Thomas Viola Email & Phone Number

Middletown, De, Us

Greater Philadelphia Area

• Coordinate and facilitate activities across multiple teams to develop a plan for the support model for CDVR (Cloud DVR) trials. This may involve developing new process and/or adapt/refine existing processes. • Lead triage issues for Cloud TV, during the various Technical and Market Trials. • Facilitate Regional Market Launch War Rooms and New Market testing support• Working with Production Support team, Business Operations, Technical Operations, Release Management, Market Trial team and development teams to develop and implement processes that would streamline Incident Management for X1 Platform / Cloud TV / Web and Mobile Applications• Manage Sev1/2/3 Production Incidents to resolution • Facilitate and Lead Root Cause Analysis / After Action Reviews and Executive Summary• Define, Collect and Publish key performance metrics for Incident Management as well as support for new product/platform rollouts• Identify requirements for tools, techniques and best practices that could be used to automate key processes, accelerate isolation of root causes, minimizes blind spots and provides management line of sight to status of the issues.• Actively work to resolve issues/incidents based on priorities by facilitating discussions and troubleshooting across multiple operations and development organizations• Utilize support tools: Splunk, pulling logs from the STB (Set Top Box), CDVR (Cloud DVR) Scheduler, Recording Manager, and scripting tools like PERL, Python and Sql.

Middletown, Delaware

• Manage day to day IT Production Support Dept operations for various Finance and Risk Management Applications and Manage Weekly Resource Schedule• Provide leadership to matrix operations team• Manage operations for grid computing environments (Datasynapse)• Actuarial application administration/support & daily system operations including level 1 & level 2 support.• Responsible /Manage the efforts of off-shore Support Team• Coordination with various internal and external IT resources for Production Environment Stability and change• Responsible for job scheduling & monitoring environments using Autosys solution• Review system performance data to address any SLA gaps, hardware/network issues, and provide recommendations around continuous performance improvements in Grid computing (200 dual cpu server grid) in 24x7 processing (Hedging /Actuarial) environment.• Analyze and resolve complex technical problems and implement solutions.L1 (Production Support) Focal:•Define Level 1 standard processes across all applications /departments for Financial Risk including: standardize application procedures, escalation procedures, health check documents, application on-boarding process, relationship management for L1 leadBCP and DR Focal:•Responsible for yearly DR tests and walk through for all applications / departments for Financial Risk including coordination with corporate DR and Financial Risk Leads to set dates to complete required DR tests and ensure DR documentation•Responsible for coordinating BCP tests and maintaining BCP plan Audit Focal: •Coordinate with ING corporate Audit Governance team on both internal and external audit activities •Responsible for maintaining SOX documentation, coordinating with Financial Risk teams on all audit requests, coordinating with Financial Risk teams on mitigating risk and maintaining appropriate controls, escalate and resolve audit initiatives and issues, manage timelines and prioritization

Wilmington, Delaware

Business Management Analyst – (System Development Implementation / Release Manager: December 2007 to 2011) (Technical Analyst Lead: Managed Workload for 50 + Resources' Production Support: 2004 - 2007)

Technical Certificate, Unix Systems Administration

• UNIX Operating Systems, Introduction • UNIX Operating Systems, Intermediate • UNIX System Administration

Technical Diploma, System Architecture / Business Management

- System Architecture - Program & Project Management - System Administration - Networking - Troubleshooting & Repair

H.S. Diploma