Initiate and lead collaborative discussions around business requirements for process improvement and automation of bank processesInvestigate the business systems (Field names, libraries, and other mapping required for automation)Write basic code for workflow functions using banking system, JHA Enterprise Workflow allowing systematic decision making and maintenanceApply quality assurance standards for testing and acceptance of workflow designsDocumentation of all workflow coordination efforts from request through deployment to production

Drove and delivered CO+I Field Operations Services’ related cross-discipline programs and projects to established milestonesDeveloped shared strategies and clarified expectations for scope and scale in established areas to achieve shared objectivesBuilt business cases for long-term, cross-discipline solutions that incorporate the impact of solutions and recommend ways to mitigate riskProvided thought leadership and subject matter expertise related to the delivery of datacenter-centric services, solving complex issues between remote and on-premise support personnelLeveraged local subject matter expert's tribal knowledge, spread adoption of best practices, and exposed best practices to the Operations Management Center and datacenter field teamsActed on opportunities to increase agility, and contributed to workstreams to evolve processes, services, and solutions for Operations and Service Level Agreements for CO+IDelivered business and service review communications across varying teams and levels of management/leadership in CO+I, to evangelize and support Field Operations Services deliveriesMaintained technical proficiency in tools and procedures relative to datacenter centric disciplines and supporting functions (e.g. Staff modelling, workforce management, etc.)Coordinated closely between datacenter field operations teams and remote Operations Management Center staff to foster alignment and partnerships for business success

Lead and implement all aspects of Problem Management to enhance team productivity Proposed and implemented IT process improvements and best practices. Reported to leadership team on any issue that could have significantly impacted the business. Acted as a further escalation point for unresolved or escalated problems globally (US, EMEA, Aus).

Primary duties consisted of all aspects of Incident/Problem/Change and Knowledge management to enhance customer and end user productivity and satisfaction within published SLA’s. In addition to Incident/Problem/Change and Knowledge management, proposed and implemented Service Desk process improvements and best practices to ensure there was an efficient flow of tickets through Service Desk (Tier 1/Tier 2).

My main responsibilities consisted of creating frameworks to help the MCIO Service Engineering team to self-manage in addition to program managing in a lean, repeatable fashion to support large Operation projects that needed to be accomplished. As part of this, I would routinely educate the Service Engineering organization how to utilize the frameworks, work to establish automated reporting, and continually monitor and improve upon the processes.

Performed SLA reporting for Business Productivity Service Operations‏ (BPOS-S) incidentsWorked to resolve bug\​defect queue with stale and orphaned bugs.Analyzed incident queue, data to come up with different ways of tackling queue backlog.Reported on a daily basis on the actions taken and progress made to reduce service delivery bugs.Monitored incoming flow of incident to identify holes in the bug creation & escalation process.Identified and fixed any documentation or processes to set the correct properties of the bugs that were being generated and escalated.Worked with different Operations teams to on-board process/documentation changes.

Provided immediate response to incidents meeting entry criteria Handled moderate to complex incidents including Significant Events and Sr. Leadership communications.Engaged other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets.Documented incident details per exit criteria to Problem Management team.Communicated incident status to various levels of the organization as outlined based on SLA targetsIdentified opportunities and lead process improvement initiatives, including the creation and implementation of new processes. Mentored Associate Incident Managers regarding all facets of the Incident Management role.Drove higher level escalations with operational support groups and suppliersParticipated in after hour on-call rotation and weekend change shifts.

Managed all technical aspects of relationship with 20+ assigned customers. Collaborated with the sales and business account management teams to secure new business, increased sales to existing customers. Provided top-quality technical service before and after a sale or when a customer was on-boarded to maintenance. Able to create a high level of customer satisfaction and strengthened existing customer relationships.

Worked with external clients in a technical support capacity, to facilitate the resolution of application errors and bug fixesWorked with internal teams in a project management capacity, to facilitate the resolution of application errors and bug fixesCommunicated and engaged with clients, end-users and IT staff to isolate, troubleshoot and resolve configuration and network connection difficultiesDeveloped and maintained technical documentation (User Guides and KB articles) pertaining to software/hardware configuration, installation instructions, support procedures, and other related information, as directedPerformed Managerial duties when current manager was away from officePerformed technical interviews for Application Engineer and NOC positionsWorked with management to refine statistical reportingWorked with management to improve processes and procedures for Application EngineersMentored Junior Application Engineers regarding all facets of the ORA product

Monitored for Fault on all TDOA True Position equipment at T-Mobile and Cingular NOC’sTroubleshooted faults, escalated issues and tickets to True Position TAC when necessaryCommunicated with market techs regarding issues and recommend fixes or work aroundsCreated and maintained documentation repository for known issues and workaround/fixesCreated daily logs of markets detailing Network Element uptimes and inventories

Supported 2G and 3G Wireless customers using PROSPECT, basic SunOS 5.8 System administration, Oracle 8i, 9i, and SQLPerformed problem resolution according to Service Level Agreements (SLA) to assure customer issues were resolved in a timely mannerPerformed CM for internal releases; Media preparation for distribution to customer baseManaged issues and projects using Support Works trouble ticket system; work as a liaison between Customer Support & Engineering while working on new releases or bug fixesPerformed onsite implementation of PROSPECT at customer sitesPerformed Q&A; Documentation review and software installationParticipated in primary and backup on-call after hours support Assisted customers with Change Management Control events for new PROSPECT releases and software upgrades

Supported 2G and 3G Wireless customers using CEOS IP Mediation application, basic HP-UNIX 11.00 and SunOS 5.8 System administration, Oracle 8.1.6/8.1.7/9i, SQL, and network connectivity support (TCP/IP. X.25)Performed problem resolution according to Service Level Agreements (SLA) to assure customer issues were resolved in a timely mannerManaged issues and projects using Clarify 6.0 trouble ticket system; worked as a liaison between Customer Service & Engineering while working on new releases or bug fixesProvided backup support for peer Product Support Engineers and oversaw 3rd tier primary on-call after hours support Performed Change Management Control events for new CEOS releases and software upgradesScheduled on-call calendar for Product Support EngineersPerformed Managerial duties when current manager was away from office Performed technical interviews for Product Support Engineer & Implementation positionsScheduled Change Management Control for Product Support Engineer groupWorked with management to refine statistical reporting used in quarterly business reviewsWorked with management to improve processes and procedures for Product Support EngineersMentored Junior Product Support Engineers regarding all facets of the CEOS product