Mike O'Brien

MIKE O'BRIEN

** ******** ****  Georgetown Ontario  L7G 2S4  (H) 905-***-****  (C) 416-***-**** ****.******@*********.**

IT / TELECOMMUNICATIONS PROFESSIONAL

 Extensive experience in a variety of both line and staff management positions involving leading edge

IT operations including Project management for NPI / NTI deployments.

 The ability to communicate complex technical and operational issues with customer impacts to upper levels of management in a simple, understandable manner.

 Action and results oriented with a strong work ethic always operating with integrity.

AREAS OF EXPERTISE

 Expertise in SS7 Signaling, Nortel DMS100/200 Switching systems, Call processing

 Extensive experience in Incident Management and process improvement.

 Experienced in IT Computer – Telephony integration managing Lan/Wan connectivity requirements

 Knowledgeable in VoIP services and signaling, UNIX, Cisco Routing

 Computer Skills: MSWord, Excel, Powerpoint, MSProject, Visio

CAREER HISTORY

BELL CANADA 1971 - 2008

Associate Director, Voice Network Services Assurance, 1997 - 2008

Directed a diverse team of Managers, Technicians and Service Desk Agents in a highly skilled environment across the CTI functions including design, integration, installation, surveillance and support of platforms and applications on a 7x24x365 basis. Played a major role in managing the delivery of New Product introduction, New Technology Introduction plus application upgrades and changes.

Accountable for Service Assurance / Incident Management on the following platforms:

 IVR - Multi Services Platform (310-Bell / ExpressVu/ Sympatico / Bell Mobility)

 SS7 Infrastructure Surveillance and Support. (SS7 signaling Links / STP)

 National 800 Toll-free and Intelligent Network (IN) Database Services

 SS7 / VoIP signaling Operational Support Systems (OSS)

 Platform security and access

 International Network Maintenance Centre (INMC) - Toll-free Help Desk

 Managed Project and Upgrade Deliverables – On Time (negotiated dates) within budget constraints with zero outages or customer impact. Translate business sponsor requirements into application/ system solutions managing cost and risk mitigation

 Organized cross functional team meetings to negotiate project timelines to meet stakeholders’ requirements for all lines of business and CRTC deliverables.

 Implemented rigorous regression testing procedures on all new project deployments including the production deployment and rollback procedures, reducing operating costs.

 Managed project funding ranging from $600-800K annually. Harmonized processes on a national basis to reduce re-work and duplication of effort, allowing the team to focus on high priority issues without additional costs.

 Achieved 99.999 % availability on all platforms to provide excellent customer service. Implemented service metrics for trend analysis and tracked platform performance for executive reporting. Initiated proactive routine procedures to identify and fix potential problem areas. Led a root cause analysis process to determine the cause of any outages or failures, then recommended actions with timelines to prevent repeat problems.

 Maximized the contributions of employees by ensuring adequate skill levels were in place. Developed guidelines for conducting a GAP analysis of technical knowledge used to create a training package for each individual’s requirements.

MAJOR PROJECTS:

 Multi Services Platform- MSP (310-Bell IVR/ExpressVu/Sympatico/Bell Mobility)

 Introduction of IVR Voice Recognition to 310-Bell applications

 Application changes, New Product Introduction, platform upgrades

 Maintain Secure access to the customer sensitive information on the platform

 Wireless Number Portability DB: allows wireless customers to keep their phone number when migrating to different wireless carriers

 SS7 Simplification Project (reducing the number of STP from 18 to 4)

 SS7 interoperability testing for various software / hardware upgrades

 Connection of new IXC / CLEC’s to the BCH network secured via Firewalls.

 Provided input to lifecycle plans and recommendations for vendor contract negotiations

 Managed the completion of the secure integration of Bell Mobility SS7 monitoring onto the Bell Canada Access7 Surveillance OSS for protocol analysis of HLR and Roaming troubles.

 Recommended design and architecture for the CA7S OSS upgrades and initiated production upgrades

 including the migration to the MPLS core to provide secure monitor points for VoIP call processing. Firewalls were incorporated to protect the call processing information across the Network.

 Introduced the CDR (Call Detail) OSS application for toll-free customers for access via the internet for ECDR, Fraud and MSP functionality

 Corporate customers would access their confidential external call information via the internet into a DMZ protected by Sunscreen firewalls. Each customer could only access their own data through DB segmentation, user names & passwords.

 Law Enforcement groups would setup with a totally separate access and firewalls.

Technical Support Manager, 1991 - 1997

Managed introduction of new products to the operations line forces and marketing. Resolved maintenance issues and problems through direct action or via interface with suppliers. Provided support and administration for new products.

 Managed the installation of the first phase for the CCS7 monitoring OSS for the Operations Line forces and Marketing

 Negotiated warranty packages with vendors

 Supported the Market trials and rollout of several new Network based features

MAJOR PROJECTS:

 Managed the installation of the first phase for the CCS7 monitoring an OSS for the operations line

forces

 Negotiated warranty packages with vendors

 Supported market trials and rollout of several new network based features

 Maintained customized reports for a toll free national customer

 Introduced web live voice into the network and setup surveillance and maintenance

 Managed ongoing voice mail box moves to meet traffic demands

 Completed Y2K upgrades for all applications

 Introduced ECDR for market trial both NT and Unix versions

 Setup field trial with NARPS (Security) for real-time fraud application

EDUCATION AND PROFESSIONAL DEVELOPMENT

SHERIDAN COLLEGE, Electronics Technician 1971

BELL CANADA:

Six Sigma Level 1 2008

Kepner Tregoe Project Management 1994

NORTEL, DMS 100/200 1990

TELECORDIA, CCS7 Signaling 1996

HEWLETT - PACKARD HP - UX System Administration 1998

CISCO, Cisco Routing 1997

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