Service ownership role supporting data management activities in the 1-20,000 GB range. Worked with customer-facing teams to configure custom solutions in support of major organizational change like merger, acquisition, divestiture, implementation, and off-boarding. Extended process and toolset to support partner-facing and internal team data management activities. Modeled the entire service offering spanning multiple teams, tools, and tactics, unifying it under one methodology, taxonomy, and typology. Served as technical lead as the team grew from 2 to 20.

NOC Manager, Shift Supervisor, and Site Leader for San Mateo Platform Operations.Project Manager for standing up Akamai’s third NOC in San Mateo, CA.Managed workflow, escalations, and resources for multi-site 24/7 Tier-1/Tier-2 NOC team.Maintained platform alert and ticket queue flow in accordance with established SLAs.Coordinated coverage with other NOCs and negotiated handoffs with adjoining shifts.Liaised with Customer Support, Engineering, and Executive teams on sensitive incidents.Worked with Executives, Sales, Creative, and Product leaders on NOC Tour presentations.Expected to perform all duties of the Network Operations Engineer role.

Tier-2 NOC staff - advanced monitoring, troubleshooting, and shift escalation point.Investigated switching, routing, and Linux system issues with industry standard tools.Worked outside of established procedures to troubleshoot anomalous network states.Automated recurring tasks with Bash scripts while maintaining adherence to NOC policies.Partnered with Engineering teams to resolve service impacts and performance issues.Supported major maintenances and buildouts with vendors, partners, and data centers.Performed network installs, reported results, and escalated anomalies to service owners.Served formally as technical lead during customer-affecting incidents.Drove improvements to policy, procedures, knowledge base, NMS, and NOC tools.Expected to perform all duties of the Network Operations Technician role.

Tier-1 NOC staff - provided fault mitigation through proactive monitoring of network data.Ticketed platform alarms, executed procedures, documented work, escalated as necessary.Worked ticket queues, delegated, and resolved issues in accordance with established SLAs. Documented, vetted, and executed Engineering and Customer Support requests.Responded to email and phone requests from partners, vendors, and data centers.Scheduled and prepared maintenance windows with partners, vendors, and data centers.