Technical Support Quality Assurance
Resume:
Darius Davis
Technical Support/Network Operations Manager
Contact
East Point, GA 30344
*********@*****.***
Professional Summary
Highly Skilled IT/Network Operations Leader with over 20 years of experience in Network Operations and Technical Support Manager. Successful in improving monitoring, technical support procedures, people development and strategy, network operations, training, and global team management in SAAS environments.
Education
Clayton State University
Morrow, GA
MBA in Human Resource Management
July 2024
William Carey University
Hattiesburg, MS
Master of Biomedical Science
May 2019
Key Skills
Strategic Planning
Budget Management
IT/Helpdesk Leadership
Nagios, Datadog, Grafana, AWS and Splunk Experience
ServiceNow, Zendesk, and Clarify/Remedy Experience
Active Directory
Performance Management
ITIL Principles
Incident and Change Management
Unix/Linux Server Administration
Cisco/Juniper
Salesforce and JIRA
Problem-solving
Experience
MARCH 2024--PRESENT
Manager, Customer Technical Support Mastercard International Atlanta, GA
Manage global technical support teams in North America and India. Administer Salesforce by creating user accounts, managing and creating reports and dashboards, setting up custom objects in Service Cloud. Leading incident management and response using Jira, Slack, and Salesforce. Improving case resolution to remain above 85% within 7 days for cases opened within the same month and meeting SLA’s (service level agreements) 90% or better each month. Managing quality assurance for cases, improving performance and supporting employees to help them reach their goals. Performing within a SAAS environment to increase customer retention and improve the customer experience.
FEBRUARY 2022—MARCH 2024
Global Network Operations Manager Trust Payments/Secure Trading Atlanta, GA
Lead the Network Operations Team in the US and UK. Plan yearly strategy and roadmap for the Network Operations Team for monitoring and incident response. Manage development of monitoring to improve incident acknowledgement and response to 90% and above. Lead incident management from initiation to resolution. Map out incident response plans and business continuity plans. Responsible for determining root cause for major incidents and formulating incident timelines. Coordinate incident communication between internal stakeholders and external customers. Arrange incident communications with 3rd party vendors. Utilizing monitoring software Datadog, Splunk, and Nagios to detect and triage network issues. A member of the Change Advisory board that manages network changes and assesses customer and network impact. Manage the continuous improvement of monitoring tools and custom applications. Work directly with developers to fix bugs and resolve application errors for custom internal applications and monitoring. Create Key Performance Indicators for Network Operations Team. Operated within a SAAS environment providing connections between stores and online retailers to major banks. Manage budget to include salaries and overtime for the Network Operations team. Utilizing metrics to identify root causes and to locate repeat equipment and application failures. Develop operating procedures for network operations center and recruit employees from Network Operations startup. Ensure PCI compliance and manage cybersecurity for intrusion detection to merchant network.
NOVEMBER 2021—FEBRUARY 2022
Operations Technician III Lumen Technologies Atlanta, GA
Work with government agencies to get their network services back online. Support government agencies by troubleshooting routers and network issues and resolving issues for them. Opening trouble cases with equipment vendor Cisco. Conducted one-on-one training with less junior techs.
SEPTEMBER 2019—NOVEMBER 2021
Service Assurance Technician III/Night Shift Lead Cox Communications Atlanta, GA
Lead Incident Management and managing internal communications between the various business partners. Work with 3rd party vendors to resolve equipment issues with routers, fiber, and firewall. Pull logs and data to diagnose faults and errors and utilize Bash to transfer those files over to equipment vendors. Allocate new IPs within Juniper routers to allow for customer transport. Update firewall settings to whitelist or blacklist IPs to allow traffic or to limit traffic across the IP network. Conduct training and performance management with junior techs to meet key performance indicators. Guided data center techs to replace equipment. Utilized Visio architectural diagrams to identify, locate, and replace UPS, battery, fiber, routers, and cards. Escalation point for junior techs to resolve issues. Work with Architecture and Engineering to get reoccurring equipment issues resolved. Lead night shift techs and distributed cases to ensure maintenance was completed within maintenance window. Utilized BGP, OSPF, and MPLS and Transport/Fiber technology to include Ciena and Nortel.
AUGUST 2018—MAY 2019
Pursuing Master of Biomedical Science at William Carey University
NOVEMBER 2017 – JULY 2018
Help Desk Analyst II/Lead Tech HIBBETT SPORTS GROUPS. INC. BIRMINGHAM, AL
Lead incidents for the team and managed communications when they impacted single or multiple stores. Utilized ServiceNow to create tickets and work issues through to resolution. Oversaw project to upgrade all desktops, laptops, and tablets from Windows 7 to Windows 10. Utilized AD to reset user accounts, register computers, and to manage email setup for new users. Utilizing SQL to verify transactions, restore databases, update databases and tables, and to backup POS transactions. Managed Level 1 and Level 2 analysts. Conducted Performance Management for team and managed training for underperforming analysts. Tracked computers, routers, tablets, and printers for each store. Managed communications for incidents affecting stores and the corporate office.
AUGUST 2016 – NOVEMBER 2017
Study Abroad Program Saint Vincent and the Grenadines
AUGUST 2008 – AUGUST 2016
NOC Technician/Night Shift Lead Level 3 Communications Atlanta, GA
Lead Tech on shift and ensured that all techs on shift were trained and performed their duties to meet the NOC’s Key Performance Indicators. Successfully managed network outages to less than 10% of down time and shortened outages to less than 48 hours from initiation to resolution. Realtime Fault Manager system monitoring to investigate faults and incidents. Decreased alarm detection and triage down to 20 minutes or less. Managed replication on Unix servers and ensured replication completed successfully. Managed incidents and escalations to resolve them quickly. Worked directly with data center techs to replace failed UPS, battery packs, and equipment to ensure service delivery was maintained within the required Service Level Agreement. Utilized Visio to locate and replace equipment within the data center. Very familiar with BGP, OSPF, and MPLS. Used both Juniper and Cisco IOS. SAAS environment providing services within SLA.
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