Resume-Google-EMT
Resume:
RICARDO RODRIGUEZ
http://www.linkedin.com/in/rerodriguez11 M: 972-***-****
*************@*******.***
***** ******* ******,********, ** 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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