Adam Barber Email & Phone Number

Douglasville, Ga, Us

Coral Gables, Florida, Us

Managed a team of 8-12 data center operators/engineers that supported all production, customer facing products/platforms. Provided additional management support for the Incident Management team of 4-5 agents adhering to current ITIL processes. · Adjusted scheduling to ensure 24/7 physical coverage in the Norcross data center during the COVID pandemic.· Merged Data Center Operations, Incident, Change and Problem Management teams into one Operations Center.· Reduced critical (P1) incidents by over 40% year over year.· Created new incident notifications via OnSolve and JIRA platform API integrations to provide a higher level of transparency to the business.· Implemented PagerDuty and Digitate Ignio event management and on-call solutions utilizing AI Ops and machine learning to reduce overall MTTR (Mean Time To Restore.)

Atlanta, Georgia, Us

Directed overall quality and consistency of services rendered across all global business operation centers. Maintained the Order Management team produces invoices were accurate and timely. Led quality and SLA compliance of services performed by outsourced resources. Monitored all KPIs across all Business Operating Centers (BOC), both retained and outsourced. • Partnered with cross-functional teams accelerating advanced invoicing, which led to 20% increase in free cash flow over the same period prior year and 15% the following year.• Established structures that enabled continued acceleration for advanced billing, resulting in $53M more in 2020 than 2019.• Assisted multi-disciplined teams to create the accounts receivable “Tiger Team” reducing backlogged invoicing and leading $80M reduction from Q1 of 2020.• Collaborated with global process owners in removing causes of cancel and rebill invoicing, lowering volume of disputes to less than 0.1%.• Developed end-to-end reporting capabilities on Tableau platform, increasing visibility across all BOCs (e.g., real-time dashboards instead of reporting that was already aged for more than 24 hours.)

Atlanta, Ga, Us

Facilitated incident management for voice, streaming video, email, and broadband teams with a focus on change management for newly syndicated voice platform. • Delivered provisioning guidance and reporting for initial migrations and cap and grow efforts.• Identified architecture design error, tracking customer impact, and developing workable alternative solutions.• Contributed detailed Visio network architecture diagram with links to other OneNote and SharePoint resources, enabling a consolidated view for all platforms (i.e., voice, data, video, etc.)• Created proactive monitoring through HTTP error messaging from internal middleware to outside vendor systems.

Atlanta, Georgia, Us

Led team of IT agents to provide user support, change management, and tech design for a local travel company. • Collaborated with senior management and reservation software vendor contacts to ensure smooth updates and sprints.• Supervised database, reservation software, and web servers in AWS cloud, ensuring minimal downtime for reservations.• Administered ZenDesk CRM for entire company/all departments.• Led consolidation of three offices into one, migrating from ININ to Avaya PBX and facilitated fiber cuts ensuring 0% downtime.• Cleared aged and backlogged tickets reducing first contact resolution by over 300% in the first 90 days.• Led automated migration efforts from IMAP to Microsoft Hosted Exchange reducing timeframes by over 93%.

Armonk, New York, Us

Managed team of 10+ NOC engineers to support the production environment on a 24/7 basis. Ensured timely management of the Clearleap production and pre-production environments. Drove accountability for fixes from Operations to Engineering. • Drove change management activities, including formation of a Change Advisory Board (CAB), Request for Changes (RFCs), and maintenance of the change schedule (e.g., emergency release/rollbacks and sprints.).• Led problem management process, facilitating root cause analysis and postmortem corrective action plans.• Created cross-departmental service level matrix and internal system migration initiatives, improving 1st time response 35+%.• Designed team wiki internal site and provided weekly key point indicator service-level reports.• Administered ZenDesk CRM for entire company.

