Summary

Seasoned Technical Professional seeking a management position with a progressive company. Demonstrated technical skills and experience. Consistent success in managing projects bringing solutions and enhancements that optimize the technical environment. Excellent organizational, communication and analytical skills.

Confidential Grand Junction, CO

IP Operations Manager

Responsible for the entire OAM&P (operations, administration, maintenance & provisioning).

Acted as primary interface with 3rd party service providers in establishing interface agreements, escalation process.

Supports the deployment of Advanced Services for Residential and Commercial HSD (High Speed Data) and telephone offerings. This includes value added services like; VPN's home networking, dynamic DNS, Tiered Data Services.

Interviews, selects, trains, and directs assigned staff, providing regular performance feedback and coaching, ensuring a productive staff.

Managed technical staff necessary to support the Advanced Services Infrastructure, including, Regional Data centers, Local Data centers, Collocation centers and the Managed IP Network.

Assisted in the development of method and procedures related to the Advanced Services Infrastructure for HSD and Telephone, including Systems and Network Elements such as, security, DNS, network monitoring, disaster recovery, IP management, network inventory, email, documentation, support tools and various provisioning systems.

Provided core support involving technical research & design in selection of vendors, service providers, products and services used in the Advanced Services Infrastructure, including creating specification requirements and test plans.

Supports the transition of HSD Services to Advanced Services Infrastructure in acquisition scenarios, including planning and integration of OSS (Operational Support Systems) into existing HSD infrastructure, reconfiguration of network elements and supporting technical field personnel.

Provides budgeting support for HSD, Telephone and VOD related technical aspects involved with the Advanced Services group.

Supports design and deployment of HSD and Telephone services in new markets. Works with launch coordinators to deploy Advanced Services from alpha through production phase.

Confidential Aurora, CO

I have been working for Swiftpoint a Managed Services Company as an operations Manager. My job requirements were "whatever it takes to get the job done" to service the client. One day we are preparing to upgrade a 2000 network to 2003 and documentation, meeting with clients, another day I may be evaluating new software or hardware working with vendors to assist a client.

Confidential S. Brunswick, NJ (Contractor)

Enterprise Infrastructure Support (EIS)

Support Dow Jones System Admin's and Project Managers

• Responsible for Racking and stacking of servers.
• Building circuits between servers and switches.
• Building Cat 5 Patch Panels (Wiring and installing).
• Site survey of all equipment and entering into Database.

Confidential. Jenkintown, Pa

Product Installation, Training and Support

Responsible to ensure client is 100% operational on purchased Managing Editor product set - ALS, CLS and Adworks.

• Responsible for client interface at client site including resolution of issues and ensuring customer satisfaction.
• Manage overall project plan.
• Manage client site survey/visit to determine current technical environment, volumes, number of users & associated skill levels, etc. prior to project install date.
• Identify design and/or configuration issues.
• Identify any potential performance issues.
• Manage coordination of installs with client technical staff to minimize down time and to ensure successful cut-over.
• Conduct UAT test at customer site.
• Provide Training to client staff.
• Provide post-install ongoing technical support to client base.
• Proactively foster all client relationships

Environment: Windows XP, Mac OSX, SQL OpenBase, Omnis NT

Products Supported: ALS (Ad Layout System), CLS (Classified Layout System), Adworks

Confidential Bedminster, NJ

NOC Manager, Tier 3

Engaged to establish and manage a start up environment NOC lacking existing procedures, documentation, policies and staff. Established Network Operations Center supporting a market trial for Nextel comprised of 131 Basestations and approximately 10,000 users utilizing (4G) Wireless Broadband Technology.

• Designed & staffed newly created organization including identifying positions required, job responsibilities, conducting interviews, candidate selection, offer decision and salary negotiations.
• Manage and mentored a staff of 6 Engineers including coaching, reviews, and career development.
• Developed and improved procedures and process flows related to troubleshooting network / service affecting issues, training, and element configuration.
• Identified and implemented productivity opportunities and efficiency gains through the daily interface with Field Operations as well as Tier 2 & Tier 4 support.
• Responsible strategic contact for problem escalation process regarding critical failure occurrences. Engaged key personnel required to identify Root Cause and implement corrective action.
• Implemented change requests originating from Engineering Dept.; insuring accurate documentation, start and completion times and back out plans were in place.
• Managed the Vantive ticket resolution process, validated accuracy and proper resolution prior to closing tickets.
• Responsible for resolution of all system faults and network problems. Preformed the functions of a Call Center as well as a NOC, following initial call/ticket via Vantive through resolution. Ensured closed-loop communications providing timely updates regarding trouble resolution to appropriate organizations via pager.
• Team player proactively supporting partner support organizations in delivering quality enterprise services including Provisioning, IP Engineering, Application Engineering, Systems Engineers, Capacity Management.
• Involved in Contract negotiations with vendors including SLA, SLC, Metrics, Network statistics, Network design and support.
• Developed processes to enable Engineering to interface with the NOC facilitating proper change management.
• Continuously worked toward enhancing organizational excellence for staff as well the accuracy of our network tools.

