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Skills

  • Technical analysis
  • Cross-functional team leadership
  • Incident trend analysis
  • Organization
  • Advanced troubleshooting skills
  • MS Office
  • Supervision
  • System upgrades
  • Communications
  • Event Correlation and Log Analysis

Work Experiences

  • Championed continuous system monitoring using Adobe Creative Suite.
  • Improved system security and performance with proactive changes like metric and framework.
  • Achieved a 23% reduction in alert fatigue.
  • Oversaw the delivery of standard project by category team, which resulted in method.
  • Looked for industry trends on social media and through online sources.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Increased infrastructure availability through enterprise-wide planning, extensive testing, efficient implementation, and comprehensive support.
  • Collaborated with developers to design scalable network solutions, reducing the need for emergency patches by 51%.
  • Compiled post-mortem reports for 6 major incidents.
  • Achieved 53% customer satisfaction improvement year-over-year.

Summaries

  • Collaborated with cross-functional teams.
  • Achieved 67% uptime.
  • Collaborative team leader with 5 years of experience as a NOC Supervisor.
  • Costs were consistently reduced while profits were increased.
  • Customer-focused NOC Supervisor with a strong background in driving satisfaction improvements by 41% through focused technical training and support coordination efforts. Known for reducing incident volume with targeted proactive solutions.
  • Adept at troubleshooting network issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Consistently exceeded SLA targets.
  • Achieved 100% SLA compliance over the past year.
  • Boosted service-level agreement adherence by 33% over two years.

Accomplishments

  • Reviewed and reported on NOC operational metrics, achieving a 20% reduction in escalated incidents over the past year.
  • Facilitated quarterly team reviews to evaluate performance against SLAs, achieving an average compliance rate of 52%.
  • Led a cross-functional team of 14 specialists to implement QuickBooks, enabling 58% faster issue resolution.
  • Collaborated with security teams to implement a robust patch management process, reducing system vulnerabilities by 72%.
  • Developed automated service reporting, cutting manual reporting time by 68% while improving accuracy and consistency.
  • Executed disaster recovery simulations and coordinated response strategies, cutting recovery time by 52% during real incidents.
  • Supported the achievement of industry certifications such as ITIL, securing the network's compliance with evolving cybersecurity standards.
  • Handled dynamic workload distribution across the team during high-profile incidents, ensuring compliance with SLAs and reducing average incident closure times.
  • Partnered closely with system to optimize performance of Power BI, leading to a 16% faster response to critical service alerts.
  • Introduced a performance improvement plan for underperforming team members, achieving a 56% increase in their KPI scores.

Affiliations

  • ISACA - Cybersecurity Nexus (CSX) Members Group
  • Networking Protocols and Network Management Association (NPNMA)
  • Cisco Certified Internetwork Expert (CCIE) Study Community
  • National Association of Social Workers
  • Masters of Incident Escalation and NOC Response Specialists Group
  • International Telecommunications Union (ITU) - Network Services
  • International Association of Network Engineers (IANE)
  • Data Center and Network Infrastructure Professional Exchange
  • Project Management Institute
  • American Medical Informatics Association

Certifications

  • Certified NOC Technician (CNT)
  • ITIL Practitioner Certification
  • Cisco Certified Network Professional (CCNP)
  • CompTIA Cloud+ Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Juniper Networks Certified Associate (JNCIA)
  • Certified Ethical Hacker (CEH)
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)

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