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Manager Customer Service

Location:
Marietta, Georgia, United States
Posted:
December 05, 2017

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Berl Glass

Marietta, GA *****(678) ***-****

Email: ac3lqb@r.postjobfree.com • LinkedIn: Berl Glass

SUMMARY

Over 20 years of experience designing, monitoring, and managing global client networks and remote sites. Trusted client liaison and project lead for numerous client installations and upgrades. Expert in monitoring solutions and design.

TECHNICAL HIGHLIGHTS

Lead team member in the start-up of seven (7) Remote Operations Centers for General Electric, UB Networks, Vanstar, CheckFree Corporation, Sprint, and eLoyalty

Conducted and led various internal training courses, including Troubleshooting for NOC Engineers, HP OpenView, and Troubleshooting for Cisco Routers

Certified HP OpenView NNM AIS

Current in NNM 10.x

OMI 10

Current in OML 9.x ASE and AIS Certified engineer

Network, Application, and business process monitoring experience

TRAINING & CERTIFICATIONS

AIS Certified Engineer

BMC Patrol

CA Unicenter Certified Engineer

Cisco Router: ICRC, ACRC, Network Troubleshooting, Installation & Maintenance; Network Design & Catalyst Switches

Cisco works

HP Network Node Manager

HP OpenView Certified Engineer

Operations Manager: Linux and Windows

SAN Switching

Tivoli

U.S. Navy Electronics

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD ENTERPRISE, ATLANTA GA 2007 TO PRESENT

(Recently acquired by Micro Focus)

Micro Focus and HPE Software joined in 2017 to become one of the largest pure-play software companies in the world focused from the ground up on building, selling, and supporting software.

Solution Architect, HP Professional Services Division

Designed and implemented network monitoring and management solutions for Fortune 100 companies across various industries, including banks, healthcare, government and telecommunications.

Consults with customers to determine requirements and architects monitoring solutions accordingly.

Responds to RFI's and RFQ’s and responsible for writing SOW’s and SLA’s.

Provides customer demonstrations for HPE software customers and leads implementation of HPE ITOM software products.

Provides technical pre-sales support to the Sales division.

Works with delivery teams and project managers to provide outcome-based solutions and helps ensure timelines and deliverables are met.

Developed SOW’s and customer proposals.

Provided both pre- and post-installation technical support and customer service to customers and internal teams.

Installations and configurations:

oImplemented NNMi (up to version 10)

oImplemented Operations Manager OML and OMW 9.x

oImplemented Operations Bridge

oSmart Plug In’s (SPI) for Network Node Manager and Operations Manager

MCKESSON CORP., ALPHARETTA GA 2005 TO 2007

Industry-leading provider of pharmaceutical distribution services, online ordering, and packaging.

Senior Consultant, Network Management Systems Division

Accountable for network design, management solutions and implementations.

Responsible for BMC Patrol administration.

Developed SOW’s and responded to customer proposals.

Provided both pre- and post-installation technical support and customer service.

INDEPENDENT CONSULTANT, RESTON VA AND ATLANTA GA 2003 TO 2005

Consulted with and advised various clients on HP OpenView product installation and administration. Clients included Freddie Mac, Titan Corporation, and the U.S. Department of Defense.

APPLIED INNOVATION INC., DUBLIN OH 2003

Provider of hardware and software applications for wireless, wireline and converging networks.

Accountable for network design, management solutions and implementations.

Responsible for BMC Patrol administration.

Developed SOW’s and responded to customer proposals.

Provided both pre- and post-installation technical support and customer service.

Senior Consultant

Recruited by management to develop the Network Management Systems division. Responsible for network design, management solutions and implementations. Developed SOW’s and responded to customer proposals.

Installed HP OpenView products (i.e. OpenView Operations for Windows and UNIX, Omniback, Data Protector, and OVIS) and supported customers with pre-installation and post-installation issues.

Taught HP OpenView NNM, HP OpenView Operations, and TelAlert software to customers and internal staff.

APTUS CONSULTING, HOUSTON TX 2001 TO 2003

Industry expert in the planning, installation and troubleshooting of cabled and wireless networks.

Senior Consultant

Opened network operations center in Houston and completed statewide deployment of HP OpenView for the State of Texas Department of Public Safety with 150 remote sites.

Completed the first implementation of HP’s Storage Area Manager for the State of Texas.

Provided project management and developed SLA’s and SOW’s for customers.

SPRINT CORPORATION, ATLANTA GA 1998 TO 2001

Fourth largest mobile network operator in the U.S. with 59 million customers.

Lead Engineer

Responsible for all NOC start-up operations.

Started the Sprint data center in Atlanta GA using HP OpenView Operations for HP-UX and NNM in conjunction with BMC patrol.

Interfaced with customers to develop SLA’s and worked with vendors for support contracts.

Design and provisioned remote WAN circuits for monitoring and remote access.

Performed LAN/WAN troubleshooting, network design and wrote server and router troubleshooting guide for new NOC personnel.

VANSTAR CORP., ROSWELL GA 1997 TO 1998

Developer of customized IT and networking solutions via value-added professional services for PC hardware, network products, computer peripherals, and software. Acquired by of Inacom Corp. in 1999.

NOC Manager

Monitored remote customer networks utilizing HP OpenView Operations and Seagate Nerve Center. Accountable for 200 remote sites worldwide.

Configured WAN links to remote sites. Wrote custom configuration for customer networks, including configuring Cisco and 3COM routers.

Responsible for troubleshooting frame-relay circuits to worldwide locations.

Trained new engineers in Cisco routers and HP OpenView.

UB NETWORKS, MARIETTA GA 1996 TO 1997

Independent networking company specializing in large enterprise networks. Sold to Newbridge Networks in 1997.

NOC Manager

Oversaw monitoring of remote customer networks utilizing HP OpenView Operations and supported 500 customers in London and Hong Kong.

Used Focus View (UB Product) for diagnostics on hubs, segment errors, and concentrator errors.

Configured customer routers and developed ticketing procedures for supported customer base.

Compiled reports to customers regarding general network performance.

Taught Cisco Works to new hires for better router troubleshooting.

Additional duties included hiring of network engineers, quarterly reviews, and budgets.

GENERAL ELECTRIC, ATLANTA GA 1995 TO 1996

Well known multinational conglomerate with business segments in Energy, Research, Healthcare, Oil & Gas, Transportation and Capital.

NOC Lead

Monitored remote customer Novell and NT networks for Georgia Pacific.

Utilized HP OpenView NNM and OpenView Operations as primary tools.

Generated monthly reports for customers regarding network performance and utilization.

ANDRULIS RESEARCH CORPORATION, CALIFORNIA 1993 TO 1995

U.S. Navy Weapons Station PT Mugu Calif and Armed Forces TV/ Radio Station

Service Manager

Hired to start the Service Department. Established help desk for government users.

Repaired and upgraded a 355 user FDDI LAN and related peripheral equipment.

Established all vendors and performed all purchasing for the U.S. Navy bases.



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