Incident Management Analyst

• Nov 2019 - Present

- Serves as a team member performing duties in a 24 x 7 x 365 environment - Processes and monitors enterprise-level incidents from inception to resolution for government entities - Reports, tracks, and resolves incidents within the environment - Gathers information pertaining to incident or problem and conducts full-scale investigation - Assesses impact of specific incidents or outages, including data sensitivity concerns - Coordinates with Tier 1 on a continuous basis to ensure calls and tickets for incidents are handled accordingly - Determines best practices in information technology (IT) incident prevention and response - Recommends improvements or adjustments to management in order to improve project deliverables - Provides continuous support to other personnel as needed Show less

Senior Specialist, Data Center Management

• Jan 2018 - Apr 2019

Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problemsDevelop and interpret organizational goals, policies, and proceduresPrepare and review operational reports or project progress reportsCommunicating with Supervisors, Peers, or SubordinatesUpdating and Using Relevant KnowledgeScheduling Work and ActivitiesPerforming Administrative ActivitiesExperience with: Access servers, Computer servers, File servers, Help desk software, Microsoft Office, Microsoft Outlook, Microsoft Word, Robot automation tool, Teleconferencing equipment, Veritas / Symantec NetBackup and Netbackup Backup and Restore (BAR) Show less

Supervisor - IT Data Center Services

• Jan 2016 - Jan 2018

Continued role with AT&T (Post-DIRECTV acquisition)

IT Data Center Operations Supervisor

• Mar 2014 - Jan 2016

- Management of Data Center Operations team consisting of twelve (12) staff- Establish strategic roadmaps and tactical plans for IT operations teams- Responsible for evolving tools, processes, personnel, and skillsets to support Jenkins based DevOps CI/CD model across operations - Establish, review, and manage service level agreements (SLAs) and key performance indicators- Capacity management of power, cooling, and supporting IT infrastructure- Responsible for data center design, site selection, and operation of three (3) enterprise data centers and 40K+ sq. ft. of raised floor space- Management of data center technician teams (Power/Cooling/MAC) and administration of asset DCIM/CMDB data and tools- Management of EDI, job automation, and managed data transfer teams- Management and strategic/technical leadership of the DIRECTV backup & recovery teams, disaster recovery (DR), and business continuity planning processes- Management of Tier I/II 24x7 data center operations/monitoring teams- Provide technical leadership across verticals and geographic locations- Supervisory duties such as staff performance coaching, evaluations, training, and career development- Critical incident management & service restoration leadership- Capacity planning, forecasting, and trending of supporting IT infrastructure- Assure compliance with PCI, SOX, SAS 70 and physical security audits Show less

IT Datacenter Operations Lead

• Jan 2010 - Mar 2014

- Identified opportunities for process improvements and alignment with peer teams- Maintained a high level of customer satisfaction by patiently clarifying customer needs and ensuring that they are met- Participated in the cross-training and mentoring of peer/junior staff- Ensured consistency with data center standards, policies, and processes including change control, compliance activities, audits, scheduled walkthroughs, checklists, logs, and daily turn-over/weekly management reports Show less

IT Datacenter Operations at DIRECTV

• Jan 2008 - Dec 2009

- Escalation, communication, and management of production system issues and equipment failures- Monitoring and troubleshooting of AutoSys, VMS jobs, and NetBackup jobs including restore requests- Handled backup tape media including incoming and outgoing backup tape requests in compliance with established processes and procedures- Defined, documented, updated, and tested procedures for day-to-day tasks - Assisted peer technology teams with rebooting servers, pulling cables, racking hardware, moving data center equipment, replacing hot-swappable hardware components, and keeping the data center clean- Responded to customer inquires promptly and appropriately- Took ownership to ensure satisfactory completion of inquiry through engagement of appropriate peer team resources- Utilized general IP networking and server knowledge to provide hands-on, break/fix support for the data center systems and communications environments Show less

Help Desk

• Feb 2006 - Jan 2008

- Provided 24/7/365 general IT support to internal and external customers which came in through phone calls, emails, Remedy Tickets, and in-person arrivals. - IT Support for internal customers included login issues, remote VPN connection issues, troubleshooting PC / laptop issues, unlock / resetting passwords, using shadowcopy function to restore recent file removals, and using MS Active Directory to create distribution lists and assist HR processes for onboarding new hires into the system. - IT Support for external customers included troubleshooting ticket printer machines to ensure optimum functionality and assist in coordinating repairs for the machine with the customer. Show less

Technical Support Engineer

• Jan 2005 - Jan 2006