Infrastructure Tech Specialist Resume Samples
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Infrastructure Tech Specialist Resume Samples
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IS
I Skiles
Isaac
Skiles
290 Billie Trail
New York
NY
+1 (555) 849 9911
290 Billie Trail
New York
NY
Phone
p
+1 (555) 849 9911
Experience
Experience
Philadelphia, PA
Infrastructure Tech Specialist
Philadelphia, PA
Durgan-Olson
Philadelphia, PA
Infrastructure Tech Specialist
- Work with key business and IT customers to create critical queries for diagnostic use
- Work closely with operational and architecture teams to track automation requests from development through to delivery and implementation
- Strong knowledge of project management and release management
- Work servers through installation/configuration workflow to meet Service Level Agreements (SLAs)
- Provide governance and leadership to the global community on the Asset Management policies and procedures
- Work with Citi strategic Suppliers to improve their handling and tracking of Citi owned assets
- Manage change management and event justification through multiple internal tracking and change control systems
Philadelphia, PA
Infrastructure Tech Specialist End User Voice & Contact Center
Philadelphia, PA
Ondricka LLC
Philadelphia, PA
Infrastructure Tech Specialist End User Voice & Contact Center
- Own standards relating to quality control and work with Service Delivery Manager(s) and clients to establish KPI’s
- Take on management oversight of strategic initiatives and programmes of work driven by the team. Assist with tasks relating to all aspects of Service Delivery
- Knowledge of Source code management, Work Item management, EB/ED and agile tool integration using tasktop
- Monitoring – Tivoli alerts, system and network-level performance monitoring/tuning, performance, backups, capacity planning
- Working with SMEs to provide next-generation AIX/pSeries server solutions for Citi
- Partner with technology support teams (CTI, DBA, Offshore development etc.) to assist in problem resolution
- Troubleshooting system performance, networking, and storage issues in a virtualized AIX environment
present
Houston, TX
Senior Messaging Backbone Infrastructure Tech Specialist
Houston, TX
Hermann, McLaughlin and Reynolds
present
Houston, TX
Senior Messaging Backbone Infrastructure Tech Specialist
present
- Teaching and training Level 2 staff
- Resolving escalations from Level 2 staff
- Resolve messaging issues in the production environment
- Responsible for level 3 day-to-day support in the SMTP backbone environment within Citi
- To actively contribute towards self-development by creating and following development plans based on development discussions with immediate manager
- Work with developers and ethical hack teams to close development and infrastructure findings for external and internal facing applications
- Troubleshoot application and database performance issues and provide performance tuning services
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Brigham Young University
Bachelor’s Degree in Computer Science
Skills
Skills
- Ability to learn and develop quickly
- Lead focused improvement projects designed to improve the overall data accuracy of the desktop assets; while also working to further the available information and the methodology for collecting the data
- Research, Evaluate and Implement emerging technologies (such as RFID), further the capabilities of the asset management program while reducing errors, automating data collection and reducing cost
- Ability to adapt to new methods and processes quickly. Overcome difficult scenarios and complex problems through the application of logic and programming/scripting skills
- Excellent telephone, oral communication skills, strong verbal and written English
- The ability to work through problems in a methodical approach whilst under pressure and have a proven track record for delivering clean, efficient and reusable code
- A sound history of building good relationships with Partners and Customers, with strong Customer focus
- A self-motivated individual with the ability to work with minimal supervision in a highly competitive environment
- Ability to represent the team and wider NAM Data Centre in key planning sessions with CATE (Citi Architecture & Technology Engineering) and Business representatives
- Demonstrate project management experience and detailed knowledge of products, risks, processes and client base
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1
Infrastructure Tech Specialist Resume Examples & Samples
- Ensures software standards are met
- Lead in the design and execution of system enhancements projects for the NICE recording platforms, ensuring the changes meet business and technical requirements while maintaining a reliable recording system
- Facilitate the use of new technologies and tools to improve the recording system trouble resolution process
- Ensure vendor hardware and software applications meet Citigroup standards
- Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle
- Applies knowledge of computer hardware and software to be programmed in business/mission applications
- Corrects program errors, prepares operating instructions, compiles documentation of program development, and analyzes system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls
- Work with development team supporting applications and systems which interface with the NICE Perform recording systems to resolve issues as well as implement improvements
- Bachelors/Masters (with experience) in electrical engineering, computer science, mathematics, physics, or other technology field focusing on speech technology
- Strong design-driven coding and scripting skills, e.g. Python
- Creative thinker and goal-oriented, practical problem solver
- Knowledge of multi-factor biometric solutions
- Extensive technical knowledge of the NICE Recording system
- Call Center Expertise - ACD, Avaya PBX, ASAI, GeoTel, SBC, Network IVR, and Voice and Data Networks
- Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently
- At least 3 years of system, network and/or application security experience
- At least 2 years of experience involvement with development team(s) that delivered
- Knowledge of network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
2
VP-infrastructure Tech Specialist Resume Examples & Samples
- Strong communication skills both verbally and written, experience interfacing with technicians, stakeholders and senior management
- Technical expertise on two or more of the following disciplines is required
- Open / Distributed Systems
- Network
- Web/Application/eBusiness
- Middleware services
- Specialized knowledge or broad technical understanding across complex technical infrastructure
- Familiarity with the following technologies
- MVS
- Unix/LINUX
- Windows, Citrix
