Susan Warner Email and Phone Number

Provide direction for 5 Operational Support teams.Operations Incident Management Teams:• Incident Command – o Multiuser incident triage process definition. Including systems that support customers and employee services. o Team collaboration with internal IT and Product partners to triage and mitigate major issues. o Vendor issue triage engagement. o Issue impact communications and enterprise reporting. o BAU Process creation to optimize issue triage and speed issue resolution times. • Problem Management – o Trend analysis to identify systemic and chronic issues so that Technology can stabilize functionalities that have been determined to be problematic. o Reoccurring incident tracking. o Long term fix planning.Change Management: • Governance for all production deployments. • Risk analysis using objective risk calculations. • Collision aversion. • Collaboration with IT partners to ensure hardware and software deployments are well planned and system stability is preserved.Disaster Recovery: • Coordination of disaster recovery test planning and execution. • Escalation reporting when risk is identified.Service Now Teams: • Tool support and enhancements. • Development using Agile sprint cycles. • New functionality implementation • Human Resources onboarding system implementation to provide efficiencies during new hire onboarding. • Dashboard creation for reporting. • Tool functionality optimizations to fully utilize existing functionality. • Workflow design, and work intake process model creation.

• Defined SDLC processes, playbooks, and optimized implementation and communication strategies to increase project roll out effectiveness and efficiency, and provided a departmental cost saving of $1.7 Million.• Created physical and virtual spaces for production support. Defined production support processes for NOC teams.• Managed teams of large production environments that required 24x7 support. Utilized on shore and off shore resources to provide continuous support. Defined support processes that provided cost savings to the company.• Planned overnight maintenance windows for production deployments and troubleshooting.• Implemented tools for Production Operational support, alerting, and system health monitoring.• Conducted postmortem analysis to identify inefficiencies, gap analysis, and process improvement opportunities.• Allocated engineering resource assignments for multiple simultaneous projects. • Directed and advised teams during software development, testing, issue triage, production deployment, trials, and operational support.• Generated reports and project status updates for executives and the Program teams.• Defined milestones and dependencies for the Program.• Defined Change Management processes.• Collaborated with cross functional interdepartmental teams. Led End to End (E2E) project efforts.• Managed full-time employee and contractor direct reports working both onshore and offshore. Adjusted team sizes according to business needs. Teams consisted of up to 17 direct reports.• Managed vendors using scorecards and Key Performance Indicators (KPI’s) to determine effectiveness, improvement opportunities, and Return on Investment (ROI). • Implemented vendor scorecards and defined KPI’s to determine success measurements. • Collaborated with Marketing, Customer Support, Field Techs, Training, and OPS Tiered Support. • Estimated predicted budget spends per project. • Reported and acted as a speaker at Executive committees.

• Developed systems and provided recommendations and leadership for system improvements. • Served as the leader for troubleshooting efforts for End to End system issues with partner teams. • Manipulated Web Services inputs and outputs for testing.• Defined milestones for Project Management and authored playbook for installs and upgrades. • Built the client servers for End to End environments. Integrated software with existing systems.• Installed code for field and lab environments.• Constructed labs, swapped end of life servers. • Configured channel maps on the DNCS.• Used squid logs, Imprint stats, MRS logs, tcpdump traces, during troubleshooting.• Triaged post deployment production and lab issues.• Analyzed IP routing using ping, traceroute, telnet, tcpdump, ssh, and other scripting to troubleshoot network and data issues. • Created and manipulated automated script accounts. • Scripted simulated backend calls using Redhat Linux to invoke TVCID banner simulations. • Managed testers, test activities and schedules. • Analyzed and documented data flows. • Reviewed technical and business requirements with Strategy, Development, and Product teams. • Maintained ICOMS billing system accounts with focuses on STB inventory, account modification, service code provisioning, and customer charges. • Scripted using Redhat Linux to invoke TVCID calls.• Connected NPT servers.• Conducted Firewall and network traffic analysis including packet prioritization.• Wrote detailed Dayplans for production deployments.• Coordinated overnight maintenance window activities. Performed MW upgrades and installs in production.• Conducted and documented detailed Site Surveys, to prepare for production software installs.• Presented plans for installs to senior leadership and the targeted sites.• Communicated assumed risks.• Wrote roll back and failover plans.• Conducted production issue triage, and worked with developers to create fixes.

• Created and maintained the company website.• Served as Project Manager and acting liaison between employees and outside agencies.• Installed the accounting system.

• Wrote and maintained web pages using HTML, DHTML, JavaScript,• Utilized creation tools including RDBS and FrontPage.• Installed and tested new software applications.• Wrote technical reviews for hardware and software applications.