Provided high level backup support, server analysis, improvement recommendations to recovery center for recurring problems. Perform disaster recovery testing, execute restoration procedures required to restore services to customers in the event of a backup service failure. Execute restoration procedures to restore services to customers in the event of a backup service failure.
Recovery Management/Issue Resolution - Meet SLA requirements through assessment and solution resolution process improvements. Provide recommendations to recovery center to enhance and improve automation platform to improve quality of services. Document and communicate restoration/outage information and actions with the group to gather business needs and create technical solutions.
System Security - Interface with and coordinate problem identification and resolution with system support. Follow alert processes and keep SCMB analysts informed of status of high severity problems. Manage system, services, and subsystem resource dependencies and perform recovery per established procedures.
Strategy/Change Management - Adhere to documented provisioning change management processes. Access and utilize change management tools and service configuration tools. Implement provisioning changes by following established procedures as required. Interface with service engineers, network operations, support programmers to maintain and/or recover systems operations and services.
Problem Management - Access and utilize problem management tools. Determine initial problem severity based on documented procedures. Maintain accurate problem records of outage times, timeline and error messages received. Perform and report root cause analysis for problems owned by the SCMB team. Notable Projects include:
Project Lead - Smart Cloud Backup Fannie Mae. Created Network Operations team procedures, relieving Data Operations analysts for high level problem resolutions. Streamlined the process for roles based solutions in backup management, and implement improved server error release.
06/2012 to 09/2013
Senior IT SpecialistDUKE HEALTH TECHNOLOGY SOLUTIONS － Durham, NC
Provided high-level monitoring and response to hardware issues within the operations center. Communicated with the group to gather business needs and create technical solutions. System Engineer provided escalation of server and other related issues to fire watch team in Data Operations Group. Notable Projects include:
Project Lead - Network Operations Center. Created improved team procedures streamlining the process for roles based solutions in Windows 2003/2008 server environment Active Directory, data center servers, and domain controllers. Coordination between multiple data centers and healthcare site locations.
11/2007 to 12/2010
LAN Support Technician / Project ManagerKEANE, INC. NCDOT － Raleigh, NC
Directed team members to surpass all performance expectations. Improved high-level monitoring and response to hardware and software issues within the technical control facility. Streamlined the rollout of new systems by creating an image station for group builds. Notable Projects include:
Project Lead - Led numerous projects, planning, scheduling, and implementation of XP operating system into ITIL environment throughout the state. Planned and deployment, coordinated with testers, image developers, and set deadlines for milestones. Maintained network storage backup and recovery, risk and security assessment and resolution.
Strategy Project Lead - Led the rollout of new desktops for 300+ users within the Raleigh hub. Established scope of work, objectives, and strategies. Communicated throughout the organization to gather business needs and create technical solutions. Maintained communication with users, vendors, and upper management.
Engagement Lead - Directed project team in the upgrade of Oracle 9i to 11g, SAP, and the OS Workgroup upgrade roll-out for all users in Raleigh and remote offices statewide. Implementation management to gather user data requirements, tester and developer requirements to meet needs of testing and resolved issues with no interruption to business processes.
Directed all aspects of more than 60 projects for key banks, planning, development, scheduling, and implementation of live turn-up. Gathered customer requirements review contract, create technical forms for gateway deployment. Directed technicians and engineers per bank. Notable Projects include:
CRM Strategy Project Manager - Banking Industries Nationwide. Turn-up deployment planning, scheduling, and implementation. Key clients included: PNC Financial Institution, Fifth/Third Bank, First Horizon National Bank, First Source Bank, CCB Suntrust, Ally Financial, Union Bancal, Bancwest, and Citigroup.
Engagement Manager - Banking Industries Nationwide. System training and turnover to Network Operations Center. Employee relationship management and call center applications.
Resolved a variety of technical issues, ensuring quick turnaround of complex problems. Implement new scanning programs and software and provided testing systems to identify and quarantine viruses. Notable Projects include:
CRM Issue Resolution Lead - CCB/Suntrust Bank. Led a large effort to upgrade all ATM's statewide for CCB/Suntrust, which included coordinating with affiliate banks to ensure compliance and integrity of software program prior to release.
Systems Security Project Leader - IBM, EDS/USPS, CarQuest. Provide systems administration within Windows and Novell environments, risk assessment, scanning programs, quarantine risks, trouble ticketing, router configuration, software access, and network issues.
Bachelor of Science: Business Administration & ManagementECPI UniversityBachelor of Science, Business Administration & Management ECPI University May 2013
Security, Testing, Solutions, Crm, Customer Relationship Management, Access, Eds, Network Administration, Novell, Risk Assessment, Router, Scanning, Systems Administration, Systems Security, Deployment, Project Manager, Scheduling, Itil, Lan, Network Storage, Oracle, Rollout, Sap, Network Operations, Operations, Network Operations Center, Active Directory, Data Center, Engineer, Healthcare, Microsoft Windows, Windows 2003, Call Center Applications, Clients, Relationship Management, Training, Change Management, Disaster Recovery, Fannie Mae, Ibm Smart Cloud, Process Improvements, Provisioning, Root Cause Analysis, Smart Cloud, System Security, Mba