Confidential; Data Network Engineering & Operations (NOC) Cherry Hill, NJ

Manager, Tier 3

Manager of Tier 3 Support for NOC. Ensured smooth & expedient transition of our user base (Cable modem Customers) from the defunct Excite @ Home network over to Comcast's newly designed and ever-evolving data network. This transition had a 7-month deadline, which was met with a 98% success rate. Instrumental in effectively implementing a new service strategic to the ongoing success of the corporation while ensuring minimal impact to the one million plus installed customer base. Partnered with the Director of Operations on the design and implementation of the Network Operation Center & War Room. Secured the integrity of a one million plus user base Network infrastructure by establishing configurations that meet performance metrics and facilitate accurate diagnosis and resolution of Network failures.

• Designed & Staffed newly created organization including identifying positions required, job responsibilities, candidate selection, conducting interviews, offer decision and salary negotiations.
• Managed and mentored a staff of 10 Analysts including coaching, reviews, and career development.
• Continuously worked toward enhancing organizational excellence for staff as well the accuracy of our network tools.
• Developed and improved procedures and process flows related to troubleshooting network / service affecting issues, training, element configuration, and all interaction between Data Networking Engineering & Operations, NOC and other organizations.
• Key resource on the Catastrophic Failure team providing feedback and reporting to prevent future occurrences, utilizing network tools as well as syslogs. Identified and implemented productivity opportunities and efficiency gains through the daily interface with Field Operations as well as Tier 2 & Tier 4 support.
• Responsible strategic contact for problem escalation process regarding critical failure occurrences. Engaged key personnel required to identifying Root Cause and implement corrective action. .
• Established Best Practices as well as authored detailed design documentation and operations procedures.
• Implemented change requests originating from Engineering Dept.; insuring accurate documentation, start and completion times and back out plans were in place.
• Worked closely with OSP ensuring that mail services were at the highest level of efficiency.
• Managed the Remedy ticket resolution process, validated accuracy and proper resolution prior closing tickets.
• Responsible for resolution of all system faults and network problems. Preformed the functions of a Call Center as well as a NOC, following initial call/ticket via Remedy through resolution "I owned the issue" (Cradle to Grave).
• Ensured closed-loop communications providing timely updates regarding trouble resolution to appropriate organizations via pager.
• Team player proactively supporting partner support organizations in delivering quality enterprise services including Provisioning, IP Engineering. Application Engineering, Systems Engineers, Enterprise Management, Capacity Management, Change Management, Project Management Office, Field Operations and Tier 1 & Tier 2 support, etc.
• Produce reports on NOC performance and outstanding issues
• Participated in weekly internal review sessions with market representatives regarding network access, availability and performance.

Environment: Cisco Routers: 3000, 4000 and 7500 series. (CMTS- Cable Modem Termination System) AKA- uBR's

Cisco Switches: 2948, 4000 and 6000.

NT, UNIX, Web based diagnostic tools, Microsoft Visual SourceSafe.

Oracle Database

DHCP- Lucent Vital Access software

Tools:

Concord Nethealth, Castlerock (SNMPc), Micromuse - Netcool, AAA.

VOIP, Hybrid Fiber Coax, IP, Video On Demand & SONET

Confidential S. Brunswick, NJ

Network Supervisor

Supervisor of Network Operations Center (NOC) responsible for the mission critical network of a large

Financial Newspaper (Wall Street Journal) comprised of 100 locations and 200 routers globally. Ensure corporate network availability in an extreme time-sensitive financial newswire environment.

• Managed a staff of 12 including remote staff (Tier 1 - Tier 4).
• Sourced & Staffed organization as appropriate.
• Proactively mentored/coached staff members and fostered professional growth through targeted programs.
• Managed problem escalation process for all BU's determining Root cause and driving to resolution.
• Established procedures and trained staff on effective use of our problem tracking system (Remedy) focusing on content and business applicability.
• Determine when NOC trouble assessment analysis is complete and as necessary engage other possible root cause sources/organizations in problem resolution.
• Proactively assigned areas of the network to be monitored for the health, capacity and errors as well as acquiring a baseline to be used in ongoing analyses. Network management tools utilized were HPOV RMON probes and Concord Nethealth.
• Align work and assignments with expertise within NOC.
• Key member in the customer BU's meetings focused on issues/resolutions, upgrades and/or new installs that directly affect them.
• Responsible for current and accurate router code, configurations and change control, ensuring maximum uptime as well as a timely response to critical requests. Interface with carriers regarding provisioning as well as

  SLA performance metrics (AT&T, MCI, SPRINT, British Telecom).

