Manager Engineer
Resume:
Sherman H. Pierce
**************@*******.***
linkedin.com/in/shermanpierce
Summary
Program Management and ITIL Professional with experience in Service, Operations Management and Support. Highly skilled in product/application support, customer service, policy/procedure creation, staff training, and project/personnel management. Strategic thinker with ability to effectively communicate ideas, foster collaboration, mobilize resources, and execute deliverables. Proven, experienced and effective manager, leader, and facilitator. Excellent verbal and written communication skills and problem-solving abilities. Effective technical liaison between customers, engineering departments and management.
Employment History
Business Program Manager
Microsoft: July 2017 – July 2019
Drove and delivered CO+I (Cloud Operations and Innovation) Field Operations Services’ related cross-discipline programs and projects to established milestones using TFS, Visual Studio and entire Microsoft Office suite.
Developed shared strategies and clarified expectations for scope and scale in established areas to
achieve shared objectives.
Built business cases for long-term, cross-discipline solutions that incorporated the impact of
solutions and recommended ways to mitigate risk.
Provided thought leadership and subject matter expertise related to the delivery of
datacenter-centric services, solving complex issues between remote and on-premise support personnel.
Leveraged local subject matter expert's tribal knowledge, spread adoption of best practices,
and exposed best practices to the Operations Management Center and datacenter field teams.
Acted on opportunities to increase agility, and contributed to workstreams to evolve processes,
services, and solutions for Operations and Service Level Agreements for CO+I I (Cloud Operations and Innovation).
Delivered business and service review communications across varying teams and levels
of management/leadership in CO+I I (Cloud Operations and Innovation), to evangelize and support Field Operations Services deliveries.
Maintained technical proficiency in tools and procedures relative to datacenter centric disciplines
and supporting functions (e.g. Staff modelling, workforce management, etc.).
Coordinated closely between datacenter field operations teams and remote Operations
Management Center staff to foster alignment and partnerships for business success.
Managed small project budgets when applicable
IT Process/Problem Analysis and Management
Expedia: May 2016 – June 2017
Lead and implemented all aspects of Problem management to enhance team productivity.
Proposed and implemented IT process improvements and best practices leveraging Service Now.
Reported to leadership team on any issue that could have significantly impacted the business.
Acted as a further escalation point for unresolved or escalated problems globally (US, EMEA, Aus.).
IT Service Desk Lead
Apptio Inc: October 2015 – May 2016
Lead and implemented all aspects of Incident/Problem/Knowledge/Asset management to enhance user productivity and satisfaction within published SLA’s.
Managed two direct reports and dotted line to 5 service desk providers and analyst roles (7 team members).
Managed IT Service Desk infrastructure inventory budget for equipment and peripherals
Proposed and implemented service desk process improvements and best practices.
Reported to leadership team on any issue that could significantly impact the business.
Acted as a further escalation point for unresolved or escalated Incidents globally (US, EMEA, Aus.).
Member of weekly on-call rotation for after-hours support.
IT Operations Program Management – Service/Engagement Management (FTE)
Microsoft Corporation: October 2011 – July 2015
Implemented on boarding processes for new applications owned by CO+I I (Cloud Operations and Innovation) (MCIO-S-SE, GFS) team, including escalation, monitoring, vendor resourcing, daily triage, scrums, task management and gap analysis.
Oversaw the creation, execution, and control of project schedules and status reporting.
Worked with service engineers to develop, monitor and improve the availability, reliability, supportability, and overall health across key service areas.
Facilitated project and triage meetings, proactive communication and management of project/service management risks.
Lead the service management team through the development, release and ongoing operation support process.
Program Management - Incident/Problem Management (via H10 Capital)
Microsoft Corporation: May 2011 – August 2011
Performed SLA reporting for Business Productivity Service Operations (BPOS-S, O365) incidents.
Worked to resolve bug\defect queue with stale and orphaned bugs.
Analyzed Team Foundation Ticket incident queue, data to come up with different ways of tackling queue backlog.
Reported daily on the actions taken and progress made to reduce service delivery bugs.
Monitored incoming flow of incident to identify holes in the bug creation & escalation process.
Identified and fixed any documentation or processes to set the correct properties of the bugs that were being generated and escalated.
Worked with different Operations teams to on-board process/documentation changes.
IT Incident Manager
Liberty Mutual: September 2010 – May 2011
Provided immediate response to incidents meeting entry criteria.
Handled moderate to complex incidents including Significant Events and Sr. Leadership communications.
Engaged other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets.
Documented incident details per exit criteria to Problem Management team.
Communicated incident status to various levels of the organization as outlined based on SLA targets.
Identified opportunities and lead process improvement initiatives, including the creation and implementation of new processes.
Mentored Associate Incident Managers regarding all facets of the Incident Management role.
Drove higher level escalations with operational support groups and suppliers.
Participated in after hour on-call rotation and weekend change shifts.
