Manager Technical Support
Resume:
JAMES PILLING
Houston, TX *****
*******.*****@*****.***
PROFESSIONAL SUMMARY
Network Engineering and Network Operations Leader with global enterprise experience leading network engineers and analysts. Contributed to projects in multiple roles as project manager, project engineer and stakeholder. Cultivate a strong sense of teamwork and pride in achieving company objectives.
Technical Expertise:
Manufacturers: Cisco, F5, Riverbed, Juniper, Nortel, 3Com, HP
Technologies: VoIP, Wireless, switches, routers firewalls, video conferencing, collaboration, load balancers, protocol converters, multiplexers, Webex, Telepresence, Jabber
Network Monitoring Platforms: HP Network Node Manager, Spectrum, SolarWinds
Ticketing Systems: Remedy, SCOM, Service Center, Manage Engine
Operating Systems: Windows, Linux
Vendor Management: Telecom providers (ATT, BT, L3, Sprint, Verizon, Rignet, TimeWarner), Integrators (Meriplex, AccuData, Dimension Data, DataVox), Managed Services (HP desktop, T-Systems server and LAN, ATT backbone WAN.
PROFESSIONAL EXPERIENCE
Charming Charlie, Houston, TX 2016
IT Operations Lead
Employed ITIL methodology to manage Severity 1 incident management processes, change management, and root cause analysis. Provided operational and technical support for over 400 retail locations and served as an expert and mentor to junior staff. Monitored network operations. Served as backup for network engineer
Created and documented sustainable report and metrics process for Incident tickets, Change Management, and Root Cause Analysis.
Provide Incident management escalation and reporting based on ITIL methodology.
Created 1st disaster recovery and business continuity plan for organization.
Administered and maintained SolarWinds NPM and SAM to monitor network and server environments. Created detailed national network map to display status of store availability.
Managed 3 technicians on offshore team based in India. Created and maintained processes for after-hours monitoring, escalation, and associated duties.
Establish SLA’s and tracking criteria
Noble Drilling Inc., Sugar Land, TX 2015 –2016
IT Team Lead – Network Engineering
Managed 5 engineers responsible for the worldwide corporate network including: office IT requirements, specifying, ordering, shipping, and installing of network equipment. Closely partnered with cross functional teams to implement and provide secure robust network solutions.
Responsible for WAN connectivity over MPLS, Internet/VPN, and VSAT.
Maintained Cisco firewalls, routers and switches for company wide network.
Maintained Solar Winds as the network monitoring platform utilizing, IP Management, Configuration Manager, Wireless and Network Maps.
Implemented and maintained Cisco ISE for secure network connectivity to the desktop for over 250 people.
Managed 400 mobile devices using Mobile Iron and Microsoft Intune products.
Performed administration and hardware support for complete Cisco VoIP solution and Telepresence.
Provided collaboration support utilizing Cisco Jabber and Webex.
Managed 3rd party service delivery for telecommunications and professional services.
Develop business cases and project plans for infrastructure upgrades and refreshes. Managed projects thru completion.
Shell (Odyssey Information Services), Houston, TX 2006 –2014
Supervisor Retail Network Engineering
Managed 6 engineers responsible for Tier 3 network design, solution and problem resolution.
Served as incident management technical resource. Followed ITIL policy, provided detailed technical and root cause analysis documentation. Collaborated and documented IRM procedures for Shell Retail IT.
Integration of Network Appliance to aggregate TCP connections on a Linux platform and continuing support.
Supplied engineering support for Shell Global Retail POS network.
Responsible for Data Center, routers, switches, firewalls, load balancers, network appliances.
Designed, implemented, and supported credit processing network for > 43,000 retail sites globally.
Senior member of Retail SWAT team charged with finding a solution across multiple technologies, vendors and organizations. Coordinated vendors, manufacturers, and service delivery organizations to restore operations.
Implemented and maintain Shell’s security and process certification policies, IRM (Information Risk Management), PCI compliance
Developed and maintained network documentation
Developed and integrated solutions to improve network capabilities
Worked with project teams on multiple projects on Disaster Recovery, Data Center Moves, New Solutions for Credit Processing and others.
NextiraOne, Houston, TX 2000 –2006
TAC and NOC Manager for Voice and Data Operations
Managed 10 TAC engineers, 5 CCIE certified engineers, and 8 NOC analysts. Provided tier 3 technical support to customers and company personnel in field support and sales.
Provided managed and professional IT services to a wide variety of enterprise customers.
Maintained budget and professional development criteria for the department.
Designed ticket (Remedy) and monitoring system (HP NNM and Spectrum) automation and processes.
Responsible for annual Cisco Gold re-certification audit documentation and processes.
Xerox Connect, Houston, TX 1996 –2000
NOC/Network Manager
Managed the Network Management Center. Maintained budget and professional development criteria for the department. Lead NMC Analyst and User/Administration teams and Network Engineering.
Coordinated operational processes and procedures with other members of management, maintained a budget and facilitated project management.
Interacted directly with customer management to discuss operational issues and status reports.
Coordinated operations between the engineers and the NMC.
Produced detailed weekly and monthly reports on network health for the customers.
Monitored with HP NNM and Compaq Insight Manager
Wang Global (Getronics, Houston, TX 1994 – 1996
Network Engineer (1996)
Network engineer assigned to major accounts to provide in depth analysis, design and troubleshooting.
Made design and engineering recommendations and implemented the recommendations once approved.
Developed in depth knowledge of Cisco routers and various network monitoring and reporting tools.
Operations Supervisor, Network Operations Center (1994-1996)
Supervised a team of 18 analysts on a 7x24 monitoring team.
Recognized expert on all network management tools (HP NNM) used by the NCC.
Provided configuration management on all monitored network devices.
Troubleshoot and configure TDMs, SDM, Routers and CSU/DSUs.
Universal Computer Services, Houston, TX 1991 – 1994
Senior Technical Support Technician
Furnished technical support for field service technicians and clients on peripheral computer equipment.
Military Experience
United States Navy, China Lake Naval Weapons Center, Ridgecrest, CA 1987 – 1991
AT-3 (E-4) Avionics Technician for F/A-18. Honorable Discharge
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