I was hired as a full-time employee, joining the Operational Services team from my contract position, my primary focus continuing to be on SolarWinds Orion and monitoring the overall environment. As part of the Operations Services team, I will be working with the team to take on additional responsibilities around Control M and NetBackup to help the overall team with day-to-day responsibilities better.• Continuing my role as SolarWinds SME/Application owner with continued focus as we progress towards an entire production state. Continuing to set up views and dashboards for all internal infrastructure and application support teams to ensure proper insight into the environment’s health is at each team’s fingertips. I will continue to work with management teams in setting up process and escalation procedures around alerting and setting up dashboards and views for leadership to ensure they’re aware of the environment’s health. I will continue to work on establishing reporting for environmental health and providing information critical for monthly reporting and auditing purposes. I will continue to take a cloud-centric view of our environment as more and more of our presence moves to the cloud.• Working with the rest of the Operational Services team as we take on more responsibility around Control M, our automation tool. Working with the team and BMC to complete required training around supporting the application, day-to-day requests around job failures, and job creation.• Working with the rest of the Operational Services team in working with NetBackup, supporting the current setup in our environment, and working with other infrastructure support teams as we migrate this over to Veeam. Work daily requests for standing up backups for new servers and restoring any files, as requested.

Contracted through Concero for Rabo AgriFinance as a Senior IT Operations Analyst with a primary focus on SolarWinds. Worked with the Operational Services team on their existing Orion installation to get everything to a working state as they moved to push the environment to production.• Worked directly with the Operational Services team to determine the state of the installation, what was being requested of the group, and the needs of the greater business as to what they wanted to get out of the tool. Worked directly with SolarWinds support to help clear up several issues with the existing environment• Worked with other support teams in the greater IT support structure to figure out what they needed to get out of the tool, adjusting monitoring settings and alerting to fit their needs to ensure a more proactive view into the greater environment.• Worked with management to start setting up guidelines around overall monitoring and the process behind monitoring. Working to present the tool to the complete IT management team to get their buy-in on the product and offer suggestions of other tools provided by SolarWinds to help all groups get a better view of the overall environment.

Management of the day-to-day operations for the Global Network Operations Center (Americas) consists of supervising six first-level support engineers responsible for LSEG's core MPLS WAN infrastructure, as well as network LAN support. I collaborate with multiple internal business units, including escalation support teams, service managers, and vendors, to ensure the necessary individuals cooperate to resolve incidents efficiently utilizing a set of defined communication processes. My success demonstrates the ability to work effectively in a fast-paced, rapidly evolving, and agile technology environment.• Advocate and actively contribute to work improvements across the team, working with senior leadership to standardize processes across the organization. Set and effectively communicate team and department goals across all groups. Ensure those team members have the technical skills and training to accomplish their individual goals. Assist team members with their career and skill growth, providing frequent feedback on their performance.• Work with management and teams to help prioritize and resolve service issues. Strive to be customer-centric by promoting a customer awareness culture, fostering innovation, and encouraging staff to think differently in finding solutions to delight customers. Lead by example to empower, motivate, and inspire the team. Demonstrate and drive an innovative culture with a can-do approach.• Project work included: combining WAN and LAN teams into one group to help ease the rest of the business when requesting network support. Working to help transform the comprehensive monitoring and alerting setup across all groups by migrating to a more proactive AIOPs solution in moving from our in-house developed alarm system to BigPanda. Working to help bring more cloud-related responsibilities to the team, the company continued to drive to move towards a more cloud-centric approach.

