Ryan Madera Email & Phone Number

Snoqualmie, Wa

Portland, Oregon Area

The IT Process Owner is a member of the Service Management Office and responsible for ensuring that one or more IT processes surrounding Incident, problem, change, risk, and Configuration management are implemented and operating in the IT environment. The Process Owner is responsible for the ownership, sponsorship, design, and continuous improvement of the process and the associated metrics. The Process Owner works across multiple outsourced providers and internally for adherence to the process and continuous improvements to the process. The Process Owner is responsible for the education of the process across the environment. This role also manages a team from HCL India (Major Incident Team and CMDB).

Manila, Philippines

Summary: • Act as a business liaison between Global IT and Asia Business users.• Reports to the Director of Operations. Responsible for the implementation of service strategy, design, transition and operations to ensure IT service delivery is handled effectively and efficiently in Asia Region. Develops and implements standards, processes and procedures to ensure support continuity throughout the entire Service Now IT service catalog.• Works closely with the Global Service Delivery Manager, IT Governance Organization, Demand Managers, and Application Leads to understand the IT operational requirements and subsequently ensure operations are executed to those requirements. • Lowered the Critical Priority 1 (CP1) incidents under my management. Responsible in leading the CP1 calls during Asia hours and effectively escalates support and service requests to other IT teams as needed. • Identifies trending trouble spots and provide leadership with recommendations to remediate and mitigate said challenges through Problem Management process. • Develops support and solution KPIs, Knowledge Article and benchmarks. Presents a monthly IT report of Incidents, Service Request, and PRB/RCA to the business.• Sending Notification, Spinning bridge calls & maintaining white board during Global Customer outages (for P1 Critical issues).• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.Key Initiative: Leads overall IT Regional Asia Operations activities to deliver end to end IT services to business with satisfaction and within budget. In this capacity, incidents are monitored closely to ensure timely and effective resolution, Continuous improvement programs to improve quality of the services provided are also an utmost importance.

Makati, Philippines

Role: Infrastructure & Operations – Associate Manager / Service Delivery Operations – Enterprise Monitoring /Incident ManagementGroup: Global Business Process TechnologySummary: • Reports to the Global Service Delivery Manager. • Manages a team from HCL India (Enterprise Monitoring 24x7 and Engineering Tools Team).• Works closely with different Technology Owner at SC Johnson, Infrastructure & Operations teams and IT partners on creating Service Level Agreements, Operational Level Agreements and the IT Service Catalog. Ensures key processes within the Service Design ITIL life-cycle are followed. Coordinates with application owners, application support, operations, developers, and executives to ensure their unique needs are being assessed and met by the overall tooling strategy. • Responsible and accountable for the design, development and implementation of ITIL/ITSM best practices, processes and tools for Incident Management and Enterprise Monitoring.• Participates and leads Global Priority 1 Critical issues.• Point of contact in SCJ for all Enterprise Monitoring related concerns. • Built a process for EMS supporting the Infrastructure and Application Architecture. • Creates a monthly report through dashboard to the Global Service Delivery Manager. Ensure all the CI’s in the CMDB are accurate and updated. • Facilitate and Lead Management teleconference bridges together with the Service Desk to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Management.• Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.Key Initiative: Drives process change and engagement to support overall team objectives. Ensures continuous improvement opportunities are identified, prioritized and implemented

Makati, Philippines

Role: Data Center and Command Center/ Enterprise Monitoring/Job Scheduling LeadGroup: Global Business Process TechnologySummary: Command Center manages all the SCJ infrastructure, monitoring (servers, storage, networks and batch jobs), Datacenter access to different regions, and production control of the batch job scheduling. Command Center must ensure that the SCJ services and platform are up 24x7. We must ensure that any (potential) incidents are detected and managed as quickly as possible and managed to ensure quickest service restoration time.• Reports to the Global Datacenter Manager. • Act as a Critical Incident Manager during P1 Critical Outages.• Manages a team of (4) Data Center Analysts in Manila. Responsible in developing strategy with the team to reach its goal. Manage day to day operations and monitor team member’s performance and develop their training development. • Works closely with different Technology Service Owners as the point of contact for escalation of issues. Acts as Point of Contact in Manila for all Datacenter, Enterprise Monitoring and job scheduling concerns. • Responsible for maintenance of operating standards, database management for Tivoli and security, hardware installation.

