RICARDO RODRIGUEZ

http://www.linkedin.com/in/rerodriguez11 M: 972-***-****

adfr7u@r.postjobfree.com

***** ******* ******,********, ** 80602 3417 Steamboat Drive, McKinney, TX 75070

*US Citizen

*open to relocation

*able to travel domestic and international without assistance

*able to work as hands-on-technology manager in a fast paced, dynamic environment

TECHNICAL MANAGER / INCIDENT MANAGER / NOC MANAGER / DIRECTOR / VICE PRESIDENT (VP) PROFILE:

23+ years of experience in the Network Operations Center (NOC) environment and computer programming

5+ years of experience in a sales environment (North, Central, and South America)

Bilingual (Spanish / English) *working to learn Portuguese

Wireless Systems (Paging / Internet / WI-FI / EVDO 3G)

VoIP (Voice over Internet Protocol) platforms (BroadSoft & Genband M6)

Hands-on Trouble Management and Resolution

Project Management (Six Sigma Green Belt certified)

Airline Administration Systems

24x7 NOC Management and Engineering

Call Center Management and Information Technology (IT)

Experience building and relocating a NOC and Data center facility including policy and procedures

Experience with technologies administration in a production, 24x7 environment

Experience hiring, firing, promotion, retention, motivate, evaluate and train assigned staff

Strong verbal and written communications skills with ability to communicate with all levels

Strong leadership, organizational, strategic thinker and motivational skills

Comprehensive understanding of all aspects of data center and network operations Center management

Working towards Master Degree from Harvard University Extension School

Always open to learn new tasks, processes, and procedures

Excellent interpersonal, organizational, customer service, communications, and presentation skills EXPERIENCE:

Google, Boulder, Colorado ( Astreya employee ) 02/2019 – 08/2020 Leading IT solutions provider for some of the world's most recognizable and innovative organizations delivering technology-enabled services and fueling digital transformation.

Senior Global Technical Manager, Service Delivery

Responsible for the support of the Building Automation and Security Engineering (BASE) Operations Team and the Intermediate Distribution Frame (IDF) Operations Team. Performed the following duties, in addition to special tasks or projects as required:

Provide leadership and mentorship to staff at (3) regional locations (AMER, EMEA, APAC)

Implement, monitor and timely report to customers on service delivery metrics

Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team

Drive internal and client meetings covering delivery performance, service improvements, quality, and processes

Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team

Takes ownership for the resolution of highly complex issues and risks that have been escalated

Google, Thornton, Colorado ( Astreya employee ) 07/2017 – 02/2019 Leading IT solutions provider for some of the world's most recognizable and innovative organizations delivering technology-enabled services and fueling digital transformation.

Global Technical Manager, Service Delivery

Responsible for the support of the Network Operations Center (NOC) ) & the Optical Transport Control Center (TCC). Performed the following duties, in addition to special tasks or projects as required:

Develop and manage processes designed to meet or exceed service levels for application availability, including 24x7 NOC monitoring and alert functions for (3) regional locations (AMER, EMEA, APAC)

NOC Support Services Include Troubleshooting, Monitoring, Maintaining and Repairing Client’s Global Optical Network Infrastructure, As well as Managing and Resolving Troubleshooting Tickets from internal and Third-party Teams, Maintaining Documentation and Performing Capacity and System Acceptances Services Ricardo Rodriguez 972-***-****) Page 1 of 6

WorldVentures, Plano, Texas 04/2015 – 06/2017

The world’s largest direct seller of curated group travel with Independent Representatives in 28 countries. Director, Technical Operations (Tech Ops), PSC (Production Support Center) Responsible for the support of the PSC organization. Performed the following duties, in addition to special tasks or projects as required:

Develop and manage processes designed to meet or exceed service levels for application availability, including 24x7 NOC monitoring and alert functions

Problem Management - Ensure the enterprise production organization provides effective technology support and problem management services. This function includes development of proactive processes for problem detection, reporting, tracking and measurement

Manages assigned large-scale enterprise major incidents.

