Data Center Site Manager/Support

WILLIAM R. SHERMAN 402-***-****

**** ***** **** *********@***.***

Bellevue, Nebraska 68005

WORK EXPERIENCE

WEST CORPORATION, (November 2016 – May 2017)

Senior Enterprise Technical Support - Lead and provide support for user, system, application, and network issues (Tier I & II) by troubleshooting and resolving conditions across the enterprise, while remaining consistent with established corporate and departmental policies and procedures.

PAYPAL/MILESTONE TECHNOLOGIES, (November 2009 – September 2016)

Response Center Operations Supervisor

Incident Manager/Change Manager Supervisor - Tier two support for networks, telecom, server and information processing environments. Research incidents and provide support for related issues. Drive problem resolution activity until resolved. Follow through with assigned action items to prevent problem re-occurrence. Provide support for major problem determination and resolution requests. Preside over change management meetings and outages to ensure change roll-outs are performed efficiently. Monitor change management maintenance windows and change requests execution. Document and update procedures and provide ongoing training.

•Supervise the respective shift of Incident Managers

•Assign duties, responsibilities, and tasks to the shift team of Incident Managers

•Delegate and monitor workload for the respective shift of Incident Managers

•Schedule shift team members to adequately provide support coverage for the respective shift

•Perform employee performance evaluations and make recommendations for pay increases, promotions, and employee improvement plans for the respective shift members

•Provide training, direction, guidance, and recommendations for work flow management for the shift

•Collaborate and communicate with the Service Delivery Manager on all issues relating to customer business support services and all issues relating to shift supervision

•Exercise independent judgment and critical thought process in the daily management of the incident management team

•All other duties and responsibilities as assigned by the Service Delivery Manager

STATE of NEBRASKA, State Fire Marshal (August 2008-December 2009)

Deputy State Fire Marshal - Flammable Liquids Fuels Division

Investigate fuel storage facilities to ensure compliance with state and federal regulations within EPA guidelines. Issue or deny permits upon review of detailed installation or repair drawings supplied by installation contractors. Researched and completed closure reports and reviewed suspected release reports for further legal action.

STATE of NEBRASKA, Department of Vital Records (June 2007-August 2008)

Business Applications Support/Trainer responsible for researching, identifying, contacting and scheduling training for physicians, funeral directors, county attorneys and staff not using the electronic death registration system implemented throughout the state of Nebraska as required by the Social Security Administration. I also was responsible for the help desk to provide support and problem resolution for user questions and technical issues related to applications, servers, connectivity and systems.

AIM Institute (May 2006-January 2007)

Sales Executive for CareerLink job hosting website. Demonstrate and train users to advertise positions on the job hosting website. Resolve first tier technical issues or escalate problems that require additional resources. Provide after the sale support and account management.

OCE' (January 2006-May 2006)

Digital Sales Consultant for printers, copiers and fax machines. Demonstrate functions and features of office equipment. Provide account management and assist in financing for product purchases.

LITHIA FORD (September 2005-November 2005)

Automobile Sales. Demonstrate products and determine needs of customers.

AQUILA (May 2004-June 2005)

Computer/Network Operations responsible for online and batch processing of mainframe blade servers and UNIX systems. Monitor networks, platforms, systems and related hardware infrastructure. Assisted in the migration from mainframe to UNIX. Provide help desk support to initiate trouble tickets and emergency notifications. Continue support until resolution.

infoUSA (April 2003-May 2004)

Print Room Operator responsible for timely production and output of product using high-speed printers for IBM mainframe and AS400 environment.

DTN Energy Corporation (March 2002-February 2003)

Applications Support Specialist providing client help desk support of electronic trading platform for the petroleum industry. The support involved but not limited to internet, telecommunications and various systems and network integration. Project manager point-of-contact for client conversion of PETRODEX system which was previously operated by General Electric for over 30 years.

LUCENT TECHNOLOGIES (May 2000-December 2001)

Communications Service Technician supporting the installation, testing and maintenance of power systems (UPS) along with network switch and open systems communication equipment for several local, cellular and long-distance service providers.

WEST INTERACTIVE (December 1999-February 2000)

Hardware Systems Engineer responsible for troubleshooting and problem resolution for automated interactive voice response units operating the SCO UNIX system. Responsible for upgrades and rebuilds of failed IVRs. Interact with Telco vendors for determination and resolution of voice/data circuit problems. Project manager for implementation of the electro-static discharge (ESD) policies for all locations.

MCI/WORLDCOM (November 1997-November 1999)

Staff Specialist III - Hardware Configuration Management staff responsible for change management, upgrades, installations and microcode currency of mainframe processors and peripherals. Provide 24 X 7 on-call support for hardware problem determination and resolution. Assisted in the development of a database for all data center assets enterprise-wide. The project provided a valid account of assets and recorded the maintenance contracts of every item by vendor, date of install, universal code block, unit type and location.

MCI Mid Continent Data Center (May 1995-October 1997)

Network Operations Technician III - Provide support for Remote Center Management for the MVS mainframe Sysplex environment. Install and troubleshoot circuits assigned to ATM, IDNX, Ethernet, Token Ring, TCP/IP, SNA networks, UNIX operating systems and other open systems. Project manager for Escon Directors descriptor nodes and cabling audit for web-based configuration drawings. Performed operations of OS/390 mainframe processors when visibility was lost at the remote-control center.

VIATEL Global Communications (October 1993-April 1995)

Network Technician II- Installation and support of international communication circuits and network switches. Provide help desk customer service by interfacing with the Local Exchange Carrier for troubleshooting and resolution. Project manager for the production of automated voice responses in thirty languages.

DOUGLAS COUNTY Information Services (January 1981-December 1992)

Shift Supervisor responsible for training and evaluating data center personnel. Coordinate vendor and user activity for change management. Also provided after hours help desk support.

EDUCATION

BELLEVUE UNIVERSITY - January 1997

1000 Galvin Road South Bellevue, Nebraska 68005

Bachelor of Arts in Social Sciences. Minor in Economics

BELLEVUE UNIVERSITY - June 1991

Bachelor of Arts in Communicative Arts.

Minors in Business Administration and Computer Information Science

ITIL Foundations Certified – February 2012

MCI COMMUNICATIONS - Terminal Technician training

LUCENT TECHNOLOGIES - Communications Service Technician training

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