| Candidate Information | | Title | Problem Management Process | | Target Location | US-NY-New York |
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Click here or scroll down to respond to this candidateWhat does Intune application do?SUMMARYOver 12 years of experience in the IT industryEstablish collaborative relationships with peers and other teams, departmental businesses, and divisionsProven leader and motivator of direct staff, consultants, and project teamsDesign, plan, lead and deliver projects.Analyze, refine, and develop processes.Excellent written and verbal communication skills.12+ years experience in Datacenter Operations, IT Service Management, Enterprise Change Management Process, Root Cause Analysis and Problem Resolution.Relentlessly pursue excellence in all endeavors and opportunitiesDiligent in identifying waste and minimizing costs.Experienced in client-server infrastructure architecture.Proficient in LAN, WAN, Enterprise Datacenter andNetworking technologies. Experience with Large FinancialOrganizations and High Availability of mission-critical Infrastructure and ApplicationsPROFESSIONAL EXPERIENCEFlournoy Consulting LLC New York, NY (March 2023 current)Network EngineerFitch Ratings New York, NY (June 2022 Feb. 2023)Major Incident ITIL Problem ManagerCoordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processesCollaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.Coordinate, convene and facilitate Post Mortem and Problem review meetingsEnsure the problems progress through the Problem Management process in a timely and prioritized fashionCreate and deliver external content regarding service disruptions.Ensure that the problem management information reflects accurate errors and is completeDevelop trend analysis and prepare service improvement plans to address identified gaps/Ensure recurring incident resolution is addressed with urgency via the Known Error Database.Maintain a comprehensive understanding of all aspects of product delivery and operationsNYC DOITT - BROOKLYN, NY (Nov. 2021 May 2022)Major Incident Problem Manager NOCManaged urgent incidents associated with a team of front-line technical staff supplying end-to-end support for outage situations includes problem isolation, issue resolution, and escalation management according to pre-defined protocols; manage the identification and escalation for all operational events affecting production environment requiring 24 X 7 X 365 uptime for NYC Agencies such as NYPD, FDNY, OATH, etc.Develop, document, implement and keep processes and procedures for the day-to-day operations and the integration of new services into the NOC; generate reports for management about service availability, uptime, and adherence to Standard Operating Procedures and SLAs.Facilitate a cohesive communication process across business & IT by orchestrating multiple internal groups towards common goals, including recurring operational performance reviews; provide oversight of related incident management processes including troubleshooting, approval of quick fixes, and ensuring accurate incident reports & communications; direct responsibility to drive an ongoing incident management process including root cause identification, incident solving, change recommendation and coordination, risk determination, and ongoing communications.Supply prompt written and verbal status updates to senior management for assigned incidents and problem ticket escalations, and when applicable, coordinate SWAT team (escalated incident management) activities; work across one or more shifts in a 24x7x365 operational team.Available for after hours and weekend calls for problem resolution; challenge the team to minimize adverse impact on business operations when restoring service; coordinate infrastructure and application teams to restore normal service operation as quickly as possible; lead application/infrastructure/ engineering teams to incident resolution, including off-shift and weekend support functions; escalate incidents to senior management as needed, scheduling, facilitating and reconvene meetings for incident and problems; oversee the handling of Urgent incidents as well as any service impacting Incidents; manage special IT projects as assigned.Leading and easing Root cause analysis, postmortem investigations; ownership, supply oversight to drive root cause determination, risk mitigation, and ensure permanent resolution is put in place.MUFG - MITSUBISHI UNITED FINANCIAL GROUP, JERSEY CITY, NJ (June 2012 Oct. 2021)Major Incident Problem ManagerConduct a comprehensive root cause and define corrective tasks for the elimination of Incidents that are defined as problems.Identify the technical descriptions of events and accurately capture the important details and present them to the business in terms they understand.Recognize and effect changes to processes and procedures that reduce risk and business impact.Apply Technical and personal skills for working with a diverse group of people (Business and Technical staff) to coordinate events leading to the elimination of defects and returning the business to normal operations as quickly as possible.Assist ISA (Integrated Systems for the Americas) with the daily management and facilitation with meetings to resolve abnormal events to the production environment as they occur and report to CIO, CTO and CEO.Drive production stability by the coordination and facilitation of incident and problem processes related to the infrastructure departments: ITS (EDPO, DST, DSI, Network, Database, MQ, Desktop, Mainframe, Midrange, SAN Storage, DWH, and the ITD).Own the responsibility for overseeing resolution of various problems as they occur, by facilitating thorough root cause analyses of incidents.Observe and collect all information concerning