Managing the Application Assurance Team which consists of Systems Engineers that support the Spectrum Enterprise Network Services Management (NSM) division. The Application Assurance team supports event management tools such as: Broadcom CA Spectrum, Performance Center (CAPC), and Unified Infrastructure Management (UIM) as well as networking tools such as: Cisco Identity Services Engine (ISE) and Varonis. This team has over 70 applications currently under their purview. I am also responsible for implementing ITIL best practices for current processes and procedures.This team will eventually be expanded to a full Tier II, 24/7 Operations support model for all of the NSM division and I will be implementing this expansion.

Managing a Tier 2 technical support team that consists of: Windows, UNIX, and Network administrators in the Enterprise Command Center (ECC). The ECC provides server and network operational support for all of North America for BAE systems.Ownership of the Major Outage / Incident Management Process. This includes: verifying outage information, creating and running technical bridges to determine root cause and technically driving the assembled team to resolution. As Incident Manager, providing status updates to B – level, and C – level executives in reference to total user impact and Estimated Time to Resolution (ETTR).Developing and mentoring staff. This includes quarterly performance evaluations as well as precipitating training and helping them reach individual and team goals.Creating and evaluating reports to monitor Key Performance Indicators (KPIs) of team’s performance on a day – to – day basis such as: total ticket volume, resolution rate, and total time to Resolution of incidents reported to the Enterprise Command Center (ECC).Working within the ITIL framework to promote continual process improvement. Included in this would be identifying Tools enhancements, configuration changes was well as defining paths of escalation and documenting processes and procedures.

Experience implementing and developing the enterprise monitoring network for Belk Corporation using CA monitoring tools. Experience with Infrastructure monitoring tools: CA Spectrum, CA Performance Center and Network Flow Analysis (NqoS). Secondary support of application monitoring tools: CA Application Performance Management (APM) Wily Introscope + CEM.CA Spectrum implementation and administration includes but are not limited to: creating global collections, alerting rules and policies, and systems integration with other IT systems. Support of SysEdge client agents.CA Performance Center duties include building dashboards, and managing thresholds for alerting purposes as well as creating reports.CA Application Performance Management (APM) Wily Introscope + CEM: Secondary systems support which includes knowledge of building dashboards, evaluating application performance such as java heap sizes, and stall counts and installing client Agents for application performance data collection. Writing processes and procedures surrounding the implementation of the monitoring process.

Monitoring and administering enterprise farm of 3000+ servers using tools such as VMware V-Center, BMC Client Console, and HP Openview software. Reacting to incidents to resolve issues and minimize downtime. Documenting all occurrences for future research. Production Support: Infrastructure IP Address management. This includes: reserving IP Addresses in DHCP for network nodes, returning addresses to pool when no longer needed and troubleshooting IP related issues. Other duties included: creating network printer queues, network file shares, manually running DNS updates when critical changes are made and server patch management. Storage Support: Registering servers on Tivoli Storage schedules for backup, as well as processing data backup/restore change management requests.

Active Directory Migration Team, UAT Application\Server Testing: Testing of 450 applications and application servers that were being migrated to the new CIBNA Windows 2000/Window 2003 Domain Software platform. This included: testing registry entries, DNS configurations; Database dependencies and in house written code for compliance and security. Initiating Change Controls to migrate devices to the new CIBNA Active Directory Domain Structure once testing was complete. Awarded Shared Success Award for work on this project.;Providing phone support for installing, configuring, and troubleshooting 3rd party market data applications such as: Bloomberg, Reuters, or Bridge to get issues resolved with certain market data applications. Configuring Firewall and port information for efficient data flow. Using Remote Connectivity software. Active Directory Distributed Desktop Management: Performing Desktop management by using Security Groups, Application Groups, Group Policies and Menu building. Building and configuring Windows XP workstations, configuring local security policies.

Virus Detection and Remediation: Monitoring internal and external network router packets for virus related activity. Initiating shut off of ports with virus related activity and helped with virus alerts and remediation. Worked with VADAR (Virus Detection and Remediation System) and NAV (Norton Anti-Virus) Reporter to track viruses based on Port and TCP\IP related activity. Documented all instances and followed through to resolution.Researched Security related activity: Researched incidents such as potential network breaches; phishing incidents and potential denial of service attacks.

UNIX Administration Configuration and Support: Unix AIX and SUN Server administration. Root Administrator for the Majic System. Duties performed: Creating new users by editing the /etc/passwd and /etc/shadow files then copying over files to the new user’s directory and setting the rights appropriately. Reset UNIX based dumb Terminals and UNIX based printers when necessary. Comfortable with SUN CDE and Linux. Router and Switch Configuration and Support: Configuring Cisco IOS and replacing router and switch hardware. This includes: TCP/IP and well as IGRP and OSPF protocol support and monitoring network traffic. Port Management and Static IP Routing.Hardware support: Dell Power Edge Servers 1750, 4600 Series, 1900 and 2900 Cisco Catalyst Switches, 2500, 2600 Cisco Routers, and RISC Terminals.

Second Level Helpdesk support: Training of new helpdesk Analysts and analyzing call performance of team.HEAT v5.01 Administration: Creating user accounts and managing permissions in the call tracking system. Integrated support of HEAT and Microsoft Outlook. Setting up alerts writing escalation scripts.Windows 2000 / Citrix Metaframe Administration: Responsibility for Active Directory Domain and Account Administration, Exchange mailboxes, Citrix Metaframe application, printing, administration and ICA Client support. Configuring and troubleshooting WINS, DNS, and DHCP and any other type of connectivity related issues. Experience with SMS and Software Shopping. Technical support: RSA / ACE Secure ID Server Administration: Troubleshooting VPN by Working with Telephone companies to configure DSL connections. Creating RSA/Secure ID Accounts for Remote network access. Global Project Team: Part of Global Network Team that upgraded the network from Windows NT 4.0 to Windows 2000 environment. Awarded GHD Employee of the Month Award multiple months.