CEM Practice Manager

• Jan 2016 - Present

Senior Consultant

• Nov 2014 - Jan 2016

Owner

• Feb 2014 - Present

Principal Systems Engineer

• Mar 2012 - Jan 2014

Helped design an event Management system focused on utilizing external data sources for identification of ownership. Intended to reduce the amount of effort and resources required to keep alerts and events properly assigned to functional team owners within the Event Management Systems. Responsible for researching, identifying and implementing a performance metrics collection system. Supported a systems information collection system.Provided technical support for older event handling systems, including hardware migration to VM's, database migration from Solaris systems. Show less

Manager NOC

• Mar 2011 - Nov 2012

Took on managing the 24/7 Network Operations Center. This included training and managing the 24/7 operations team. Worked to improve consistency of service provided by the NOC to operations and development teams in support of Neustar products. Devised better ways to handle practice "failover" management within the NOC and operations. Teams began performing service upgrade releases for some of the products offered. Changed shift configuration, allowing for more flexible staffing and freeing staff members to begin moving towards a service delivery role.Helped improve the NOC's ability to not only respond, but to mitigate issues impacting products and services. Helped to build more accurate measurements of the NOC's performance by capturing metrics showing response time, mitigation time and if necessary escalation time. Show less

Senior Consultant

• Feb 2010 - Mar 2011

In collaboration with others on the team, documented and designed Windwards solutions. Including areas within Service, Infrastructure and Operations Management. Worked on various client sites performing IT process documentation, GAP analysis and Service infrastructure interdependencies. Worked with BMC Atrium Orchestrator. (Support Partner) Worked with Microsoft Opalis (Professional Services Partner) In collaboration with others on the team, documented and designed Windwards solutions. Including areas within Service, Infrastructure and Operations Management. Worked on various client sites performing IT process documentation, GAP analysis and Service infrastructure interdependencies. Worked with BMC Atrium Orchestrator. (Support Partner) Worked with Microsoft Opalis (Professional Services Partner)

NOC Service Delivery Manager (PTPM)

• Dec 2008 - Jan 2010

Operations Support Service Delivery Manager with various operational teams for reviewing weekly alert, problem and incident metrics to provide continuous service improvement. Including MapQuest, AOL Search and various other AOL properties. Gathered and contributed to Event Management requirements for Operations and Development to create a manageable event system. Including specific technical requirements for current and future Event Management systems and Event Management processes. Refined development support process and implemented integrated work flow for problem mitigation and routing of alert system implemented by development. Merged current operations incident support and created process shared by development Incident Management and operations Incident Management. Reduced Problem Management system Category, Type and Item choices for better reporting and more accuracy. Evangelized operations support products to development to provide better monitoring insight within the development community and closer integration with operations support. Show less

NOC Service Delivery Manager (PTPM)

• Oct 2007 - Dec 2008

Centralization of NOC functions. Project lead for effort to centralize geographically dispersed operations functions to optimize incident and problem management and lower operational costs by over $1M a year. Improved mean time to identify and repair operational failures by 50%. Performed analysis of operations monitoring data, prepared and presented resulting data with recommendations to executive management. Implementation of recommendation resulted in improved metrics collection model for hardware, operating systems and applications and established baseline alerting models. Subject Matter Expert providing education to technology product organizations on NOC requirements to effectively support diverse product technologies resulting in overall shorter mean time to resolution. Provide service support to technology organizations. Working to integrate full circle service delivery between development, operations and support. Show less

Network Operations Center (Technical Manager)

• Feb 2006 - Nov 2007

Managed specialized teams within the network operations center performing problem and incident management.Provided daily tactical leadership for specialized support stations, including Database Systems support, DNS Systems support, Streaming radio and various other internet and AOL related technologies within the network operations center.Provided senior level guidance for problem management and escalations.Worked with specialized operations teams to provide NOC services.

Ad systems Operations (Sr. Systems Analyst)

• Mar 2004 - Feb 2006

Supported AOL ad systems, performed ad hoc queries, managed ad delivery systems and supported customer base within AOL marketing.Implemented a more efficient systems monitoring and management model, resulting in more efficient problem identification and mitigation.

Lead business plan development

• Dec 2000 - Apr 2001

Enterprise Management (Sr. Systems Administrator)

• Apr 1998 - Dec 2000

Managed projects for operations work-flow and communications model.Centralized data tracking repository of all AOL service computer assets.Procurement, installation, maintenance, lease management and monitoring process analysis, resulting in centralized information accessible from any point within the operations process.

Network Operations Center (Systems Administrator)

• Aug 1996 - Apr 1998

Managed project for implementing a problem management ticketing system.Decreased training time for new operators from a year or more to 3 months by defining NOC stations for specific subsystems within the AOL Network.

Network Operations Center (Supervisor)

• Dec 1995 - Aug 1996

Managed NOC operators, training and escalation point for Problem Management.

Network Operations Center (Operator)

• Sep 1994 - Dec 1995

Monitored and mitigated system problems. Updated knowledge base and problem tracking system.

Technical Support (Technical Customer Support Representative)

• Apr 1994 - Sep 1994

Provided technical support for AOL customer base.