Atlanta, Ga, Us

Managed a team between 10-14 agents for configuration changes for the Total Cloud Phone System™, Total Cloud Data Center™ and the Total Cloud File Storage™ applications.• Became manager after only the first nine months of the team existence.• Intimately involved in product development, including cross functional business requirements, user acceptance testing and voice architecture.• First to ever complete a team quality assurance score of 100% in the company’s history based off of several metrics including service level agreements, first call resolution, and average handle time to name a few.• Total Cloud™ Data Center (TCDC) service won the TMC 2013 Cloud Computing Excellence Award for cloud-based innovation.• Total Cloud Phone System Recognized as Small or Medium Business Service of the Year by Best in Biz.• Co-designed auto assigning script for ticket distribution among the team members which reduced operational cost by roughly one agent.

Atlanta, Ga, Us

Processed configuration changes for the Total Cloud Phone System™, Total Cloud Data Center™ and the Total Cloud File Storage™ applications.• With a small team of only three engineers, we averaged the highest levels of transactional surveys than any other team in the company at over 90%.• Continued supporting customer base growing at an exponentially rapid rate of 53 percent month over month as of June 2013.

Atlanta, Ga, Us

Supported a private network to provide IT and communications services to more than 60,000 small to medium sized business throughout the United States. Supported more than 30 applications, including local and long-distance voice, Internet, mobile, voicemail, MS Hosted Exchange email, web hosting, fax-to-email, data backup, file-sharing, virtual private networking and cloud server applications.• Configuring Cisco Integrated Access Device routers for small to medium sized business needs.• Beta tested Cisco/Oracle CTI CRM software.• Created macro scripting to analyze network traffic in real time in order to isolate over utilization of circuits.

Sioux Falls, Sd, Us

Supported over 1.9 million hotel rooms representing 9,300 hotel properties worldwide for a leading provider of media and connectivity solutions designed to meet the unique needs of hospitality, healthcare and other guest-based businesses.• Provided network support for more than 225,000 hotel rooms with broadband solutions.• Configuring Cisco switches for different VLAN’s depending on business needs (Muzak systems, security cameras, etc.)

Atlanta, Georgia, Us

Managed network access for all internal employees of the company, both outsourced and non-outsourced. With only 5-7 agents on the team (down from 12-14 last year) we maintained industry leading service level agreements over the past year while supporting up to 10,000 employees (up from 6,000 for the previous year) worldwide while working 7 days per week without closing for a single day.Processed over 44,000 incidents and requests since January 1, 2006. Provided first point contact support for more than 70 different internal systems, hardware and software applications, and databases for over 75 locations worldwide for the second largest ISP in the country by membership and national footprint. • Managed VPN, audio conference bridges, and internal telecommunication switches.• Co-designed the Knowledge Base• Beta tested the RSA VPN token solution.• Maintained industry leading service level agreements and management.

Atlanta, Georgia, Us

Skilled Specialist – Technical Support – Strike Team (2004 – 2005)Provided multiple contact proactive support, Ticketing Response Operation Network, satisfaction survey response, executive relations, remote assistance, and spy ware and virus removal. Support ranged from dial up networking, ADSL residential, cable, satellite, home networking, vendor relations and certain elements of the back end of the EarthLink Personal Start Page and web mail.• Took over reporting and analysis for the Strike Team• Supplied customer billing procedures training for the Strike Team• Managed inbound call canvas• Designed the Microsoft Anti Spy ware virtual application web pages• Beta tested Spam Blocker, Parental Controls, and the Pendulum system• Reduced operational cost by spearheading the call failure rate, and network disconnect project.• Maintained 100% satisfaction on customer surveys for the month of May 2005.

Atlanta, Georgia, Us

Dedicated Business Access Support RepresentativeProvided customer service and sales for over 20,000 Business DSL customers. Provisioned and repaired EarthLink’s ADSL Business product. Used technologies such as IDSL, SDSL, and XDSL (DSL over T1.)• Asked to manage all cancel requests that were made because of my previous customer retention experience.

Atlanta, Georgia, Us

Handled customer service issues during the Mindspring and EarthLink merger.

Ba, It

Assoc., Computer Information Systems