SUMMARY:

• ITIL Certified Professional with 10+ years of comprehensive experience in Production/Product Release Support, Release/Delivery Management, Problem Management, Change Management, SDLC Management, Incident Management, and Cloud Management.
• Experience managing the ITSM process in accordance to Clients’ Service Management Model based upon ITIL best practices. Utilized standardized ITIL v3 methods and procedures for efficient and prompt handling of all problems in order to minimize the impact of the problem upon Service Quality. Strong track record for identifying opportunities to improve the day - to-day operations of the organization.
• Ensure that standardized methods and procedures are used to efficiently handle all Incidents in order to mitigate the impact of Incidents upon Service Quality. Strong experience in Release Management life cycle which includes Scheduling, Coordination and Management of Releases across the Enterprise for multiple applications across various portfolios. Deep background in the various levels of Deployment support (Development, UAT, Production, Staging and Pre-production).
• Hands on experience in writing Deliverables including, but not limited to: Operational Readiness Assessment documents, Release Notes, Release Tickets, Questionnaires and Checklists. Expert in Triaging and troubleshooting all levels of Production Support issues in a 24X7 environment (Waterfall, Agile/SDLC, Iterative methodologies).

TECHNICAL SKILLS:

Operating Systems: IBM AIX, MS Windows & XP, UNIX, LINUX, Fedora, Windows Server 2003/2008

Networking: Local Area Network (LAN), TCP/IP, FTP

Software: vi Editor, UltraEdit, WS FTP, MS Office, SharePoint, Episys, Report Generator, Emacs, Remedy, Dream Weaver, Linux, Microsoft Office Suite (Excel, Outlook, Power Point and Word) WinProj, Liquid Planner, U Deploy, HP Service Desk, Siebel, VMWare, XML, SPLUNK, ZenDesk, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Cricket Wireless SME/Operations Management Analyst

• Monitor systems, applications and infrastructure (looking Confidential Error logs, check to see if jobs are running, etc.)
• Own technical issues when they arise, either seeing them through to completion or handing off to the proper escalation/support path.
• Investigate issues using documented Best Practices as well as created New practices
• Troubleshooting (especially troubleshooting AdHoc queries using SQL/ T-SQL)
• Logging defects &; handing off to development team
• Build and maintain scripted toolset to enhance areas of data analytics, application configuration/deployment, data consolidation and all other areas that could exploit automation where not already implemented in order to mitigate the risk / impact
• Direct customer communications, managing customer incident reports, performing preliminary analysis and
• Technical troubleshooting, leading the incident resolution process, coordinating required follow-up activities and reporting results internally and externally.
• ITIL Process management
• Incident/Problem/Change management processes and procedures for Priority1 and 2 issues

Confidential, Atlanta, GA

CCR Critical Incident Management Lead Desk

• Managed Production Incident Management process that fed into Problem Management, Configuration Management and Capacity Planning processes.
• Provide strategic planning and growth analysis to meet the long-term objectives, SLAs, and OLAs.
• Manage 24X7 Operations (Change Management, Incident Management, Problem Management, Production Batch Scheduling, Disaster Recovery, Service Level Management and Service Desk).
• Triaging of tickets in Service Now.
• Involved in creating new templates and process to capture metrics.
• Own the Execution and Management of the ITIL Incident Management processes for the Enterprise (Life Cycle Management).
• Meet with Business U sers and Clients to clarify requirements to prioritize tasks and report project status.
• Lead Post Incidents Reviews and Problem Management Root Cause meetings to determine source of service interruptions.
• Identify problem trends and solutions by analyzing Incident data
• Responsibilities include supporting the company’s monthly Enterprise Software Releases, weekly Change Controls, emergency Production Fixes, customer impacting Product Launches.
• Worked also on resolving batch trouble tickets, AdHoc projects for improving performance, Root Cause, and other requests made by the business.

