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Skills

  • Customer service
  • Team building
  • Event Management and Response
  • TCP/IP protocol
  • Automated Fault Detection Algorithms
  • Team management
  • Escalation procedure optimization
  • JBoss
  • Network security
  • Communications

Work Experiences

  • Was in charge of the organization's computer systems and intranet development and maintenance.
  • Collaborated with site reliability engineers (SREs).
  • Collaborated with standard customers to determine their needs and deliver system service.
  • Achieved prompt resolution.
  • Collaborated with the cybersecurity team to identify and resolve fault vulnerabilities, ensuring zero system penetrations in 16 consecutive months.
  • Analyzed fault management metrics.
  • Defined enterprise processes and best practices, as well as application-specific enterprise processes.
  • Achieved 56% SLA objectives.
  • Adhered to predefined timeframe agreements.
  • Achieved President's Club for operational excellence.

Summaries

  • Consistently reduced fault response times by 68%.
  • Achieved a 62% reduction in outage times.
  • Costs were consistently reduced while profits were increased.
  • Continuous Improvement expert.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved high SLA compliance.
  • Fault Management Engineer with 6 years of successful cross-functional collaboration and stakeholder engagement experience.
  • Achieved significant operational resilience improvements in the Boston region.
  • Achieved improvements in system downtime prevention.
  • Cut fault resolution time by 38% within 2022.

Accomplishments

  • Automated alarm filtering processes, leading to a 41% reduction of unnecessary alerts and improving first-response efficiency.
  • Collaborated with infrastructure team to enhance system reliability, leading to a 64% reduction in critical device failures.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Contributed to fault-handling best practices documentation, reducing the average onboarding time for new technical staff by 59%
  • Analyzed historical system fault data trends, driving adjustments that improved fault response time by 37%.
  • Documented and resolved system which led to process.
  • Standardized fault management protocols across multiple regional data centers, resulting in 53% consistency in response times.
  • Achieved a 19% decrease in MTTR through advanced fault notification system enhancements and team coordination.
  • Contributed to successful ITIL implementation by integrating effective fault monitoring protocols.
  • Led quarterly reviews on system performance related to fault management, driving targeted improvement efforts and reducing major incident frequency by 52%.

Affiliations

  • Institute of Electrical and Electronics Engineers (IEEE)
  • Certified Network Defender (CND) – Global Information Assurance Certification
  • Telecommunications Industry Association (TIA)
  • Association for Supply Chain Management (APICS)
  • Communications Workers of America (CWA) – Telecommunications Engineers Chapter
  • Jaycees
  • Toastmasters
  • Certified Software Quality Engineer (CSQE) – Network Fault Management Specialization
  • Operational Technology Cyber Security Alliance (OTCSA)
  • European Network of Transmission System Operators (ENTSO-E)

Certifications

  • First Aid/CPR Certified
  • Cisco Certified Network Professional (CCNP)
  • ITIL Foundation Certification in IT Service Management
  • Apple Certified Associate (ACA)
  • Certified Network Defense Architect (CNDA)
  • SolarWinds Certified Professional (SCP)
  • Certified Cloud Security Professional (CCSP)
  • CompTIA Security+
  • Microsoft Certified: Azure Solutions Architect Expert
  • Certified Telecommunications Network Specialist (CTNS)

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