In my current role, I lead a team of seven professionals whose IT disciplines include networking, monitoring, database administration, backup and delivery among others. Our unified goal is to deliver high-quality service to our customers while collaborating with their teams to introduce cutting-edge technical solutions. I direct communication with internal IT groups, up to and including IT managers, directors and vice presidents as well as various business units, external customers and vendors. Daily responsibilities include:• Plan the daily workflow for first shift (8AM-4PM) personnel and coordinate proper staff coverage. Review and disseminate service levels for the department, ensuring upstream and downstream communications regarding activities within the NOC. Accountable for company-wide technology communications regarding infrastructure changes and outages. As a member of the change management team, responsible for tracking all infrastructure changes and possible effects on production. Discover new methods to improve real-time solutions, in turn, reducing turn-around times for clients.• Ensure independent project timelines are managed appropriately. Guide escalation when faced with outages and unforeseen issues. Mentor team members so they might remove obstacles from their daily tasks. Promote continuing education by introducing team members to subject matter experts within the organization. Coordinate with support teams to train NOC personnel to lighten operational workloads for architects and engineers. Interview and recommended candidates for open positions as needed.• Participate in and assign resources for numerous projects including complex reporting, technical upgrades, and organizational improvements. Track, analyze, and audit daily statistics to ensure quality of service. Provide statistical data to the NOC manager for inclusion in monthly department reports. Produce and analyze productivity and quality reports.

As a NOC analyst, I primarily analyzed real-time information/alert data to determine proper remediation for mission critical applications, websites, servers, and networking equipment. • SolarWinds administration: created new monitors and tuned existing monitors (WPM, NPM, SAM, NCM, Netflow, VoIP and Network Quality) to ensure website, server, and network availability.• Diagnosed issues by analyzing logs and performed remediation measures for failing websites and applications on Windows 2003/2008/2012 servers – both locally and remote servers hosted by Amazon and Rackspace, as well as Unix and Linux servers.• Supported and diagnosed issues within Citrix and VMware environments.• Configured Cisco routers and switches including VLAN and ACL management. Analyzed device logs to troubleshoot outages and other network issues.• Provided application support for FTP automation. Created automated jobs, PowerShell scripts, server tasks and maintained the overall health of the applications and related servers.• Maintained network security by reviewing firewall logs in QRadar, reviewed firewall rules using Cisco Security Manager, and monitored security events received from Dell SecureWorks.• Performed backups using Symantec NetBackup and HP Command View for HP SuperDome backups.• Utilized ServiceNow ticketing system for incidents, requests, and system changes.• Escalated issues to carriers to isolate and resolve circuit outages using AT&T Business Direct and Level3 uCommand portals.• Created and maintained detailed documentation for daily processes and technical training.

Began in a desktop support role, then transferred to a server/application support role. Oversaw network monitoring utilizing Traverse and Symantec applications, assisted Citrix support team, and provided server/application/desk-side support for the on-site bank location.• Disassembled the aging infrastructure and rebuilt it enduring proper monitoring for all network devices located in data centers and branch locations. Maintained applications and responded to alerts.• Supported corporate Symantec applications – antivirus, device encryption, and USB blocking – while working closely with the compliance department to ensure proper security levels.• Built and supported physical servers at branch locations with both OS and hardware related issues. Applied security patch updates as needed. Maintained VMware environment by applying software and hardware updates, creating new virtual servers, and providing support.• Desk side support included local and remote support for 5,000+ users across the country including users in Canada and Europe. Supported all hardware and software on machines, focusing on remote access utilizing both VPN and Citrix as well as hardware procurement. Collaborated with team members and lead projects to refresh computers/networks both locally and at remote branches.

Started as help desk support, then transitioned to a hybrid help desk/desktop support position at HealthLink. Placed on a team to innovate processes for the help desk.• Provided local desk-side support for 400+ users for all installed software and hardware and managed procurement and asset tracking responsibilities for all desktop related equipment.• Collaborated with HealthLink’s server and networking team on a server refresh project, upgrading servers with Server 2000/2003 to Server 2008• Anthem help desk responsibilities included support for offices across the US, both internal and external. Familiarized with several ticketing systems including Expert Advisor, Service Center, and Remedy. Helped with the implementation project of Service Center, and then later Remedy including document creation and training for others.