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• Led enterprise-wide high severity outages to resolution working with key stakeholders through customer service level agreements (SLA) on mission and business critical applications and IT infrastructure. • Analysis of matrixed communication and process gaps from an ITIL perspective, provided matured recommendations; facilitated process maturement phased implementation. • Obtained monetary buy-in and approval to schedule the implementation of long-term resolutions and proactive measures for infrastructure issues. • Change-Management Advisory Board (CAB) member • Capitalized on HP Project and Portfolio Management HP (PPM) software program and the ITSM change management tool to process solutions using the ITIL methodology.• On-call and liaison, communicated with executives via verbal and written notifications and reports in a timely manner.

• Built high-performance teams managing the interdepartmental project activities in a matrix environment.• Simultaneously managed multiple projects of varying complexity within IT Infrastructure & IS Programs; ensuring they stayed on schedule and within budget constraints Partnered with various IT departmental teams and vendors to manage and organize system configuration and installations of event monitoring agents on 2000 servers, 2700 network devices and 500 mission and business critical applications. Matrix managed the install of the incident monitor tools, for servers, applications, network devices and Call Center infrastructure. Prepared numerous executive level reports and other measures to determine levels of success by working with various department resources. Directed and developed metrics measuring approximately 800 proactive fixes per month to decrease outages and increase stability of the IT environment. Designed new support processes for various issues that rely on support from multiple resources within IT in support• Managed project efforts to separate the Embarq Surveillance team from the Sprint team for the Embarq company branch-off.• Managed efforts to design and implement an Event management center; responsibilities included site location, furniture, phone system, and network build.• Visio process flow development for the Service Catalog system which allowed a more linear and thorough flow for application monitoring procedure adherence and overview.• Managed end to end development process and all aspects for IT infrastructure Monitoring and Capacity planning.• Monitored and drove projects from initiation through delivery utilizing the Clarity (Enterprise Project Management) software; while utilizing MS Project as tool of choice to drive task activities among high-level techinicians• Created Technical Documents regarding maintenance processes to be followed after implementation.

• Process analysis, development and Maturity• Developed Visio process flows used in technical writing and analysis for troubleshooting and escalation support for Call Center Services and Application Mission and Business Critical transaction monitoring• Created Technical Documents regarding various equipment and procedures used in numerous platforms such as Operator Services, Telecommunications Relay Services, Sprint Conference Line and PCS.• Performed platform and event correlation for alarming with all areas of IT infrastructure including Call Center Services, Network Data, Network Voice, and Applications• Communicated Event information to top level executives• Directed high priority troubleshooting and escalations during IT failure events• Managed shift coverage and maintenance for 20+ people

• Performed Tier one troubleshooting and monitoring for Sprint Telecommunications Relay Call Center Platform equipment, Sprint PCS Call Center equipment, Sprint Local and Long Distance Platform equipment• Project managed the Development and maintenance for support procedures and policies• Project managed the development of the training program for new hires with the Call Center Services group.

• Tier one troubleshoot and monitor PCS, Sprint local and long distance WAN, Sprint World Headquarters LAN, Sprint Nationwide Servers, and Sprint Nationwide PBX / Voice LAN network