SUMMARY:

• IT success is based on in - depth understanding of multiple Service Management disciplines - Incident, Problem, Change, Configuration, Knowledge, Request, Service Level and Continual Service Improvement.
• I have performed as facilitator for ITIL v.3 disciplines Critical Incident Management, Problem Management, Change Management, Knowledge Management and Release Management.
• Skill set applies to metrics analysis as it applies to KPI, SOP and SOW documentation.

TECHNICAL SKILLS:

Hardware: IBM/Amdahl, Cisco 5500/2500, Lucent Cascade DSLAM switch, 5ESS/4ESS Telco switches, UNIX Radius Server, Juniper routers, VLAN switches, Ethernet, SONNET OCX,RF-WLAN.

Software: TCP/IP, HP Openview, EMC Smarts, VISIO, SNA, MVS/XA/ESA, CICS, TSO/ISPF, Telco T1/T3 testing, and RFC2544 Acceptance Testing.

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Critical Incident Manager / Problem Manager / Change Manager

• Managed priority 1 infrastructure outages for ‘ Confidential ’ as a virtual (Work at Home).
• Conducted critical incident bridge call, authorized emergency changes, researched root cause, updated Knowledge database.
• Utilized Service-Now, Remedy and ITSM tools.

Confidential, Tulsa, OK

Critical Incident Manager / Problem Manager / Knowledge Manager

• Managed critical situation outages for ‘Williams Energy’ account. Adhered to critical incident process, notified stakeholders, managed conference bridges, assisted root cause analysis, created KPI report for Service Operations Management team utilizing Service-Now, Remedy and ITSM.
• Managed incident aging, hopping and resolution time SLA achievements by conducting daily, weekly and monthly report reviews with technical team.
• Managed ‘reactive’ problem analysis for root cause on critical and high impact outages, as well as ‘proactive’ problem analysis for recurring incidents and event alarms for the same configuration item. Maintained record of performance improvement and/or reduction in incidents for that configuration item as measurement of problem management success.
• Managed ‘Daily Operations’ call and the 24x7 CSM process singularly, without relief rotation. Managed the weekly ‘CA/PA Tracker’ team call, which follows-up on corrective and preventive actions associated with root cause analysis (RCA) submitted to the client.
• Provided CSM, Problem Management and Service Improvement PPT slides for cross functional month-end customer meetings.
• Managed successful achievement of ITIL driven SLA and customer-specific deliverables.
• Managed preliminary and final RCA draft meetings with customer stakeholders.
• Additionally managed on-boarding/off-boarding (SPOC) of Wipro employees regarding ‘Williams Energy’ account logins for Hyderabad, India and Tulsa USA corporate site. Additionally managed asset assignment and physical badge access for assignees to Tulsa.

Confidential, Dallas, TX

Critical Incident Manager

• Monitored large-level at&t worldwide client base, which included critical energy and financial institution network infrastructures, for maintenance escalation request flags.
• Reviewed/granted escalations and performed ticket updates and/or customer updates by phone.
• Managed client operational calls and performed critical incident technical bridge calls.
• Responded to internal SmartChat requests for escalations and updates.
• Led, contributed to, and provided technical QA for outage post mortem analysis.
• Supported ITIL driven SLA and customer-specific deliverables.
• Engaged and pushed domestic and international local exchange provider for circuit repair.
• Engaged and pushed internal Tier2/Tier3 maintenance support teams when required.
• Monitored MPLS, Frame-Relay, ATM, Ethernet circuits over CISCO configured network for connectivity issues. Performed automated circuit testing…assigned manual testing when required.

