Manager Customer Service

Christopher Smith

**** ********* *****

Dublin, Ohio 43016

C: 614-***-**** **********@*****.***

H: 614-***-****

Information Technology Operations Management

Technical Management ? Enterprise-wide System Administration ? 24/7/365

Continuous Operations

Information Technology professional with experience managing on-going Data

and Network Operation Centers. Managed multiple teams within System

Operations to ensure service and supported application stability. Career

offers skills as Level 1, 2 and 3 Technical Center Support. Full

responsibility for NOC staff (15 operators/analysts) with focus on deadline

and task completions as well as rapid correction of service

disruption/outage events.

Managed multiple projects utilizing SDLC concepts in ITIL environments.

Excel in collaborative, fast paced, team-oriented and cross-functional

environments. Extensive experience in large global data centers with

multiple operating system environments including:

Platforms/Technologies:

Operating Systems: VMWare

Sun Solaris/Red Hat Linux(RHCE) VNC

Ubuntu Active

Directory

Windows 2007 SSLVPN

Windows 2008 R2 vSphere 5

Windows 2013 AS2 Gateway

Databases:

Oracle 10G

SQL

MySQL

Sybase

Networks:

TCP/IP Hatteras

Cisco Anda

Juniper ASA/PIX

Firewall

Foundry Netscreen

Firewall

Point-Point SRX Firewall

Akamai Load Balancing and

Distribution

Storage & Backup Applications

Networker NetBackup

Avamar Data Protector

CommVault

Monitoring & Ticketing:

Netcool Remedy MOSS(Sharepoint

)

HP Openview Paragrin

WUG ASTEA

Watchdog Big Brother

ITIL

SDLC

Incident Management

Problem Management

Change Management

Microsoft Office:

Word 2013 Excel Powerpoint

Certificates include: CCNA, RHCT, AOL Solaris Custom System Administration,

ITIL(Change/Incident/Problem Management).

PROFESSIONAL EXPERIENCE

Expedient Data Centers, Columbus, Ohio

2012 - 2013

Supervisor of Operations Support Center providing management for the

Columbus Market of multiple solutions offered to the expedient customers.

. Responsible for overseeing team of 25 in a 24/7/365 environment

providing support for multiple markets in the United States.

. Responsible for Change, Incident and Problem Management of

scheduled and unscheduled events identifying areas of improvement

while maintaining a 99.9% uptime.

. Responsible for mentoring and coaching team to ensure maximum

potential is realized.

. Responsible for gathering metrics to measure the team's

performance in order to provide outstanding customer support.

. Identify phone and ticket trends to make improvements in processes

and procedures in order to improve customer support of the

multiple solutions provided through Expedient Data Centers.

. Responsible for interviewing candidates to join the Expedient

Operations Support Center Team.

Time Warner Cable, Columbus, Ohio

2010 - 2011

Supervisor of Business Class Tier 3 Support providing managerial functions

for staff of 40 while insuring

continued revenue growth and support were consistently maximized.

. Manage team of 40 support specialists supporting client premise

network devices.

. Worked with customers to maximize uptime with network and

equipment service issues to deliver within contractually defined

SLA's

. Insure customer satisfaction for 17,000 small business DOCSIS

customers and backup up for 800 plus fiber customers.

. Transitioned divisional Broadband groups into Midwest region

including North East Ohio, South West Ohio, Mid Ohio, Wisconsin,

Kansas City, Lincoln Nebraska, Kentucky, Indiana, West Virginia

and Illinois.

. Increased staffing by 19 full time specialists and 16

contractors conducting resume review, interviewing and hiring

practices.

. Successfully managed multiple projects in order to create

greater efficiencies within the Business Class organization in

order to meet departmental objectives

. Developed departmental functionalities to support the regional

teams including support tools and dispatch processes.

. Responsible for increasing Service Level percentage from a low

of 18 percent to 90 plus percent.

. Responsible for measuring specialist performance metrics and

developing areas of needed growth.

. Highly skilled in developing relationships with supporting teams

surrounding Business Class Tier 3 Support Operations.

Sterling Commerce inc., Dublin, OH 2008 - 2009

A $625 million subsidiary of SBC Communications and one of the world's

leading providers of multi-enterprise collaboration solutions for the

Global 5000.

IT Operations Supervisor, Operations Support Services

Managed and maintained the Production, Commercial and Infrastructure

environments while maintaining 99% availability. Oversaw performance of

Operation Support Technicians to insure development and training in order

to support multiple

Christopher Smith

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applications and protocols while enabling successful transmission of

confidential data to and from companies across both domestic and

international economies. Managed up to 10 IT Support Specialists whose

responsibilities included assisting with technical problems, solving

inquiries, e.g., Unix, Unicenter, Connect Direct, AS2 via the following,

JES3, Roscoe, CA-7, CA-11, SYSPLEX and CICS mainframe applications, IBM

Info40 Printer, STK93111, and Tape Silos.

