Warren Hendricks Email & Phone Number

Alpharetta, Georgia, United States

• Validate, verify, and understand customer-reported and customer-impacting issues.
• Identify, investigate, and solve issues throughout the various environments based on metrics, monitors, tools, and other lenses into operations.
• Active member of performance tracking and triage team reacting to critical alerts.
• Update and monitor unresolved tickets using internal tools.
• Communicate effectively with multiple stakeholders to drive permanent resolution to all escalations.

Atlanta, Georgia, United States

• Worked with team members and customers to complete aspects of the implementation life cycle for testing, deployment, documentation, and customer support.
• Used organizational tools along with sound judgment to make reasonable assumptions and decisions.
• Directly collaborate with customers (internal and external) to prioritize and schedule installations of software and upgrades.
• Worked with cross-functional teams to ensure upgrades were correctly staged, evaluated, and implemented into the proper environments.

Greater Atlanta Area

• Manage the CAREWare/e2Fulton data collection software system and prepare reports to assess the impact of Ryan White Program funds.
• Provide technical assistance and training to providers/agencies on research, evaluation, and information systems activities.
• Review program reporting requirements and current data collection systems in order to ensure efficiency; design source and output documents; develop schedules; provide training for staff members and providers when new.
• Review procedures for the reporting of data by providers; institute methods of monitoring data received in relation to timeliness, completeness, and accuracy; design and implement procedures and programs to update.
• Maintain user and data security of the system.
• Develop plans and requirements for new system enhancements.

Greater Atlanta Area

• Monitor the company’s network and applications to look for anomalies
• Handle customer inquiries regarding the company's global network.
• Manage tickets assigned to Tier 2 and 3 support teams.
• Manage and resolve issues with troubleshooting and escalations. Train support personnel on operational tasks.
• Look for ways to improve effectiveness and efficiencies within the NOC.
• Assist personnel with incidents and ensure proper procedures are followed.

Greater Atlanta Area

• Provided production support for an IT system/application which was used to provision and provide services to AT&T Lightspeed customers
• Responsible for receiving incidents and requests from users, analyzing and responding to the user with a solution, or escalating issues to the other IT teams.
• Responsible for managing error queries/exceptions handler in resolving errors whether they were generated by automation or manually, answering questions & debugging issues that were reported by various clients.
• Gathered details and information related to production applications to determine vulnerabilities of applications and sent reports to management personnel.
• Gathered and analyzed data using business knowledge of applications to determine actionable items that helped produce measurable results providing business value.
• Investigated outage details of applications to determine the root cause and sent reports to management identifying issues.

Greater Atlanta Area

• Performed application monitoring, application problem management and resolution, application implementation, and tuning and configuration of application and infrastructure components in a production environment.
• Managed suite of applications. Supervised a team of seven managers and technical analysts with primary responsibility for production support and maintenance development.
• Coordinated maintenance and support of technical issues and coordinate problem resolution.
• Responsible for uptime and availability of supported applications and managed deployment of application upgrades.
• Integral in defining strategy and setting technical direction for applications as related to technical analysts by prioritizing work, identifying areas of improvement, and developing action plans for issues impacting.
• Worked closely with development and client/customer organizations analyzing business problems, recommending solutions, and directing high-level system requirements to prioritize projects.

Greater Atlanta Area

• Manage a suite of applications and supervised a team of managers and technical analysts with primary responsibility for production support and maintenance development.
• Serve as technical manager for the team to include creating preliminary and detailed designs, providing hardware and software evaluations, coding, and testing.
• Provide functional expertise for production issues and participated in production-related meetings.
• Work closely with client organizations analyzing business, network, and provisioning problems, recommending solutions, and implementing and testing changes.
• Worked with all necessary network applications and engineering groups ensuring application complied with business requirements and that network elements function according to specifications and design.
• Set technical direction for application as related to technical analysts by prioritizing work, identifying areas of improvement, and developing action plans.

Greater Atlanta Area

• Analyze customer requests and requirements for new development or enhancements to existing systems.
• Responsible for designing, analyzing, developing, coding, testing, and maintaining computer programs
• Provide On-Call Support responsibilities on a rotational basis.

Greater Atlanta Area

• Participated in enhancing company's International Callback Service.
• Designed rate maintenance function for customer service representatives.
• Responsible for developing programs, testing programs, debugging programs, and subsequently transferring code to production environment for installation.

Greater Atlanta Area

• Designed enhancements for Intranet Interface System, Cross Bank Operator Maintenance System and Parent/Child Bank Maintenance System.
• Handled analyzing, programming, and testing code enhancements.

Master Of Arts (M.A.), Leadership Studies

Bachelor Of Science (B.S.), Computer Science