Manager Project

WILLIAM S. BEATY

Address: *** ****** **., ***** *****, GA 30022 Phone: 614-***-**** Email: **********@*****.***

-ITIL PROCESS MANAGER IT PROJECT MANAGER IT SERVICE MANAGER ENTERPRISE MONITORING-

HP BSM – HP LoadRunner – CA Spectrum – BMC Software - ManageEngine OpManager - ServiceNow

-Certifications-

ITIL Foundation 2011 – GCI-2014-2320 & ITIL Intermediate Service Operations – 023*****-**-QVEN

PMP Candidate and Member of Project Management Institute (PMI) ServiceNow Administration

Insight Global, Delta Community Credit Union, & Fluellen Strategies – IT Consulting, Atlanta, GA

Senior Systems Engineer Network Monitoring Project Manager Jun 2016 – Present

Employ solid technical and project management expertise in the implementation of the following:

Operational, continual service improvement (CSI), and strategy process for Fluellen Strategies, a pediatric dental anesthesiology company; and

Technology optimization, using AGILE techniques, PMBOK standards, and ITIL best practices. I perform ITSM implementation for incident, problem, and change management; service operations; continual service improvement; and enterprise monitoring, in support of the data center migration for Delta Community Credit Union

Deployment of proactive performance monitoring (ManageEngine OpManager), alerting, P1 incident notification, and escalation in support of Delta Community Credit Union (DCCU) network through execution of best practices for device configuration, availability, performance, incident reporting, and monitoring, which includes network connectivity and critical applications. Creation of data center processes and procedures, including data center migration inventory and audit.

Perform vital network traffic analysis and network device health monitoring to enable the delivery of real-time monitoring and gathering of key performance metrics for reporting, capacity planning, asset utilization, and performance optimization toward seamless user experience.

Supporting Avaya, MS-SQL, Windows Server 2008/2012, Exchange Server, .NET/Visual Studio and Cisco router/switch/UCS gear

Focus on the integration, optimization and support of the following systems and services:

New Relic for online banking;

Physical to Virtual conversion for data center migration

Voice Watch for end-to-end performance of voice applications and network infrastructure;

Integrated ManageEngine tools for proactive and predictive performance monitoring]; and

VictorOps for incident escalation- event management - 24/7 alerting

Administer activities and processes to achieve service level agreements (SLAs)

Utilize various ManageEngine products, including OpManager, AppManager, and AssetExplorer CMDB

Implemented Cisco Netflows, NBAR, SNMP MIBs, Cisco IP-SLA and WorkFlow automated monitors

New York Life Insurance, Data Center, Alpharetta, GA

IT Service Management Performance Monitoring Nov 2011 – May 2016

Strategically created categories and priorities for critical incidents and problem management. Utilization of 5 Whys, current reality tree (CRT), and rapid problem resolution (RPR) methodologies to determine root cause. Created a monitoring test-bed, to evaluate HP BSM, Ca Spectrum, and UIM.

Demonstrated technical expertise in managing and configuring HP BPM/BSM, LoadRunner-VuGen, Remedy, ServiceNow, ADDM Discovery, and CMDB for logging incidents, auditing and CI recordkeeping

Fulfilled various tasks, such as leading weekly incident, automation, and monitoring status meetings; discussing incidents, work orders, and upgrades and continual service improvement (CSI); and participating in root cause analysis, problem management, and incident meetings

Functioned as subject matter expert in New York Life Insurance IT optimization and transition, which involved collaboration with New York Life Insurance, offshore consultants, and TATA consultancy services personnel regarding training, knowledge transfer, weekly playback, and knowledge modules for ITSM tools operation, integration, and infrastructure.

Served as a member of SWAT Team, in charge of P1 critical incident remediation, which involved collaboration with cross-functional teams such as; Change and Incident Management to restore service availability and identify root cause that led to 50% downtime reduction

GlobalCom Inc., Columbus, OH

IT Service Manager Project Manager Performance Monitoring Manager Jan 1998 – Oct 2011

Operated an IT consultancy (GlobalCom Inc.), specializing in pro-active enterprise performance monitoring, network operations services, NOC/Helpdesk design. Directed a 25-person team of software, hardware, security, network monitoring analysts and architects during the statewide redesign of Ohio Bureau of Workers Compensation (OBWC) LAN/WAN Cisco network

Spearheaded top team of engineers for the improvement of service operations, change, problem, incident, root cause analysis, and CA Spectrum Enterprise Monitoring for the Ohio Bureau of Workers Compensation, based on specified statements of work (SOWs) and deliverables. Developed standard operating procedures (SOPs) and delivered knowledge transfer before closing the project.

Managed a team of more than 15 software and hardware engineers during the statewide redesign of the Ohio Bureau of Workers Compensation (OBWC) LAN/WAN T1 backbone network. Deployed enterprise monitoring capability, utilizing CA Spectrum and BMC Software. Initiated the project by setting up planning meetings with vendors and stakeholders. Coordinated the procurement and selection of Cisco routers, Enterasys switches, and acquired the proper staffing to assure success of the project. Monitored and controlled the project during configuration and deployment stages. Assured customer satisfaction and documented project achievements, as well as project issues. Produced details SOP’s and provided knowledge transfer prior to project closing. Customer saved $1,500,000; reduced downtime and SLA were enforced.

Led a team of 5 at the Ohio Bureau of Workers Compensation during the planning, configuration, deployment, and provided maintenance for 300+ HP servers. These servers were deployed to 35 sites statewide. Provided the full range of Microsoft Exchange 2003/2008, Active Directory, and Share Point services. Project was completed ahead of schedule and awards were presented to our team upon completion, for outstanding work. Decreased downtime and congestion by 50 percent.

Business development, performance appraisals, budgeting, scope assessments, and process design.

Developed ITIL-based process documents and knowledge modules (KMs) for incident, change, and problem management and enterprise monitoring

Oversaw the development of strategic roadmaps which included implementation, improvement, and management of various ITIL processes; as well as presentation of performance services through service level agreements (SLA), key performance indicators (KPI), and defined metrics

Drove efforts in performing scope assessments and developing bids and proposals which included provision of subject matter experts, network engineers, design resources, and proactive enterprise monitoring services

Closely interfaced with customers to identify return on investment (ROI) and total cost of ownership

Dealt with and managed third-party providers and suppliers, which included vendor, hardware, and software selection; contract negotiation; service delivery management, and dispute resolution

Successfully delivered top-quality services to key clients, while negotiating value added deals on products and services.

Delivered the agreed SLA targets; and completed project ahead of schedule; generated $1.5M savings for State of Ohio customers, thus receiving awards for the GlobalCom Incorporated, IT Optimization team’s outstanding work

-Earlier Career-

IntelliNet Corporation, Remote Monitoring Center, Cleveland, OH

Director of Enterprise Services Remote Network Monitoring Jan 1997 – Dec 1997

Cabletron Systems, Columbus, OH

Spectrum and BMC Monitoring Implementation Jan 1996 – Dec 1996

-Education-

Diploma in Electronics Engineering Technology Tennessee Institute of Electronics, Knoxville, TN

Telecommunications (8 years) United States Air Force, Technical School, Biloxi, MS

(T-1, PRI, IDNX, PBX troubleshooting and Test and Acceptance Manager. Also, processed RFS’s)

-TECHNICAL SKILLS-

CA Spectrum/UIM HP BSM/VuGen LoadRunner/OpenView/Node Manager BMC Software OpManager (ManageEngine) ServiceNow Remedy LAN/WAN CISCO

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