Tom Macey Email & Phone Number

Northern Virginia

Ashburn, Virginia, United States

Ashburn, Virginia, United States

Reston Virginia

Incident and Problem Manager.• Created Post-Mortem Reports for any Incident that resulted in Financial, Reputational, Business or Operational impact. • Consulted with System Engineers, Software Developers, Information Security, System Administrators and Business units to collect the information needed to create these reports. • Presented Post-Mortem reports to Management • Reviewed and Tracked remedation Action Items.• Reported status of Action Items

Dept Of Justice

Tier II System Support and AIX System Administration at The Justice Management Division - Department of Justice.• Supported the JMD UFMS Application.• Monitor Batch jobs running on the Tivoli Work Scheduler (TWS) • Create TWS Jobs and Streams• Monitor System Performance• Create and Run SQL Scripts• Provide System Administration Support for Hardware upgrades and Testing • Rotate 24/7 on-call of support for all maintenance and installation activities

Support for US Courts.Tier II Help Desk Support. • Directly Support the US Courts Momentum application • Resolved Database and Application problems. • Provided weekly reports detailing Trouble Ticket Activity, cases opened, closed and outstanding. • Participated in Disaster Recover and Continuity of Operations Planning• Created and Ran SQl Scripts• Resolved User issues

Tier II Help Desk Support for the Blackboard Learning Management Software suite.• Permanent Tier II point-of-contact, within Blackboard ASP Services for Managed Hosting clients.• Escalated trouble tickets from Tier I to Tier II to resolve customer problems within the scope of our Service Level Agreements• Directly Supported the hosted Blackboard application by resolving Hardware, Database and Application problems. • Conducted systems audit and analysis, on the performance of the client's ASP environment that exposed problems with the Database and System • Scheduled project and status update meetings with clients to keep them informed of the status of their trouble tickets and upgrades • Provided timely and detailed reports of service outages to Application Administrators and Chief Technology Officers to explain the causes of an outage and the steps taken to ensure that the problem would not recur

• Led and motivated Tier I and Tier II Unix and Windows Administrators that provided hardware and OS support for Managed Hosting and Co-Location customers on a 24 X 7 Web Hosting Help Desk• Monitored daily, weekly, and monthly performance metrics to ensure that Service Level standards were maintained.• Authorized solutions to customer issues beyond the scope and authority of shift employees to expedite the resolution of customer problems.• Conducted Quality Control checks to ensure that the Support staff consistently met quality goals.

•Reduced costs associated with System Backups by changing suppliers and frequency of purchasing backup media.•Increased System Availability from 75% to 99.9% by working with IBM System Engineers toidentify and replace faulty hardware and maintain the release level of the Operating System•Provided Production support in a 24x7 Enterprise Environment for 38 regional offices that maintained 99.9% System Availability•Wrote and implemented Standard Operating Procedures for Disaster Recovery in compliance with FDA regulations.•Created and Maintained SLAs that ensured system availability and problem resolution time.

Manassas Virginia

• Performed Site Surveys to deploy the Defense Messaging System (DMS) application to DOD sites. • Created schedules and budgets for the design and installation of the Defense Messaging System (DMS) for the Department of Defense.• Reviewed Survey Reports to ensure concurrence with contract specifications • Conducted site surveys and created survey reports for the installation of DMS at DOD sites.• Performed Customer Briefings at DOD sites to explain the Installation Process• Performed Hiring, at monthly Job Fairs, and quarterly performance reviews for a staff of 30 • Travelled extensively to military bases across the US and Europe