application outages performed, Post Mortem Reviews (PMRs), defect remediation/reporting, and Root Cause Analysis (RCA) for all incidents. • Requirements gathering and elicitation for new feature initiatives.

New York, Ny, Us

• Monitored Production Mailbox for new incidents. Trend/issue analysis.• SAP User and Admin support. • Account Product Setup (APS) backend Admin support, New User access creation.• Ran scripts to process G.E Switch maintenance.