- Cloud and Virtual technology
- Storage environments (Tape, SAN, NAS)
- Network solutions (LAN, WAN, 3rd party connections, dedicated circuits, load balancers and firewalls)
- Business application development and COTS
- Operational line management experience
- Previous program/project management, in a financial services or blue chip organization
- Expert organization skills, demonstrated sense of responsibility; results oriented
- Expert people and team management skills; relationship builder and team player
3
Infrastructure Tech Specialist Resume Examples & Samples
- Understand the impact and implications of issues and where necessary, apply knowledge and experience to in distinct situations which require "out of the box" thinking to resolve
- Work with development team, designers and architect in supporting applications and systems which interface with the Pindrop Fraud tool to implement a consistent and global Fraud Solution. Also, be able to understand the current Fraud detection systems within Citi LOBs like Falcon/DefenseEdge, SAS and Enterprise Fraud Detection (EFD) and provide solution to integrate with these detection systems
- Extensive technical knowledge of the NICE Perform Recording system
- Extensive technical knowledge of Pindrop fraud Solution tool, Case Manager a PLUS
- Proficient in SQL (Sequential Query Language)
- Call Center Expertise - ACD, Avaya PBX, ASAI, GeoTel, Network IVR, and Voice & Data Networks
- Strong technical support skills with a minimum of 8+years experience supporting, troubleshooting, and configuring voice systems
- Knowledge and proficiency with application software development, in particular related to API interfaces between applications and external systems such as recording and fraud systems
- Education: Advanced education in IT/Engineering and 5+ years technical / platform experience
- Strong analytical skills for analyzing application logs, trouble shooting, and software issues
- Demonstrates general knowledge and proficiency with Server Operating Systems and security software
- Demonstrates knowledge of compliance and audit standards
- Proficient in Microsoft Office applications (Word, Excel, Access, Powerpoint)
- Ability to quickly learn detailed specifics of the Citi recording system environment, including business requirements and system limitations
- Must be able to effectively communicate (written and oral) with all levels of the organization
4
Infrastructure Tech Specialist Resume Examples & Samples
- System and application process management e.g. automatic restart of a failed process
- Start / end of day system health checks
- Request fulfilment
- Change verification
- Application failover (to COB)
- Raise awareness and promote adoption; locate further automation opportunities through (ticket) analysis, stakeholder engagement etc
- Stakeholder management and progress reporting; run bi-weekly working group
- Drive RBA roadmap; track dependant deliverables and provide input / escalate as required
- Oversee automation workflow development and delivery to production
- Coordinate end-user communication through email, Collaborate etc
- Continuous service improvement (based on customer requirements)
- Metrics reporting on service performance
- Serve as point of contact in an emergency
- Working knowledge of automation tools and practices
- Good understanding of service management tools and ITIL processes
- Experience on infrastructure domains an added advantage
- Senior stakeholder management desirable
- PowerPoint presentation and analytical skills are a prerequisite
5
Avp-infrastructure Tech Specialist Resume Examples & Samples
- Must have extensive experience in managing Compliance AML systems Financial Services and must have a balance of business and technical knowledge in this area
- Must have experience in managing multiple concurrent initiatives and significant experience in the matrix management of resources across multiple groups
- Prior experience in the field of AML, Fraud, Registration or other major Compliance functions would be desirable, given that this prior knowledge would allow the prospective candidate to hit the ground running
- Recognized in having high caliber team skills
- Strong analytical skills and excellent at identifying root causes and executing corrective actions
- Must have prior proven experience in leading small teams and also proven experience of managing resources in remote locations
- Must have extensive experience developing SQL queries
- Must be confident and a quick learner. Organized, customer focused, result-oriented, adaptable, flexible and committed to integrity
- Familiar with project management methodologies, SDLC, Agile software development, Lean Six Sigma and data analysis
6
Infrastructure Tech Specialist Resume Examples & Samples
- Monitor pod queue(s) and assign tickets to SME’s
- Leading and Managing a team of L3 SME Tech resources supporting service delivery, including management of workload and priorities across the team
- Defining strategic and tactical solutions to ensure that APH are supporting their clients needs through an efficient end-to-end Operating Model
- Owning the standards, work-flows, documentation and process executed by L3 Tech SME support group
- Relationship management with partners who provide components of the E2E service technology stack
- Responsibility to ensure Incidents, Requests, Changes are delivered within agreed timeframes
- Overall responsibility for ensuring that controls are in place to satisfy compliance and regulatory obligations for L3 Tech SME’s
- Financial management relating to function area, ensuring budgeting, forecasting and controlling expenses within its entity to meet APH financial targets
- Engage with Operations line management to provide input into vendor review meetings
- Establishment and progression of individual objectives and development plans for L3 Tech SME’s
- Own standards relating to quality control and work with Service Delivery Manager(s) and clients to establish KPI’s
- Ongoing monitoring of Operational metrics to drive service improvements
- Performance monitoring and review of employees, including completion of semi-annual performance appraisals
- Ensure that resource, skills and knowledge within the team are managed effectively to ensure delivery against commitments
- Ensure the team meets all commitments regarding problem and incident management, Continuity of Business requirements and adherence to Citi policies on compliance and security
- Develop partnerships with Business customers across the region, managing expectations and escalations
- Liaise with L2 Operational leaders to resolve product issues and progress problem diagnosis and resolution
- Foster a service delivery ethic within the team and adherence to the Citi Operations and Technology Operating Principles