Performance Management & Monitoring - Implement and manage processes and systems to proactively monitor the health and welfare of the company's systems and, very importantly, to proactively address concerns and issues before they cause a problem, degradation in service or outage of any kind

Assist in developing an annual business plan and operating budget for the department and monitor implementation and ongoing operations to ensure that financial targets are met

Facilitator for Change Control Board (CCB) as well as key member for Process, Procedures, and Control

Citi (aka Citigroup, Citibank), Irving, Texas 11/2013 – 03/2015 Leading global bank with approximately 200 million customers accounts and does business in more than 160 countries and jurisdictions. Vice President, Technical Support & Training Services, Global CCO (Command Center Operations) Responsible for the support of the Tech Support and Training services organizations. Performed the following duties, in addition to special tasks or projects as required:

Provide leadership and mentorship to staff at (3) regional locations (AMER, EMEA, APAC)

Create and maintain best practices and provide focused-training to ensure consistency in all processes and procedures are carried out throughout all four command centers (Texas, Warsaw, Singapore, and Mexico)

Develop strong business relationships to help coordinate and resolve major support incidents in the regions

Leverage business acumen, cultural knowledge, and language skills to provide excellent customer service to each country based on their language and cultural background

Dictate best monitoring practices for each technology (i.e. Network, Mainframe, and Distributed)

Monitor optimization by providing cross-disciplinary monitoring training

Provide Global consistency by using best monitoring practices in all command center operations

Identify and implement process and efficiency improvements

Management of the command center telephony system and video wall technology

Identify and execute innovative ways to provide excellent customer service during request fulfillment

Citi (aka Citigroup, Citibank), Irving, Texas ( Apex employee ) 03/2013 – 11/2013 Leading global bank with approximately 200 million customers accounts and does business in more than 160 countries and jurisdictions. Deputy Operations Manager, Global CCO (Command Center Operations) Responsible for the day-to-day operation of the Global Command Center. Performed the following duties, in addition to special tasks or projects as required:

Provide 24x7x365 Global Network Operations Hotline support for over 45,000 devices and 35,000 circuits across 160 countries with primarily focus on the LATAM (Latin America) regions

Troubleshoot all technology performance issues including but limited to: infrastructure/hw/sw degradation or failure, latency, intermittency, connection problems including 3 rd party, failed file transfers, etc.

Work to find rapid resolution on several high impact, high risk, high visibility severities such as ISP

Worked on dedicated projects to standardize QoS configuration across the network

Global Operations Oversight ensuring tier1 operations are running optimally and all major issues are being properly addressed

First Point of escalation for Tier 1/2 Network Operations

Direct engagement and operational oversight for all network related major incidents including ownership of communications

Primary point of contact for senior management inquiries into the command center

Airband Communications (aka GTT Communications, UNSi), Carrollton, Texas 02/2011 – 12/2012 Largest fixed wireless provider (Data & VoIP) serving businesses in the United States Director, NOC (Network Operations) & Customer Support Responsible for all matters concerning the overall operation, management, staffing, and training of the NOC. Performed the following duties, in addition to special tasks or projects as required: Ricardo Rodriguez 972-***-****) Page 2 of 6

Successfully designed and built the 24x7 NOC in Carrollton, Texas from the ground up.

Establish processes and procedures that help stabilize the production network including the creation and execution of the Change Management task, as well as establish the proper tools for the NOC like the use of an Engineering Portal, Castle Rock, Solarwinds, inContact, and other important tools.

Managed the NOC Team integrated by (16) NOC Engineers

Served as focal point, communication link, and approval authority for all changes made to the configuration of both 24x7 NOCs (Carrollton, Texas and Des Moines, Iowa)

Identified and correct problems and discrepancies with procedures and other assets. Audit process.

Coordinate changes to the ticketing system (PhaseWare)

Kept senior management informed of the status of network operations.

