Supported State Street Corporation. Acknowledge initial notifications for Major Incidents via xMatters paging tool (phone/text/email). Identified a clear problem statement, affected service (Illumio/F5/Infoblox/Palo Alto/WAN/IPT/Jabber/Webex/IronPort/Zscaler) or Line of Business and the level of impact. • Validated the customer’s network connectivity and network devices including Cisco Nexus 9k Switches as well as ensure Tier 2 / 3 support validated Cisco ACI and VXLAN. • Ensured correct support teams are engaged and following proper escalation procedures. Provide leadership during active bridge calls as well as with the internal Slack/Teams chats. • Maintained a detailed account of ongoing outages and provide clear status updates via the Major Outage Notification Tool. Documented actions taken during the bridge call and provided the framework for Postmortem Reports. Assist with Problem Record tasks.• Attended internal and external calls to discuss ongoing issues and review the Major Incidents.• Maintained spreadsheets and reports that are used to data mine and identify trends for MIs as well as non-MI tickets which have led to improved automation enhancements. Identified and resolved orphaned tickets between Service Now and ETMS, validate escalation times to the various support teams which improved overall response times.• Reviewed customer SLA data in Trust to identify contractual SLA Misses and submitted for valid exemptions. • Supported the customer 24x7 via on call status when not on shift. • Decreased Major Incident times over year to year.

Managed major incidents for the Target Corporation. Created the initial notifications for Major Incidents• Established bridges and directed incidents towards a resolution. • Engaged stakeholders, technical support teams required to resolve the incident. • Documented incident resolution and updated internal teams and Target to resolution. • Assisted the NOC and Tier 2 on rollouts and upgrades.• Regularly provided 24-hour support for off-hours coverage via on-call support.• Maintained a detailed account of ongoing outages and communicated clear status updates to the customer via internal tickets and email.• Communicated effectively, both verbally and in writing with the customer and management.

Monitored Verizon Global Internet network as member of the Global Network Operations team. • Facilitated resolution of issues in upgrades and maintenance with Terminal technicians. • Engaged with LECs, PTTs, Third Party Vendors as well as internal organizations to isolate and resolve outages. Aggressively escalated with internal and external parties for status and resolution to maximize customer uptime.• Worked major outages in the network.

Worked in a Managed Network Center on the Capital One Bank network, supporting their local bank branches and three Corporate Data centers. • Monitored the customer network and assisted in upgrades and regular maintenance. Implemented nightly changes and assisted Capital One on high severity issues to resolution. • As Shift Lead for multiple Managed Services NOCs, managed workload, utilized tools such as Automated Ticket Distribution (ATD) and Automated Call Distribution (ACD), accepted customer escalations, and communicated with appropriate management teams. • Assisted the Manila NOC as Lead Technical Engineer.