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Work experience

Jun 2005Aug 2008

ITIL Severity Manager/Incident Manager Global Technology Infrastructure/Production Assurance

JPMorgan Chase

Directed 2nd and 3rd-tier technical support through resolution of high-priority network and critical infrastructure outages; scope of functions included root cause assessment, action planning and execution, tracking changes, communication with lines of business,regional management, and coordination of 3rd-party vendor access and service level agreements.

Lines of business included: Treasury Services, Retail Banking/Auto/Education Finance, Check Clearing Operations, Card Services and Emerging Payment Systems, Investment Banking, Real Estate (Regional Facilities Management), Private Bank Asset & Wealth Management, Corporate Development Legal/Compliance, and Global Technology Infrastructure.·

Role placed focus on business continuity and reducing mean time to repair (MTTR) via “follow the sun”, geo-diverse coverage (with centers in New York City, Columbus, Chicago, Dallas, Tokyo, Hong Kong, Mumbai, and London).

Effectively documented incident history capturing business impact, trending problems, and tracking changes; maintained multiple contact databases, IM messaging clients, paging group directories, multiple distributed systems infrastructure libraries, multiple ticketing systems. Collected data on OS, storage, network, and natural disaster outages.

Contributed to IT security configured for rapid redeployment; utilized best practices proven to operate remotely on encrypted laptops with secure RSA logins over wired VPN remote access, using regional call directors and VOIP.

Nov 2004Mar 2005

Server Deployment Technology Refresh Team Lead

Insight

Circulated territory (11 states) and administered project installing BankOne Teller Express software and hardware; scope of project comprised technology refresh project imaging Windows 2000 servers and XP desktops as well as conversion of Token Ring MAUs to Cat5 Ethernet LAN switches in retail bank branches. Provided complete project insight (including successes, milestones and expense reports) to project manager. Directed local technologist in customer-facing position.

·Guided installation of 4-5 branches per week with each branch fully functional prior to next day opening (team member of project with 23 teams successfully converting 1,500 branches and 18,000 machines in 6 months).

·Demonstrated new software profiles and applications to 375 staff (including branch managers, tellers and technicians) in branches throughout territory; included training on new workstations, printer operations, and communications verification.

·Overcame logistics challenges through use of GPS and PDA technology (to locate branches as well as local electronics store for additional supplies).

Sep 1991Jun 2003

Manager, Engineering Support Section/Supervisor, Technical Support

OCLC Inc

        Coordinated all projects via execution of system development lifecycle (complemented with matrixmanagement techniques); oversaw and ensured performance of 8 technical analysts and technicians repairing and upgrading PCs with seven different software builds

·Saved over $1.2 million providing expertise consulting on value added reseller (VAR) agreements with IBM, Dell, and Wyse computers; conducted comprehensive vendor and product evaluations, communicated custom hardware and software configurations, spearheaded compatibility testing requirements for OCLC product implementations, outsourced systems integration, and returned value for warranties targeted toward retail end users.

·Recognized by Vice President of Computer Operations for identifying circuitry and designing I/O card creating IBM PC based workstation for use in customer locations; played instrumental role enhancing offerings to customers; developed assembly language setup and test program verifying multiple drive CD systems configuration for library database collections.

·Eliminated costly 3rd-party service agreements via support of 300 CISCO routers nationwide; configured router IOS for TCP/IP address and firewall features, added memory, and managed spares inventory.

·Throughout tenure, consistently promoted from design engineer to technical analyst, supervisor, and section manager in hardware services, workstation support.

·Created user documentation, installation and test procedures for network upgrades in user libraries nationwide; developed extremely concise content facilitating general user consumption as well as enabling processes to be amended to 3rd-party maintenance agreements.

·Led initiative streamlining documentation process for new product introductions; employed in-house usability test lab to produce video to cross-train internal help desk and field support organizations.Provided video reference for printed materials and flexible scheduling for group and individual training.

·Reduced expenses $100,000 annually by responding to vendor recalls and engineering modifications in-house; also pursued credit on service agreements for services performed in-house.

·“Green” consolidation projects – Network longevity: Rewired power distribution systems in computer rooms (with 0 downtime and service outages); removed and reinstalled new electrical feeds to 3 computer rooms, redistributed conditioned power reflecting downsized electrical requirements, and documented cables and layouts with Visio; reconfigured Tandem Storage Fiber links, IBM server ring fiber links, and Low Voltage Differential SCSI links to tape silos as well as removed decades old low voltage wiring (potential fire and safety hazards); rewired 1,200 office cubicles on campus with Cat6 Gigabit cabling from fiber risers; earned certification of cabling system using Fluke Wirescope performance tester.

·Recognized for data recovery successes (supporting special project with Columbus Police Crime Lab as well as director of human resources computer wipe).