Technical Manager, System Operations (Continued)

. Utilized ITIL to ensure change, incident and problem management processes

were successfully managing the delivery of data across the production

environment.

. Managed staff of three operations support technicians who monitored

successful transmission of the monetary equivalent of 45% of the nation's

Gross Domestic Product.

. Served as Project Lead for integration of visual aids into the Baseline

System Integration database.

. Selected by senior leaders to serve as Project Lead for development of

department training documentation.

. Developed process for determining MTTR (Mean Time to Resolution) for

incident management issue resolution for the Operations System Support

Staff.

AOL, LLC, Upper Arlington, OH 1998 - 2008

A $20 billion leading global ad-supported Web company with a comprehensive

display advertising network in the U.S., a suite of popular Web brands and

products, and a leading social media network.

Technical Manager, System Operations 2004 - 2008

Provided tier 1, 2 and 3 technical support; responsible for hundreds of Web

and database servers / applications that were mission critical and that

affected millions of users worldwide. Managed Network Operation Center

staff (five system administrators) and acted as 2nd and 3rd level of

escalation for issues beyond the scope of the system administrator/analyst

knowledge.

. Reduced customer impacting events by 25% by developing escalation

procedure for outage incidents.

. Developed outside system operations procedures with cross-functional

teams to ensure the logistics of multiple procedures:

. Introduced build / rebuild and content checks to ensure the integrity of

the content provided on the service was functional for System Operations

to perform.

. Significantly reduced labor hours in procedural processing time.

Technical Manager, System Operations (Continued)

. Increased revenues by initiating and running member-impacting event

conference calls and ensuring that the path to resolution was maintained.

. Enhanced Network Operation Center efficiency and effectiveness by

training new hires to identify, troubleshoot and resolve issues affecting

AOL Service quality.

. Improved problem resolution efficiency by employing multiple resources:

in-house databases, Astea/Remedy, and troubleshooting insights by

creating specific detailed history tickets.

. Maintained Service Uptime Availability at 99.99% by rapidly identifying,

troubleshooting and resolving issues that affected the service.

. Coordinated communication team in Columbus, OH to improve NOC to NOC

communications with global Network Operation Centers.

. Increased advertising revenue by monitoring all applications via Netcool,

Watchdog and WUG to ensure quick resolution of member impacting events.

. Successfully fulfilled "Point of Contact" for national and international

information inquiries, thus maintaining quality customer relations.

Senior System Administrator 1998 - 2004

Identified, troubleshot and rectified issues affecting multiple products

supported by the Columbus NOC and AOL Web Hosting teams. Worked with

Apache, NSD, Java, IIS, Sybase, Oracle and SQL.

. Increased staff productivity by providing on-the-job mentoring for

incoming associates.

. Provided level 2 and 3 support rectifying issues so they would be

transparent to AOL customers

. Received quarterly financial recognition for DSL support by provisioning

accounts at high level.

CompuServe Inc., Upper Arlington, OH 1989 - 1998

Christopher Smith

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Provided complete and comprehensive products and access for Internet online

users at home, in the workplace and around the globe. Acquired by AOL in

1998.

Data Center Supervisor

Maintained 24/7/365 Data Center operations night staffing (15 analysts)

across three different data center facilities and kept operations running

efficiently and effectively to maintain service integrity.

. Maintained company guidelines regarding outages resulting in improved

customer relations and revenue.

. Conducted administrative duties for the entire NOC staff; including

scheduling and payroll time tracking.

. Built, rebuilt and refreshed system/customer data on proprietary software

of CompuServe, Inc.

. Performed propagation of system software and system software requests.

. Acted as mentor to newly hired employees and supported job acclimation

through training.

EDUCATION

Post Graduate Studies - Customer Information Systems

The Ohio State University, Columbus, OH

Post Graduate Studies - Business

Franklin University, Columbus, OH

Bachelor of Science in Education

The Ohio State University, Columbus, OH

ADDITIONAL TRAINING

AOL Hardware & Linux Training, Linux for Unix Professionals, Advanced Unix

Command Structure & System Administration, Sybase Adaptive Server, HP

Openview Omniback II for System Administrators, Foundry/Cisco Routers, Perl

Programming, Foundry Networks Server Iron Load Balancing Switch, HP

Openview ITO System Administration, Sonet Networking, DWDM Networking, HP

Openview Network Node Manager

AWARDS AND RECOGNITION

Quarterly Financial Recognition - DSL Support: Provisioning Accounts at

High Level of Churn / Excellence

Financial Award - NOC to NOC Communications Improvements Northern VA NOC /

Other Remote Sites

Awarded-Executive Management Team Restricted Stock Units & Stock Options

for Outstanding Performance

Telecommunications, Customer Service

Contact this candidate