Objective
Seeking a position both strategic and tactical in nature supporting
carrier delivery infrastructures according to ITIL philosophies
requiring application of technical and management expertise to
a wide range of solutions and environments.
Experience
Manager,
Change & Configuration Management
Time Warner Cable, Herndon, VA
September 2002 - Present
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Developed
and deployed a standardized Change Management process critical
to the success and growth of Time Warner Cable's Digital Phone
(VoIP) and High Speed Data (HSD) services. These services support
4+ million HSD and 200,000+ primary line voice subscribers.
Successfully championed reform regarding SLA support for high-revenue
commercial accounts and enforced risk assessment for all maintenance.
-
Architected
solutions designed to integrate existing applications to address
shortcomings in change detection, change verification, device
detection, CMDB management, intrusion detection, Forward Scheduling
of Change, KPI and metrics reporting, and maintenance ticketing.
-
Raised
the service and component availability metrics X%
-
Leader
in assessing and piloting business-critical vendor solutions
such as:
-
Tripwire's
intrusion detection system
-
IetSolutions'
ITSM product
-
Granite's
inventory/asset management database
-
Remedy's
ticketing application
-
Directly
managed two direct reports and indirectly managed the support
and execution of the Change Management process by 200+ members
of TWC's Network Operations personnel ensuring that maintenance
visibility, authorization, planning, and execution followed
established process. Also responsible for the company CMDB
and all monitoring tools used by the Time Warner Cable NOC
and other operational and Customer Care groups supporting
the IP network and its service delivery.
Network
Engineer, Technical Operations / Backbone Operations
Time Warner Cable, Herndon, VA
January 2001 - September 2002
-
Maintained
and engineered connectivity and peering for an all-Cisco high-speed
fiber optic national backbone made up of OC3-OC12 level circuits
-
Assisted
regional engineers with routing and route-optimization across
multiple public and private AS peers
Network
Support Specialist, Network Operations Center
Road Runner, Herndon, VA
February 2000 - December 2000
-
Served
as a technical supervisor and point of escalation
-
Evaluated
new employees and interviewed job candidates
-
Resolved
personnel conflicts/disputes
-
Provided
direction for employee career advancement
-
Led
employee technical training seminars
-
Lead
troubleshooter of router hardware and configuration issues,
system issues and circuit problems
-
Worked
closely with tools development and support groups to troubleshoot,
enhance and optimize network monitoring tools
Senior
Operator, Network Operations Center
Road Runner, Herndon, VA
August 1999 - February 2000
-
Provided
end-to-end execution of the Incident Management process, including
event detection, isolation, troubleshooting, escalation, notification
and resolution
-
Documented
Time Warner Global NOC processes and procedures
-
Responsible
for training new employee
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