Directed, led, and managed network problem resolution efforts as required

Perform detailed analysis of network and servers, design and technical flaws causing service outages

Investigates and coordinates resolution of problems

Technical Mentor to others and guides less experienced NOC employees

Serve as main escalation point during crisis calls

American Messaging (aka SKYTEL), Lewisville, Texas 09/2009 – 02/2011 Provides traditional paging, text messaging, interactive 2-way messaging and wireless telemetry services Manager, NOC (Network Operations)

Responsible for all matters concerning the overall operation, management, staffing, and training of the NOC. Performed the following duties, in addition to special tasks or projects as required:

Managed the NOC Team integrated by (4) Associates and (2) Sr. Associates

Served as focal point, communication link, and approval authority for all changes made to the configuration of both 24x7 NOCs (Lewisville, Texas and Clinton, Mississippi)

Identified and correct problems and discrepancies with procedures and other assets

Coordinate changes to the ticketing system (PhaseWare)

Kept senior management informed of the status of network operations. Directed, led, and managed system problem resolution efforts as required

Worked with engineers to accomplish the migration of satellite feed into JBM/Sprint EVDO feed for SkyTel 2-Way transmitters

Communication Management Services (CMS-NOC), Richardson, Texas 01/2006 – 12/2010 Full-service provider of outsourced Network Management and Monitoring solutions Sr. NOC (Network Operations) Engineer

Responsible for monitoring and troubleshooting networks for different Data, ISP and VoIP companies

Proactive monitoring of Data and VoIP networks

Provide support with installing, troubleshooting and maintaining networks

Work with the Field Operations and other support specialists to resolve installation and quality problems

Keep records of maintenance activities and system performance

Perform Network Monitoring via NETCOOL

Create and update trouble tickets using Remedy

Report any major outages to Operations Manager or Designee

Perform initial call out to sites for down devices

Perform additional tasks as directed by senior personnel

Report to the NOC Operations Director

Fortress Solutions, Plano, Texas 02/2004 – 12/2005 Maintenance service solutions on data products manufactured by Nortel, Cisco, Lucent, Juniper, Extreme, Fujitsu, Ciena and Alcatel Vice President, Global Sales & NOC (Network Operations) Management Responsible for the Sales of Fortress Solutions services in Latin America and USA as well as the overall operation, management, staffing, and training of the NOC Team.

Managed team of 5 Technical Support for DATA and VoIP

Ensuring the provision of incident and event detection and providing appropriate resolution

Develop and manage skills and processes in line with new service and technology offerings and align this to the training and development aspirations of the team

Coordinate activities on a week to week basis and ensure that all roles within the team are being fulfilled; where necessary prioritize

Be accountable for the teams incident recording and error detection; Identify methods of influencing and improving KPI's and ensure that KPI's support the critical success factors of the team, business and our customers and ensure statistics reflect the service level offered Ricardo Rodriguez 972-***-****) Page 3 of 6

Merkafon Teleperformance, Plano, Texas 01/2002 – 02/2004 Company offers a business model that creates value through integration of multiple services including: Voice and Web-Enabled Teleservices, Database and Direct Mail leading to the next generation of integrated Customer Relationship Management solutions Manager, Sales and Marketing Administration

Responsible for the coordination, marketing, leading and managing assigned VP’s salesmen under this new department “Business Development”; in addition to previous duties as “ Manager, Client Services and Operations Support ”

Define quarterly Sales and Marketing strategies and coordinate marketing plans with internal departments

Coordinate the Sales and Marketing progress to ensure focus on the targets and delivery of goals set

Coordinate participation in media and trade events – magazines, websites and trade organizations

Manage a list of assigned accounts, including contact information and revenue generated by each account

Coordinate RFPs and participate in contract negotiations Manager, Client Services and Operations Support, Plano, Texas Responsible for developing, leading and managing assigned client services and operations support associates

Defined the department organization and hired employees into the organization

Tracked response statistics and reporting those results to others in the organization

