Nick Gratton Email and Phone Number
Senior Manager Network Operations Center | Leader | Manager | ITIL | Service Management | ChatOps | AIOps | BigPanda at
@
Sony Interactive Entertainment
Austin, TX, US
Nick Gratton's Location
Austin, Texas, United States, United States
Nick Gratton's Contact Details
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About Nick Gratton
NETWORK OPERATIONS SENIOR MANAGERIncident Management Best Practices | Operational Technology | Technical Leadership | Continuous Improvement A solution-oriented and process-based technical leader with 20+ years of experience strategizing and managing the operational delivery of technology in IT environments. Serve as a leader for engineers and technical direct reports through mentorship, training, and hands-on career development. Apply a problem-solving approach coupled with strong communication skills to execute service delivery and network operations projects. Demonstrated ability to align cross-functional teams and stakeholders to deliver technology solutions that attack business needs. Showcase a passion and advocacy for cutting-edge technology and implementing project management best practices in alignment with strategic organizational plans.SKILLS & AREAS OF EXPERTISECross-Functional Collaboration ∙ Incident Management ∙ Root Cause Analysis ∙ Stakeholder Management · IT StrategyData Centers · Leadership & Mentorship · Network Design · Process Improvement · Risk Identification · PresentationsProject Roadmaps ∙ Negotiation & Influence ∙ Vendor Management ∙ Systems Integration ∙ Thought LeadershipActive Directory, Microsoft Office 365 ∙ BigPanda, ChatOps ∙ ServiceNow, Datadog, Grafana ∙ Network AdministrationSELECTED ACCOMPLISHMENTS Directed the implementation of AIOps/BigPanda, enabling the Sony NOC team to quickly isolate an incident's root cause. Facilitate improved organizational outcomes at Sony by mentoring, training, and coaching technical team members on new technologies, programming languages, data cleaning, and project management best practices. Enabled change across PNC’s Incident and Problem Management teams by adopting ChatOps as the singular platform to run and communicate incidents, ultimately integrating the new platform into ServiceNow, Jira, and Confluence. Nick Grattonnick.gratton@yahoo.comAustin, TX
Nick Gratton's Current Company Details
Sony Interactive Entertainment
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Senior Manager Network Operations Center | Leader | Manager | ITIL | Service Management | ChatOps | AIOps | BigPanda
Austin, TX, US
- Website:
- sonyinteractive.com
- Employees:
- 10753
Nick Gratton Work Experience Details
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Sony Interactive EntertainmentAustin, Tx, Us
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Senior Manager Network Operations Center (Noc)Sony Interactive Entertainment Mar 2022 - PresentSan Mateo, California, UsProvide technical direction and leadership for Sony’s NOC operational activities while leading, managing, and mentoring a team of 17 technical direct reports. Oversee NOC operations with accountability for managing, monitoring, and de-escalating critical tickets and events for 130M users across the PlayStation network. Lead technical stakeholders in the execution of NOC process improvement, maintaining all Key Performance Indicators, and implementing best NOC practices. • Rolled out the integration of ChatOps to communicate in real-time for paging, ticketing, and event management tasks. • Developed, implemented, and executed a process to re-engage cross-functional communication and collaboration between the NOC and Incident Management team to detect, support, and resolve NOC issues efficiently. • Coordinate project tasks during major service interruptions, ensuring notifications and updates are handled with an emphasis on Time to Resolve (TTR), Time to Engage (TTE), and Time to Acknowledge (TTA) KPIs. • Introduced and implemented a continuous feedback structure by holding monthly 1-1 meetings with NOC stakeholders. • Create weekly internal podcast videos to communicate critical items and upcoming events to technical team members.
