•   Analysis of Technical Support Documentation Requirements for Core Systems. Including review of all
    Support Documentation: Knowledge Base Articles, Support Procedures, System, Business, and Data
    Architecture, Life Cycle, and Flow Diagrams, Associated Reference Materials (Data Dictionaries, Standardized
    Taxonomy), Applications and Tools, and Training Materials. Based on actual usage view statistics and UI
    feedback, made determination if information was up to date (based on last access, modification, and SME
    certification) or should be revised or archived as legacy, and if it met current Regulatory Requirements.
•   The Project Team created a standardized Twiki support template that was widely adopted firm wide
    incorporating ITIL and FFIEC concepts and taxonomy.
•   Developed customized documentation solutions with individual Development and Application Support
    Groups and worked with them on content conversion across a wide variety of documentation platforms
    including HTML, Twiki, SharePoint, Word, Excel, PDF, Power Point, Visio, JPG, GIF, PNG, and Camtasia.
    Wrote User Guides, Quick Reference Cards, and User Training Materials. Organized daily or weekly status
    meetings with the client groups to review progress. Created and conducted presentations for new groups
    interested in adopting the new standardized documentation format.

•   Primary for overseeing the group's Twiki website organization and content. Primary contributor for
    technical and procedural writing integrated with scripting and automated operator logic diagramming.
•   Developed support procedures and wrote all web based run books for the Server Operations off hour
    support initiative when it was first taken over from the System Administration groups.
•   As a Senior Support Analyst, reviewed and evaluated new support areas and functions for the group, then
    wrote the new first level supprt procedures and worked with the client groups to certify, and establish SLAs.
    Examples: Taking over first level monitoring and support for SAN, LDAP, and SMTP.
•   Performed hands on first line monitoring, technical support, and team management for 2900+ Unix Servers
    and 10000+ Linux Servers (Americas and Asia) for the Server Operations Group. Monitoring for Neuberger
    Berman Trade Processing. Monitoring and escalation for Autosys Batch Processing. First level contact and
    support for Client and Application Support, Incident and Crisis Management. Prepared daily shift reports for
    handover to offshore support.
•   Prepared, Organized and Conducted weekly Change Control Meetings for the Operations, Linux and Unix
    System Administration Groups, as well as for Emergency and Scheduled Maintenance Work such as Power
    Downs and DR Testing.
•   Served as the liaison between the Server Operations Group and the Unix and Linux System Administration
    Groups. Responsibilities included: preparing monthly status reports, performance metrics, procedural review,
    Change Management review and scheduling, application and tool development.
•   Primary for RealOps (Automated Operator/Workflow) process logic. (Technical advisor)
•   Hardware Support. Preparation of system files and dumps for Sun fault analysis. All phases of Linux
    hardware support (Windows platform).
•   Project Work, including: Created online hardware architecture reference tables, Designed automated
    web form for client notification and outage tracking, Designed dynamic monitoring prioritization tool,
    Worked with programmers to develop scripting for standard checks, Created Sentinel branch and
    cluster monitoring views. Developed training materials for the intern program.
•   Personnel Management: Interviewing, training, scheduling, projects, work flow, management, time sheet
    approval and bi-annual employee performance reviews.

•   RealOps Application work flow process designs are now handling 30% of all fault monitoring events.
•   Metrics captures developed for Service Reviews (performance) and for reporting from the client
    notification server and hardware outage web forms have proven valuable as an instant and archived
    source of information for multiple use planning, tracking and evaluation.
•   Event analysis for recurrent, redundant, non-essential, bugs, required patching and updates improved
    monitoring efficiency by 90%, reduced associated labor and the database overhead significantly.
•   Task automation and tool centralization yielded and expanded standardization of procedure and
    greatly increased efficiency, QA, and metrics capture. The greatest measure of success was the
    adoption of these tools by other groups and locations.
•   In coordination with the Engineering Group, structured and wrote all web based run books for Server
    Operations first level monitoring and support of the LDAP Application.

•   Unix Platform - Primarily worked with telemetry research and testing. 3-D wireframe modeling.

•   Unix Platform - All phases of printed circuit design - from schematic capture to layout, routing, heat
    sink, NC control, component list, and documentation drawings for electronic military avionic design.