Something about me

Data Center Operations Manager
February 2023 - January 2024 (1 year)
Operationally responsible for one of VMware’s largest data centers, overseeing day to day operations while developing long term development strategies. Manage people with varying skill sets, mentoring them, and providing insightful performance feedback. Additionally, sponsoring projects, managing work queues and proposing technical solutions as issues arise. Prepare for and respond to large scale events when they occur and provide root cause analysis for prevention in the future. Recommend, document, and oversee policies and procedures to meet industry best practices that assist in exceeding required service level agreements (SLA). Provide weekly and quarterly reports to the senior data center management.

Data Center Operations Supervisor
September 2019 - February 2023 (3 years 6 months)
I executed all aspects of data center operations, including maintaining and repairing critical IT/R&D equipment to ensure maximum uptime of supported services. I supervised the local data center operations team and ensured timely execution of tasks such as remote hands, customer installations, and service requests. I planned, organized, and coordinated ongoing data center deployments and modifications to meet current and future demands. As manager for the technical staff that supported the majority of break/fix incidents from various business units, I drove global support for local site ticket resolution.
I scheduled on-site and on-call staff to support day-to-day operations and coverage and was responsible for documenting and controlling inventory accuracy and configuration information for deployed solutions. Collaborating with various teams, I provided a consistent high-level of customer service and delivered weekly ticket management reports that included SLA results and aging tickets. Participating in incident response, I resolved escalated service issues and researched and developed process improvements to enhance the customer support/experience. Working with other teams, I reduced deployment schedules and assured deployment details were accurate while continuously reviewing power distribution and scheduling/completing modifications for power balancing at the systems level.

Data Center Operations Manager
August 2017 - September 2019 (2 years 2 months)
I managed and mentored a team of diverse professionals, devising strategies to efficiently resolve our customers' technical issues while fostering their professional growth. Performance managed individuals on the team, ensuring they met or exceeded expectations within their roles. I recommended, documented, and oversaw policies and procedures that met industry best practices, enabling us to surpass required service level agreements (SLAs). Providing weekly and quarterly reports to senior data center management, I shared insights into key performance indicators affecting the health of our data center fleet. In my role as overall manager for servers and networks within the building, I ensured compliance with security and safety policies and procedures. During large-scale events (outages), I served as the call leader for multiple technical teams, guiding us through successful recovery efforts.

Data Center Tech Lead
November 2016 - August 2017 (10 months)
Leading a team of technicians, I provide guidance in implementing and optimizing data center operation processes. I train new personnel on current techniques and offer ongoing training for experienced staff as new technologies emerge. Driving continuous improvement within our team, I champion the development and implementation of innovative policies and procedures that maximize efficiency and productivity. Installing and maintaining physical data-center infrastructure, I perform tasks such as server administration, repair, and hardware troubleshooting within a Linux environment, ensuring optimal performance and scalability for our clients.

Data Center Technician II
July 2015 - November 2016 (1 year 5 months)
Utilizing diagnostic tools, I expertly identify and address data center hardware issues, ensuring minimal downtime for critical systems. Working under minimal supervision, I juggle multiple priorities through the ticketing system and collaborate closely with both internal and external teams to resolve complex customer issues. Providing operational support to data centers in the Oregon area, I'm responsible for day-to-day incident management of servers and networking equipment, as well as managing project work and capacity management. Participating in on-call rotation, I provide after-hours support when needed, ensuring uninterrupted services for Amazon Web Services clients. Committed to continuous improvement, I create or update standard operating procedures and knowledge articles to streamline workflows and ensure efficient ticket resolution.

Information Systems Manager / Network Specialist
August 2014 - July 2015 (1 year)
• Configured and managed multi-vendor information processing equipment in required operating configurations to ensure mission support.
• Maintained and performed troubleshooting over 500 classified and unclassified computer systems across multiple networks, ensuring optimal performance and security. Managed over $500,000 in COMSEC and automation equipment, implementing cost-effective solutions to enhance network security and efficiency.
• Collaborated with cross-functional teams to develop and implement custom firewalls and applications that could withstand advanced cyberattacks, safeguarding critical logistical and data systems for the Army.
• Led training sessions to help team members learn to effectively use networks and software tools to streamline workflows and improve productivity.
• Built strong relationships with team members, fostering a collaborative and inclusive team environment that encouraged open communication and the sharing of best practices and knowledge. Organized and facilitated team building activities, promoting unity, trust, and effective collaboration among team members.
• Participated in Army initiatives, such as professional development programs and community engagement events, strengthening the overall morale and cohesion of the organization

Network / Junior System Admin
August 2013 - July 2014 (1 year)
• Supervised and mentored a team of 5 IT specialists on triaging and troubleshooting Tier 2 and Tier 3 level issues and responsibilities.
• Interfaced with organization customers to resolve IT related issues on a daily basis to maintain a low amount of unsolved trouble tickets.
• Management and organization of the of the company’s shared drive servers to ensure high availability and proper access to customers.
• Participated in the development of information systems and infrastructure projects that increased the organization's network availability, security, and routing to reliably maintain informational assets uptime of 99.98%.

Tier II Network Technician
July 2007 - July 2008 (1 year 1 month)
• Led a team of network technicians, configuring and optimizing hardware and software solutions for over 500 employees within our organization, ensuring seamless user experiences and improved productivity.
• Collaborated closely with cross-functional teams to implement IT solutions that effectively addressed customer needs while maintaining a high level of network uptime (99.98%).
• Performed troubleshooting and resolved complex switch and connectivity issues, leading the team in identifying root causes and implementing effective solutions to minimize disruptions and ensure uninterrupted access to critical systems for the organization.
• Demonstrated strong security expertise by supervising and managing $500,000 worth of highly sensitive equipment, implementing robust security protocols, and achieving an impressive record of zero loss or breaches over a one-year period.
• Mentored and coached junior team members, sharing knowledge, best practices, and providing guidance to develop their skills and contribute to the overall success of our team and the organization.

• Cisco
  Cisco Certified Network Associate (CCNA)
  Credential ID CSCO12778052
  Issued Mar 2015 · Expired Mar 2018
• CompTIA
  Security+
  Credential ID COMP001020781991
  Issued Nov 2014 · Expired Nov 2017