ITIL

Warren Christopher Rogers

**** ******* ***** **** ******* GA 30028

PHONE 478-***-**** . E-MAIL *****************.******@*****.***

Summary

To ascertain an immediate role in Operation Support Management that

encompasses my knowledge of ITIL Processes and PMP in the Operations

Support environment. I also can provide my knowledge of Symantec Enterprise

Vault, Microsoft Exchange, Blackberry Server Administrative Skills along

with Tier I/II supervisory role.

Professional Experience:

QBE First/QBENA /Agile, Atlanta GA (10/12- Present)

Highlight of Position- Building ITIL Incident Manager Processes and

developing Best Business Practices for Incident Management of Field

Operations Teams for QBENA.

Incident/Problem Manager

. Developed, Created and Deployed Solutions for enterprise Field

Tier 2 Technicians to provide service based on best business

practice principles for on-site resolution of Incident and

Request tickets.

. Coordinated, Managed, Major Incidents\Problems (Sev 1 and 2) on

Enterprise Level till Resolution\Root Cause Analysis is

determined.

. Create Analyze and Distribute Metrics to determine Key

Performance Indicators and provide Critical Success Factors for

each of the 6 sites located across the United States.

. Managed a team of 15 Tier Level 2 Field Technicians on wide

range of Citrix/Windows Applications.

. Trend for potential major incidents and potential problems in a

Cherwell Ticketing System environment.

. Reviewed Reported and disseminated Daily, Weekly, Monthly Change

Reports and sat on Change and Patch Management Review Boards

. Analyzed potential change cause during Major Incident

investigation

Ferrara Pan (09/12-10/12)

Highlight of Position- I.T Exchange Consultant responsible for development

of migration best business practices for rollout of exchange 2010

environment

Exchange Consultant

. Created, Developed, Test and made recommendations on the best

business model for exchange 2007 to 2010 migration in a multi

domain to single domain environmental move of 1000+ mailboxes.

Coca-Cola (11/11-09/12)

Highlight of Position- Serve as A liaison to the Operations Manager to

identify and provide best business practices on all realms of Operation

Support

IT Process Manager for Operation Support Division

. Offer strategic solutions to provide end user faster efficient

means and the I.T Support Team a clear defined response so that

requests can be analyzed, evaluated and completed in a more

accurate and timely fashion.

. Create Analysis and improve reporting mechanisms so that Server

Queries, Request/Incident problems and Quality Assurance can be

kept on an optimum level.

. Analyzed Created and Deployed PowerShell Scripts and Cmdlets

across the Multi-Domain AD environments

DOD Government Active Secret Roles (09/10-10/11)

Booz Allen Hamilton

Incident Manager/ Lead Exchange Administrator

Highlight of Position- Increased Productivity and reduced Time and Cost for

Exchange and Blackberry Functionality by implementing fix actions that lead

to consistent uptime on these devices

. Tier 3 escalation point if customers could not get aid from tier 1 and

tier 2 support.

. Monitored all exchange incidents to develop trending to prevent major

incidents and for those

. Incidents where a root cause could not be determined. I immediately

worked with the Proper SME's

. So that root cause analysis could be performed while a work around is

in place.

. Developed Metrics and provide reports to leadership on the health of

exchange servers from both an

. Incident management prospective and exchange administrator point of

view.

. Lead Administrator and Engineer on Exchange 2007 Environment

supporting Small Enterprise user base(less than 10,000 user base).

. Involved in the Day to Day Backend Server Maintenance and Primary

Responsible of ensuring Volume Data Consistency; STIG compliance;

updates and all other methodologies to ensure minimal downtime.

. Provide Managerial support for all level Technicians concerning

exchange environment.

. Test analysis for Exchange 2010 Rollout using Quest Migration Tool in

a virtual enterprise environment to ensure minimal impact to client.

. Lead Administrator and Engineer on 2003 Blackberry Enterprise Server

version 4.x Responsible for managing all aspects of Enterprise Server

from front in technical support with physical devices to editing and

creating policies and administering all aspects of the server 2003

environment that Enterprise Server software resides.

General Dynamic Information Technology Division (05/08-09/10)

Highlight of Position: Provide new scope to ailing Project of Symantec

Vault. Revamped and provided quality assurance to improve this service to

be used by the Enterprise User Base (25,000 + User environment)

Incident/Problem Manager/Senior Systems Administrator

. Sat on Problem Management Team which performed trending to look for

incidents that could be upgraded into potential problems based on them

not having a root cause.

. Provided Guidance on when Problems were occurring that we had all key

stakeholders available to start looking for root cause analysis while

a work around is being put in place.

. Manage Request Analyst technical team

. Manage and Develop metrics to ensure high quality control to identify

all key area request issues to implement best practices to facilitate

customers' request in a more expedient fashion

. Provide Managerial Tier support over Request Fulfillment Analyst team

to aid them in resolving their request ticketing issues as needed.

. Develop and Implement Process Models for high end request items and

provide technical documentation for guidelines on how to accomplish

successfully these top requests.

. Developed Metrics and Created KPI's to look for different types of

trending to be done so that we could get to a stage of preemptive

problem management.

. Provide Managerial duties using the guidelines of the ITIL process to

provide leadership and guidance on the awareness, determination and

identification of problems that are effecting or could possibly affect

the Enterprise infrastructure.

. Trend, Analyze, comprise and re-evaluate Key Performance Indicators

and Critical Success Factors to maintain and enhance ITIL practices

that Problem Management team use to evaluate and execute managerial

procedures.

. Manage Problem Management Projects as assigned or when ticket trending

shows a need for Problem Managements involvement.

. Hold weekly Reporting Conferences with Director and Senior Management

on all current tasks and Receive instruction from Senior Management

and Director on Problem Projects they find that need to be addressed.

