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0-5 years of experience
Supervised a 24×7 Operations Team Supplying Network, Application, System and Hardware Support for 32 Customers
- Utilized Multiple Monitoring Applications to Insure Availability, Integrity and Confidentiality
- Managed Budgets for Training, Hardware/Software and Employee Compensations
- Implemented Intensive Internal Training and Developed Processes and Procedures to Insure Employee Satisfaction, Efficient Customer Support and Company Savings
- Worked with All Support and Managerial Teams to Integrate New Customers and Maintain Current Contracts
- Created Disaster Recovery Plans and Reported Significant Events to Customers and Support Staff with Resolutions and Proactive Procedures to Avoid Future Outages.
0-5 years of experience
Lead Operations Engineer and NOC Manager for regional Internet Provider with responsibilities over network and systems infrastructure teams as well as management of call-center support team
- Administration over Cisco Routers and Switches, Frame-Relay Circuits, Windows, Solaris and FreeBSD Servers, Email and Web Hosting, customer facing DNS and Authentication
- Performed upgrade of dial-in remote access services to comply with V.92 Dial-Up standard
- Led IP Re-Design of 10,000+ user network and implemented BGP to create a fault-tolerant network topology
0-5 years of experience
Increased Tier 2 incident resolution from 22% to 81% in the span of 12 months, resulting in decreased escalation volume to Tier 3 systems engineers.
- Cultivated growth and development of the Network Operations Center, resulting in 50% increase in shift coverage and cross-training opportunities for managed personnel.
- Developed high-level KPI reports for senior leadership, resulting in increased management visibility of problematic production systems monitored by the NOC and driving strategic problem resolution.
- Coordinated with Tier 3 engineers to author ITIL-compliant SOPs and OLAs for Tier 2 incident response, resolution, and escalation, resulting in a 59% increase in Tier 2 effectiveness.
- Performed Business Continuity/ Disaster Recovery planning following industry best-practices, which lead to a 50% increase in critical monitoring systems outage preparedness.
- Authored and published KnowledgeBase templates and documentation requirements across IT operations department, resulting in a 90% increase in actionable documentation for critical systems.
- Developed automation scripts, resulting in reduced time spent by Tier 2 operators on manual tasks.
- Implemented policy changes that lead to increased functional reach of the Tier 2 NOC team.
0-5 years of experience
Help Desk and NOC Manager in the MSP arena, providing support and maintenance for client’s infrastructure, disaster recovery, business continuity, and business applications from small to enterprise level clients. Directly supervise 11 team members, to include a service coordinator, systems engineers, NOC analyst, and Help Desk analyst. Complete oversight and operational direction and guidance of all support and project related activities. Create and provide technician user support training related to soft skills, technical skills, processes, and procedures. Developed team metrics, goals, and project plan to align performance metrics and projects with goals. Performed data and scheduling analysis to capture and track trends and incidents that drive calls, and increased productivity through schedule and staffing adjustments. Completed 90 Day and Annual Performance Reviews for all team members. Operations Manager responsibilities included effective client account management, developing and maintaining relationships, ensuring projects and issues are addressed, and managed branch technical and engineering resources. Instrumental in the client account management process, retaining all clients, and renewing 2 contracts. Addressed escalated client issues and incidents, and managed systems engineers and architects to complete SOW and other managed services and IT related projects. Managed critical outages and escalations, and served as client liaison, providing timely summary updates and feedback.
- Addressed over 39,000 support calls, 27,000 support emails, and over 130,000 alerts
- Supported over 6900 devices including servers, routers, firewalls, and workstations
- Established all performance metrics and established processes and procedures SLA
- Reduced averaged talk time from 13:46 to 9:47 through training and effective call management strategies
- Created Knowledge Base index for client and account documentation, increasing proficiency and time to resolution
- Improved customer satisfaction surveys to from 67% to 95%
- Managed IT implementation projects and client on-boarding/off-boarding
- Developed Workstation Management process as part of Help Desk services
0-5 years of experience
Directed initial stand-up and acceptance phases of San Diego’s NMCI Network Operations Center (NOC) established clear accountability for service delivery and implemented fundamental disciplines to reduce and eliminate significant reliability problems.
