Nick Byrd Email & Phone Number

Cumming, GA, US

Atlanta, Georgia, United States

Peachtree Corners, Georgia

• Initiated a transformation of Engineering Services introducing the Scrum framework and driving a culture of accountability through consistent process documentation and continuous improvement.
• Drove the successful assessment and onboarding of largest new client leading weekly C-Level meeting, nationwide onsite resource coordination, infrastructure procurement and logistics.

Greater Atlanta Area

• Drove delivery of > $2M in infrastructure to support an application migration to Red Hat OpenShift “PaaS” platforms
• Secured funding and approval for >$6M multiyear project to enable transcoding of Mezzanine files and output to 4k format.
• Managed syndication relationship with vendor (Comcast) establishing SLA, providing executive readouts on VOD performance.
• Instituted formal lifecycle O/S patching process, leveraging automation tools such as Red Hat Satellite and Ansible to address reported vulnerabilities and update necessary system configurations.
• Completed a risk assessment and mitigation strategy to address aging software destined for extended life support licensing costs >850k, documented updated configuration which would limit potential impact to ~350k.
• Drove installation and adoption of New Relic monitoring solution to >1000 hosts while removing HP, ZenOss, and Solarwinds.

Greater Atlanta Area

• Directed the installation, maintenance and availability of >100 distinct enterprise applications (SOA Middleware, JBOSS EAP & AMQ / Webmethods) & customer facing web services supporting Residential and Commercial.
• Successfully led negotiations with Mobile VPN Provider for an enterprise support agreement reducing OPEX 135K over 3 years including 30K in onsite certification training over the same period.
• Drove a Change Management process for Release Requirements that led development to significantly improve installation guides and Project Management teams to produce quality methods and procedures documentation.
• Focused on employee development creating and implementing customized individual development plans and championing training opportunities annually with ongoing mentoring.

Greater Atlanta Area

• Increased platform reliability to consistently exceed 99.9%, decreasing “self- inflicted” platform outages by developing and enforcing standardized implementation and build testing procedures for DevOps staff.
• Managed CI/CD, driving the implementation of automated solutions that supported rapidly changing business needs. Through continuous process improvement in the lab environments and a focus on refining testing methods.
• Increased success on new product launches by creating a end user training and organizing onsite support for regional personnel during pre and post launch periods.
• Promoted on-time project delivery by providing subject matter experts to analyze and test critical functionality within the provisioning platforms when QA team was over-committed.

Alpharetta, GA

• Provided application administration for all residential telephony provisioning platforms: Cisco BTS, Nortel CS2K and Nortel TDM Circuit Switch running Sigma Systems Service Broker and internally developed web services.
• Trained field admins on application architecture, workflow and support procedures of telephony provisioning systems.
• Coordinated maintenance and functional releases of integrated Service Broker, ICOMS and NIM test environments and updated reference documentation and WIKIs.

Norfolk, Virginia Area

• Led ~20 employee’s to accurately resolve or route advanced telephone trouble tickets to the correct fix agent consistently exceeding Mean-Time-To-Repair goal.
• Created and maintained multiple reports utilizing queries from PSTAGE and AS400 using Visual Basic for Applications to automate and customize reports for multiple users.
• Built and maintained strong interdepartmental relationships, improving lines of communication and driving internal customer satisfaction.

Chesapeake, VA

• Evaluated call trends and analyzed previous day troubles to establish or revise best practices to meet changing customer needs; Responsible for development and facilitation of telephony and video technical.
• Completed technical and billing escalations; Validated and closed credit batches and trained agents on work order entry and process flows.
• Handled inbound customer call volume for sales, billing and troubleshooting for all 3 product lines; Utilized the ICOMS billing system responsible for creating all aspects of order entry for new sales, service changes.

Chesapeake, VA

• Regarded as an “expert technician” responsible for installation and troubleshooting of all 3 product lines from the plant to customer premise equipment. Often assigned for repeat and “VIP” escalations as well as an.