Jeffrey O'Hara

Experience

• 

  Putnam Investments

  Apr 2000 - Jul 2024

  Manage team supporting production stability through Workload Automation, Enterprise Monitoring, Agile project management, ServiceNow ITSM/ITOM for Incident, Change, Configuration Management, and Escalation Management for both daily operations and application management. Developed cutting-edge solutions to enhance problem resolution by enriching and tagging alerts, automating ticket generation, assignment, and escalation to reduce MTTR and SLA compliance. Supported corporate cloud initiatives to replatforming business critical applications to AWS providing enhanced resilience through HA/FT. Worked cross functional team project to consolidate suite of legacy ITOM/ITSM applications to ServiceNow maintaining inventory and form standards while leveraging new features and functionality. Key stakeholder supporting Disaster Recovery and Smoke Testing managing failover for 1/3 of all Digital Technology Infrastructure applications. Analyzed production applications to verify compliance with appropriate Tier Level RTO/RPO Service Levels. Provided architectural change recommendations to enhance fault tolerance and high availability. I participated in hundreds of annual Disaster Recovery Tests for 15+ years. Engaged cross-functional teams including operations, vendors, application managers, and external customers for execution and signoff. Engaged teams to resolve technical issues encountered during testing. Designed Cloud-based applications using EC2s to include ALBs and EBS Volumes across multiple AZ’s and Regions to provide both HA and FT.Mentor team members to help them work independently and grow professionally. This enables them to manage projects from initiation to completion with minimal supervision, present change controls at CAB meetings, lead cross-functional project meetings related to their applications, and handle vendor support tickets and escalations. Weekly meetings are held with the team to review progress on milestones and deliverables. Show less Led a team of Windows System Administrators responsible for the primary data center, supervising the installation, configuration, and ongoing operational support for 1,200 Windows bare metal servers to guarantee peak system performance and reliability.Managed hardware vendor relationships to discuss product roadmaps and SLA compliance for technical support contractsManaged the rapid expansion of data center infrastructure for parent company data center relocation.Provided Tier 3 level operational support as Senior System Administrator for Windows servers.Managed Data Center Operations: - Forecasted data center expansion requirements - Purchased and coordinated installation of server racks, power whips and patch panels - Installed, Reconfigured, and Decommissioned 100’s of IBM and Compaq bare metal servers - Trained and mentored team members for compliance with installation and quality standards Show less Managed Desktop Support services for a corporate satellite office accommodating more than 2,000 staff members. The team handled various support tasks such as hardware maintenance for laptops and desktops, troubleshooting thick client applications, configuring and reinstalling software as needed, resolving local and remote connectivity problems, deploying new systems, and reimaging existing ones.Promoted team collaboration and knowledge sharing to expedite problem resolution, increase SLA compliance, and increase customer satisfaction.Directly supported C-Level executives ensuring uptime for critical applications through proactive maintenance and rapid troubleshooting.Served as the primary escalation point for junior technicians, improving team efficiency through mentorship and advanced troubleshooting techniques. Show less

  • Enterprise Systems Management - Manager/Team Lead

    Jan 2006 - Jul 2024

  • Server Operations - Team Lead

    Jan 2001 - Jan 2006

  • Desktop Support - Team Lead

    Apr 2000 - Jan 2001