Robert Cross

Experience

• 

  United Airlines

  Sept 1991 - now

  Responsible for the direct supervision of the Unisys Coverage (L2 7X24) and Storage Management teams supporting the operation and reliability of the Unisys mainframe and Dell/EMC storage arrays. Work directly with various Systems, Application Support, and NOC teams to ensure mainframe functionality to provide our worldwide customer base with the tools needed to run a safe and reliable airline. Provide system recovery support and detailed problem review analysis when warranted. Responsible for career development for the twelve member Unisys Coverage and Storage Management support staff.Selected Achievements- Successfully led the Unisys Coverage team through several integration efforts while maintaining system stability surpassing our published OLA’s. - 2016 Q3 United 100 award winner for organizing a significant system upgrade Show less Responsible for the operation and supervision of the United Airlines Digital Technology Command Center, ensuring the operating environment meets the committed service levels for the company’s global business needs. Provide management leadership to multiple teams to coordinate system recoveries from a mainframe, distributed and network planned and unplanned outages. Represents Change Management in analyzing and approving off-shift system change requests, in addition to overseeing and providing direction to the Escalation Management, Mainframe Operations, Production and Customer Support Center groups. Accountable for the creation, implementation, and adherence to Command Center processes to minimize customer disservice when problems surface.As the highest-ranking Digital Technology representative during off-hours and weekends, I act as the primary point of contact to provide accurate and timely system information to our worldwide customer base and Senior Directors.Responsible for the direct supervision and career development of 6 management and 1 non-management data center personnel, including the hiring of Command Center personnel. Provide staff guidance in establishing operational objectives and the creation of training plans to ensure technical expertise.Selected Achievements• In a four-month period successfully merged two-second level support groups realizing 1M in cost savings.• Implemented Six Sigma principles to reduce hardcopy print that has saved in excess of 250K in paper costs alone since 2008. Show less Responsible for monitoring and controlling the operation of all IBM/Hitachi (z/OS) and Unisys (OS2200) data center mainframe computer systems. Provided first and second level support for any system abnormality. Responsible for contacting the appropriate support groups to maintain system integrity and minimize customer disservice. Also responsible for monitoring various worldwide UNIX based distributed systems via HP Openview. Provided guidance and direction to two Console Operators and six Computer Production Operators.Additional duties included acting as a liaison between Computer Operations and System Engineering to review and pass along any procedure changes to all system console personnel. Worked closely with Procedures and Training to write and document procedure changes and provided follow-up on any questions or concerns. Selected Achievements• Selected above co-workers to perform the backup Command Center Shift Manager role in their absence. Show less

  • Sr. Manager - Mainframe Engineering and Support

    Jan 2020 - now

  • Manager Digital Technology

    Oct 2011 - Dec 2019

  • Digital Technology Command Center Shift Manager

    Mar 2003 - Nov 2011

  • Senior Console Operator

    Sept 1991 - Mar 2003