- Encourage a service delivery ethic within the team and adherence to the Citi Operations and Technology Operating principles
- Excellent people management skills (coaching, performance management, development, succession planning, etc)
- Excellent customer management skills
- An ability to pick up new technologies and concepts quickly
- Demonstrable influencing skills
- Standard MS Office tools
7
Infrastructure Tech Specialist Resume Examples & Samples
- Act as a Subject Matter Expert (SME) for both the Middleware Nastel and Distributed MQSeries products identified and the Middleware Environments, providing advice and expertise to the Development community, Project teams and other CTI support teams
- Provide strategic planning, architecture and deployment of key Nastel and Distributed MQSeries technologies across CTI NAM DC infrastructure and environments
- Take on management oversight of strategic initiatives and programmes of work driven by the team. Assist with tasks relating to all aspects of Service Delivery
- Contribute to both BAU support and the delivery of a range of critical Business and Technology driven projects through the installation, support, and management of Middleware Nastel and Distributed MQSeries products within the NAM Middleware environments
- Play a key role in the design of Middleware and Web Hosting technical solutions and Middleware environments
- Act as a Technical Architect Representative (TAR) for the Middleware Middleware Nastel and Distributed MQSeries products operational environments, participating in the creation of design specification and operational documentation
- Play a proactive role in process improvement within the team, along with maintaining good quality support documentation
- Ongoing evaluation and analysis of current supported Infrastructure to ensure optimum performance across the environments
- Review, support and ensure quality of Middleware or Middleware related change requests
- Delivery of assigned tasks within the scheduled time and to a high quality
- Provide support for management escalations, prioritizing the technical resolution within the team
- Contribute to all the team’s commitments regarding problem and incident management, controls and adherence to Citi policies on compliance and security
- Encourage a service delivery ethic within the team and adherence to the Citi Operations and Technology Operating Principles
- Nastel and Distributed MQSeries products
- Ability to lead tasks and strategic initiatives, co-ordinating staff or working alone
- Ability to represent the team and wider NAM Data Centre in key planning sessions with CATE (Citi Architecture & Technology Engineering) and Business representatives
- In-depth knowledge of Nastel and Distributed MQSeries products
- Strong understanding and demonstrable experience of supporting complex, high-availability services within a financial service environment is required
- Experience of working in a large Data Centre environment
- Familiarisation with customer service techniques and the principles of ITIL
8
Infrastructure Tech Specialist Resume Examples & Samples
- Architect enterprise storage solutions for new or existing processing environments and applications
- Define storage requirements based on technical and business project requirements
- Provide ongoing technical support of enterprise storage Tape & Disk subsystems
- Support the Hotline/On-Call problem management & support process
- Help to identify, develop and implement new or improved processes to streamline operations, increase quality and availability of services
- Evaluate new enterprise storage hardware and software, research ways and means of improving performance and monitoring, increase reliability, make recommendations to management and implement innovations as appropriate
- Produce & maintain clear technical documentation
- Develop plans supporting Life-Cycle-Management of storage resources
- Develop & Maintain Management, Chargeback, and Utilization Reporting
9
Infrastructure Tech Specialist Resume Examples & Samples
- Individual should possess a bachelor’s degree along with 5-7 years of job related experience
- Individual should possess knowledge of the project management framework (SDLC) as a contributor
- Individual should possess experience of vendor management
- Individual should possess strong analytical/reporting skills, and be able to take a pro-active approach to tackling problems within the end to end supply chain involved with service delivery within their technical domain
- Individual should have the ability to translate cross reference and aggregate build component requirements from multiple data sources (forecasts, request tickets, trend etc.)
- Individual should possess architectural experience and a strong knowledge of HP, IBM and other server types with an emphasis on OS and configuration/application-level troubleshooting
10
Infrastructure Tech Specialist Resume Examples & Samples
- Provides technical leadership and expertise to ensure efficient design, development and implementation
- Develops strategy and exercises control over budget management and planning which impacts the business analysis function; accountable for end results
- Applies in-depth understanding of concepts and procedures within business analysis and basic knowledge of other areas to resolve issues that have impact beyond own area
- Ensures essential procedures are followed and contributes to defining standards
- Demonstrates an in-depth understanding of how the function integrates within overall technology to achieve objectives; requires a good understanding of the industry
- Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
- Influences and negotiates with senior leaders (across functions); may communicate with external parties
- Minimum 5+ years’ experience. Mid to Senior level experience in a Business Analysis role
- Knowledge of the Contact Center and the systems that support it such as Call Recording, NIVR, NICM, CTI and Dialers
- Ability to think both short and long-term
- Excellent written and verbal communication skills. Must be able to effectively communicate with management and employees across business units
- Must be able to demonstrate strong leadership/motivation skills
11
Infrastructure Tech Specialist Resume Examples & Samples
- Knowledge of Avaya and Cisco PBX hardware up to and including Avaya CM 6.3 and Cisco CUCM 8.6 releases
- Knowledge of voice adjuncts; including Avaya AES, Cisco CUPS, Call Management System, Modular Messaging, Unified Messaging, and AcmePacket Session Border Controllers
- Experience with call center application and functionality including vector, VDN and DNIS routing design
- Understanding voice and contact center operations, testing and validation
- Trunking, including ISDN and SIP-based services
- TCP/IP, DHCP and networking experience
- Standard office automation products (Word, Excel, Powerpoint, etc.)
