Jaime White

***** * **** ***. ********, AZ ***** 602-***-**** ac3csf@r.postjobfree.com

SUMMARY

Motivated to drive projects, tasks, incidents or problems from start to finish while being a part of a dynamic team. With my background of Infrastructure Engineering, Project Management, Incident Management and a cross functional NOC Engineer my goal is to continue to learn and take advantage of new experiences.

EXPERIENCE

Infrastructure Engineer III

Jun. 2013-2017

CSAA Insurance Exchange

Handled Telecom procurement acting as single point of contact for team to properly place orders in web interface ensuring we did not have any PO delay or discrepancies

Ensured network, system and data availability and integrity through preventative maintenance. Such as monthly patching and upgrades.

Provided documentation on start-up, shut down, alert response and first level troubleshooting of Telecom processes to Service Desk (T1) and Operations Bridge (T2) staff.

Participated in rotating on-call support. Responsible for resolution of service outages and validation support for other internal team changes (RFC's). Outside of rotating on-call assignment I remained available for calls due to my SME specific applications I was assigned.

Supported the call center call recording application NICE NIM 4.1. Resolved user reported incidents or responded to event management triggered alerts. Ensured applications availability, stability and business defined SLAs. This included verifying all PCI requirements were met and resolving any audit remediation's that were presented in a timely manner. Managed the project plan of the application upgrade from NIM 4.1 to Engage.

Served as process, product, pricing and system SME (Subject Matter Expert) for multiple other applications including the Right fax application utilizing toll free numbers via AT&T Route-IT for end user faxing, 2nd Nature/Number Pro a GUI to allow for efficient DID, TFN number management used for provisioning and reference. As well as an application called Prognosis that provided us Telephony specific event management monitoring.

Infrastructure Engineer II/Incident Manager

Nov. 2011 - Jun. 2013

CSAA Insurance Exchange

Monitored critical systems, services, and networks for failures or impacts to expected service levels using enterprise tools including but not limited to BAC, HPOM, HPSIM, Solar Winds, VMWare, and Avaya. Managed and acknowledge alerts received.

Troubleshot, resolved, escalated and managed event, incident and service request queues for all departments managed by the NOC/Operations Bridge: Telecom, Network, Platform and Security.

Issued initial outage notification event communications and technical conference bridges dependent on alert thresholds breached or incidents received.

Once an incident was identified to have a high priority impact and urgency I would be the central point of contact to facilitate and assemble the appropriate triage team, 24X7.

Facilitated the daily IT operations meetings for the enterprise to review upcoming changes, in progress or recently resolved incidents.

My responsibilities for event, incident, problem and change management activities were focused around the ITIL framework. I am ITIL certified in the following courses: ITIL® Foundations, ITIL® Service Capability: Operational Support and Analysis; ITIL® Service Capability: Release, Control and Validation.

***Further work experience available upon request***

EDUCATION

Glendale Community College

Current

Glendale Arizona

Bachelors-Computer Science

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