Director of Operations - Information Technology Resume Search
Director of Operations - Information Technology Resume Search
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Director of Operations Resume


Desired Industry: Information Technology SpiderID: 73077
Desired Job Location: Whitehouse, Texas Date Posted: 7/24/2014
Type of Position: Full-Time Permanent Availability Date: Immediately
Desired Wage: 100000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Bachelors Willing to Relocate: No


Objective:

Highly dynamic, detail-oriented, and
motivated professional with
comprehensive experience in network
operations management and

technical support. Possess innovative
experience in advancing technology and
productivity of diverse organization.
Demonstrate

organizational leadership capabilities
of accurately determining needs;
recommending technology solutions and
alternatives to

current situations; and cultivating long
and profitable customer relationships.
Leverage proficiency with various data

manipulation tools including, but not
limited to Microsoft Office Suite (Word,
Excel, PowerPoint and Microsoft Visio)
and

various Google Apps while constantly
embracing new technology.


Experience:



PROFESSIONAL EXPERIENCE

Confidential
SENIOR MANAGER (NETWORK OPERATIONS)
2013–PRESENT
- Provide expert oversight to the
entire operations of the Network
Operations Center (NOC), including
managing network

components, service repair, and
maintenance across six different
regions; handling monthly calls of 4,000
inbound and 1,500

outbound; monitoring more than 20,000
network elements; and processing 1,800
tickets, 45,000 alarms, and 7,500 e-
mails on a

monthly basis.
- Generate comprehensive monthly
reports, by manipulating data using
Excel, on NOC performance and areas of
opportunities

that include call volume, ticket volume,
and change management volume.
- Prepare monthly reporting on
outages meeting executive-level
notification by detailing notes on
repeat failures and

future steps to limit equipment,
provider, and personnel-related issues.
- Maintain constant coordination
with customers and vendors concerning
new product turn-up, outage discussions,
and

business relationship.
- Exemplify proficiency in framing
technical issues in business context by
coordinating with technical and business

colleagues.
- Handle the preparation of annual
budget forecasting of staffing, employee
relations, training, and promotions.
- Display leadership skill in
enhancing the technical and business
acumen of every NOC team member.
- Collaborate with engineering
teams to streamline operational
acceptance of network deployments
consisting of both routed

and optical networks to ensure they are
deployed according to design as well as
properly documented.

MANAGER (NETWORK OPERATIONS) 2009–
2013
- Rendered strategic leadership
and direction to a team of engineers
across five functional areas.
- Spearheaded initiatives to
automate the outage notification process
by working with developers and IT.
- Generated post-outage executive
summaries and post-maintenance outage
reports.
- Utilized Microsoft Visio on a
daily basis in order to prepare highly
detailed and accurate network drawings
for

executive summaries and post-maintenance
outage reports.
- Solely administered the
corporate escalations and submission of
circuit credit disputes.

NETWORK OPERATIONS CENTER SUPERVISOR
2004–2009
- Mentored several new engineers
to ensure they were up to par prior to
troubleshooting live outages.
- Directed a team of eight
engineers across two functional groups
and conducted comprehensive training.
- Effectively handled the
resolution of ticket disputes.
- Took charge during outage
bridges to ensure all proper
troubleshooting steps were taken and not
allow groupthink to

occur.
- Rendered assistance in
facilitating monthly NOC meetings.

SYSTEMS SUPPORT ENGINEER I 2002–
2004
- Facilitated intensive root cause
analysis on all customer-affecting
outages.
- Owned tracking and assessing the
network as well as implementing problem
avoidance practices to maintain a high
level of

reliability and availability.
- Leveraged expertise in
monitoring and troubleshooting network
components.
- Collaborated with different
departments in reporting and resolving
various software, hardware, and
operation problems.
- Exemplified technical acumen in
utilizing network tools and in
performing network and device monitoring
as well as

testing.
- Demonstrated problem-solving
skills in coordinating problem status
with end users, managers, and the
Technical Team; as

well as in opening and tracking trouble
tickets to resolve and escalate when
necessary.

Earlier Position Held
TECHNICAL SUPPORT AGENT 2001–2002



MILITARY EXPERIENCE

United States Air Force | Barksdale Air
Force Base, LA
COMPUTER, NETWORK, SWITCHING, AND
CRYPTOGRAPHIC SYSTEMS SPECIALIST


Education:

EDUCATION

Master of Business Administration: 2013
(GPA 4.0)
Texas A&M–Commerce | Commerce, TX

Bachelor of Business Administration in
Management: 2010 (GPA 3.79)
University of Texas | Tyler, TX
Management Student of the Year (2008–
2009)


Affiliations:
-----


Skills:

AREAS OF EXPERTISE

Business Forecasting and Administration
Continuous Process Improvements
Program and Project Management
Strategic Planning and Analysis
Presenting Statistical Data to Executive
Teams Continuous Outage Management
Cross-Functional Leadership and Team
Building
Customer Service and Relations
Facilitating Network Redesign and
Implementation
Rapid Conflict Resolution


Additional Information:


ACTIVITIES

Special Olympics Sponsor 1997 ~ Boys and
Girls Club 1997 ~ Paint Your Heart Out
Shreveport 1998 & 1999



AWARDS AND HONORS

UNITED STATES AIR FORCE
Honorable Discharge: 2004 ~ Medal of
Achievement: 2001~ Medal of Good
Conduct: 2000


CAREER HIGHLIGHTS

- Drove initiatives to better
handle ticket and call volume through
the reorganization of the Network
Operations Center

(NOC) staffing.
- Demonstrated outstanding
technical aptitudes in designing the
following programs:
- Incentive program for Cisco
certifications at the NOC;
- Custom monthly reporting that
identified the chronic equipment; and
- Standard Media Processing Server
(MPS) for regional operations center for
video and telephony related incidents.
- Reestablished the NOC and call
center relationships.
- Drove significant efforts in
generating more than $120K worth of
savings through the review of Service-
Level Agreements

(SLAs) for credit requests.
- Increased visibility of SLAs by
working with web developers on a website
that tracks Key Performance Indicators
(KPIs)

such as availability and Mean Time to
Repair (MTTR).
- Spearheaded initiatives in
successfully obtaining a 2-week Cisco
CCNA training for the staff on a monthly
basis.
- Led the distribution of
executive-level outage reports within
one business day of outage; while
maintaining high sense

of urgency to ensure continuous outage
management.
- Expanded the network deployment
NOC acceptance criteria to ensure
circuits were properly labeled,
described on

interfaces, and properly represented in
high level drawings.
- Effectively utilized rack
elevations and high-level drawings for
facilitating restoration in POPs,
Carrier Hotels, Data

Centers, and COs via conference calls.
- Maintained utmost accuracy of
the documents and standards in
compliance with network design.
- Kept abreast with the submission
of undocumented design changes to the
Network Plant and Engineering Team.



Reference:
Available upon request.


Candidate Contact Information:
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