12
Infrastructure Tech Specialist Resume Examples & Samples
- ITIL Service management experience, Senior Management experience with direct line management and senior stakeholder management
- Delivery first attitude & Self starter are must have attributes
- Confident communicator at all levels. (Senior managers to technicians)
- Broad technical experience / interest (App/ Infra) is a must have
- Previous role in Financial Services sector mandatory – having an interest / capability to learn the sector is essential
- Knowledge of Service Management / Problem Management
- This role will be suitable for a person in a service management role within a globally distributed complex environment
- Able to produce high quality problem reports (identifying trends and stability initiatives)
13
Infrastructure Tech Specialist Resume Examples & Samples
- Ensure that effective Service Level offerings are in place and adhered to for all applications being introduced into the STE Production and CoB environments
- Drive an ongoing evaluation and analysis of the STE infrastructure to ensure optimum performance across the environments
- Define, drive and assist in the implementation of corporate standards and strategies across the region
- Work to reduce the manual effort required to support the STE environments, and increase availability by seeking to develop and encourage process improvement, documentation and automation
- Establishment and progression of individual goals and GQALTS Must Win Battles
14
Infrastructure Tech Specialist Resume Examples & Samples
- Server builds – OS installations including SAN allocation and file systems
- Administration – Hardware, OS, network, and scripting
- Software Installations – Package/patch installations, client software installation
- Monitoring – Tivoli alerts, system and network-level performance monitoring/tuning, performance, backups, capacity planning
- Project representation – Represent the team on assigned projects, planning and implementation
- Processes – Global standards, compliance, security, change management, asset management
- Server Migrations - Database, Application, Web server migrations between Datacenters
- 6 - 10 years relevant experience
- Bachelor's degree, potentially Master's
- Solaris 10 (5-7 years)
- Builds, package installs, performance tuning, root cause analysis, ldap/kdc config
- Solaris Control Ldom, Global & Local Zones management (5-7 years)
- Redhat – 5.x, 6.x (5-7 years)
15
Infrastructure Tech Specialist Resume Examples & Samples
- Meeting with line-of-business sector clients on projects and issues
- Providing timely time-to-market solutions for AIX/pSeries server installations globally in standardized configurations
- Excellent English-language written and spoken communication skills
- Excellent people-management skills
- Familiarity with enterprise virtual storage configurations including Fibre Channel SAN using EMC, Hitachi, and IBM storage arrays, EMC PowerPath software, and IBM’s Virtual SCSI and N_Port ID Virtualization technologies
- Familiarity with TCP/IP networking on Ethernet networks
- Familiarity with concepts of clustering technologies such as IBM PowerHA SystemMirror or Oracle RAC
16
Infrastructure Tech Specialist Resume Examples & Samples
- Microsoft Windows Server expertise. Version 2008 and 2012. Storage Area networks, Distributed systems hardware, HP and Dell server hardware
- Powershell scripting and SQL query language experience is a plus
- Linux experience a plus
17
Infrastructure Tech Specialist Resume Examples & Samples
- This oversight includes monitoring production systems
- Resolve issues in the production environment
- Assist with changes/fixes to ensure production environment is stable and no issues are experienced. This includes resolving trouble tickets, working with vendor, assisting users and external customers
- Resolving escalation from Level 2
- This position will attend meetings and reviews with operational partners to ensure appropriate diligence is taken for maintaining and supporting the SMTP environment within Citi
- Minimum of 5 to 7 years experience with supporting of a Messaging Operations support group in a large scale installation of users (100K+) in a financial institution or a comparable system
- Experience in environments with regulatory requirements requiring controls to demonstrate compliance is also necessary
- Experience in working with small teams responsible for the testing and implementation of solutions in UNIX SMTP environments is also required. This includes ensuring deployments adhere to industry best practices and internal corporate requirements
- Experience in the participation of formal change management and incident reporting is also necessary
- Experience in networking environment running Unix and Sendmail as well as Microsoft Windows server environments. Previous experience in financial industry also a plus
- Bachelor's degree or relevant experience required
18
Infrastructure Tech Specialist Resume Examples & Samples
- 3 – 5 yrs. Experience-
- Extensive experience developing in Microsoft .NET (ASP.NET/C#.NET/VB.NET)
- Experience with Microsoft SQL Server Administration
- Experience with Windows batch scripting
- Software development experience using Oracle and SQL Server
- Working experience with Microsoft Visual Studio
- Tools and Technologies - C#, Visual C++, VB.NET, Visual Basic, VB Script, HTML, DHTML, XML/XSL, SQL, COM, DCOM, ActiveX, DotNet Component Services, ASP.NET, ASP, AJAX, Web Services, .Net, IIs, Windows Enterprise Servers, MS SQL Server, MS SQL Server Agent, Stored Procedures, MS Access, MySQL, ADO.NET, ADO, ODBC, MS Visio Additional Beneficial Skills Knowledge of IBM Tivoli Monitoring 6.2.3/6.2.2 is a plus Knowledge of Netcool Omnibus, Impact and WebGUI is a plus Experience in Java programming and shell scripting in Perl, Bourne shell, Korn shell and BASH is a big plus Knowledge of open source monitoring tools is a plus Working knowledge of protocols including HTTP, LDAP, XML Basic knowledge of security (SSL, data encryption, GS Kit, system user accounts) Familiarity with MIS reporting tools such as SSRS, Crystal, Cognos or similar
- Excellent written and communication skills
- Proactively identify areas where more effective Enterprise Management principles and processes can be adopted
- Provide technical input to the Enterprise Management engineering roadmaps, working in partnership with Architecture and Infrastructure Operations teams
19
Infrastructure Tech Specialist Resume Examples & Samples
- Knowledge of routing protocols like BGP, OSPF, EIGRP and RIP (7-10 years)
- Hardware: Cisco 7500, 7200, 5000, 3600, 2600, 2800, Catalyst 6500, 5500, 5000, 4000, 3500, 2900, 3548 ,Nexus 7000, 5596, 5548, 5020, 5010, Arista 7150, 7280, 7508, Juniper MX960
- Other: HSRP, Multicast, Ethernet, Fast Ethernet, Gigabit Ethernet
20
Infrastructure Tech Specialist Resume Examples & Samples
- Five years of technology management experience in a fast pace, changing environment