Managed production and revenue reports to ensure accuracy/consistency in internal and external documents

Participated in development, implementation and measurement of department goals, objectives, policies, procedures and priorities

SKYTEL, an MCI WorldCom Company, Plano, Texas 04/1997 – 01/2002 Provides traditional paging, text messaging, interactive 2-way messaging and wireless telemetry services to more than 18 million customers, including more than 100K corporate accounts and 1-way messaging through subsidiaries and joint ventures in 18 countries Manager, NOC (Network Operations) & Data Center

Responsible for all matters concerning the overall operation, management, staffing, and training of the NOC. Performed the following duties, in addition to special tasks or projects as required:

Managed team of Operations Managers and 40+ individual contributors nationwide

Identified and correct problems and discrepancies with hardware, software, procedures and other assets

Coordinate software/hardware upgrades and/or modifications with appropriate departments and organizations

Served as focal point, communication link, and approval authority for all changes made to the configuration of both 24x7 NOCs (Plano, Texas and Jackson, Mississippi)

Kept senior SKYTEL management informed of the status of network operations. NOC Systems Support Engineer, Jackson, Mississippi ( Promoted to NOC & Data Center Manager ) Responsible for supporting both 24x7 NOC concerning software and hardware discrepancies and upgrades. Performed the following duties, in addition to special tasks or projects as required: System Administration Troubleshoot system problems UNIX script development Monitored system alarms and performance Software development Maintained system backups, availability and stability

ANASIS, Caracas, Venezuela 06/1990 – 12/1995

Programmer/Analyst, NOC (Network Operations)

Maintenance of payroll subsystem in Cobol (paycheck, tax reports, etc.)

Maintenance of storage subsystem (merchandise inventory) and check confirmation subsystem in RPG II

Developed of reports using Excel 5.0 dialing with categorizing and counting of passengers per flight and calculation of tax commission per month

SKILLS:

Simple Network Management Protocol (SNMP) Management Tool

NOC Monitoring Tool ( Nagios, PRTG (Paessler Router Traffic Grapher), Solarwinds, New Relic, Castle Rock, IBM Tivoli Netcool/Webtop, HP OpenView, Ceragon CeraView, ipMonitor, TMON (Performance Monitor), SMARTS )

Ticketing Systems ( BMC Remedy, PhaseWare, Vantive 32, ResolveIT, ServiceNow, Google-Shax, Google-Buganizer, Pega )

Call Center Software ( SiiT )

Ricardo Rodriguez 972-***-****) Page 4 of 6

ACD call handling tool ( inContact, Avaya, Meridian )

UNIX, Informix, Basic, SQL, Oracle 7, dBase IV, LAN/WAN, AS/400

Sales Database Tool ( ACT! 6.0 and ACT! 2005 )

Networking Concepts

Microsoft Office

Windows XP

PowerBuilder

Remote Terminal Display (RTD) Manager

remote access

Linksys Software and Hardware (Access Point, Subscriber Units)

NETGEAR Software and Hardware (Access Point, Subscriber Units)

Cisco Software and Hardware (Routers, PIX Firewall, and Switches)

JBM Electronics M120 and Sprint EVDO ( Evolution Data Optimized ) 3G Software and Hardware

Process Flow

Uninterruptible power supply (UPS) systems

Virtual Private Network (VPN)

Storage Area Network (SAN)

Voice over Internet Protocol (VoIP) (Tekelec M6, BroadSoft, Polycom phones, Cisco phones) EDUCATION:

Harvard University Extension School, Cambridge, Massachusetts Master of Liberal Arts in Information Technology,

Emphasis in Information Management Systems, expected graduation 2020 (*on-hold for now) Quantic School of Business and Technology, Washington, DC Executive Master of Business Administration (MBA), Emphasis in Information Technology, expected graduation 2021 The University of Southern Mississippi, Hattiesburg, Mississippi Bachelor of Science in Business Administration,