Run reports against servers to verify proper configuration and error free conditions. · Administer users and AD groups for server administration.· Check status of Proxy services for errors and updates/maintenance of Smart Filter proxy services.· Assist in network audits by providing documentation to support server compliance.· Documents evergreen compliance tasks to assure IP compliance.· Maintain server documentation for security services running on servers.· Run daily health reports on servers and look for anomalies. Anomalies will require triage and service desk ticket if required.· Update and validate DHCP services running on servers.· Add static DNS entries for network deviceserform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.· Perform regular security monitoring to identify any possible intrusions.· Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary. Perform regular file archival and purge as necessary.Create, change, and delete user accounts & groups per request.Grant and remove access to server and related resources.

• Provide permission access to on-shore Retail clients for more than 70 applications and platforms• Creation of User Accounts on Active Directory Users and Groups.• Work with project managers of new globalization work streams and the Retail Citrix team to develop access profiles based on the business requirements of the project.• Serve as a liaison between clients and other technical groups to resolve access issues• Initiates, Performs and Handles Escalation Procedures.• Prepares monthly report of team’s performance metrics• Work to ensure the Retail AD environment is in compliance with corporate IT policies and standards, as well as best practices.

• Provides effective Level 2 production support including accurate problem identification, ticket documentation for all Desktop/Laptop and Citrix issues for Manila and other sites (Houston, Arlington, Costa Rica and India)• Serves as a liaison between clients and vendors or other technical groups to resolve LAN and desktop problems.• Takes the lead in Blackberry support for RFS IT Engineers that includes deployment, configuration and synchronization of email accounts. • Articulates the business value and impact of technical and non-technical information and decides when and how to escalate issues.• Delivers project and process documentation for small to medium projects and drives compliance with structured Project Delivery Process.• Complies with accurate and on-time performance of administrative functions including time tracking/reporting, accomplishments, inventory/asset management and managing work queue.

Manila, Philippines

Technical Lead (voice, Blackberry,servers) for three P&G Sites• Level 2 Support for all Desktop/Laptop/Blackberry/ Telephone/LAN issues• In charge for the maintenance, support and administration of more than 2000 users in the network• Support, Maintain/Monitor and Configure server and network related issues in a Global Group WAN Infrastructure in Windows Platform.• Assistance for the troubleshooting of (TCP/IP, VLAN, Router and Switches/Hub) problems.• Implemented and Administered Microsoft® Windows® 2003 Active Directory Services, Backup Directory Services, File Server Services, Printer Services, Network Infrastructure• Implemented, Configured, and Administered Microsoft® Windows® 2003 Servers• Performed and Administered Microsoft® Windows Native Backup• Installed, Configured, and Administered Microsoft® Windows® XP Professional Desktops• Scheduling/ Rescheduling of tape backups/ restores according to priority.• Troubleshooting in case of hardware issues relating to Libraries, Tape drives, HBA cards, etc.• CAR/BAR (Client/Back-office Asset Refresh)-In charge of upgrading and migration of machines (Computer/Network Systems)• Installation and configuration of Printers (Ink/Laser jet, Dot Matrix and Print Servers), PDA problems and other PC related peripherals and accessories.• Disaster Recovery• Backup Management, Reporting and Recovery on a daily, weekly, and monthly basis• Installation of Windows server 2003 to the servers in the Data Centers (DHCP, DNS) and maintain it to be up and running 24/7 • Performs Raid configurations on servers such as RAID 5, RAID 1, RAID 0, RAID 10 and RAID 5.0• Coordinate and schedule necessary repairs with server hardware vendors, as needed insuring that all repairs are completed in a timely manner.• Daily monitoring of all IT incidents by the use of HP Openview Servicedesk.• Ericsson Wireless Digital telephone set-up and troubleshooting.• RIM Blackberry setup and troubleshooting.