- Knowledge of IBM OnDemand, CAView, WebView, Web Viewer, program management, Service Now, CitiMarket Place
- Ability to support global initiatives, multitask, risk and control
- Ability to manage global workflows across cross-functional teams
21
Infrastructure Tech Specialist End User Voice & Contact Center Resume Examples & Samples
- Provide technical guidance to colleagues and document new, as well as update existing, policies and/or procedures
- Designs, develops, documents, tests, and debugs software that contains logical and mathematical solutions to business/mission
- Performs certifications on recording technology add on products for multiple applications/solutions
- College Degree (with experience) in electrical engineering, computer science, mathematics, physics, or other technology field focusing on speech technology
- Expert knowledge of state-of-the-art research in speaker verification and identification
- Solid understanding of signal processing, pattern recognition, and statistics
- Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI)
- Knowledge of noise reduction, beamforming, echo cancellation is a plus
- Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue
- Strong and effective communication (written and oral) with all levels of the organization
- Commercial software or software-based services (development, QA testing, or security role)
22
Infrastructure Tech Specialist Resume Examples & Samples
- Demonstrated the ability to work across business areas to define products and services that are aligned with and delivered to the businesses needs
- Ability to drive product performance across all dimensions, including quality, service, support and cost
- Has contributed to the development of Product Roadmaps
- Experience of service management and measuring end-to-end service level improvements
- Excellent communication skills including the ability to communicate to internal clients at all levels through all available mediums (verbal, listening, writing, presenting)
- Demonstrate project management experience and detailed knowledge of products, risks, processes and client base
- A self-motivated individual with the ability to work with minimal supervision in a highly competitive environment
23
Infrastructure Tech Specialist Resume Examples & Samples
- Chairing a Product Virtual team including CATE and Customer Operations
- Delivering a Product Assessment to review current state and identify improvement opportunities end to end, including financials, incidents, requests, and five year strategy
- Drive programs to ensure staff have the appropriate desktop for their persona and campus locations use standard technology bundles
- Set traditional desktop and laptop rates on an annual basis by managing a total cost of ownership model in ITBM, and set standards for financial treatment of common desktop and laptop accessories
- Provide Product Management leadership for key product initiatives such as Windows 10, SCCM and Unassigned desktops
- Strong communication, presentation and influencing skills
- Experiencing leading virtual teams and working in a cross-functional environment with VP and SVP level peers
- Good understanding of business perspective on end user technologies
- Good analytical skills and ability to understand, summarize and take action from raw data (e.g. incidents and financials)
- Self-starting and ability to pursue own initiative
24
Senior Wintel System Infrastructure Tech Specialist Resume Examples & Samples
- A demonstrated work history of 7 years’ experience with Windows 2008 and 2012 OS
- A demonstrated work history of 10 years’ experience with HP and Dell hardware
- A demonstrated work history of 10 years’ experience with virtual servers management and migrations
- A demonstrated work history of 10 years’ experience with ePo, MacAfee, Active Directory
- A demonstrated work history of 10 years’ experience with TCP/IP and Networking
- A demonstrated work history of with strong analytical and troubleshooting skills
- A demonstrated work history of 10 years’ experience with SAN attached servers support
- Bachelor’s Degree or equivalent experience required
25
Infrastructure Tech Specialist Resume Examples & Samples
- Knowledge of Cisco's Telepresence Management Suite, Video Codec Endpoints and Cisco's Video Communications server a plus. Must be able to smoothly coordinate the efforts of multi-disciplined teams
- Must be able to effectively manage teams and activities in and from remote locations
- Experience with Audio Video appliances required
- Experience managing and directing the efforts of third party vendors during technology installations. Experience in processing vendor quotations and proposals
26
Infrastructure Tech Specialist Resume Examples & Samples
- Excellent video, voice and network experience across multiple technologies
- The technical ability to understand the potential challenges with the business request and the ability to work with a team to develop solutions/options
- Proven ability to develop solutions to solve business challenges; strong business perspective (key to frame the impact to our clients and how best to solution the impact)
- Successful track record of working with customers, channel & strategic partners
27
Infrastructure Tech Specialist Resume Examples & Samples
- Working closely with the Citi Technology Infrastructure and Business-side technical staff & managers, to provide technical planning assistance for Predictive Analytics and Dashboard creation and maintenance
- Provide support for and be an SME in CI Topology, Health and Key Performance Indicator configuration across all environments in Predictive Analytics through Java programming and Groovy scripting
- Provide support for Metric Connector configuration, maintenance and support. Indicators setup and tracking via programming languages
- Assist with the analysis of monitoring data to improve the accuracy of Predictive Analytical alerts, via Service Health Analyzer and CI Topology configurations to enhance the effectiveness of current groovy scripts
- Provide training and adoption to Citi Technology Infrastructure and Business-side technical staff & managers. Be an Interface SME and contact point for any customer issues
- A sound history of building good relationships with Partners and Customers, with strong Customer focus
- The ability to work through problems in a methodical approach whilst under pressure and have a proven track record for delivering clean, efficient and reusable code
- Proven track record of delivering technical improvements through Java programming and or scripting languages
- Ability to time manage and multi task
- Ability to adapt to new methods and processes quickly. Overcome difficult scenarios and complex problems through the application of logic and programming/scripting skills
- Utilize and or create tools and processes to support and automate tasks in the environment Experience Requirements
