Operations/Project Manager
Resume:
Randy Draughon
*********@*******.***
www.linkedin.com/in/randy-draughon-pmp-itil-214b6513
Project Management and Operations Professional
A top-performing Project and Operations Manager with extensive experience in the technical field. A proven leader with the ability to connect with employees and motivate them to excel. Experienced with communications, information security, and project management. Customer-satisfaction-oriented mindset and ability to find solutions to potential problems proactively leads to high levels of client retention.
Areas of Expertise
IT Project Management
Information Security
Strategic Planning/Data Analysis
Information Systems/Maintenance
ISO9001
Resource Management
Operations Management
Risk Management
PMP and ITIL v3 Certifications
Contract/SLA Oversight
Logistics/Distribution
Client/Customer Management
Employee Training
Vendor Management
Corporate Interface
Incident Management
Change Management
Cisco Networking
Professional Experience
VERIZON, Cary, NC 2000 – 2015
Global Security Operations Manager (2014 – 2015)
Manage team of 13 Change/Incident Management Tier 2 Engineers and Project Engineers in supporting inbound/outbound calls, firewall, intrusion detection/protection sensors, application proxies, load balancers, XML gateway/web application firewalls, and Secure Sockets Layer virtual private networks.
Provided operational support for security services, including device/policy management and health monitoring.
Manage incident resolution and root cause analysis, including test analysis and removal of service failure.
Improved operational decision making and efficiency by streamlining ticketing process flows which resulted in reduced departmental mean-time-to repair (MTTR).
Network Operations Manager (2000 – 2014)
Managed high-profile customers such as Citigroup, NASDAQ, JP Morgan Chase, Capital One, and Wells Fargo. Supervised and scheduled technical staff of 15 engineers for 24x7 operational center.
Projected managed new operation center build-outs to include staffing, process/procedures, facilities, and seamless customer activations.
Project managed corporate initiative’s impact on the Managed Services Organization. Developed and analyzed ROI for annual business requirements.
Smoothly transitioned EDS’ customer and network support to leverage our existing support team in Cary, NC, providing cost saving to both Verizon and EDS.
Acted as Major Incident Manager (MIM) for high severity network outages. Directed restoral efforts that included participants by our customer, vendors, and Verizon internal engineers.
Oversaw implementation of corporate initiatives, including the Service Assurance Core Process Team.
Assisted with obtaining department ISO 9000 certification; providing industry compliance for our department.
Member of the department audit/compliance team enforcing the customer’s strict process and procedures were followed; ensuring network integrity and customer satisfaction.
Additional Verizon Experience
Transport Operations Manager
Managed proactive and remote repair of MCI’s Long Distance Network; hired, trained, and supervised staff.
Organizational representative for North Carolina “Call before you dig” initiative.
Assisted with development of Verizon’s Real Time Restoration (RTR) traffic alt-routing tool.
Transport Engineer/Shift Lead
Network engineer restoring alt-route services on long-distance network.
Developed restoration plans for network outages.
Troubleshot network DS3, digital cross-connect, and optical circuit incidents.
Field Operations Engineer/Supervisor
Supervised 15+ technicians performing customer installation/maintenance and long-haul plant maintenance.
Maintained digital radio and fiber optic networks; conducted both indoor and outdoor maintenance.
Maintained back-up UPS, stand-by generator, and battery power plants.
Military Service
UNITED STATES AIR FORCE
Radio Relay Technician
Deployed throughout Europe to establish communication between temporary military locations.
Maintained and troubleshot issues with Air Force “Base Intrusion Security System”.
Honorable Discharge.
Education & Certifications
Bachelor of Business Administration, Averett University, Danville, VA
Associates in Business Management, J. Sargeant Reynolds Community College, Richmond, VA
Master Certificate in Information Security Management, Villanova University, Villanova, PA (2015)
PMP Certification (2008), ITIL v3 Certification (2013), FCC Communications License
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