Confidential, Atlanta, GA

Incident Manager

• Executed the Incident Management process tasks in adherence with global and local requirements.
• Supported Incident Management reporting (KPIs and Customer SLAs).
• Assisted the Enterprise Owners in driving Service Management best practices and ITIL process standardization.
• Responsible to adhere and handle all incidents according to SLAs.
• E ngage d cross-functional teams to ensure that agreed levels of service quality are maintained.
• Developed and maintained the Incident management process including documenting process and procedures using ITIL standards
• Assist ed with the Critical Escalation Management team to write, validate and distribute any required communication sent to Executive Leadership, IT Management, and Customers.
• Success ful in reducing KPIs around Service Availability, Performance, Time to React, Time to Recover, and number of open or unresolved known problems.
• Provided Global 24X7 support of Sys Ops Team- Windows and Linux Physical and Virtual servers, EVA and MSA Storage, Domain Controllers, and SQL .
• Assisted the Enterprise Owners in ensuring consistent End-to-End application of the Incident Management process across their accounts.
• Provided Global support for all production environments on a 24X7 schedule within the guideline of Release and Configuration Management via UDeploy.
• Managed the building of the IT Release Calendar in working closely with IT Release Management from different portfolios across IT and centralizing view of all releases.
• Helped to define system and application software including versions and patch levels.
• Designed and Implemented an ITIL based service delivery best practices model for Enterprise Clients.

Confidential

ITSM Sr. Engineer

• Experienced in triaging and troubleshooting all Production Support Issues (severity 1,2,and 3) in a 24X7 environment.
• Experienced in a broad range of areas related to supporting multiple technologies, problem solving, managing application logs, backup, recovery, upgrades, and installations.
• Managed a team of 8 in a Matrixes environment.
• Supported and troubleshot customer application software for several OEM including Confidential, Confidential, and Confidential on a 1st 2nd, and 3rd level support platform.
• Ensure d and facilitated monitoring of P roduction Environments for clients using business tools Zenoss, OpManager, Oracle Grid, VMware VSphere, A10 (load balancers).
• Responsible for preventive monitoring on core systems including Siebel 8.0.0.5, Oracle Fusion Middleware 10.1.3.3.1, Oracle Security Suite, Oracle ERP, Oracle CCA.
• Provides global 24/7 support of Net Ops Team- Cisco 3900 routers, Force 10 Switches, A10 Load balancers, 5520 Firewalls.
• Performance tuning of SQL queries using statement level optimizer hints, handling of indexes and run parallel process to improve Database performance and Reduce Response Time.
• Selected to join the Datacenter Migration for all US production from Atlanta to Miami.
• Involved in creating new templates and process to capture the metrics and ensure that the transition went smoothly.
• Managed and investigated trouble tickets that were opened to reflect System/Software defects.
• POC for Level 3 support on complex and critical Production issues.
• Assisted in implementation of new user training on Apple OS 8.x - 10.x & iOS .
• Provides global 24/7 support of Sys Ops Team- Windows and Linux Physical and Virtual servers, EVA and MSA Storage, Domain Controllers, SQL.
• Supported Application Releases and other Software updates.
• Monitor and verify the availability, health and performance of each service, process, hardware, and VM’s.

Confidential, Sandy Springs, GA

Product Management Senior Analyst

• Supervised a team of 12
• New Product Launch Management and implemented M&P for products such as Microcell, Address Book, and iPad.
• Experience in Troubleshooting with Production Issues with SPLUNK.
• Provided 2nd level support to internal customers to resolve user concerns with specific applications, including Windows 2000, Windows XP, Windows 7, Microsoft Office, Clarify, Blackberries devices and numerous industry specific applications.
• Coordinated and Executed Enterprise-Wide Windows 7 Migration.
• Provided support in a 24X7 On-Call support for Production emergencies and maintenance activities.
• Facilitated training sessions for new products such as RIM Blackberry tool BPSC, BlackBerry Technical Solution Center.
• Liaison between Confidential &T and External partners and vendors including but not limited to Apple, Motorola, and Samsung.
• Managed and planned products from Incubation to N ational Roll-Out, to decrease Inquiry rate and increase Customer satisfaction.

Confidential, College Park, GA

Senior Helpdesk Product Analyst

• Provided 1st and 2nd level support to over 3000 internal Operators and staff.
• Administrator and Project Leader of Inventory D atabase .
• Created and assisted with the implementation of Sales, Promotions and inventory Data in all 1480 stores through out the U.S. and Canada.
• R&D for Quality Assurance Dept.
• Created documentation for the Call Center on policy and procedures.
• Relationship Owner for Account S ales Team.