Manager Project

Eldon Link

Mooresville NC *****

Phone: 704-***-**** *********@*****.***

CAREER PROFILE

An experienced Technology Manager with over 15 years of progressive experience in Technology Operations and IT Services. Key areas of expertise includes: Managed, Coached,

and Mentored a Team of Engineers that provided Production Services Support for the Customers and the Enterprise Platforms. Monitor, Managed, Implementation, Troubleshooting, Problem Resolution, Issue tracking, Change Control and Root Cause Analysis are daily functions in a Command Center Environment. Maintaining Stability, Availability and Performance of Enterprise Systems and Platforms. Providing Strategies, Vision and Goals are key elements for the success and growth of the team. Delegated work flow based upon Business Impact and issue Severity. Lead and Controlled high impacting issues on Bridge lines to help expedite recovery and to increase Availability.

A proven track record of merger and acquisitions strategies, meeting and exceeding Departments’ goals to ensure total team functionality. Organized training for the Engineers to equip them with knowledge to exceed customers’ expectation. Established Vendor management and Escalations as they are key processes in resolving Complex Issues. Created strong Business Relationships to ensure communication of service issues were reported and maintained a high focus.

A strong motivator and team player with effective leadership, communication, decision making, problem solving and interpersonal skills, together with a bottom-line corporate focus and a results-driven attitude.

Technical and Specialized Skills

Performance Management Troubleshooting Remedy Netview HP Openview Outlook HRMS-Human Resource Management System Device Pro Info Vista Ngenious Monsoon Time Management Systems Data Analysis Microsoft Office Tools

PROFESSIONAL EXPERIENCE

ALPHASIGHTS, New York, NY 2016 – Present

Consultant (Interim)

Sought out to provide consulting services on a part-time interim basis. Remotely connecting the world’s top professionals with the world’s best knowledge. Obtaining the project’s focus and provide input to what is needed for corporations, investment firms, and non-profit businesses to help them sharpen their thinking, decision making and drive business forward.

Providing insight into methods, processes and standards for Data Center Operations, via progressive elaboration.

Giving explanations of how monitoring tools work to capture events and create tickets

Describe how to monitor and maintain call queue efficiencies to resolve incidents.

Give feedback on the tier level approach for problem resolutions.

WELLS FARGO, Charlotte, NC

Technology Manager IT Services (Wells Fargo) 2011 - 2016

Supervised 20 member team geographically dispersed in the US and India. Ensured Technological issues received the appropriate attention until resolution. Issues included but not limited to Enterprise Network Infrastructure, Server, Wireless, VOIP, IVR, ATMs, Websites and

Technology Manager IT Services (Continued)

other service delivering components. Served as point of escalation for issues. Monitored phone and ticket queues for quality.

Successfully resolved complexed and high impacting issues, increase of 10% from prior year

Built great Business Relations with the ATM Group, and helped maintain high ATM availability by resolving networking issues.

Managed and Monitored Distributed Server infrastructure, applications, and databases.

Created and implemented 98% successful hardware/software changes on a monthly basis due to template format and change process that was created. Coordinating the time of change with the Business units presents a challenge due to processing and access constraints.

Overseeing the performance of maintenance, refresh, and Change activities as needed in the Production environment.

Achieved less than 1% abandoned calls. And call availability at 96% or greater, through multi-tasking, working issues, while answering calls and monitoring the systems

Saved the Department about $50K in overtime pay by detecting an error in the time entry process.

Drove ticket quality to an all-time high after streamlining the cause / sub-cause being used to resolved tickets.

Worked with team to correlate recurring incidents with underlying Technology problems. Document and review any performance and procedural issues and communicate with customers and/or Business Partners

Technology Manager 3/ Project Manager (Wachovia / Wells Fargo) 2008 – 2011

Managed the Technology Team that supports the Enterprise Production Services for the fourth largest US bank. Provided focus on problem resolution and customer satisfaction.

Coached and motivated team members with two team members promoted to management.

Managed the successful merger integration of teams, tools, processes, and vendor accounts. The size and diversity of both organizations added a level of complexity to the integration.

Appointed as main Project Leader for the phone queue options setup, and completed the profile programming to enable the Engineers to access the combined phone system.

Served as integral part in Disaster Recovery planning and testing, ensured the tools were functioning correctly.

Shared on-call duties one-fourth of the time required to support a 24/7 operations.

Provided detailed data in the Service Quality Review meeting, leading to correct root cause analysis.

Arranged and conducted training for two service centers on basic Technology connectivity.

Technology Engineering Manager (Wachovia) 2001 – 2008

Managed and supervised a team of engineers in NetOps. Provided second level support for Cisco IP routed network. Guided Engineers insight on troubleshooting methodologies.

Met / exceed customers’ expectation of all networking issues and provided proactive measures to reduce downtime.

Instrumental in merging the LAN/WAN teams to build better proficiencies and to leverage the knowledge of both teams.

Created successful cross-training matric to track individual’s progress between LAN and WAN technologies.

PRIOR RELATED EXPERIENCE

Telecommunications Engineer (First Union) 1992 – 2001

Monitor, control and troubleshot network infrastructure

EDUCATION / PROFESSIONAL DEVELOPMENT

BA, Computer Science, University of North Carolina – Charlotte

ICND I & II-Interconnecting Network Devices-Training

Introduction to Voice Over IP –VOIP Training

Human Resource Management Policies

Conflict Resolution Management

Pursuing PMP (Project Management Professional) Certification

Pursing ITIL Certification

ADDITIONAL INFORMATION

AVP- Technology

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