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Service Manager

Location:
Orange County, New York, United States
Posted:
January 11, 2018

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Resume:

Ryan A. Don

** **** ****, ******, ** *****

845-***-****

ac3zx3@r.postjobfree.com

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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