Michael Geraghty

Senior Service Manager Profile

ad3lf3@r.postjobfree.com• 610-***-****

LinkedIn • Lansdowne, PA 19050

Tech-savvy Incident and Operations Manager with comprehensive global experience managing and providing incident resolution for business-critical systems. Proven success overseeing ITIL and incident management processes, categorizing and prioritizing major incidents, creating GSK global command center, outsourcing operations, and mainframe support, decreasing operational cost, and improving system performance and productivity. Forward-thinking leader with strategic vision in recruiting, developing, leading, training, and promoting major incident, operations, and service management as well as command center teams across Poland, Costa Rica, India, US, and UK to encourage progressive professional development and top-flight team performance. Experienced in spearheading and delivering large-scale technical projects from inception to completion, including managing scopes, timelines, resources, deployment, and internal relationships. Strong communication (written and verbal), decision making, problem-solving, and attention to detail expertise with distinctive ability to build robust relationships with major incident managers, computer operation analysts, subject matter experts, senior management, and business clients.

Technical Proficiencies

Software:

SAP ARIBA, ERP, Power BI reports, KRONOS, Service Now, RMS -Risk Management, Agile DB(Jira),Kanban Boards, Sarbox Audits, Crisis Management, MyLearning Training Coordinator, Workday, SharePoint, Microsoft Teams, MVS, ESA, Jes2, Zeke, CA-Manager, JCL, TSO, ISPF, SDSF, VTAM, VM, Info Man, Auto-ops, MIM, TPX, CC: Mail, Lotus mail, VPS, OS VS1, Roscoe, VOLLIE, TMS, TLMS, Ucc1, Hasp, CICS, Look, Hyper-Channel, HSC, VSAM, AM and various IBM Utilities. Remedy, Chameleon, Pandora, Info-man. Problem Management systems, Unix Utilities, MS-Office 97, Excel, AS/400 Utilities, Robot, EMS, Fieldview, ESM, CA Spectrum Windows 95/NT, Windows XP, AS/400 QMM monitor, ESM Console Monitoring, VERITAS NetBackup, Legato, Tivoli Workload Scheduler

Operating Systems:

9672 R26, 9672 R35, OS/390, ES9000,9121,3090,3033,4341,4331,370/158,370/168, VM HPO, AS400, UNIX and ESM., ZOS390, SA OS/390

Hardware:

3745, 3174 controllers, 3490, 3480 and 3420, 3494 and 3584 tape drives. 4410 STK Silo, 3350 Disk drives. 3380 DASD controllers. EMC Disk Drives. 3800 printer, 3705 Codex Equipment. Various other printers and PC equipment

Notable Accomplishments

Reduced costs by 33% through the shifting of US and UK operations monitoring and reporting roles to Costa Rica and Poland that avoided support outsourcing.

Consolidated 5 US and 1 UK data center into 1 US data center, 16 AS/400 systems from Franklin Plaza to KOP, 200+ NT servers from FP, R&D, and UP onto an EMC SAN environment, and 50+ mail servers in FP, R&D to IBM iSeries AS/400 LPARS

Saved GSK $2M by moving the UK mainframe to US as well as $1M+ by moving US tape media support to one vender.

Regained data center operations support to GSK after 4 years of outsourcing.

Moved major incident support roles to Poland and India from US and UK.

Recruited professionally astute senior managers of major incident support in Poland and India.

Enabled the team to decrease overall downtime by 20% with the implementation of new major incident processes.

Received SB Global award for consolidating data center in UK to KOP data center, saving GSK $12M.

Career Experience

GlaxoSmithKline (GSK), PA Mar 2018 – Apr 2022

Senior Service Center Manager GSK Command Center (Apr 2018 – Apr 2022)

Steered efforts towards analyzing actual service performance against key service lead and lag measures while developing and executing continuous improvement initiatives. Kept abreast management with status of command Centre incident resolution, including production of lead and lag metrics. Ensured strict adherence to regulatory, national, corporate, and divisional policies, laws, rules, and procedures. Hired, established, and trained major incident teams in US, UK, Poland, and India.

Improved services provided by Command Centre incident resolution group by maintained knowledge of tools.

Exceeded customer requirements, resolved issues, and identified areas for improvement through performance monitoring.

Credited with accomplishing service level objectives and KPI’s using Agile processes and Kanban boards.

Recognized for reviewing, measuring, and optimizing processes and systems.

Achieved a high level of service by addressing Command center Risk and Compliance issues.

Updated and created SOPS, LINS and GUIDELINES for Operations and Command Center Teams.

Global Computer Operations Manager (Mar 2016 – Apr 2018)

Led and organized data center operations/IHUB and TWS job scheduling teams in US, UK, POZ, and Costa Rica. Spearheaded overall facets of incident management, break-fix support, and facilities most of world environmental monitoring for 75 global sites. Controlled all endeavors regarding the tape and media management of RTP and GDC sites. Oversaw comprehensive execution of Novartis Data Transfers. Provided network support for OBS at Main DC Sites. Directed all functions and activities of data center and building access for GSK sites.

Equipped DCOF facilities, operations, and TWS teams with extensive knowledge and skills as Global Training Coordinator.

Delivered best-in-class break-fix support for all Hardware Unix, Windows, and Storage, customer replacement support for Windows and Unix Servers, and HP Hot Swappable Support for GHO Windows Team.

US Data Center Operations Manager (Mar 2010 – Mar 2016)

Delivered expert-level leadership and guidance to 23 staff members in PA and RTP NC. Monitored and standardized all functions of SCS managed computer platforms, event management and escalation, backup monitoring and restore requests, print, schedule and media operations, and disaster recovery support. Deployed staff in US region to ensure seamless working operations.

Managed and streamlined 7x24 data center operations and associate functions, improving performance level as per defined service metrics.

Oversaw and implemented new projects, services, and escalations with support and client organizations.

Excelled at recommending and executing improvements to systems and improved serviced provided by operations.

Improved overall knowledge of operations services of staff through training, technical guidance, and performance reviews.

Additional Experience

Service Management Analyst / Governance

Supervisor Data Center Operations 24x7

GlaxoSmithKline (GSK), PA

Education & Certifications

ADP Certification for GSK

ITIL Certifications 1,2, and 4

Foundation Certificate in It Service Management

Professional Development

Support Services (Operations and Helpdesk) Conference and Expo • Storage Tek Operations Seminar • Remedy AR System for Users • Fundamentals Of Web and Intranet • PC Literacy • How To Manage Anger, Conflict and Confrontations • Fundamentals of the Unix System • Managing Change in The Workplace • Frontline Leadership Training • Civil Treatment for Managers Training • Introduction to the AS/400 Systems • Lotus Notes Admin Training • Introduction To Unix • Korn Shell Programming • Hands On Crystal Reports • Unix Administration I • ESM Console Monitoring • IBM Z/OS Operator Training • GSK Quality and Compliance Assessment • GSK Overview of IT Regulatory Compliance • Safe Working in Data Centers • Sprinkler And Suppression Systems • GSK Overview of Data Privacy • Data Center Incident Managing • GSK Change Management • Windows XP 2002 Edition • NetBackup NT Restores • Veritas NetBackup Silo and Tape Handling

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