descriptions and causes of production incidents for accurate summations of the relevant information to distribute to stakeholders, senior management and the business focal points promptly.As part of problem analysis, work with ITS, ITD, EIS and Business units to identify risk exposure, task priorities, and develop action plans of corrective/preventive measures to achieve expected service levels.Take the lead of sensitive management issues brought to the attention of the FORCE Problem Management Team.Work with the technical teams to complete action items addressing technical and process/procedural faults within ISA infrastructure.Improve Incident and Problem Management team initiatives, processes to elevate the expertise of the Incident and Problem Management Team.Responsible for performing all functions owned by the Incident and Problem Management Team, including problem management, knowledge management, configuration management, HP Service Manager (HPSM) administrative functions and ISA/ITS/FORCE reporting.Participate in the on-call rotation for after-hours support and must be available to work weekends as required by Integrated Systems for the Americas for crucial event Management.Change Management Change Manager: (June 2012 January 2015)Manage and enforce the Change Management process.Manage all Changes through the approval and scheduling activities by assuring the request is complete, all issues and conflicts are resolved, assessments are accurate, and approvals have been obtainedAct as the focal point for the change schedule and any status changes to currently scheduled changesFacilitate and manage Weekly Change Management Meeting.Review metrics to identify opportunities for the change process and planning/execution improvement.Communicate and publish Monthly metrics to senior management (DCIO, CTO, and CIO). Represent Change/Problem management group at Senior Management Monthly Metrics Reporting meeting.Maintain the calendar of change activity for the organization.Establish and manage the PDPA/Standard Change library.Educate and support the users of the Change System via Team Lunch and Learn sessions and WebEx training sessions.CAB / ECABChair and is Member of the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB)Participate in other organization CAB/ECAB as appropriate.Prepare and distribute CAB meeting agenda, meeting notes, and supporting materials.Communication & Status ReportingCommunicate change status (planning, completion, results) information to stakeholders.Compile and distribute the Forward Schedule of Changes (FSC)Change System (module) administration.Responsible for the general administration of the Change Management module and website maintenance.Daily Checks for unauthorized change requestsFully support the ITSM program and the Change Management work streamAdhere to all SOA IT processesHORIZON BLUE CROSS BLUE SHIELD NJ, NEWARK, NJ - Data Center Infrastructure Analyst III Consultant (January 2011 June 2012)Manage vendor relationships including hardware, software and maintenance contracts.Perform day to day operations to maintain SLAs and business functions.Responsible for monitoring, supporting and participating in the development/enhancements of distributive system management platforms.Guide junior Infrastructure analysts and follows guidance and direction from Business Systems Engineers when needed.Resolve issues through level 3 in the server, operating systems or other software under the control of the Distributed Systems Management team.Installation and configuration of server OS, applications, clusters and databases. Configure Windows Server infrastructure for installations, upgrades, testing, deployments, and issue resolutionTake ownership of all assigned level II and III issues and be responsible for follow up from end to end.Acquire knowledge of new technologies and may implement to benefit Horizon and disseminate this information to IT staff members.Escalate issues when necessary to senior members of the team for resolution.Documenting processes and procedures for Infrastructure support. Provide support for 24x7x365 Distributed Wintel and UNIX/Linux platform Datacenter supporting over two thousand plus servers. Providing Level 1 and Level 2 support to Datacenter Operations which includes monitoring systems, building, and provisioning systems, providing applications support, asset management and participation in Enterprise projects. Datacenter Team responsible for Windows patching. Scans all servers within the enterprise environment on a monthly basis.Support of VDI/VMware environment after hours support for an overseas DBA team utilizing Vsphere 4.1 and AD for VDI troubleshooting. Troubleshooting 2nd and 3rd level client issues involving the firms Virtual Desktop Imaging (VDI) infrastructure.Support and monitoring of Storage environment consisting of HP SAN Storage (EVA, EMA, MSA, 3PAR); IBM XIV; EMC Storage Arrays. Also, support of F5 and 3PAR Network Load Balancing Infrastructure.JP MORGAN CHASE, NEW YORK, NY Change Manager Global Service Operations Analyst (Nov 2009 Jan 2011)I was the primary backup for hosting the highly visible Major Event Planning Calendar (MEPC) support group working with GTI change owners and LOB representatives to ensure minimal collisions and full awareness of the preparedness and appropriate scheduling of changes taking place in the calendar year.I ran restriction meetings to evaluate change events scheduled during restriction periods and guided the cross-impact analysis with the restriction period ownersIn the Change Manager Analyst role, as part of the broader Change team, I performed as the analyst lead for restriction periods used throughout the calendar year to manage change events during critical business periods as requested by the LOBs