Experience

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  Mcorp / mtech

  Jun 1984 - Dec 1986

  Production supervisor

  Over-site for a team of system operators running batch processing job for demand deposit accounts, saving, Lending and Mortgage account processing. Monitor Online Bank Mgmt Information System (BMIS) Perform level one triage for job failures or system Issues and engage on-call application or system support when necessary.

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  Policy managment systems

  Dec 1986 - Oct 1997

  Operations manager

  ● Responsible for Data Center large systems hardware provisioning and negotiate maintenance contracts for IBM mainframe CPU's, peripherals and raised floor environmental systems AC's, PDU's Battery backup, UPS and Chilled Water systems. ● Responsible for computer operations, print operations, data control, report distribution and shipping .

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  Alliance data retail services

  Jan 1997 - Jan 2006

  Service delivery manager

  Managed all aspects of day-to-day operations, infrastructure, and service desk for major systems co-located in Dallas, TX and Columbus, Ohio. Supported MVS mainframe, AS / 400, Tandem, and multiple UNIX, Windows platforms and Datacenter environmental systems. Managed production support team responsible for batch processing, mainframe computer operations, network operations, UNIX and Windows operations supporting multiple call centers across the US and India. Single point of contact for high customer impact issues. Implemented and rolled out multiple operational services.ITIL V2 certified and implemented incident management processes in operations command center. Assumed dedicated role of incident manager in support of troubled service acquisition from IBM. Implemented Open Systems Operation support of company acquisitions with applications running UNIX and Windows. Integrated network operations support into ADS operations command center.Ensure operational readiness when onboarding new clients and service acquisitions. Show less

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  Self employed

  Jan 2006 - Jan 2008

  Field service technician

  Implement, and troubleshoot internet/Wan, wireless networking, and VoiP services. Provided excellent customer service with no customer complaints.

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  Compucom

  Jan 2008 - Jan 2010

  Operations manager

  Operations Manager Managed operations for start-up product offering Infrastructure as a Service (IAAS). Led start-up of service desk and eventually migrated it to the CompuCom service desk organization. Managed remote operations and ITIL service for growing client base, including 24x7 monitoring of network and server infrastructure. Performed high-impact incident management and led service operations status meetings for IAAS Clients. Performed problem management to determine root cause of high impact incidents and coordinated implementation of permanent resolutions.  Managed operations for start-up product offering of Infrastructure as a Service (IAAS). Ensure operational readiness when onboarding new clients and service acquisitions. Service-Now ticket system  Incident Management and root cause analysis Problem Management to track major incident root causes Change Management Show less

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  Bank of america

  Jan 2008 - Jan 2008

  Production support analyst (contract matrix resources)

  Monitored card services system for batch processing failures. Approved and executed emergency changes with Endevor. Executed restart and recovery procedures as documented in CA / 7-11. Engaged support personnel and system support, as needed. Escalate priority issues to all levels of management. Participated in Sev-1 bridge calls with other support personnel and management. Opened, documented, and assigned incident tickets in service center. Recognized as integral part of major migration to new credit card system. Performed operational redlines testing on Disaster recovery systems. Mentored less experienced employees on use of tools and process of production support. Show less

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  Heartland payment systems

  Jan 2010 - Jan 2015

  Noc manager

  Function as IT operations manager. Manage team of IT professionals with primary function of monitoring and ensuring successful flow of credit and debit transactions on multiple transaction applications and platforms. Monitor and action IT network and server infrastructure alerts in highly secure financial and credit card environments. Monitor production batch job flows and action job failures. Monitor and ensure successful delivery of monetary funding and ACH files. Perform incident management of all high impact incidents. Maintain and implement processes and procedures. Lead daily service operation status meetings. Coordinate disaster recovery testing; failing critical applications from Allen, Texas to disaster recovery environment located Sunnyvale, California. Migrated outsourced mainframe production support to in-house operations support on new open system tools and applications. Ensure operational readiness when onboarding new clients and service acquisitions. Show less

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  Compucom

  Apr 2015 - now

  Incident manager