Ryan E. Email & Phone Number

• Provided technical and managerial leadership overseeing teams of consultants• Oversaw accurate and timely communications to ensure team alignment during incident response and change/release execution• Provided integrated management and coordination of various IT processes, including Change, Release and Problem Management processes• Utilized technical environment knowledge to assure services and components are designed and delivered to meet their availability targets• Facilitated bridging the gaps between delivery teams and drive rapid recovery during incidents• Provided a holistic view of the environment and make recommendations to improve overall service• Participated in system or application triage with support teams and / or vendors as necessary• Documented incident root cause and communicated to stakeholders• Monitored and reports on SLA adherence and team performance to published metrics• Monitored and reports on infrastructure trends and uptime metrics• Directly managed multiple service integrations and process improvement projects that resulted in a net revenue gain for the company• Implemented process changes to help align technical teams with senior leadership’s goals and expectations

• Managed IT production incidents to resolution in a 24/7/365 environment using then standard Fannie Mae incident management processes and inform management (including but not limited to senior and executive leadership) at all levels of status, impact and resolution actions.• Performed monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions, through different dashboards & monitoring tools.• Reviewed performance and trends of multiple application protocols and provide recommendations for service improvement.• Assisted with documentation of root cause analysis (RCA) and ensure follow ups on problem tickets and tasks around problem management and follow up on items that could potentially negatively impact production operations, while offering operational improvements.• Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as DNS, LDAP, SSL, SMTP, and FTP. Participate in findings review sessions.