- 3 years Java programming and or scripting language experience that can be demonstrated in an interview required; 5 years or greater programming/scripting experience preferred
- Experience in Perl, Python, Jython, Shell scripting and VB/.NET a plus
28
Infrastructure Tech Specialist Resume Examples & Samples
- Highly technical with 5+ years experience distributed systems and infrastructure components/products
- Hands on experience managing service performance with proven improvement results
- Ability to interact frequently with senior technology and business leads
- English and Spanish languages preferred
- Knowledge of technology costs and experience in driving cost optimization
29
VP-infrastructure Tech Specialist Resume Examples & Samples
- Bachelor’s Degree or equivalent 5-7 years of work experience in desired fields (infrastructure technology)
- Cisco ICND and Category 6A certified and familiar with Tyco (TE) Category 6 and 6A cabling as well as Corning 50M fiber optic infrastructure
- 5 to 10 years of experience with layer one infrastructure, Avaya telephone systems, and Cisco networks
- 5+ years of experience in large corporations in support of telecommunications, and working with clients, peers & vendors
- Demonstrate high quality of interpersonal and communication skills
- The ability to properly communicate project status and escalate issues in a timely fashion
- Excellent problem solving abilities and innovative thinking as they pertain to telephony and networking
- Experience with Microsoft Access / Excel, Avaya MSA, and SSH Tectia terminal
- Possess strong documentation skillset to maintain voice, network and cable plant inventory
- Requirements also include a strong TCP/IP background, knowledge of high speed circuits (DSL, T1, OC3, etc), and knowledge of legacy telephony infrastructure
- Excellent assertive communication skills
- Must possess good customer relations skills
- Must possess good vendor facing skills
- Must possess the ability to work independently or as part of a team and be well organized
- Must possess the ability to manage multiple projects and multi-task effectively
- PC Skills: Microsoft office suite of products, Autocad, SSH Tectia Terminal, Telnet, Avaya MSA
- Internal Products: Service Now, Resolve IT, Aperture, Netinfo
30
Infrastructure Tech Specialist Resume Examples & Samples
- Work with Citi businesses to provide Session Border Controller and voice routing support to meet their current and future operational needs in accordance with Citi certification standards and procedures
- Encourage the adoption of new voice technologies to enhance Citi’s competitive edge
- Perform operational management and system upgrades as needed
- Providing lead engineering excellence and skills throughout all project phases of a given project while complying with CATE standard engineering practices and project management processes
- Participate in Architecture strategy activities when required
- Liaise and work with Citigroup’s strategic technology partners when required
- Fully complying with all security policies, engineering standards, project management and purchasing processes
- Proven track record in Session Border Controller support within an enterprise environment, preferred ACME Packet, Oracle, Covergence
- Knowledge of Cisco Gatekeeper programming
- Knowledge of various VOIP protocols to include SIP and H323
- Nice/Verint/Cybertech Voice Recording Solutions with Trading and Contact Centre deployments
- UNIX shell knowledge a plus
- Practical experience of solution deployments and support involving contact center solutions including Cisco CuCM, Cisco ICM, Avaya ACD and IVR, Aspect Dialers
- Good working knowledge of IP addressing and Access Control Lists
- Understanding of fire wall technologies
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Infrastructure Tech Specialist Resume Examples & Samples
- SME Troubleshooting problems and managing escalations provide solution for issues in timely manner
- SME technical expert to drive T2/T3 staff and vendors to resolve complex problems
- Technical leader for incidents, diagnosis and determining the most effective way of resolving problems
- Lead in testing new tools and developing operational requirements
- Forward thinking in audit and compliance efforts including risk review, business monitoring, documentation of policies and procedures
- Review and audit projects documentation for project delivery team
- Drive automation initiatives for the system maintenance activities
- Drive support groups to automate processes to increase group’s efficiency
- Support future process conversion projects into Global Voice Operations organization
- Validate builds for cost savings and driving optimization projects to meet cost objectives
- 10+ years Information Technology experience
- 1+ years experience in supporting Voice infrastructure Avaya Communications systems with focus on Contact Center and call routing
- Voice certifications – Avaya ACM/ASM/AES/CMS platforms
- CMS Custom report building and designer application support
- Support of Avaya System Platform
- Proven commercial support experience within a large corporate environment
- A solid telecommunication background with a thorough understanding of LAN/WAN/QOS technology is required
- Session Boarder controller knowledge and SIP standards (Oracle 4500/3700 a plus)
- Avaya Version 6.3 ACM, ASM, MM or AES a plus
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Infrastructure Tech Specialist Resume Examples & Samples
- Banking technology experience would be an advantage
- 10+ years of experience in any ETL techniques
- Hands on experience with IBM data stage and Ab Initio highly desirable
- Strong knowledge in RDBMS
- Must be able to analyze complex ETL jobs and provide guidance to application support teams
- Comfortable in creating scripts in Unix/Java/Windows
- Strong ETL development/administration capabilities
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Infrastructure Tech Specialist Resume Examples & Samples
- Be a technical SME and drive Citi Cloud IaaS, PaaS, Pivotal Cloud Foundry, AWS Public Cloud, GemFire, and WAS and Apache HA Implementations
- Actively develop solutions for ongoing implementation and support application and front-end environmental issues
- Follow established processes and improve process/procedures to meet new application needs in various areas – maintain standards, monitoring, patch management and developing automation tools
- Drive Cloud and WAS Platform along with High available implementation (cluster and load balancing), providing high level approach including the design and capacity planning
- Partner with Platform Engineering teams, Architects, and other teams in validating installation packages, installation guides, developing build specifications and performance tuning areas including leveraging CATE tools and technologies (CAS) to automate day to day job execution process
