Professional, detail-oriented Network Operations manager motivated to drive projects or customer support needs from start to finish as part of a dynamic team. I am seeking a management position with growth in the IT Industry where there is a focus on customer service and personnel/task management.
Technical assessment and troubleshooting
Client / vendor relations
Staff training and policy development
Interviewing and hiring
Strong work ethic
Senior Network Team Lead08/2013 to Current Company Name – City, State
Led the Network Operations Change Team, consisting of 48 members working across all shifts and globally to provide near 24x7 coverage Provided network support for the GE network environment, one of the largest private networks in the world, spanning 2 Class A networks, ~12000 switches/routers, ~3000 firewalls
2nd shift manager for a mix of twelve L1, L2, and L3 network engineers in which I provided personnel management, new hire interviewing and training, and was a technical escalation point Assigned tasks to network engineers for implementation following GE change windows and ITIL Standards. Completed network change and service requests and restored outages across multiple GE businesses and 3rd party vendors with GE's Incident, Change, and Problem Teams. Central point of contact for all network change escalations for assignment, status, outages, and review. Compiled and reviewed weekly metrics for defects, work load, and task composition completed by the Network Change Team.
IP Provisioning Team Lead of six L2 network engineers whose responsibility was to update IPAM systems with network assignments Designed & managed GE IPAM documentation and request forms for network tracking and assignments In conjunction with the GE Design Team, reviewed and obtained approval of large scale IT improvement requests; then followed up with that team to overcome unanticipated challenges and provide focus for timely work completion.
Consistently met deadlines and requirements for all production work orders.
Network Fulfillment Team Lead02/2008 to 08/2013 Company Name – City, State
Team Lead for Network Fulfillment Team following 3 years as member; managed a team of five network L2 and L3 engineers. Assigned GE tasks submitted as service requests and changes in HP Service Desk / Service Now to engineers for completion; work load and OLA obligations monitored through daily reporting Maintained an OLA completion percentage of >99% for tasks requiring a 24/72-hour agreement.
Scripted and implemented changes in the GE network environment for a mix of technologies including F5 Load Balancers, Cisco switches 3750, 6509, Nexus 2k, 5k, 7k, Cisco ASA and CSM firewalls, Checkpoint Provider-1, Cisco ACS, Bluecat Proteus DNS and DHCP.
Primary escalation point for customer escalations regarding work assignments, implementation issues, and troubleshooting. Created and maintained standard process documents used by all team members. Compiled monthly capacity reports for primary GE Data Center switch/port usage and presented them to GE management for capacity planning.
Professional Services Engineer06/2006 to 02/2008 Company Name – City, State
Compiled data analysis of site locations of network usage by users, printers and servers using Solar Winds as a member of the VLAN Migration Team.
Designed VLAN structure to convert each site location from a flat network to a network supporting multiple VLANs in a HSRP environment or single router/distribution configuration.
Directed customers (via live conference bridge) during migration of printers and servers from legacy network to new structure with follow-up testing and troubleshooting.
Special Projects Team Lead01/2003 to 04/2006 Company Name – City, State
Project manager for a large variety of IT projects that managed the interaction of multiple vendors.
Developed processes for equipment needs assessment and managing large migrations.
Managed a team of twenty technicians for large migrations and pc/networking problem resolution.
Provided customer training for both hardware and software technologies for individuals and large classroom environments.
Advanced Deskside Engineer06/2000 to 12/2002 Company Name – City, State
Provided support to over 3800 users in a 160+ server environment. Improved customer satisfaction levels to the highest on record.
Supported all Microsoft operating systems, Novell Networks, Lotus Notes, Symantec Anti-Virus, Altiris and Marimba support applications, and Nortel VPN. Performed individual configurations, upgrades and migrations for customer systems. Supported a wide variety of IT hardware including customer systems, Palm products, peripherals and networking equipment.
Depot Service Technician11/1999 to 05/2000 Company Name – City, State
Performed diagnostics, repair and testing for multiple laptop and desktop pc models.
Developed and maintained processes that provided the highest possible quality control and customer satisfaction.
Associate of Applied Science: Computer Network Engineeringn/aCincinnati State Technical and Community College-
CompTia A+, Certified Dell Desktops, Portables,
and Poweredge Servers, Compaq Portables, HP Laserjet and Deskjet Printers, IBM
Portables, Toshiba Portables. MCP – 2000 Server & 2000 Professional
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Cincinnati State Technical and Community College
Job Titles Held:
Senior Network Team Lead
Network Fulfillment Team Lead
Professional Services Engineer
Special Projects Team Lead
Advanced Deskside Engineer
Depot Service Technician
Associate of Applied Science : Computer Network Engineering n/a
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