Manager Service
Resume:
DALE A. DEFFENBAUGH
***************@*****.***
SUMMARY:
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, providing leadership and management of a staff of 31, including 6 managers and their direct reports, total staff of 31, with a 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.
TECHNICAL SKILLS:
Solaris/Linux
HP Openview
Citrix
Netcool
Foundry Networks
VPN/SecurID
ESX
Astea
Cisco Networks
SDLC
Watchdog
WUG
Point-Point Networks
AS2 Gateway
ITIL
ServiceManager
TCP/IP
Sharepoint
Active Directory
Peregrine
VNC
VoIP
VMware
Cherwell
Remedy
Tality
WindowsServer
ServiceNow
EDUCATION:
Columbus Paraprofessional Institute
Diploma – Computer Programming
PROFESSIONAL DEVELOPMENT:
AOL Hardware & Linux Training, Linux for Unix Professionals, Advanced Unix Command Structure & System Administration, ITIL – Service Transition, Service Operation, Incident and Problem Management, Continual Service Improvement, Service Delivery, 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, Avaya Communication Manager
EXPERIENCE :
09/2015 to BelFlex/ToysRUs, Columbus, Ohio
Present. LMS Administrator
Administer associate data in the Kronos Time Management and Red Prairie Labor Management System.
Perform daily audits on Kronos and LMS systems.
Produce daily, weekly and monthly performance reports for all associates.
Administration of the Manhattan Warehouse Management System.
07/2014 to Sabbatical Leave; Family Medical Leave Act
02/2015
05/2014 to INFINITE/IBM, STATE OF OHIO CLOUD PROJECT
07/2014 Incident Management SME / Service Desk and IT Operations Management
Consulting – As Incident Management SME, assisted the IBM transition team with Severity/Priority escalation procedures for Steady State Team and Service Desk
Define parameters of P1/S1 outage
Define process workflow
Create escalation process
06/2013 to JPM CHASE, Columbus, Ohio
02/2014 Major Incident Manager (MIT)
Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident .
Send email communications to a wide global audience giving details of the incidents you are running with; send Executive Communications as required.
Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls.
Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications.
Provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken.
Attend and represent GTI on situation reviews.
Perform Demand Management and Preparation activities.
Participate in major command centers and critical site tests coverage. • Review the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team.
10/2010 to COLUMBUS REGIONAL AIRPORT AUTHORITY/ROBERT HALF, Columbus, Ohio
09/2012 Operations Manager, Technology Services
Manage day-to-day operations and the service delivery of department, both Service desk and System Administrators,
Manage development of operation’s support processes, procedures, and documentation.
Responsible for incident, problem and change management.
Manage department communications.
Manage the Voip system support and provisioning for the Airport, maintain phone billing software and phone billing process, vendor(NACR) relations.
Manage Tenant service request process and billing.
Administrator of Cherwell ticketing system and vendor(Avante) relations.
24/7 escalation contact.
1998 to AOL, LLC, Upper Arlington, OH
09/2009 Senior Technical Manager, System Operations/Network Operations Center (2000-2009)
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.
Provide leadership and management of a staff of 31, including managers, system analysts, system administrators and technical writers providing 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 all facets of the Network Operation Center, including but not limited to, budgeting, training, hiring, firing, disciplinary and compensation and acted as 3rd level of escalation for issues beyond the scope of the system administrator/analyst knowledge. Member of the Executive Escalation team, Operations Security team, Data Center Management team and Tools Development team.
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.
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 developing training procedures for 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 having staff properly trained to rapidly identify, troubleshoot and resolving issues that affected the service.
Coordinated regular team meetings in Columbus, OH with cross-functional teams, LOB and the Global Network Operations centers to improve NOC to NOC communications during outages.
Increased advertising revenue by collaborating with support teams to develop improved monitoring capabilities of all servers/applications via HP/Openview, Netcool, Watchdog, Gomez, SiteScope 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 - 2000)
Identified, troubleshoot 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.
1984 to COMPUSERVE INC., Upper Arlington, OH
1998 Data Center Supervisor
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.
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.
REFERENCES: Available upon request.
Contact this candidate