- Identify opportunities to optimize current solutions and perform technical analysis and/or provide “hands on” technical support, on an “as needed” basis, to troubleshoot problems related to poorly performing systems in production and other test environments
- Prepare weekly status reports with operation metrics, and implementing security policies
- Mentor onsite and offsite team members to support various applications across multiple countries
- Experience in Cloud, IaaS, AWS Public Cloud, Pivotal Cloud Foundry, GemFire and Chef based automation
- Ten years or more experience with WAS, Apache products, AWS, PCF, Chef and GemFire
- Experience with RLM, Jenkin based CI/CD automated build and deployment solutions
- Information Technology experience, ideally in Financial Services, with specialty in the area of Enterprise-scale Environment and implementing Web and App technology
- Expertise in Infrastructure technologies with hands-on experience in high availability cluster solutions using Redhat, Sun and Veritas with UNIX, LINUX Administration experience
- Delivery focused, hands-on, data driven, detail oriented approach with clear accountability for performance and execution is required
- Be detail oriented and deliverable focused
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Infrastructure Tech Specialist Resume Examples & Samples
- Drive complex deployments of Chef while working side by side with the customers to solve their unique problems across a variety of use cases
- Collaborate across the entire Citi organization to bring access to product and technical teams, drive and delivered innovation gathered from customer input
- Strong ability to document completely and accurately at all levels of solution development and implementation, following procedural steps, as directed, to assure compliance with Federal guidelines, policies, and laws, including those that drive Sarbanes Oxley regulations as well as OCC regulations and internal company policies
- Work with key business and IT customers to create critical queries for diagnostic use
- Maintain the operational health of the CI/CD environment
- Evangelize DevOps methodology to Technical, Business and Executive Management teams
- Create queries, reports and dashboards focused on environment comparison
- 6+ years extensive experience in architecting or deploying Chef, Puppet, Ansible or other Configuration Management tools
- Extensive experience in using Git, Mercurial, Darcs, Bazaar or other Distributed Versioning tools
- Knowledge of CI/CD tools to streamline complex workflows, track results, and iterate based on data
- 2+ years of Ruby, Perl, or Python coding background
- 3+ years working with data center or enterprise scale systems
- Broad industry knowledge of application delivery and management
- Understanding of cloud computing concepts is a must
- Outstanding verbal and written communication is a must
- Understanding of Network Firewalls, Load balancers, and complex network designs is a plus
- Solid Operational Knowledge of Linux and Windows operating systems. AIX is a plus
- Prior experience in the Financial Services industry is a plus
- Able to communicate effectively at all levels of an organization
- Ability to work in a fast paced, enterprise environment
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Infrastructure Tech Specialist Resume Examples & Samples
- 7+ years as System Administrator
- 7+ years experience in the following: Windows 2003/2008/2012, SQL2005/2008/2012, IIS6/7/8, Windows clustering, Citrix and VMWare, Knowledge of SAN and NAS Storage and related Products, Volume Manager, Symantec NetBackup, and Clustering(Veritas & SQL)
- 5+ years with Windows Powershell Scripting
- Strong understanding of Technology Infrastructure environments
- Products Experience with overall network architecture components
- Strong understanding of Platform level Controls and Compliance requirements
- MCSE Certification, VMWare certification a plus
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Infrastructure Tech Specialist Resume Examples & Samples
- 5+ years working as a full stack technology manager with a strong understanding of application development as well as cloud hosting best practices
- Proficient knowledge of current software development tools and methodologies
- Proven ability to create educational materials/presentations, and train teams on processes and best-practices
- Highly interpersonal, comfortable communicating technical language with the given audience and able to express complex concepts in plain language to reach broader audiences. Able to train and guide individuals/teams on new and existing processes in the cloud architecture
- Ability to drive the quality of the application onboarding process and distributing training materials to internal teams
- Excellent written and verbal communication skills including presentation writing and delivery. Strong interpersonal skills with the ability to be personable yet persistent
- Deep understanding of Linux and Windows environments and the optimal configuration of applications for those operating systems
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Infrastructure Tech Specialist Resume Examples & Samples
- Good balance of business and technical skills – customer centric
- Strong technical understanding of Infrastructure platforms and products
- Strong understanding of IT economics
- Strong Financial/Technology/Business Financial knowledge
- Working knowledge of Citigroup, the financial services industry and financial products
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Infrastructure Tech Specialist Resume Examples & Samples
- Act as DevOps team lead to manage end-to-end oversight of environment support and operations
- Be an Agile delivery expert with broad knowledge of Agile principles, user story concept, Citi Standard Agile and its lifecycle
- Knowledge of Source code management, Work Item management, EB/ED and agile tool integration using tasktop
- Establish Change management function for DevOps function to facilitate enhanced environment stability
- Establish incident management function to control the incidents and collect data on environment stability
- Strong knowledge of EB/ED , CI/CD concept, RLM and process implementation
- Knowledge of mainframe systems with Changeman, ERO releases, CICS and DB2
- Strong knowledge of project management and release management
- Drive Citi Cloud IaaS, PaaS, Pivotal Cloud Foundry, AWS Public Cloud, GemFire etc
- Knowledge of distributed tech stack for Front end, TIBCO, Database and BI
- Ability to manage the technical teams to drive together toward implementation and delivery
- Work for continuous improvement of established processes and improve process/procedures to meet new application needs in various areas – maintain standards, monitoring, patch management and developing automation tools