- Introduced more organized and efficient operations to attain an on-schedule completion of the NOC build out.
- Achieved an Interim Authority to Connect (IATC) and Interim Authority to Operate (IATO) on first effort with only minor considerations.
- Established NMCIs Definitive Software Library (DSL) to serve as repository of all technical and build information; DSL is still in place today.
0-5 years of experience
Conducted weekly meetings with other Operations, Facilities and Project Managers to discuss customer statuses, new build-outs, maintenance, upgrades, move-ins and move-outs.
- Interacted with outside customers on a daily basis to coordinate services offered and up-sell new services
- Involved in the SAS70 and ISO 9000 Auditing and certification processes
- Managed a group of 20+ NOC and Systems Engineers in a web-hosting and managed services environment in multiple locations in the South Bay Area of SF California.
- Performed System Implementations, Disaster Recovery, Tape Backups and Rotations, Hard and Soft Rebooting of servers, Foundry/Juniper/Cisco switch and router installations, LAN design, tour guiding and customer relations, Installing and taking down Server Racks, Cabling and Cross-Connecting.
- Maintained employee schedules, performed quarterly reviews, disciplinary actions, hiring and training
- Successfully lead a project of consolidating two Internet Data Centers and migrating customer’s websites, servers and other equipment.
0-5 years of experience
- Managed a team of 30 engineers supporting all HP voice and contact center infrastructures.
- Responsible for reporting and metrics to senior management in IT, Business Unit and Trade Client Contact Centers.
- Implemented ITIL (Information Technology Information Library) problem and incident management process resolving more than 15,000 tickets per month.
- Worked directly with clients to resolve major incidents, outages and ongoing problems that impacted SLAs.
- Developed metric reporting process to identify accurately patterns within systematic flow of information generated by major incidents to gain valuable insight on client single points of failure and lack of redundancy.
- Established cross-functional collaboration teams, providing real-time information related to connectivity among contact centers and other critical business unit areas involved in day-to-day operations.
0-5 years of experience
Developed and Managed two new NOC’s, in the US and Pakistan
- Coordinated Managed of multiple related projects directed toward strategic business and other organizational objectives.
- Built credibility, establish rapport, and maintained communications with stakeholders at multiple levels, including those external to the organization.
- Created and Managed Project Plan for NOC CISCO Audit (passed Audit on first Pass)
- Coached, mentored and trained personnel within a technical team environment.
- Produced project plan for Training Procedures for 16 Engineers
0-5 years of experience
Provided leadership to the installation, configuration and maintenance of all SBA network computer systems. Additionally,
- Managed 25 contractor employees comprised of Network Engineers, System Administrators and computer programmers.
- Provided technical oversight and management of the upgrade of Microsoft Exchange 5.5 to 2003 which ensured the agencies readiness for advancement and compliance agency wide.
- Partnered with senior level specialists in support of the migration of Windows 2000 to Windows XP operating systems within the SBA for distribution to all SBA’s field offices.
- Led and facilitated testing procedures and enterprise wide guidelines and tutorials for all security applications dealing with the transferring of SBA’s user account information from Microsoft Exchange 5.5 to 2003.
- Established curriculum and participated actively in the support of the Network Operations Center (NOC) and Helpdesk monitoring and servicing of all Network systems, hardware and software applications.
- Performed the exchange administrator duties resolving issues with restoring mailboxes, adding access to user’s calendars, creating and deleting email accounts for new and retired employees.
- Established and managed the created of images for laptops, desktops and servers which were installed on new and pre-purchased computer systems.
0-5 years of experience
- Designed an environmental monitoring system for a remote a site for a loss of power condition utilizing existing equipment and minimal hardware.
- Researched, developed and executed MOP to hardware upgrade the Nortel DX system without having customer impact in the field.
- Supervised the NOC second Shift to monitor and respond to alarms in the PPL network.
