Service Manager
Resume:
Ryan A. Don
** **** ****, ******, ** *****
********@*****.***
https://www.linkedin.com/in/ryanadon
CERTIFICATIONS
IBM Certified Deployment Professional - Tivoli Netcool/Omnibus
IBM Certified Deployment Professional - Tivoli Netcool/Impact
WORK EXPERIENCE
Global Team Lead, Monitoring and Event Management
IBM Cloud Managed Services October 2013 – December 2017
Technical Leader for an international team of 20 support engineers supporting Tivoli based monitoring solution in 14 data centers
Responsible for optimizing, upgrading, installing and maintaining Netcool infrastructure - Impact, Netcool Omnibus, gateways and probes
Responsible for optimizing, upgrading, installing and maintaining ITM and ITCAM infrastructure – HTEMS, RTEMS, Agents and TDW Database
Responsible for Integration with Maximo Ticketing System using Impact SOAP calls.
Enhance Monitoring and Event Management capabilities thru in-depth rules file, monitoring situation and policy development.
Development of custom scripts, database administration, and test plan documentation
Responsible for all phases of the development process from requirements analysis, development, testing, packaging and deployment.
Introduced Rational Team Concert, Box and Slack within team for collaboration
Responsible for maintaining documentation, user guides and SOP’s.
Led Root Cause Analysis investigations in the event monitoring didn't capture a failure
Tivoli Netcool Consultant
Independent July 2004 – October 2013
Consulted for various financial, service provider and enterprise institutions, working for various IBM Business Partners
Responsible for optimizing, upgrading, installing and maintaining Netcool infrastructure - Impact, Netcool Omnibus, gateways and probes
Converted TEC rules to Netcool/Omnibus rules and Impact policies
Created Tivoli Business Service Manager dashboards using IDML book process to automate underlying service modifications from CMDB repository
Automated TBSM page creations using Perl, shell scripts and Impact policies
Development of custom scripts, database administration, and test plan documentation
Created process to automate probe rules file creation, syntax checking, deployment and version control for non-Netcool personnel
Principal Consultant
Windward Consulting Group December 1998 – May 2004
Architected and implemented Lucent QIP and IBM Tivoli Netcool at various financial, enterprise and service providers
Analyzed client business processes and crafted custom solutions, templates and deployment solutions.
Authored white papers on developed solutions.
Integrated Netcool with NetOps, which later became Netcool/Visionary when Micromuse acquired NetOps.
Integrated Netcool with Magic Help Desk, and trained both vendors on how this integration was completed.
Developed training courses for both customers and consulting staff.
Received several awards for outstanding performance.
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EDUCATION
Bachelor of Arts in Computer Science May 1994
University of Albany, Albany, NY
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