Confidential, Dallas, TX

Network Operations Center

• Managed 35 direct-report Tier 1 technicians and insured they were cross-trained to support each customer’s specific SLA notification policy. Performed hiring, firing and review recommendations to IT Director.
• Performed stop/start of UNIX Server during maintenance windows. Troubleshot CORE maintenance CISCO router by physically going into data center and patching into console.
• Developed training PowerPoint for local staff and India offshore support staff.
• Developed policies, standards and procedures and ensured NOC staff compliance.
• Created vision and direction for the NOC while promoting team-work, fostering team pride and company spirit. Hosted strategic activities to provide ongoing implementation of best practices.
• Oversaw and monitored the performance of assigned computing systems via staff reviews.
• Personally monitored and attended to building facilities during the overnight shift.
• Maintained proper communication with techs regarding incidents impacting SLA objectives.
• Responded to and coordinated recovery of assigned computing systems in the event of an unexpected outage. Performed same for planned maintenance when recovery failed.
• Provided written plans to enhance existing service and developed new service offerings based on industry trends and client needs. Authored technical QA for outage post mortem.
• Established and led technical call bridge to resolve critical outages. Performed DOC updates.
• Selected vendors and made recommendations based on standard criteria.
• Performed technical mentoring to staff when needed, and management when requested.
• Client base supported included Energy and financial institutions world-wide.
• LAN/WAN technologies over Juniper and CISCO routers of varying bandwidths.

Confidential, Dallas, TX

Critical Incident Manager

• Monitored large-level at&t worldwide client base, which included critical energy and financial institution network infrastructures, for maintenance escalation request flags.
• Reviewed/granted escalations and performed ticket updates and/or customer updates by phone.
• Managed client operational calls and performed critical incident technical bridge calls.
• Responded to internal SmartChat requests for escalations and updates.
• Led, contributed to, and provided technical QA for outage post mortem analysis.
• Supported ITIL driven SLA and customer-specific deliverables.
• Engaged and pushed domestic and international local exchange providers for circuit repair.
• Engaged and pushed internal Tier2/Tier3 maintenance support teams when required.
• Monitored MPLS, Frame-Relay, ATM, Ethernet circuits over CISCO configured network for connectivity issues. Performed automated circuit testing. Assigned manual testing when required.

Confidential, Addison, TX

Office Manager/Leisure Travel Agent

• Managed office, performed accounting, and booked vacation travel. IT job market opened up and I returned to internet technology support with at&t contract position above.

Confidential, Richardson, TX

Network Engineer

• DSLAM augmentation and repair during A.M. maintenance window. VPN data over DSL and ADSL speeds using ATM and Frame Relay transfer mode. ADC Pairgain, NORTEL Passport,NORTEL Promitory, and LUCENT Cascade(CBX) switches, as well as CISCO, Shasta and Redback routers utilized to complete connectivity. NORTEL devices were in BETA stage.
• Our clients purchased virtual private network (VPN) which we configured at the bandwidth speeds documented in the SLA contracts. I used HP Openview to remotely see our local field tech insert a replacement card into our switch located in our cage collocated inside the local exchange provider’s central office. I would activate the new card on the Openview screen to insure the new speeds would be available to the customers allocated on that card. If problems, I’d back out per the MOP (method of procedure). If successful, the card was turned up for live production.
• Six months in, I was promoted to shift supervisor for performing admirably under pressure.

Confidential, Plano, TX

Network Engineer

• WAN engineer responsible for configuring CISCO routes converting 7,000 7-Eleven stores from ISDN to Frame Relay.
• CISCO catalyst 5500 and 2500 used in conjunction with UNIX server to provide secure network authentication.
• HP Openview monitoring tool used at my console.
• Third party vendor would call from site undergoing conversion.
• I would instruct vendor to terminal in using pigtail cable. I would upload to the new router the standard CISCO configuration.
• I would next enter the new router’s IP address into the UNIX server to complete the conversion.
• Process involved troubleshooting unsuccessful conversions.

Confidential, Dallas, TX

Network Analyst

• Remote supported wide area network (WAN) for national retail chain using RemoteWare software.
• Remotely took control of store personnel desktop computers to clear error messages by restoring files, adding memory, or editing Windows registry.
• Restored lost files, increased memory size, recycled CPU, supported peripheral printers, kiosks, cash counters, and check encoders.