Data Center Infrastructure / NETWORK SUPPORT PROBLEM MANAGER

• ITILv3 and ISA & D certified.
• Hands-on experience in various capacities of Computer Data Center Operations, Client Relationship Management and Network TCP/IP Infrastructure Support.
• Worked with internal and external clients to analyze business requirements using strong client relational and organizational skills
• Broad scope responsibilities for day-to-day management of Network Operations Center functions. Drive and own analysis of problem, ensure root cause and corrective actions are determined to reduce the number of incidences, thus increasing availability. Excellent understanding of general networking principals with emphasis on LAN/WAN infrastructure technology
• Experience working in a team-oriented, collaborative environment. Strong interpersonal skills, with a focus on customer service and a positive attitude.
• Managed and mentored a team of 14 direct reports in data center operations and the helpdesk activities that included encouraging and building mutual trust, respect, and cooperation among team members. Perform well under pressure.

TECHNICAL SKILLS

• Linux based applications.
• TCP/IP
• BMC event monitoring
• Middleware HP-blade server clusters
• Veritas server backups
• Windows XP/Vista/Wintel
• Netview/NETCOOL
• MQ-series
• Cisco IOS
• HPOV-NNM
• IBM Parallel Mainframes-z/OS
• TIDAL scheduler
• EMC- Symmetrix Storage
• MS Office suite

PROFESSIONAL EXPERIENCE

Confidential, July 2011 to Present
Project Based Technician - Short term assignment
Provide technical services in support of project work for Orange Regional Medical Center to support in-house IT infrastructure and problem management documentation. Work with project management team to implement defined technical activities in the installations of WYSE Thin Clients

Confidential, April 2011 to July 2011
Desktop Support - Short term Assignment
Installed and optimized HW/SW/Networking product and configurations at customer sites. Perform various Infrastructure task based on customers' needs. Performed teller image capture software copies and banking system application upgrade to a newer release. Performed check scanner installation and software upgrade for teller stations.

Confidential, New York, NY June 2008 to March 2011
IT Support
Responsible for software installs and upgrades when required by the company. Perform tape backups, procedure documentation and report printing, vendor contact. Participate in the identification of TCP/IP connectivity problems and incident issue and system application production problems. Other assignments requested by business manager.

Confidential, New York, NY October 1996 to March 2008
Sr. Data Center Infrastructure and Help Desk Problem Manager

• Management of staff for the follow-the-sun Network Operations Data Center (NOC), including creation of work schedules; day-to-day oversight of staff; development of staff training plans, including recommendations to the Director for staff recruitment.
• Coordinated staff efforts to identify, diagnose, and resolve complex Data Center MVS production batch and SNA TCP/IP connectivity problems, including routine review of Remedy tickets and post-mortem analyses, as well as drafting related reports. Hands on with CICS commands, TSO-SDSF, ISPF, CA7 & /11, IPL's, RMF, master console, RACF and other mainframe DASD components. Proactive network SNMP monitoring to detect and resolve problems and ensure uninterrupted operation of the SDC SFTI network, hands-on familiarity with HVAC, CRAC and UPS Data Center infrastructure systems.
• Developed policies and procedures for review and approval by managing director, to ensure smooth operation and problem resolutions of all Data Center Infrastructure issues. Developed regular metric reports on network performance, as established by management in consultation with technical advisory groups.
• As part of daily problem analysis, worked with Provisioning engineers, Application Development, LAN Engineering, Mainframe z/OS Systems and firewall groups and business units to identify risk exposure and task priorities, and in coordination with the Project Manager and/or Core Engineering team, managed routine adds, moves and changes to the Data Center Infrastructure as necessary.
• Continually looked for improvements to Data Center environment to enhance productivity and quality of service. Ensured all Incidents, Problem Investigations, and Known Errors were properly recorded, assigned and corrected in a timely fashion.
• Day-to-day management of relationships with Service providers, Account managers, Vendors and departmental functional areas.
• Participated in key strategic meetings regarding the divestiture of the clearing business to DTCC, ensured continues day-to-day management of relationships with customers to ensure positive relationships, referring to Director items requiring policy input, negotiation, or escalation.
• Managed production IBM MQ issues, analyzed and collected technical information concerning description and causes of incidents with MQ message transmissions, stopped and started queue channels, reset sequence numbers, monitored all clients queues, contacted brokers with retransmissions of queue messages, monitored queue depths, shutdown Candle Portal and MQ applications during maintenance, .
• Familiarity with production applications SDLC development cycle initiatives.
• Familiarity with MOF-SMF while utilizing active directory RMS function.

Confidential, Rochelle Park, NJ June 1990 to October 1996
Data Center Shift Manager

• Managed a regional Data Center providing mission-critical service to all information systems and business process to EDS financial clients, directed Data Center activities comprising of three rotating shifts.
• Worked with the Data Center technical teams to ensure control of incident time lines and discuss with senior management about resolution times.
• Responsible for ensuring progression of all incidents/problems/changes according to account specific SLAs.
• Ensured requests and incidents are logged and assigned an initial diagnosis; prioritize incidents and route to appropriate owner for resolutions. Participated in Disaster Recovery, QA Testing and UAT testing.
• Evaluated, researched, negotiated and proposed a series of Tandem training courses for help desk personnel. The budgeted amount allocated was $100,000, the successful implementation resulted in a total cost of $95,000, realizing a savings of $5,000, and a result in a more efficient problem solving team and enhanced customer service.

EDUCATION, CERTIFICATE & PROFESSIONAL DEVELOPMENT:

• Enrolled in CCNA program
• Microsoft Learning - Windows Server 2008

Attained Bachelor of Science Degree in Business Management and Information Systems
Attained Information Systems Analysis & Design Certificate

Independently attained ITIL v3 Foundation Certification