Emphasis in Management Information Systems, Graduated 1996 Hinds College, Raymond, Mississippi

Associate in Arts,

Emphasis in Computer Science, Graduated 1992

CERTIFICATES:

Six Sigma Green Belt Certification (Global Knowledge# 2143)

IT Project Management Certification (Global Knowledge# 2819)

Information Technology Infrastructure Library ( ITIL ) Foundation Certification (Global Knowledge# 2975)

Project Management, Leadership, and Communication Certification (Global Knowledge# 2658)

Project Management Professional ( PMP ) Boot Camp Certification (Global Knowledge# 2387)

Cloud Essentials Certification (Global Knowledge# 2459)

Cloud Service Manager Certification (Global Knowledge# 2014)

Business Analysis Essentials Certification (Global Knowledge# 2919)

Citi Technology Infrastructure Leadership Development program, Effective Global Communications Certification

(Global Knowledge# 1165)

Leading Cross-Cultural Virtual Teams Certification (International Institute for Learning# 8911)

Cisco Certified Network Associate ( CCNA ) Boot Camp Certification (Global Knowledge# 5340)

IBM Tivoli Workload Scheduler 8.6 Operations and Scheduling Certification (Global Knowledge# 9139)

Developing SQL Queries for Oracle7 Certification (Learning Tree International# 234)

Oracle7 Certification (Learning Tree International# 230)

Management Development Program Certification (Situational Leadership II and Employee Selection)

TOP REP Certification (The Playbook: Coaching an All Star Team)

ACT! 2000 and 6.0 Certification (Manage the Sales Process)

Network Operation Center (NOC) Manager / Data Center Manager (DCM) Certifications (Highest grade)

1-Way and 2-Way Paging, WAN and RF Network Operator, Development and Support Certifications AWARDS, MEMBERSHIPS, GROUPS AND OTHER CERTIFICATES: Ricardo Rodriguez 972-***-****) Page 5 of 6

President's Volunteer Service Award ( PVSA ) Silver Award 2015 presented by Citi (aka Citigroup, Citibank)

President's Volunteer Service Award ( PVSA ) Bronze Award 2014 presented by Citi

Citi “ Dazzle ” 2014 Award

Citi “ Galaxy of Thanks ” 2014 Award

Citi Command Center Operations (CCO) Voice of the Employee ( VOE ) 2014 Champion Award

Citi Regent Event Committee ( REC ) member 2014

Citi Regent Team Building Organizer 2014

SkyTel (aka American Messaging) “ Can Do ” 2011 Award

SkyTel “ Catch the Ball ” 2010 Award

Most Valuable Tennis Player 1991 Award, Mississippi State and Region 23 Champion

U.S. Air Force Auxiliary ( USAF ), Civil Air Patrol ( CAP ) / Thunderbolt Composite Squadron TX-295

USAF-CAP Captain ( Capt ) grade 2008 / Safety, Information Technology, and Aerospace Education Officer

Citizens' Sheriff's Academy Certification (CSA)

Citizens' Fire Department Academy Certification (CFD)

Federal Emergency Management Agency ( FEMA ), OPS-Emergency Services Certification

National Telecommunications and Information Administration (NTIA) Radio Operator Authorization

The Convergence Technology Council (CTC) Group

Association of Information Technology Professionals (AITP) Group

Latinos in Information Sciences and Technology Association (LISTA) Group

Telecom Executives Business Network Group

Society of Consumer Affairs Professionals in Business (SOCAP) International Membership

The Direct Marketing Association (DMA) International Council Membership

Fort Worth Hispanic Chambers of Commerce (FWHCC) Membership

Data Processing and Management Association (DPMA) Membership

The University of Southern Mississippi International Student Club

Pan American Student Association (PASA) (Treasurer) Membership

Hinds Community College tennis team (#1 singles / #1 doubles player) REFERENCES ARE AVAILABLE UPON REQUEST

Ricardo Rodriguez 972-***-****) Page 6 of 6

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