Senior Lifecycle Operations Engineer/Critical Stack Resume Alpharetta, GA - Hire IT People

SUMMARY:

Accomplished operations engineer leader with 20+ years diverse experience in information technology and telecom industries with a focus on service delivery and support, process improvement, and operations management. Recognized for exceptional customer service skills, dependability, problem ownership, and responsiveness. Adept at root - cause analysis troubleshooting, extensive people management and team leadership experience, and strong technical and collaborative problem-solving skills within an operational support model.

TECHNICAL SKILLS:

KEY SKILLS:

LeadershipProject ManagementTeamwork

CollaborationTechnical Analysis Problem Solving

Decision makingCritical ThinkingCustomer Service

AuthenticAdaptableSelf-management

EXPERIENCE:

Confidential, Alpharetta, GA

Senior Lifecycle Operations Engineer/Critical Stack

Responsibilities:

Provides Tier 2 IAM/2FA support for all Confidential divisions and customers, both internal and external.
Problem resolution, process improvement, and training/mentoring team members.
Creates SOPs, KBs, and process improvements.
Provides training for team members.
Incident/problem/knowledge management.

Confidential, Cartersville/Kennesaw, GA

Project Manager/Service Delivery

Responsibilities:

Project management for SaaS execution for data, voice, email, and billing integration services within DOCSIS and fiber networks.
Accountable for resource allocation and project planning for successful implementations, decommissions, multifaceted restructures of broadband networks as well as hardware/software configurations and troubleshooting, user account management, IP management, and training both internal employees and external clients.
Managed email migration of 100k+ mailboxes/150+domains from Google to OpenSRS, including coordinating DNS changes and subscriber communications; branding and configuring email domains.
Completed 80+ successful data/voice projects of varying complexity.
Team SME for email and data projects.
Created training documents for clients, end users, and team training sites - Google Sites and SharePoint.

NOC Supervisor

Confidential

Responsibilities:

Responsible for hiring, training, and directly managing 12-15 employees in a 24x7x365 network operations center in addition to continuing tier 3 support duties listed below (as needed) and acting as an internal and external escalation point.
Processed, Approved, and Scheduled Change Management requests.
Established processes, procedures, and technical documentation for employees.
Created and maintained Google site for department training and informational documentation.
Designed and implemented Business Continuity Plan.

NOC Analyst

Confidential

Responsibilities:

Acted as a central point of communication and escalation for internal and external network or software issues via inbound/outbound calls and ticketing system.
Provided Tier 3 support for DOCSIS and LAN/WAN networks in a primarily Cisco environment, including proactive monitoring via NMS, troubleshooting, and making configuration changes.
Worked with customers and circuit providers to facilitate outage repairs to support SLAs.
Monitored and provided support for circuits, networking equipment and RF variables (SNR, DOCSIS levels) for 250+ broadband providers - across the US and in multiple other countries.
Incident/problem/knowledge management.

Technical Support Engineer

Confidential

Responsibilities:

Inbound/Outbound calls with end users, field technicians, office personnel, and various contacts to resolve complex issues with broadband internet, email, and VOIP services.
Established support/training documentation and flow charts for Tier 1 & 2 employees.
Performed call tracking and documentation.

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Senior Lifecycle Operations Engineer/critical Stack Resume

Alpharetta, GA

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