- Reviewed, Coordinated and aided in the execution of all MOPS network changes
- Performed daily reporting and status of events per night
0-5 years of experience
Controlled daily operations in a Network Operations Center
- Managed backup systems at multiple locations using multiple technologies
- Provided email management with spam filtering capabilities
- Provided remote access capability using numerous techniques
- Maintained all user desktops, laptops and servers, LOB software, with little downtime to user environment
- Performed preventative maintenance to all users hardware to extend expected lifetime of equipment
0-5 years of experience
Managed staff of 50+Union personnel to ensure customer satisfaction through timely delivery of Network Carrier Services. Scheduled employees work week, vacation and training. Wrote reviews and coordinated process improvement efforts. Created flex tours to accommodate coverage during high volume call periods, and adjusted resources to accommodate times that were not so busy. Met with union personnel to discuss grievances and resolutions
- Coordinated interdepartmental efforts during the installation process or service call.
- Technical point of reference for customers, account team members and other departments.
- Provided leadership, training, development and evaluation of 50+union personnel.
0-5 years of experience
- Managed a group of technicians to make sure issues were worked based on priority.
- Worked on escalated tickets to ensure service level agreements were met.
- Assisted with maintenance on our internal networks.
- Participated in weekly meeting to analyze business needs and work out plans to meet the needs.
- Trained all new and existing technicians on changing processes and technologies.
0-5 years of experience
- Contributed extensively to the planning, design, and provisioning of the NOC and various other elements for Lone Mountain – the first tier 4 design certified colocation datacenter in the United States.
- Collaborated with, guided and managed front line staff career path, training and certification cycles.
- Participated in and managed business projects, quality audits, and ticket feedback surveys.
- Planned, coordinated and executed staff meetings on a routine basis reaching both up and down the organizational chain of control.
- Created, maintained and communicated key business metrics to solve challenges, identify trends and optimize performance on a daily basis.
- Ensured industry leading customer satisfaction and loyalty through personal and technology based customer interactions.
- Managed and provided oversight for customer maintenance on a variety of equipment and systems.
- Assisted the Data Center Services department in the coordination and oversight of the day-to-day operations and maintenance of the Data Center, including providing assistance with facilities, provisioning, and installation issues, as primary duties permit.
- Provided consistent escalation support through phone and e-mail on a variety of issues to ensure ongoing availability of ViaWest services.
- Maintained a flexible work schedule to support occasional night, weekend or holiday workloads as well as participation in on-call rotation for escalations.
0-5 years of experience
Managed an 18 member NOC technical support team for a satellite and a wireless network with over 60,000 sites
- Primary Support contact for United Nations sites in Africa & all international and corporate accounts.
- Provided technical support for escalated hardware, LAN/WLAN and WAN issues
- Network & device troubleshooting and support walk-through over telephone
- Aided in resolving problems in time to reduce downtime.
- Track trouble-tickets to make sure tickets are closed in good time.
- Routine travel across clients sites to build rapport.
0-5 years of experience
Managed build out of new Data-center facility.
- Managed 9 Net Avenue Inc. Web Hosting Department in 1997 during this period number of Web Hosting clients increased from 4,000 to Technical support of existing clients was significantly improved.
- Hiring of qualified staff.
- Monthly reports, Projections and Evaluations.
- Managed 9 Net / Concentric Co-location Computer Departments. Total number of co-location servers increased from 200 to 2000, and kept cancellations to less than 1%
0-5 years of experience
Managed datacenter within a 24/7 Interactive Voice Response (IVR) platform
- Hired, managed, and created work plans for 12 network, system and database administrators
- Envisioned and gained consensus for the NOC qualification process for new hires
- Created IT security awareness program reducing social engineering behaviors of competitors
- Hired on as Systems Administrator and assist in building the B2B E-Commerce Infrastructure
- Configured (CSU/DSU) for deployment of virtual DS3’s to T1 assignment level
- Installed and configured Cisco VPN, switches (2900 & 3500) and routers (2600 & 3660)
- Initiated and maintained Network Monitoring and logging for packet traffic evaluation
0-5 years of experience
- Manage daily NOC and Remote Support Team operations and client services, including:
- Built a centralized Remote Support Team from the ground up over the course of a year. Created and defined roles and responsibilities within the department along with all relevant policies and procedures.
