Walter Zajac Email & Phone Number

New Jersey, United States

New York City Metropolitan Area

Nyc, Ny

Lic, Ny

Responsible for the implementation, performance, and effectiveness of the Problem Management Process.

New York, Ny / Nutley, Nj

Ensured that standardized procedures were used for efficient and prompt response, analysis, and documentation of incidents. Provided visibility and communication of incidents to business and IT support staff. Ensured that problems were regularly and properly classified and identified. Confirmed that workarounds documented and communicated to incident management function. Established well-defined and relevant KPIs for Problem Management process.• Reduced impact of outages, using professional approach in quickly resolving and communicating incidents when they occurred.• Established internal global service forum with goal to reduce number of incidents impacting internal staff; project was accepted with enthusiasm and recognition from business and senior management. Within only few months since the inception we were able to identify and address root causes of many recurring incidents.• Rolled out managed incident process to business units outside of core IT organization, bringing benefits of incident management process to a large part of organization; also allowed for a higher quality output from incident management to problem management process.

Nutley, Nj

Supported TR Nutley data center and applications hosted in it; team responsibilities included monitoring, troubleshooting, and incident management for CSE equipment, IT infrastructure (3K+ devices including DNS, Active Directory, Storage, Routers, Switches, Tape Libraries, Servers, web, application, database). Supported products and services, including TR Knowledge, TR Knowledge Direct, Asset4, Reuters Research API, Reuters Fundamentals, and Reuters Estimates. Managed knowledge base and continuous improvement process. Managed IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.• Reduced necessary headcount 30% through automation, reducing incidents, and monitoring enhancements. • Increased FLS incident resolution rate from 40% to 80% through knowledge management and team development.• Managed successful transition of team responsibilities to teams in low cost locations while ensuring quality of support provided.• Designed and implemented AWS / Azure support model for TR products hosted on public clouds.

Nutley, Nj

Managed day to day operations of 25k sq. ft. data center hosting critical services and applications. Maintained optimal availability and performance of data center systems located in Thomson Reuters Nutley Data Center. Managed IT department operational planning, including business requirements, project planning, and organizing and negotiating allocation of resources. Managed IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions. Ensured adherence to all established guidelines and management practices for employees. Coordinated maintenance activities with Critical Engineering group. Oversaw business continuity and disaster recovery planning and testing. Prepared data center for external audits (ISO 9001, 27001) and managed warehouse. • Established and maintained regular written and in-person communications with internal clients, reviewing SLAs, discussing incoming projects and any other relevant issues.• Mentored Shift Manager through planning and executing full power down test of TR data center; all of services provided out of data center were available according to test schedule.• Implemented Quality Control procedures, ensuring full compliance with Service Level Agreements; service improvement received very positive feedback from support partners.

Nutley, New Jersey

Managed 24x7 operations team for major technical center; team was responsible for monitoring and troubleshooting Thomson Reuter’s data and services delivery systems (RMDS, DSE, RKD, RK). Supervised First Level Technical Support for applications and data center IT infrastructure. Acted in role of incident manager during major incidents. Participated in post incident reviews and problem management efforts. Prepared Knowledge Management database for ISO 9001 and 27001 audits and was responsible for administration of management systems (Argent, Tidal, Formula, HPOview)• Facilitated transition and merger of multiple FLS teams, retaining 95% percent of employees when team was moved from NYC to NJ.• Managed migration and consolidation of monitoring and management systems, cutting number of management systems in half.• Planned and executed power down test of data center, receiving very positive feedback about test from senior management and stakeholders. • Instituted Operations Acceptance Testing for services supported by internal team, resulting in team being better prepared to address incidents and to reduce outages.• Reduced number of monitoring alerts 60% through monitoring improvements.• Instituted process of internal training through “lunch and learn” classes with subject matter experts.

Greater New York City Area

Master Of Business Administration (Mba), Management

Bachelor'S, Business Administration -Mis