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.

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..
• 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.
• 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.

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.
• 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.

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.
• 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.
• 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.

• 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

• 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