- Grew department to become #1 in client billings, responsible for over 80% of ticket resolutions YTD.
- Upgraded RMM system to increase accuracy and reliability of alerting, reducing the volume of alert generated tickets by 68%.
- Reconfigured NOC Colocation, adding network redundancy and remote power management, increasing up time for business critical software and hardware.
- Implemented new hire training program increasing readiness and early utilization of Technician’s entering service with the company.
- Discovered $25,000 in miscalculated annual recurring revenue via client contract and agreement reconciliation.
- Designed and implemented remote support Web Chat feature for deployment to client base. Used successful Support implementation to modify and deploy for use by the Sales Team.
- Evaluate and implement new client service offerings.
- Created customer survey and feedback program allowing [company name] to identify areas of improvement.
6-10 years of experience
- Established 24/7/365 NOC team
- Created knowledge sharing utilizing MS SharePoint technology
- Designed first iteration of public hosted environment
- Migrated 500 user Netware GroupWise to Microsoft Exchange cluster environment
- Performed numerous Exchange and Active Directory migrations
- Utilized different technologies to virtualize and stabilize server environments.
0-5 years of experience
- Provided 24×7 support of the Network Operations Center in Cali.
- Provided management to the local staff of engineers (Linux and software engineers)
- Ensured customer and company outages were responded and remediated within established
- Developed processes and procedures that improve Company remediation and response to customers internally and externally.
- Acted as the Scrum Master for the software development process.
- Followed and supervised User Stories during the sprint to ensure the goals established by the product owner.
- Followed the software development process using Rally/Jenkins/Github.
0-5 years of experience
- Managed multi-location call center composed of NOC, Telecommunications Repair, and ISP Technical Support Departments. These three departments supported Cleartel’s 325,000 T1 voice, T1 data, fractional T1, integrated T1, PRI, Internet services, UNE-L, UNE-P, pre-paid, and post-paid customers
- Achieved a 97% “completely satisfied” rating among Cleartel’s T1 voice, T1 data, fractional T1, integrated T1, and PRI customers
- Was project manager for the development of Cleartel’s fraud prevention plan, in-house T1 testing capability, employee “Telecommunications Fundamentals” training, internal and external “outage notification procedures,” automated customer channel bank and DS3 multiplexer “polling” process, NOC quality assurance procedure, vendor dispatch “disputed fee” recovery procedure, and departmental hurricane preparedness plan
- Evaluated potential vendors for business relationships and worked closely with them insuring high quality and timely work
- Participated in multiple merger and acquisition “due diligence” studies for Cleartel
0-5 years of experience
Responsible for all NOC activities, including process planning, escalation, event management, and change management (Maintenance planning and coordination)
- Proactive monitoring and detection of large scale cable network issues and outages using HP Openview and proprietary monitoring software.
- Develop and implement process and training for network operations technicians and staff including equipment installation, project scheduling, endpoint provisioning, and event/outage response.
- Responsible for KPI reporting and analysis for multiple fix agent/engineering components.
- Successfully created and implemented Tier 3 NOC functionality within a historically single tier helpdesk.
- Planned and implemented team process, training materials, and resource allocation Interpret and evaluate operations based on key performance indicators and key indicator reports
- Proactive communication with business owners regarding major issue occurrence and root cause/resolution
- Prepared and conducted formal briefings to key decision makers
- Provided verbal and written counseling and technical guidance in accordance with Human Resources policies
- Create and implement organizational BCP Plan for 911 continuity throughout regional disruptive event.
0-5 years of experience
- Manage the daily activities of seventeen level II and level III Network Engineering team.
- Provided 24×7 escalation support of desktop infrastructure for 1st line support team.
- Established training and motivating NOC Staff with support of Operations Director.
- Review Contracts for compliance on agreements (SLAs)
- Directed the day-to-day efforts of development and managed each project from start-up to completion.