Operational Support Senior Systems Administrator

. Enterprise Symantec Vault SME- Administration to 7 Enterprise Vault

Servers. Provide Technical Expertise to technicians concerning

frontend and backend administration with KVS Vault. Windows 2003

Server Administration SQL Database administration.

Enterprise Exchange 2007/2010 Administrator

. Provide Administration for 21 Exchange Servers across an Enterprise

user base. Administer backend exchange Cluster Administration,

Security, Load Balancing, Updating along with Front Side application

usage via Outlook 2007 Administration.

Senior Systems Administrator

. Provide technical support for all elevated Microsoft Exchange and

Enterprise Vault request/incidents for the Enterprise Domain

Infrastructure

Rome Research Corporation/Croop LaFrance (12/07-05/08)

Highlight of Position- Provided Operational input on future development of

SDC deployments and how security updates and patch deployments effect the

Operating System and the Hardware it supports

Operating System Programmer

. Provide Mass Imaging Solution for the 78th Communication Squadron,

Warner Robins Air Logistics Command, and Air Force Material Command.

. Administer Norton Ghost Server to ensure latest updates and GPO's are

applied through the Ghost Image File.

. Provide and Administer Remedy and Phoenix Tracking systems to update

and modify database of computers across the Domain.

. Provide Solutions to senior active directory specialists; system

management server specialist; and test bed leadership on wide area of

IT issues from proprietary programs to effects of GPO's and other

various scripts on the domain.

. Provide troubleshooting support on limited scale to all levels of

technical support teams (Tiers I II and III). Provide remote

assistances and patch management to computers across the Robins

Network infrastructure

Lockheed Martin Information Technology (01/05-

12/07)

Highlight of Position- Spot Award for Excellence. Provided scope analysis

of migration of several systems to determine cost evaluation of mass

deployment solutions for enterprise environment

Enterprise Level PC Analyst/Network Support Technician

. Provide Administrative and Technical Support on Windows 2000/XP/Vista

PCs

. Provide Onsite Hardware/Software Support on Desktop/Laptops to

2500+users

. Provide Telephony support and administrative support to offsite

locations to 20,000+users

. Administer Remedy ticketing system to track technical work

. Provide Administrative Support in Active Directory 2003 .

. Administer SMS as a remote and tracking tool to administer to machines

throughout the Domain

. Create and develop SMS packages on test scale for upgrades across the

test environment of the Domain.

. Create; Deploy; and Maintain Images for Desktop/Laptop for Enterprise

computers

. Backup File share/Printer Share Servers; Maintain log, Intrusion

Detection System Scans and Server Diagnostics.

. Provide Server Support and Administration on Blackberry Servers;

Manage ActiveSync for other mobile users.

. Responsible for Maintaining and Administrating users with Palm Treo

Pocket PC with Good Link Server.

. Administer Support and Maintenance on DMS Machines

. Maintain and Administer Support to Network Printers and Manage

Enterprise Print Servers.

. Administrate support on Exchange Server 5.5/2003.

. Test new Hardware and Software technologies such as Treo, Tablet PC,

WYSE Thin Client,Citrix Metaframe

. Provide Task Leader support for rollout of Windows 2000 to Windows XP

across the onsite network

. Point of Contact for the Reserves infrastructure for Vista Test Bed

Team. Provide Administration and Leadership to test team environment

that spans across the Reserves domain infrastructure. A member Of the

Microsoft test team with Microsoft points of contact and on-site

support.

. Point of Contact for Reserves infrastructure for Air Force Standard

Desktop. Provide support and administration For standard desktop

clients. Provide technical feedback to developers of the software

architecture so that improvements And bugs can be reviewed and fixed.

. Maintain Vendor Support for MPC, Dell, HP, Xerox, Lexmark, Blackberry;

GoodLink; Palm; Norton; Microsoft; Acronis; Rims; Winternals

. Provide VPN Wireless Support Across the WLAN located at Headquarter

Air Force Reserve Command

Education:

1997- 2002 Valdosta State University Valdosta,

Georgia

Bachelor of Arts and Science Philosophy/ Computer Information Systems

Certifications:

ITIL V3 Foundations

CompTIASecurity +

Project Management Professional\ PMP (Pending Exam)

Information Assurance Security Officer Certification

Knowledgeable Subject Areas:

Microsoft OS Acronis True

Image

Microsoft Office Suites 97-2010 SMS Server

MAC OS X and later ERD Commander

Sun Solaris Systems/Unix Netgear Hubs and

Switches

Java.Lang programming Language Cisco Switch Configuration for

series3350

C+ programming Language

SQL Server PDA/Pocket PC

Technologies

*Eudora Crystal

Reports

LAN/WAN troubleshooting Norton Ghost

Linux Jr. Administration Ontrack Recovery

Tools

Novell Client Prosecutor

Dialog

AS/400 Sprint Fast

Systems

Active Directory Administration Verizon EROES systems

Exchange Server 5.5/2003/2007/ 2010 Lexis Nexis/Westlaw databases

Microsoft Server 2000/2003/2008 Trail Desktop 2003

Microsoft Debugging Tools Remedy

RIS Perfect

Disk

Macromedia Flash Cisco VPN

Good Link Server and Management Dr. Watson/RegMon/FileMon

Console Rights

Management Server

Microsoft Server Vista

Enterprise/Ultimate

Windows 7 Symantec

Enterprise Vault 7.5/8.0

CA Service Desk HBSS

Terminal Server Gateway IIS

Microsoft Exchange 2010 Apache

JBOSS Cherwell

SOX XenApp 65

Console\XenCenter 602

ISO 9000/9001

Edgesight

AppSenese

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