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Business Technology / Operations ManagerPnc Jul 2021 - Mar 2022Pittsburgh, Pennsylvania, UsLed and coached a team of 20 system and network engineers to drive continuous improvement in the operating environment for the 5th largest banking system in the United States. Coordinated event management and operations resources as a technical lead in a project environment. Cross-functionally collaborated with diverse technical stakeholders to identify and resolve events, enable change management, and implement innovative technology across the organization. • Evaluated process gaps and leveraged communication tools to enhance communication between cross-functional teams. • Built career progression roadmaps for 20 engineers by performing quarterly reviews and implementing action plans. • Delivered technology training to employees and created technology resource guides for users and stakeholders. • Developed and initiated various team-building activities to promote a culture of accountability and collaboration. -
Senior Incident Manager / TdoPnc Jan 2020 - Jan 2021Pittsburgh, Pennsylvania, UsLed the restoration of unplanned service interruptions and contributed to active internal discussions and cross-functional collaboration efforts as needed. Reviewed and oversaw incident requests, priorities, escalation, and resolution activities. • Overhauled and revamped the Incident Management structure to adapt to ChatOps software. • Utilized ServiceNow and Confluence to lead incident calls and ensure efficient and prompt handling of incidents. • Identified ITIL improvement opportunities and ensured end-to-end success of the Incident Management process. • Developed incident-related performance analysis and reporting for review by executive management such as MTTD (Mean Time To Detect), TTR (Repair), TTR (Restore), and TBF (Time Between Failures) KPIs. • Leveraged infrastructure administration skills in UNIX, VMware, AWS, and Azure to lead outage investigations.
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Senior Incident ManagerIntuit Jun 2013 - Jul 2019Mountain View, California, UsIntuit, Inc. June 2013 –July 2019Incident Manager • Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process• Manage the operational support and oversee remediation activities with different business units• Creates incident related performance analysis and reporting for review by IT management• Performs other work related duties as assigned• Working knowledge of relevant technologies i.e. Windows and Unix platforms, telecom and data networks, LAN/WAN, security infrastructure, and AWS Cloud Services• Helping to create business aligned support of the Incident Management process for multiple business units• Develops process and procedures that ensure Incident Management related action items are tracked and completed• ITIL V.3 training and ITIL V4• Coordinating cross functional business unit Incident collaboration Operations Analyst• Tracking the monitoring of day-to-day operations of the overall IT infrastructure• First point of contact for Oracle Alerts 10G /11G /12c / Linux /Unix issues /windows server• Trouble shooting issues before escalation• Escalating system issues to the correct department• Monitoring tools used: Spectrum, SiteScope, Splunk, Sitescope• 2 years of BigPanda experience - also involved in the implementation of BigPanda (Tiger Team) for the NOC• BlackRock 3 Incident commander training• NOC Tools – HP Automation / Riverbed / Password Safe / vSphere / Dell rac / iLo / Men and Mice / F5• SEC modification and setup / Pearl programming• Ticketing systems used Remedy/ ServiceNow• Escalation updates in Quickbase / ServiceNow• Projects: SOX compliance / SEC editing and training for the IOC / Riverbed training for different Business Units -