within JPMorgan ChaseAny testing of the change toolsetThe administration of Pre-Authorized-Defined Production Activities (PDPA) for the GTI towers and LOBAir Traffic Control and Change Advisory Board (CAB) functions for GTI changes.Data Center Operations Site Manager (Oct 1996 Nov 2009)Develop and implement policies and procedures which support organization short and long-term business plans and minimizes losses associated with inadequate information systems, operational problems and breach of internal controls.Responsible for the scheduling and management of the execution of installation and decommissioning of servers and network equipment within the Data Center Infrastructure.Responsible for ensuring compliance with applicable federal and state regulations revolving around quarterly CSA (Control Self-Assessment) Risk Management reporting. Responsible for document processing workflow.Direct the day-to-day activities of Data Center resources, including managing service level agreements, fluctuations in volume and fluctuations in staffing.Devised training curriculum for Enterprise Site Engineers for development and assurance of productivity in the latest Cisco, SUN, and Microsoft certifications. Monitoring staff development, productivity, and quality to ensure sufficient site coverage.Site Lead for the Downtown NYC Data Center Operations team (NYC DCO team of 16 site engineers) for the Global (GTI) Technology Infrastructure & Controls group to monitor, guide and support the efforts of 3 Data Centers (Wintel/ Linux/AIX environments) in the NYC region out of 43 Data Centers in the North America, EMEA and Asia-Pacific regions. Supporting a datacenter environment of 4000 servers (Wintel, Linux, and AIX) Netapp and EMC Storage Network.Co-ordinate all Enterprise Network activity that takes place on site, representing the site at customer meetings with Line of Business clients and vendors.WILLKIE FARR & GALLAGHER, NEW YORK, NY LAN Support Specialist (Jan 1994 Oct 1996)Setup of user logins and applications.Installation and support of Synoptic hubs and Alantec Power Hub routers for Ethernet switching.Responsibilities include workstation configuration and support.User setup for electronic mail application.User setup for PCDOCS Document Management system.Provide technical support for 1,000 users in a Novell Netware 4.1 Ethernet environment.Support of Net frame file servers, Windows NT for document management server.WHITEHALL ROBINS, AHP CORP., MADISON, NJ ASSISTANT Manager, Information Systems (Apr 1992 Jan 1994)Manage and motivate a small staff to support personal computer and network end, users.Provide hands-on technical support for 250+ users in a Novell Netware token ring environment.Administer and maintain file servers, SNA gateways, communications servers, and wiring hubs.Implement senior management's objective of automating the 350+ divisional workforces.Conduct needs analysis and project development for local area network installations.Develop escalation procedures for personal computer and network troubleshooting. Institute standards for hardware and software procurement.Co-ordinate the conversion from minicomputer systems to Microsoft Windows-based networks.EDUCATIONNEW YORK UNIVERSITY, NEW YORK, NYInformation Systems ManagementCERTIFICATIONSITIL V3 Foundation - May 2010Lean Six Sigma Certification - in progress.CCNA - in progressCertified Python Programmer Certification - in progressIT Digital Solutions ArchitectPROJECTS1.Merger Integration Project for JP Morgan Chase Manhattan Bank merger for downtown NYC sites -Migration of Arc Serve for Netware 6.6, seven vers, NT 6.5, CA Arc, Serve 2000 to a Global Unix/Windows Netback up solution2.Enterprise application refresh- upgrade of server Anti-Virus application and Microsoft Windows Server OS upgrades at JPMC Datacenter sites located in downtown NYC.3.Enterprise installation of MS Office 2010 at JPMC Corporate sites.4.Enterprise domain migration at JPMC which involved over 500+ end users.5. JPMC Server Migration Project to migrate small and medium LAN infrastructure from NYC branch sites to central Enterprise Datacenter locations in JPMC USA Northeast Enterprise datacenter site (Carlstadt NJ).6.Refresh of all network infrastructure equipment at downtown NYC JPMC branch sites replacing and upgrading Cisco equipment at all NYC branch co-location sites.7.DCT University mentor actively mentoring JPM employee members on DCO job roles and requirements to transition to different positions within DCO8.DCO Datacenter Site Governance Committee bi-weekly meeting for process and improvement Automation among sites with suggestions logged and submitted to upper management level for approval for submittal to the production environment.9.Migration and Closure of IB (Investment Banking) Datacenter located in the Chelsea area of NYC, saving JPMC approximate annual expenditure of 8 million dollars in real estate asset costs.10.Server hardware refresh project at Horizon Blue Cross migrating legacy server equipment to HP Blade hardware (P2P) Utilizing VMware.11.ILO version 3 upgrade on all HP servers in the Horizon Newark NJ datacenter12.Implementation of HP Service Manager application for Company Daily Change Operations. Implementation included process development, Tools testing, CI and CMDB discovery and Reporting. Bank of Tokyo.13.Implementation of Problem Management process tool in Jira. Developing prototype for Problem Management ticket automation from a major incident. (2022).14.Implementation of Incident Response process via PRTG. (2023)Backup Software - ArcServe, CommVault, VeeamSIEM Operations SPLUNKDynatrace Application monitoring for network traffic and CPU usage on hosts and response times of your processes.Kace, Batchpatch, Ivanti, Microsoft SCCM Patch Management |