Oct 2000Oct 2000

FCC Licensed Subcontractor

American Tower/ Sprint

Cell Site Verification Testing Subcontractor- Mountain sites upstate New York Sweep testing antenna feeds and microwave back- hauls to telco central offices. Verification of feed line installation. Highlighted impedance characteristics at designated operating frequencies. Plotted Smith Charts and S-Parameters and installed line lengths, using an HP 8720C Network Analyzer, FLUKE TDR, and 7550 plotter.

19982000

President

Hilliard Darby Athletic Boosters
501.C non-profit group for Hilliard Darby HS, Hilliard OH -Community service volunteer •Incorporated the group and got it registered with the State of Ohio. •Held annual membership drives. Conducted mulch sales. Staffed concession stands. •Led volunteer members and officers in fund raising to cover $13K in awards and trophies and an additional $20K for publishing Fall and Winter Sports programs for Darby and Davidson High schools. •Began a scholarship program to award money to college-bound Darby student athletes.

Education

Franklin Univ

DeVry

Skills

Hardware & Software developer
C++ · Assembler Microsoft Office 2003 Suite Global Interface Design for Software Structured System Analysis  Structured Design Windows 2003 Active Directory Identity Management Linux Windows Operating Systems Remote Access Solutions Software Deployment Solutions Fluke Meters Protocol Analyzers/Data Scopes HP Spectrum Analyzers HP Network Analyzer TCP/IP Fundamentals IP/Advanced Concepts Cisco IOS Firewalls Filters VPN Circuit Design ORCAD /VISIO Krone CAT 6 Ethernet Cabling Cisco 2524 and 3650 Routers   PCI Bus Plug n Play enumeration

References

John A. Gammon

John D. Hardy

Ron Candage

Certifications

FCC GROL

Federal COmmunications Commision

Portfolio

Areas of Strength & Expertise

Vendor Management

Staff Supervision

Systems Implementation

Network Administration

Applications Development

Technical Troubleshooting

Systems Security

Technology Rightsizing

RFP / Contract Review

Procedure Development

Web-based Technology

Customer Tech. Support

Staff Training & Development

Budgeting & Expense Rpts

Inventory Management

Disaster Recovery

Expense Control

Client Needs Analysis

Hardware Configuration

Software Configuration

Summary of Achievements

Career Achievements

Reduced exposure $200 million annually through effective resolution and incident management operations (enabling systems availability and redundancy, ensuring functionality of global network infrastructure across 8 lines of business). ITIL Severity Manager/Incident Manager Global Technology Infrastructure … JP Morgan Chase

Guided server/workstation installation and application deployment in 4-5 branches per week with each branch fully functional prior to next day opening ; Demonstrated new software profiles and applications to 375 staff (including branch managers, tellers and technicians) in branches throughout territory; included training on new workstations, printer operations, and communications verification.Cleared significant background checks as role required operation in bank branches after closing hours. Server Deployment Technology Refresh Team Lead … Insight Enterprises (NSIT)

Utilized expertise to ensure quality and performance replacing 12-year old technology, new physical wiring, server imaging, removal and placement of servers, client systems, uninterruptible power supplies (UPS), reconfiguration of network printers, and custom serial interfaces to teller cash vaults. Server Deployment Technology Refresh Team Lead … Insight Enterprises (NSIT)

Custom hardware design and software development, placing personal computers in libraries nationwide (first to market with library ALA character set and custom library terminal emulation on affordable PCs); proto-typed I/O board, programmed custom protocol driver, and developed ALA character ROM and keyboard (preserving custom terminal features implemented on IBM PCs). Conducted FCC compliance testing for Part 15 EMI emissions. Revised I/O board twice for AT form factor and clock sync feature. Design Engineer… OCLC, Online Computer Library Center

Provided expertise in lead technical contact role consulting on value added reseller (VAR) agreements with IBM, Dell, and Wyse computers; conducted comprehensive vendor and product evaluations, systems integration of hardware and software components, and compatibility testing for OCLC product implementation and replacement parts outsourcing. Created user documentation, installation and test procedures for network upgrades in user libraries nationwide; crafted concise content for general user consumption and amendments to 3rd party maintenance agreements. Technical Support Analyst … OCLC, Online Computer Library Center

Cell site Sweep testing and Microwave backhaul performance testing on newly built cell sites; conducted sweep testing on antenna feeds and microwave back- hauls to telco central offices, verified feed line installation, highlighted impedance characteristics at designated operating frequencies, plotted Smith Charts and S-Parameters of installed line lengths, using HP 8720C Network Analyzer, FLUKE TDR, and 7550 plotter. Cell Site Verification Testing Subcontractor … American Tower/Sprint