Senior Network Operations Analyst Swing Shift ManagerCredit One Bank Nov 2010 - Jan 2013Las Vegas, Nv, Us• Tracking the monitoring of day-to-day operations of the overall network infrastructure (250 devices total)• Trouble shooting issues before escalation • Escalating system issues to the correct department • Starting and monitoring conference bridge calls for incidents and meetings for projects.• Network monitoring tools used: EM7, Orion, MMC console• Setting up SOP guidelines / daily device usage reports• Handling vendor impacting maintenances• Knowledge of Argent software for scheduling and monitoring job processes • Windows 2003/2008 server, Active Directory management, RAS-VPN, Exchange server 2007, SQL server 2005, Windows, Active Directory, DNS, DHCP, Citrix, VMware, Oracle VM• Powering down devices / un-racking and installing replacement devices• Punching down cables into patch panels / 110 blocks for Telco -
Commissioning TechClearwire Aug 2010 - Nov 2010Bellevue, Wa, UsMy current position at Clearwire is part of the Network Commissioning department where I work with a team of ten other techs. I work in the maintenance window for live markets which is 10PM to 8AM. All the tasks assigned to me are time critical, so they have to be completed within the 5 hour maintenance window. In the commissioning department we are responsible for the configuration and trouble shooting of all devices associated with WI-MAX towers from the power supplies to the microwaves and network switches. With my experiences in trouble shooting, time management and IT knowledge I had no problem fitting adapting to this position, But the Graveyard shift was a little ruff at first :- ) -
Manager Of Network / Systems AdministrationPurafilter2000 Nov 2007 - Apr 2010Us• Total of 7 Servers • Windows 2003, Active Directory management, RAS-VPN, Exchange server 2007, SQL server 2005, SUS server, DNS, DHCP• Vista, XP Professional, Microsoft Office 2003, 2007, Great Plains (Microsoft Dynamics), Beltek route administrator (hand held scanners)• Sonicwall Firewall 2040, Iron port Email Spam Filter server • Symantec Endpoint network antivirus software• Backup Exec 11d (backup software)• Extensive troubleshooting with Microsoft Exchange 2007 and Server 2003• Steel inventory for Software and hardware asset tracking• Nmap for network device ID and virus out break tracking• Telephone – Manage all changes, adds, and moves; Nortel BCM system with VoIP, All aspects of wiring for phones and network equipment• Cell phones AT&T - responsible for 175 phones in the field and office(IPhone’s, Samsung Rugby’s) and wireless Cards• Day to day operations of the computer network and system management from anti- virus software, spam filter, server logs, and back up jobs. -
Special Projects Manager / Systems EngineerNetcom America Oct 2006 - Aug 2007Windows 2000, 2003 Server, Exchange server 2000, 2003, Microsoft Terminal Service, TCP/IP, DHCP, DNS, Print Server, file servers, Active Directory , VNC server, IIS server, Shoretel Server 6.1, Multi-tech fax server Microsoft Outlook, Word, Excel, FrontPage, Access , Fax Maker Pro, Adobe Suites, AutoCAD 2000i,; Project Manager on a 250,000 dollar cabling and security project; lead a total of 4 techs and completed the job on time and under budget.Cisco Switches, PIX Firewalls, Routers, VPN Client, VlansSonicwall firewall, VPN Clients Coax cabling and terminationData cabling Cat5 and 6, color codes, certification using HP WireScope and Ideal testers Installation of low voltage security systems, digital multi-meters Card Access systems ( Bosch, PCSC ) CCTV systems Pelco / DVTelWorking with other techs to develop product recommendations and standard operating procedures.Training customers and their staff on products that were installed or upgraded. Customer support on site and by telephone. Maintaining the necessary tools and supplies needed for field work. Managed multiple projects ranging from Cable installations to system design and installation. The largest project I was responsible for lasted for 5 months with 5 employees working underneath me. I was responsible for installing over 94,000 feet of cabling ranging from CCTV, CAT 6 and card access. Phase II of the project consisted of configuration of the Card Access system, CCTV systems and certification of the CAT 6 Cabling using HP wire scope. I also ran a small cabling job in Carlsbad, CA for a private school that consisted of CAT 6 and ShoreTel VoIP phone installation. Both project required me to interact with the main contractor running both jobs to ensure that all deadlines and timelines were meet.