0-5 years of experience
Tasked with building out NOC with qualified candidates and creating a Run Book for Operations.
- Led requirements gathering from stake-holders; developed a project plan that encompassed Dev and Production environment and identification of KPI’s
- Maintained knowledge of IT infrastructure architecture, standards and practices and consistently applied these standards
- Supported the delivery of infrastructure projects for Global IT organizations and provided consultation for impact to business and application portfolios
- Deployed agents and verification of alerts in the stand-up of applications and services
- Managed NNM -Event Configuration and alerting
- Maintained monitoring systems, applying patches and updating SPI’s
- Experienced deploying SPI’s for Siebel, SAP, Cluster Svc’s, WINOS, DBSPI, etc.
- Led testing of all HP BTO Software to be on-boarded in environment (BAC, UCMDB, Sitescope, Service Manager. Specializing in the ITSM space.)
0-5 years of experience
N-Central: Network monitoring and remote systems management solutions for service providers and IT Professionals
- Autotask: Ticketing system to manage MSP clients reporting capabilities that managers need to analyze profitability in real time.
- Catbird: comprehensive security solution for virtual and physical infrastructures.
- Project and micro managed a team of eight individuals on a 24/7 basis.
0-5 years of experience
Manager of Tier 3.0, 3.5 and 4.0 Engineering NOC support staff, who are the network monitoring and break-fix agents across all aspects of the Charter Cable operation.
- Technical and operational liaison between the NOC and all other engineering departments within Charter Cable.
- Responsible for root cause analysis of network related anomalies and developing strategies to mitigate repeat issues.
- Standardized the Change Management processes across all technical departments of the Charter Cable operation including CMTS, Network Engineering, Outside Plant, and Digital Services.
- Developed processes and procedures to proactively identify and resolve potential issues with network and video equipment before they become customer service affecting.
- Developed performance metrics for all NOC engineering staff, which reduced overall MTTR statistics across all aspects of the Charter network.
- Standardized the ACL implementation process, improving network security.
- Managed/mentored network engineering staff responsible for commercial enterprise network designs and deployments.
- Managed the NOC transition between the legacy Bresnan/Cablevision network tools, to Charter’s software platforms.
0-5 years of experience
Provide leadership, technical expertise and management to all members of the NOC Team
- Provide 24×7 escalation support for NOC/Technical Mangers
- Roll-out & Implementation of support procedures for the ICT DIA & Voice systems in [company name]
- Manage the operations of 24/7 network to ensure no unscheduled downtime for TNT, Guyana, Suriname and the French West Indies.
- Develop, implement, document and enforce NOC policies and procedures
- Define the NMS system set-up & reporting for collection of Network alarms
0-5 years of experience
Directly managed a staff of 30 covering a 10,000 server datacenter 24/7/365. Trained and audited call center for end customer satisfaction. Worked to keep 99.9999% uptime.
- Trained all new staff to understand networking as it relates to a NOC.
- Handled all delicate and important customer escalations by telephone and email.
- Kept all staff moving forward to next level technician rating, praising & promoting.
- Began implementation of Crosby Quality systems.
0-5 years of experience
Manage 7/24 NOC team, CRM’s, Tier 1 and Tier 2
- Streamlining efficiencies of staff thus reducing budget
- Restructuring/Design/Implementing Processes, policies and Procedures.
- Design and Implementation of Microsoft CRM Sales/Ticketing System –
- Improving Customer Satisfaction via Metrics and Training
- Implementing both SLA’s and OLA’s.
- Change agent – Implementing Plan to change company culture
0-5 years of experience
Monitors and managed customers and internal infrastructure via NetCool and HP Open View.
- Installs and configure internal network hardware.
- Performs Troubleshooting techniques for customers Windows2000/NT, UNIX servers and network devices.
- Assists customers on all maintenance requests within their server farm or network.
- Performs Test ISDN backup, Out Of Band, and point-to-point connectivity to various customers.
- Supports customers Frame-Relay and VPN network.
- Administers training and development for all new employees.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
