Ron O'Neal

Experience

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  IBM Advantis

  Oct 1994 - May 1997

  Translations
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  WorldCom

  May 1997 - Nov 1997

  Translations
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  Motorola Solutions

  Nov 1997 - Mar 2017

  As Principal for the North and Latin American customer base, I led a 24-member technical incident recovery team, managing first-level end-user support and NOC duties, covering event, incident, and problem management, along with request fulfillment and identity and access management for networks. Key Accomplishments: • Achieved a 40% reduction in case cycle time decreasing MTTR through data driven incident analysis and effective problem management to increase efficiencies and deliver highly available networks.• Developed refined log filtering strategy to extract actionable events from system logs amidst data overflow, ensured focus on actionable events for efficient resolution and proactive maintenance. • Implemented customized network support plan, processes, communication plans and service level management for the LA RICS PSBN. Show less Managed teams supporting end user devices, network infrastructure, transport and application equipment including third party vendor escalation and relationship management.• Led engineers, developed proficiency in troubleshooting, and resolved highly critical broadband and cellular infrastructure problems, meeting Service Level Agreements, responding to calls on 24x7 basis, and achieving global network-outage resolution goals with 90% to 95% grade of service.• Developed internally leveraged configuration management database for launch of LTE end user devices, providing a service transition tools integration roadmap and capabilities for future automation. Show less Provided system fault analysis, system optimization, and resolution for customer issues on the 100 + Nortel MSCs and HLR nodes, running modified loads for iDEN Operations. Tasked with ensuring minimal adverse impact on business operation in line with contractual SLA, minimizing the impact to the customer’s network and services. • Delivered differentiated service for Motorola customers by interfacing with Motorola core engineering teams, Nortel/Ericsson vendor support, and the embedded Motorola Field Support teams. • Authored and reviewed technical documentation including Whitepapers, Methods of Procedure, Critical Alerts and General Bulletins for publication which led to a verified and repeatable delivery of service to my internal and external customers. Show less

  • Sr. Operations Manager

    Jan 2014 - Mar 2017

  • Technical Support Operations Manager

    Jan 2002 - Jan 2014

  • Technical Support Operations Engineer

    Jan 1999 - Jan 2002

  • Customer Service Desk

    Nov 1997 - Jan 1999
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  YASH Technologies

  Oct 2017 - Jun 2019

  Service Delivery Manager

  As Principal Delivery Manager, provided technical and process engineering guidance to customer Enterprise Operation Center (EOC) / Network Operations Center (NOC), Service Desk/Deskside Support, and Application Support teams for high-revenue accounts. Led and managed 37 offshore engineers and project managers supporting Enterprise Operations Center monitoring and database/middleware applications functions as an outsourced vendor.Key Accomplishments:• Spearheaded the adoption of ITIL best practices, resulting in optimized service delivery and measurable improvements.• Achieved a 30% reduction in support costs through innovative integration of job automation processes with Control M and task scheduling with Ansible, eliminating inefficiencies and enhancing cost-effectiveness. Show less

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  American Family Insurance (KForce Contractor)

  Nov 2019 - May 2020

  Problem Management Lead

  Formalized problem-solving strategies, driving root cause analysis for transformative improvement.Orchestrated comprehensive root cause analyses, pinpointing recurrent issues and collaborating with service owners to devise targeted strategies. Instrumental in enhancing environment reliability, performance, and customer satisfaction through insightful utilization of service management data.Key Accomplishments:• Documented comprehensive documentation strategy optimizing coordination between IT Service Operations and Problem Management, enhancing operational efficiency.• Strategically redefined the scope of problem management, ensuring alignment with organizational goals and delivering tangible value to American Family's environment. Show less

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  Centroid Systems

  May 2020 - Feb 2024

  Service Delivery Manager

  Delivered 24X7 Global Operations Support and Managed Service Solutions• Spearheaded ITSM global operations support initiatives, orchestrating seamless delivery of Oracle Cloud and On-Premises managed services across diverse enterprise engagements.• Cultivated enduring client relationships, positioning as a trusted advisor dedicated to advancing customer business objectives. Managed Identity and Access Management controls.• Strategized and executed SA/DBA/SQL/Middleware support services in alignment with Service Level Agreements, ensuring meticulous adherence to deliverables for Incident, Problem and Change Management processes. Show less

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  Seeking New Opportunities

  Feb 2024 - now

  Service Delivery Manager

  • Efficiently balance stakeholder expectations and costs to boost client satisfaction and profitability.• Revitalized underdeveloped operations, enhancing resolution and reducing repeated disruptions. • Utilize mature Problem Management to identify operational trends and drive Root Cause Analysis. • Effectively lead change initiatives, minimizing service disruptions and customer downtime. • Streamline antiquated ITSM Transition & ITOM Operations improved meantime / resolve disruption. Show less