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It Infrastructure Manager / Coordinator For Us DivisionUs Avestor Llc Dec 2002 - Feb 2006Windows 2000 server, exchange server 2000, Citrix Clients, Web Server for US web siteWindows XP professional , 2000 ProfessionalActive directoryDHCP, DNS, TCP/IP Setup new PC's and Laptops for new hiresMaintained service pack updates on all clients and serversMicrosoft office - word, excel, access, outlook; Setup the warehouse using a wireless AP integrated with a wireless bar code readerHelped users pull data from our Oracle database by using excel Cisco network equipment 2700 series switches, router and PIX firewallWireless Access points using WEPCCTV system Supported our remote site in Idaho by phone and on site when neededSupported our R&D division in trouble shooting for the smart battery we were producingCustomer service support for the local clients; Arizona Maintained the phone system and any cell phone issuesWorked on several projects for the site cabling and fiber optic's Handled all of the service contracts and renewals for all devices on the network Handled the budgeting for the IT department in the US division
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Systems ManagerLowestloan.Com Apr 2002 - Dec 2002Setup the Windows server 2000, exchange 2000, Terminal services, Citrix clientsDHCP, DNS, TCP/IP, VlansClients PC's using Norton Ghost Imaging softwareWindows XP professionalMaintained all service packs for desktops and serversMicrosoft office - word, excel, access, outlook; Administered the phone system, call routing, and phone programmingTrained new users on system and loan processing softwareSetup training areas Coordinated any issues with our main office in New York
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Network AdministratorNanonics Corporation Jan 1999 - Feb 2002Installed and maintained Windows 2000 Server, SQL Server 2000, NT 4.0, Active Directory, Exchange 2000 & 5.5, Microsoft Terminal Service, DHCP, DNS, Print ServerDesigned and implemented a new network infrastructure that migrated from an NT 4.0 domain to Windows 2000 active directory schemePrepared daily backup and disaster recovery plans using Veritas Backup Exec Multi-Server Edition for Windows 2000 and Exchange ServerInstalled NT 4.0 Workstation, Windows 2000 Professional, and Windows 98Integrated numerous desktop software packages, including Microsoft Office 2000 Professional, ACT 2000, Fax Maker Pro, Adobe Suites, AutoCAD 2000i, MRP/Accounting SQL based ERP 5.1 system; Aided in the design and implementation of a VPN solution using Cisco PIX & router productsImplemented a complete network anti virus software system by Trend Micro for protection on mail servers, file servers and workstationsISA, Proxy Server 2.0 & Firewall installation of Cisco PIX productsOrganized and completed a total system conversion from an old legacy software running VB 4 with a Fox Pro database to a new Microsoft Access and SQL server 2000 database systemTrained network assistant in the following: networking skills, printer setup, data recovery, and system documentationMaintained service pack updates for all of the above software packages, workstations and serversResponsible for PBX telephone system / burglar and fire alarm system programming and support
Nick Gratton Skills
Active Directory
Troubleshooting
Servers
Microsoft Exchange
Disaster Recovery
Windows Server
Sharepoint
Firewalls
Network Administration
Windows
Vmware
Programming
System Administration
Technical Support
It Management
Dns
Splunk
Sec
Red Hat Linux
Networking
Security
Domain Name System
Nick Gratton Education Details
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Keller Graduate School Of Management Of Devry UniversityData Modeling/Warehousing And Database Administration -
Unitek2003 Mcse Boot Camp
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Devry Institute Of TechnologyComputer Information Systems
Frequently Asked Questions about Nick Gratton
What company does Nick Gratton work for?
Nick Gratton works for Sony Interactive Entertainment
What is Nick Gratton's role at the current company?
Nick Gratton's current role is Senior Manager Network Operations Center | Leader | Manager | ITIL | Service Management | ChatOps | AIOps | BigPanda.
What is Nick Gratton's email address?
Nick Gratton's email address is ni****@****pnc.com
What is Nick Gratton's direct phone number?
Nick Gratton's direct phone number is +165069*****
What schools did Nick Gratton attend?
Nick Gratton attended Keller Graduate School Of Management Of Devry University, Unitek, Devry Institute Of Technology.
What are some of Nick Gratton's interests?
Nick Gratton has interest in Animal Welfare, Science And Technology.
What skills is Nick Gratton known for?
Nick Gratton has skills like Active Directory, Troubleshooting, Servers, Microsoft Exchange, Disaster Recovery, Windows Server, Sharepoint, Firewalls, Network Administration, Windows, Vmware, Programming.
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