Technical Account Manager
Areva-T&D (Now GE Grid): March 2007 – September 2010
Ensured the highest level of customer satisfaction (Internal and external customers) by understanding and identifying customer needs, building and maintaining strong working relationships and managing the account effectively.
Responded to customer inquiries on the telephone, Siebel, on-line networks, and by e-mail.
Communicated with customers to set expectations, re-set expectations and priorities related to customer’s service requests.
Solved customer problems that appeared to arise from the use of the product.
Completed, maintained, and processed pertinent paperwork and records.
Coordinated resolution of issues with Support Engineering teams.
Provided periodic reports and coordinated meetings (internal and external) as required to review service requests to manage account delivery activity effectively.
Provided escalation point for customer issues.
Assisted Support Management and Support Engineers with identifying and documenting operational process and improvements.
Interacted and acted as liaison with Support Leads and Supervisors/Management to ensure issues were moving ahead based on customer expectations.
Shared best practices with team members to contribute to enhance the quality and efficiency of customer support.
Worked with management to manage politically sensitive issues impacting either the customers’ business or impacting AREVA’s relationship with the customer.
Interfaced with customers on general and specific issues within area of client management.
Participated in customer visits for client relationship activities.
Lead Application Engineer
LexisNexis Applied Discovery: August 2005 – March 2007
Worked with external clients in a technical support capacity, to facilitate the resolution of application errors and bug fixes.
Worked with internal teams in a project management capacity, to facilitate the resolution of application errors and bug fixes.
Communicated and engaged with clients, end-users and IT staff to isolate, troubleshoot and resolve configuration and network connection difficulties.
Developed and maintained technical documentation (User Guides and KB articles) pertaining to software/hardware configuration, installation instructions, support procedures, and other related information, as directed.
Performed Managerial duties when current manager was away from office.
Performed technical interviews for Application Engineer and NOC positions.
Worked with management to refine statistical reporting.
Worked with management to improve processes and procedures for Application Engineers.
Mentored Junior Application Engineers regarding all facets of the ORA product.
NOC Technician/TAC Support (Contract via S. COM)
True Position: November 2004 – August 2005
Monitored for Fault on all TDOA True Position equipment at T-Mobile and Cingular NOC’s.
Troubleshooted faults, escalated issues and tickets to True Position TAC when necessary
Communicated with market techs regarding issues and recommend fixes or work arounds.
Created and maintained documentation repository for known issues and workaround/fixes.
Created daily logs of markets detailing Network Element uptimes and inventories.
Support Consultant
WatchMark: April 2004 – July 2004
Supported 2G and 3G Wireless customers using PROSPECT, basic SunOS 5.8 System administration, Oracle 8i, 9i, and SQL.
Performed problem resolution according to Service Level Agreements (SLA) to assure customer issues were resolved in a timely manner.
Performed CM for internal releases; Media preparation for distribution to customer base.
Managed issues and projects using Support Works trouble ticket system; work as a liaison between Customer Support & Engineering while working on new releases or bug fixes.
Performed onsite implementation of PROSPECT at customer sites.
Performed Q&A; Documentation review and software installation.
Participated in primary and backup on-call after hours support.
Assisted customers with Change Management Control events for new PROSPECT releases and software upgrades.
Lead Product Support Engineer
Marconi Wireless: September 1999 – March 2004
Supported 2G and 3G Wireless customers using CEOS IP Mediation application, basic HP-UNIX 11.00 and SunOS 5.8 System administration, Oracle 8.1.6/8.1.7/9i, SQL, and network connectivity support (TCP/IP. X.25).
Performed problem resolution according to Service Level Agreements (SLA) to assure customer issues were resolved in a timely manner.
Managed issues and projects using Clarify 6.0 trouble ticket system; worked as a liaison between Customer Service & Engineering while working on new releases or bug fixes.
Provided backup support for peer Product Support Engineers and oversaw 3rd tier primary on-call after hours support.
Performed Change Management Control events for new CEOS releases and software upgrades.
Scheduled on-call calendar for Product Support Engineers.
Performed Managerial duties when current manager was away from office.
Performed technical interviews for Product Support Engineer & Implementation positions.
Scheduled Change Management Control for Product Support Engineer group.
Worked with management to refine statistical reporting used in quarterly business reviews.
Worked with management to improve processes and procedures for Product Support Engineers.
Mentored Junior Product Support Engineers regarding all facets of the CEOS product.
Previous Employment History
Production Control Analyst
Starbucks Coffee Company: November 1998 – September 1999
System Administration
Boeing: January 1998 – November 1998
Production Operations Specialist
AT&T Wireless Services: July 1996 to January 1998
Operations Support Technical Specialist
CEGELEC ESCA Corporation: January 1996 to July 1996
Education & Training
Bellevue College: Arts & Science Degree
Six Sigma /LEAN Green Belt Training
ITIL v3 2011 Certification – EXIN
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