Charles Hayes Email & Phone Number

Texas, United States

Montpelier, Vt, Us

• Responsible for tracking, ownership, resolution, and documentation of all network issues as well as network usage. • Troubleshoot and resolve routing/physical layer issues for network infrastructure. • Perform all maintenance that affects the network.Projects: Designed and implemented guest wifi network and re-designed staff network

Dallas, Tx, Us

Support various networking products and technologies such as routing, switching, firewall management, load balancing, WAN optimization and securityProvide Palo Alto firewall configuration, management, validation and supportWork with Vulnerability management team to update systems and remediate risks in the network environment Analyze network and related system performance, providing support as neededActively monitor and react to real-time network conditions to quickly identify and react to issues and outagesMaintains and updates network infrastructure including but not limited to load balancers, WAN Optimization, Wireless Controllers and Access Points, and SolarWinds.Prepares and follows detailed documentation, standards and guidelines, for data and telephony environments

Dallas, Tx, Us

• Assist in the design and implementation of enterprise-wide IT Disaster Recovery program.• Partner with IT Architecture and Operations teams to provide oversight to identify and remediate resiliency deficiencies.• Provide oversight to develop and maintain Disaster Recovery Action Recovery Plans and key initiatives.• Ensure the Bank meets all FFIEC Disaster Recovery guidelines and financial industry best practices.• Assist in the oversight of DR exercises, inclusive of tabletop exercises, vendor DR exercises, and full DR testing.• Track and report technology recoverability status, issues and resolution to upper management.• Identify areas for improvement by working with the technology owners to recommend changes to the DR strategies and procedures for their respective applications.• Mentor Jr team members on new technologies and how they work within the IT structure.• Provide 2LOD review and challenge of standard, policies, and procedures.• Promoted to Assistant Vice President after 4 months in initial role.

Dallas, Tx, Us

London, United Kingdom , Gb

Performed troubleshooting and fault isolation on the network. Oversaw tracking, ownership, resolution, and documentation of all customer / vendor backbone issues. Troubleshot and resolved routing / physical layer issues for customers, employees, and network infrastructure. • Ran global network with 4 people on a shift and resolved issues in a timely manner, increasing customer satisfaction and buy-in when issues ran longer than expected service level agreement. • Monitored network using SNMP monitoring software along with various in-house tools, addressing issues before customer became aware and identifying area where upgrades, additional hardware or circuits were needed. • Interfaced with other NTT operations centers for escalation and resolution of issues, generating quicker turn time for customer issues as well as improved performance of the network. • Performed scheduling / coordination of all maintenance that affected the network, minimizing any impact to the network to shortest time possible while improving overall performance of the network and enhancing network security.

Assisted Helpdesk in handling tier-1 requests by troubleshooting and fixing issues prior to opening ticket. Helped run cables, move PCs, set up new users, and install new assets. Provided recommendations on asset management improvements. • Worked with team to reduce customer wait time by making suggestions of newer technology available. • Leveraged experience with credit lending and knowledge of technology, which provided insight to customers.

Irvine, Ca, Us

Led team of 11 analysts. Assisted re-imaging PCs, running cables, moving PCs, and troubleshooting connection issues. • Reduced open service requests, which improved service-level agreements throughout department and company, lowering costs for department with more recovered vehicles and adding profit to company’s bottom line. • Supported desktop support personnel with handling tier 1 issues, reducing time helpdesk service tickets were open. • Leveraged technical knowledge and expertise to design and implement new processes, which enhanced team’s ability to work more efficiently with each other and other departments.

Richardson, Texas, Us

Maintain staff schedule, create new training materials and trained new hires in lending practices. Manage work flow of processing staff and help with career development. First line of escalation for phone/loan issues and tracked resolution of problems. Created reports, policies and procedures; also oversaw tasks assigned to other staff. Entered required loan documentation and members' requested term, due date, financed balances prior to funding loans. Controlled critical documents and establish loan closing. Managed incoming documents pertaining to loan applications, closings and monitor and maintain assigned loans. Worked with IT department to provide Wi-Fi access for employees that were attending college. Also provided assistance in moving PC’s, troubleshooting issues and provided ad-hoc technical assistance to end users in my area.

Managed Collectors work flow including write offs, daily calls, amount collected and accounts cancelled. Handled issues for four different regions and all customer complaints, provided support for sales team as well as account productivity. Worked with other departments to resolve service issues and was point of contact for all collection activities by outside agencies. Designed and worked with the IT department to implement an outbound call system that increased dollars collected which driving down costs.

Mclean, Va, Us

Responsible for partnering with Quality Specialists to research existing processes and monitor risks associated with business processes. Wrote and updated policies and procedures for collections practices to comply with state and federal laws. Worked with front line managers to provide timely feedback to improve quality scores and was subject matter expert point of contact in the department.