SUMMARY:

• A top performer and a dynamic IT and business professional with a diverse background including problem management and business analysis, leadership roles and project management, and Unix and Windows systems and applications development and support.
• Focused on results, I am a high - energy team player recognized for my technical expertise and strong business acumen, and offering over 22 years of hands on experience and increasing responsibilities supported by continuously delivering meaningful results.
• Combine these attributes with a strong desire to foster improvement, a natural systematic approach to problem solving, sound business and interpersonal skills, and you will quickly see that I can make a positive impact to your IT organization.

TECHNICAL SKILLS:

• Excel and Microsoft Office
• CauseLink
• JIRA
• SalesForce
• Microsoft Project
• SAP 31i & 4.7
• RequestCenter
• HP OpenView
• Omnibus Netcool
• Remedy ARS
• Perl
• Unix Korn
• Bourne and Bash Shells
• Regular Expressions
• JavaScript
• XML
• HTML
• Visual Basic 6.0 and .Net
• ASP.NET
• ADO.NET
• VBA for Excel
• VB Script and WMI
• C++
• SQL-92
• SQL Server
• Peregrine Service Center
• HP Service Manager
• Clarify
• BMC Patrol
• MRTG
• VMWare
• Exceed
• Lotus Notes
• Outlook
• Luminate
• NetBackup
• Dazel
• Windows
• Active Directory
• Unix
• VAX/VMS
• OS/2
• UML
• RUP
• TCP/IP

PROFESSIONAL EXPERIENCE:

Confidential

Problem Manager

Responsibilities:

• Performed Root Cause Analysis on Sev1 and Sev2 outages and other critical issues and documented the RCA findings within JIRA PPRs and Sologic RCA reports
• Worked closely with other support teams to ensure complete definition and implementation of software, organizational and process based solutions
• Established a priority ranking formula and process for managing the defect backlog and worked closely with the product and engineering teams to prioritize and properly and fully resolve defects
• Created preventative actions and drove those preventative actions to closure
• Defined and documented several new Problem Management processes in support of the new Problem Management practice at Confidential
• Established conduits to peer organizations and fostered teamwork
• SME and point of contact for escalations and the Problem Management process

Confidential

Problem Manager

Responsibilities:

• Responsible for overseeing the entire problem lifecycle process including: Logging, Categorization, Investigation, Resolution, Review and Closure of registered problem records including Major problem review and Lessons Learned
• Performed activities of the problem process to improve the quality of service by identifying the root cause of incidents and preventing their recurrence.
• Promote the use of proactive activities and preventive measures to avoid disruptions of service

Confidential

Problem Manager

Responsibilities:

• Leading cross functional teams of engineers and managers driving to the root cause of major incidents while managing any roadblocks and ensuring contractual fulfillment
• Defining corrective actions for major incidents and ensuring those actions are fully implemented
• Accountable for the delivery of root cause analysis and problem resolution according to SLAs/OLAs
• Escalation point for expediting problem resolution

Senior Business Analyst

Confidential

Responsibilities:

• Organized and led meetings with internal and external users, analysts and management up to the VP level from various business units to elicit and ultimately document application requirements and specifications in some combination of BRDs, FRDs, use cases and process flow charts
• Worked with business users and application developers to design web-based applications according to customer specifications. Applications consisted of standard web functionality as well as service delivery and approval workflows
• Managed a team of onshore and offshore web developers and system administrators supporting the service catalog for customers.
• Ran daily SCRUM meetings every morning with developers to level set, review progress and address any new issues
• SME and SPOC for the service catalog (product was newScale RequestCenter)
• Responsible for managing all aspects of development projects and system upgrade projects for the service catalog
• Performed all QA testing and facilitated all UAT testing by writing test scripts for use by users from various business units

Web Developer

Confidential

Responsibilities:

• Responsible for web-based application design, development and support
• Managed a team of onshore and offshore web developers and system administrators
• Responsible for managing all aspects of development projects and system upgrade projects
• Collected and documented application requirements and specifications
• Performed system upgrades and application patching
• Trained new developers and process engineers as well as end-users

Confidential

Senior NOC Engineer and Incident Manager

Responsibilities:

• Senior Team Lead in charge of overall production as well as supervising day-to-day operations
• Major Incident Manager responsible for escalating P1 incidents and coordinating resolution efforts among disparate support groups. Also responsible for communicating status to management and to the customer
• Vital part of core project team that successfully started up a new NOC including interviewing several candidates, training new staff, and guiding several start-up activities. Analyzed and improved existing procedures and developed new processes to fill existing voids
• Managed the daily workload, including schedules, for over 50 engineers that saw upwards of 300 trouble tickets per day
• Vital part of core project team that successfully transitioned outsourced services to Siemens Business Services from IBM over a four-month period
• Created, maintained, and executed several new and unique reports to monitor team metrics
• Provided Network Operations support for over 9,000 Windows (NT, 2000, 2003), Unix (Solaris, HP) and OS/2 servers at WaMu branches, data centers, and other financial and business centers
• Provided Network Operations support for over 70,000 Windows XP workstations along with proprietary and commercial applications
• Provided Network Operations support for over 2100 branches in the contiguous United States

Confidential

Responsibilities:

• Developed a process to validate network connectivity during EPO maintenance windows
• Reduced process execution times upwards of 800% for certain manual processes through automating specific aspects of those processes via Perl scripts
• Monitoring and reporting of backup failures for Windows and Unix utilizing Netbackup
• Carried out IP migration for IVR systems

Confidential

Responsibilities:

• Developed several Unix Korn shell scripts to automate a file transfer, file concatenation, file archive, and file purge process between separate host systems via the secure shell protocol suite

Confidential

Responsibilities:

• Team lead supporting the role out of new Lotus Notes servers by reconfiguring and validating the functionality of over 800 client PC’s
• Troubleshot and resolved any client issues due to the server migration
• Served as a point of contact for the clients internal IT staff

Confidential

Senior Analyst

Responsibilities:

• Successfully managed several large high-visibility projects including remediation, system upgrades, system development and system deployment projects
• Initiated and managed a project to resolve firmware bugs on new MFDs; working closely with the device manufacturer and leading their management and technical teams
• Responsible for providing senior technical leadership to a team of 10 to 15 NOC technicians
• Provided second and third level ESM support within a 24x7 mission critical environment, of HP OpenView, BMC Patrol, and Omnibus Netcool in support of the Network Operations Center, including installations, upgrades, maintenance, configuration, and daily administration, including heavy shell and Perl scripting
• Fault management administration using tools such as Patrol, OpenView, Remedy, Netcool, Trend, Luminate, MRTG, and SNMP. Automated several dozen repetitive task through shell and Perl scripts
• SAP performance monitoring, reporting, and tuning - responsible for overall SAP system performance
• Dazel Output Server administrator providing third level SAP output management support. Automated several dozen Dazel operations through shell and Perl scripts

Confidential

Lead Network Operations Center Analyst

Responsibilities:

• Responsible for providing senior technical leadership to a team of 10 to 15 NOC technicians
• Upgraded Bay Networks routers, hubs and switches for Y2k compliance at several remote facilities
• Monitoring and problem resolution within a 24x7 mission critical environment, of the Confidential and Automotive Wide Area Networks, to include circuits, interconnectivity devices, servers and applications
• Leveraged several monitoring tools on a daily basis including HP OpenView, BMC Patrol, and Omnibus Netcool
• Responsible for start-ups and stops, maintaining system run-books, escalation lists, and systems’ configuration information
• Supported 200 hundred locations worldwide, which utilize both NetWare and NT NOS on Compaq hardware, HP-UX, Solaris, Bay and Cisco routers, hubs, and switches, and Frame Relay WAN Connectivity

Confidential

Help Desk Specialist

Responsibilities:

• Provided help desk support of applications and operating systems across all platforms
• Call routing and escalation to second and third level support teams
• Key contact for IT problem resolution and problem management
• Supported enhancements and version upgrades across all platforms

Confidential

User Support Analyst

Responsibilities:

• Provided first and second level helpdesk support including local desk side support
• Project Manager for a project to rewire corporate headquarters for voice and data connectivity working closely with the electrical contractor
• Collaborated with management, programmers, and systems analyst in resolving branch computer issues

Confidential

Technical Support Specialist

Responsibilities:

• Managed the technical support department
• Provided 100% of all phone support and local onsite support at client sites
• Conducted all training classes and performed all software installations at client sites
• Created technical documentation