World's greatest IT Manager

Dale Deffenbaugh

**** ****** *****

Grove City, Ohio 43123

Phone: 614-***-****

Cell: 614-***-****

***************@*****.***

OBJECTIVE:

An experienced and proven manager seeking leadership position in IT System Operations/NOC environment.

QUALIFICATIONS:

22 yrs in IT System Operations Management, currently Sr. Technical Manager of AOL Columbus based System Operations Center/NOC.   

EMPLOYMENT:

Employed at CompuServe/America Online since 1/19/1984. In current position since 4/1/2002.

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EXPERIENCE:

SENIOR TECHNICAL MANAGER, NETWORK OPERATIONS CENTER, AOL 2000 – 2009

Provide leadership and management of a staff of 31, including 6 managers and their direct reports. The AOL Columbus NOC is a 24/7 operation and is responsible for providing Tier1 and Tier2 support for 4 separate ISPs - CompuServe Classic, CompuServe2000, Netscape and WalMart-Connect and the entire web hosting operations for AOL. This would include all web pages and applications, 1300 strategic web properties, both international and domestic. Provide basic network troubleshooting.

Direct a constantly ever changing, high volume, priority driven environment while effectively overseeing an ever changing project intake resulting in an efficiently maintained, global facing, broad spectrum network operations center.

Responsible for department budgeting, staff training(required 40 hrs per yr.), HW and APP. Upgrades. Tertiary escalation contact 24/7/365, executive escalation team member, member of CTC security committee. Responsible for Disaster Continuity and Recovery plan compliance and execution. Required attendee of 10+ weekly status, review , domestic and international support team meetings per week. Budget, coordinate, plan for employee awards, team building events and activities. Continually review and audit processes for criteria, accuracy, possible automation or elimination which lead to increased efficiency.

Oversee and direct problem resolution and project planning with business stakeholders, partners and an international support staff, including but not limited to India, Ireland, UK, Netherlands, Germany, France, and Canada. Travel as needed to various sites as needed, usually 3 to 4 times annually.

The Columbus Noc supports a diverse set of hardware, operating systems, Dbs and architecture – they include NT, SUN, HP, Juniper, Cisco, Windows2000, LINUX, RedHat, Solaris, UNIX, BSDI, SQL, Sybase, Oracle, ALC Site monitoring application and 36-bit mainframes.

Current list of tools utilized include Astea and Remedy ticketing system for problem tracking and resolution. Monitoring and trend analysis - Netcool, Watchdog, What’s Up Gold, Scout, ORB, SiteScope, Gomez, NetIQ and Argus/Toga.

The America Online web environment is ad driven revenue so downtime is of a critical nature and must be kept to a minimum. It’s a high pressure, fast paced constantly evolving environment that leaves no room for errors and the Columbus Noc has been recognized as the gold standard in NOC support throughout the field. We operate on very tight policy requirements, meeting a monthly goal of resolving 90% of issues in the NOC, without engaging Tier 3 support, which again takes a tremendous amount of coordination with business partners, vendors, customers and subsystem dependent departments at AOL.

CompuServe, Columbus, Ohio

SENIOR SYSTEM ADMINISTRATOR 1998 – 2000

Provided all aspects of technical support for various products and consulted in relation to new project implementation.

OPERATIONS SUPERVISOR 1990 – 1998

Performed all aspects of data center management. Responsible for daily operations and management of a staff of 90 located in 3 Data Centers - Columbus, Dublin and Hilliard Ohio.

TEAM COORDINATOR/OPERATIONS SHIFT SUPERVISOR 1987 – 1990

COMPUTER OPERATOR II 1984 - 1987

EDUCATION

Columbus Paraprofessional Institute, Columbus, Ohio

Certificate of Programming

PROFESSIONAL DEVELOPMENT AND TRAINING

Sarbanes Oxley

Standards of Business Conduct

Managing Diversity

Recognizing and Dealing with Workplace Violence

Compensation

Star Targeted Interviewing

Employee Review Process

Managing challenging Conversations

Numerous Career Development design groups

Fundamentals and Advanced Concepts of Web Services

Business Continuity & Disaster planning

Dale Carnegie

HP Unix

HP Openview & ITO

Linux Redhat

Linux for UNIX Professionals I & II

Intro to Oracle DB9 and 10

Argus

ITIL

Sybase fundamentals

Level 4 network rotor tool

Web Camp

Rummler Brache methodology

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