• Manage change process for NOC including drawings and information flow.
• Member of the Network design review team to discuss feasibility and back out plans. Solely responsible for scheduling time and resources and implementation.
• Support partner organizations including Enterprise Mgmt., Applications, Web Development, Technicians, Engineering, Project Mgmt., and Field Ops.
• Produce reports on NOC performance and outstanding issues.

Environment: NortelRouters: ARN, AN, ASN, BLN, BCN. Cisco Routers: 2000,3000,4000 and 7500 series.

Nortel Switches: BayStack, Centillian 5000bh, Accelar.

Cisco Switches: 2948,4000 and 6000.

NT, UNIX, Web based diagnostic tools.

HPOV, RMON probes, Concord Nethealth, Solarwinds

Confidential Trenton, NJ

Manager of Publishing Systems

• Working from within the corporate offices overseeing all facets of the publishing side of the company.

  Interact with Publishers and Controllers on all issues relating to preparing the product for delivery. Discuss and address the issues of reducing costs and building a better product.

  With 42 dailies and 140 weeklies, consistently molding comprehensive and streamlined approaches in creating a more efficient and cost effective operation.

• Managing the installation and upgrade of systems and bringing vendors together to produce the interface needed.
• Investigating new technologies, negotiating with vendors, determine ROI, ordering new systems to improve Productivity.
• Supervise the MIS staff at each location as well as offer them guidance as to system performance, backup, disaster recovery, upgrades and the like.
• Managed the installation of new Publishing Systems using tools such as Ms Project and Visio.

Environment: Novell, NT, 95, 98, Numerous Publishing Systems, Microsoft Office Suite, DSL, Frame Relay, WAN/LAN.

Confidential New York, NY

Systems Analyst / Project Manager

Developed and implemented processes and procedures to source and install networking and associated computer hardware; design and develop systems, as well as, user documentation to meet all user requirements; design, develop and deliver system training as required; provide overall IS support to diverse group of users globally.

• Project managed a major initiative established to compress print production intervals. This initiative encompassed configuring Windows NT Servers/Workstations (3.1, 3.5, 3.51&4.0) to queue, compress and transmit high-resolution images and Quark pages to remote plants. This was accomplished by integrating Raid 5 software with Power Macs running over a Novell network (ISDN & Frame Relay TCP/IP). Successfully identified and defined all system requirements; interfaced with and directed activities of external software provider; tested delivered software and identified required enhancements; loaded final product and performed integration and introduction into the environment resulting in an essentially "shrink Wrap" application.
• Initiated, designed, developed and delivered Home Pages on the Internet. This enabled the placement of Classified Advertisements on the Internet, which resulted in access to new markets and the associated increased revenue. Developed and delivered all required training to appropriate staff.
• Established a Web server and DNS server running within the Windows NT/Frame Relay environment. This allows for internal and external access to the Internet resulting in cost savings, system security, increased control, system flexibility, as well as, real-time access to the Library Database.
• Configured and installed a Novell network supporting Classified Advertisement, Billing and Credit (Graph-X software) organizations. Configured and installed Macs to provide page build capability, which increased productivity and quality.
• Developed program, and configured and installed a system which enables importation of text from Quark pages into Newsview Archival database improving quality and automating processes.
• Migrated 3 magazines from hard copy to a PC-based publishing network (Bestinfo software running over) Novell). This eliminated the interface requirement with the prepress vendor until final production resulting in improved quality and operational efficiencies.
• System Manager for Itek 1020. Responsibility for supporting 120 users and 9 publications.

Environment: Novell, NT, 95, 98, Macintosh, Bay Routers, Switches, ISDN, Publishing Systems, Newswires, Classified Ad Systems.

Confidential Shrewsbury, NJ

Systems Manager

Complete responsibility for entire Editorial, Ad Make-Up and Classified Advertising Systems. Provided same accountability for subsidiary newspaper remotely located. Managed a group responsible on a 24 x 7 basis for all facets of the system to ensure operational and available to users.

• Perform trouble-shooting, isolate problem, and determine options, initiate corrective actions as dictated by the needs of the business.
• Implemented data link to printing plant enabling full-page editorial transmission resulting in cost savings and operational efficiencies.
• Designed and developed Editorial and Ad Make-Up formats, as well as, Classified rate matrices resulting in cost savings, operational efficiencies and standardization of procedures.
• Migrated manual production environment to an on-line remote link with the Itek front-end system, resulting in decreased production intervals.
• Managed the implementation of the system upgrade from Itek 720 to Itek 1020.

SYSTEMS EXPERIENCE

• Operating Systems: Novell Netware (2.x, 4.x); Windows 95 & 98, NT Server/Workstation (3.5, 3.51and 4.0, Windows 2000 & Windows XP); DOS; Macintosh (System 7 through 7.5).
• Cisco and Bay Routers & Switches, WANS & LANS.
• DNS, DHCP, Wins.