- Drive Cloud and distributed Platform along with High available implementation (cluster and load balancing), providing high level approach including the design and capacity planning
- Working with multiple application teams and application architects adapt global SOA and Middle-Tier standards, supporting scheduling, preparing weekly status reports with operation metrics, and implementing security policies
- Experience in setting up a team and establishing the process and maturing team to day to day level
- Experience in RTC, EB/ED, Jenkins, RLM, AWS, PCF, and other DevOps CI/CD tools
- Strong working knowledge of Agile process implementation
- 12-15 years of experience with 5 years’ experience in program management
- Experience in Implementing Jenkin based CI/CD automated build and deployment experience
- Information Technology experience, ideally in Financial Services, with specialty in the area of Enterprise-scale Environment and implementing deployment operations strategy for both distributed and mainframe systems
- Ability to drive the release management and run operations for DevOps environment with minimum downtime for upcoming releases
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Infrastructure Tech Specialist Resume Examples & Samples
- GRC metrics, used to gauge the teams adherence to various risk and control metrics
- Incident and MIM task aging, providing reporting and trending and review with the management team and ensure they are being addressed accordingly
- Uptime reporting, validate whether systems were restated based on the agreed maximum uptimes for production systems
- VTM Calendar process, track the onboarding of the applications / systems to utilize the green-zone maintenance calendar
- 5+ years experience with various distributed server technologies such as Network, Storage, operating systems
- 2+ years of application architecture
- 3+ years managing enterprise Infrastructures in a business critical environment
40
Infrastructure Tech Specialist Resume Examples & Samples
- Provide governance and leadership to the global community on the Asset Management policies and procedures
- Lead focused improvement projects designed to improve the overall data accuracy of the desktop assets; while also working to further the available information and the methodology for collecting the data
- Support the Asset Management toolset, ensuring availability
- Research, Evaluate and Implement emerging technologies (such as RFID), further the capabilities of the asset management program while reducing errors, automating data collection and reducing cost
- Review and Adjust Processes, Contribution to Policy Creation
- Work with Citi strategic Suppliers to improve their handling and tracking of Citi owned assets
41
Infrastructure Tech Specialist Resume Examples & Samples
- Maintain VMware vSphere architecture products including ESXi, vCenter, and vSphere Update Manager
- Interface with data centre site delivery teams to resolve dependent infrastructure issues, physical repair, cabling, storage and networking
- Manage change management and event justification through multiple internal tracking and change control systems
- Develop mutually beneficial working relationships with clients and peers
42
Microsoft System Center Configuration Manager Infrastructure Tech Specialist Resume Examples & Samples
- Participate in the delivery of projects and solutions to completion in a team environment while demonstrating a consultative personality, leadership mindset, and collaborative communication style
- Create customer branded solutions leveraging marketing assets that deliver a high quality experience for end customers
- Show an understanding of Information Security best practices
- Demonstrate excellent team and customer service skills
- Possess one or more advanced professional certifications related to chosen discipline (MCSE, MCITP, etc.)
- Possess a strong background in Enterprise-level architecture design and engineering of industry standard (best-of-breed) core infrastructure technologies
- Minimum 5 years’ experience with MS SCCM
- Active Directory design knowledge
- Knowledge of IT project plan development and rollout
- Industry expert level design and implementation skills, with the ability to train others
- Outstanding written and verbal communications
- Bachelor degree in computer science or other related equivalent work experience
- Proven problem solving skills with a proven track record of service delivery and able to work under pressure, managing multiple concurrent tasks under aggressive deadlines
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Infrastructure Tech Specialist Resume Examples & Samples
- Work with CTI stakeholders to identify potential automation opportunities; accurately capture (process) requirements and return on investment to aid development prioritisation
- Assist businesses to implement technology solutions in a cost-effective way by determining the requirements of a project or program, and communicating them clearly to stakeholders, facilitators and partners
- Mange the Software Development Life Cycle in support of automation opportunities requested by our business partners
- Improve the process governing the management of automation requests via Service Now
- Interact with multiple development streams across the firm globally
- Assist in the design and delivery of a dashboard to provide senior management and key stakeholders a view into the current and potential development pipeline and associated benefits
- Provide automation pipeline/delivery reports on a weekly/monthly basis; prepare metrics and reports used to gauge the efficiency and effectiveness of automation efforts within CTI
- Work closely with operational and architecture teams to track automation requests from development through to delivery and implementation
- Design and implement improved MIS analytics with clear definitions, key status indicators and multi-dimensional views
- Develop and facilitate training of new processes and technologies
- Prepare regular presentations for senior management detailing operational status of the automation program
- 5+ years’ experience in a Business Analysis role
- Citi Process and procedures, including document control preferred
- Citi tools such as ServiceNow, VEMS, Citi Marketplace, EERS, Global Directory, VDI etc
- Basic understanding of automation capabilities
- Basic understanding of networking, storage, Data Center, and operations standards
- Clear understanding of Agile development processes and Software Development Life Cycle (SDLC)
- Good understanding of Operational Platforms (Windows, RHEL, AIX, Solaris, Database, Middleware)
- 5+ years of experience with the following
- Familiarity with governing and analyzing data
- Ability to work across multiple global businesses
- PowerPoint skills a must
- Collaboration / SharePoint site management experience a plus
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Senior Messaging Backbone Infrastructure Tech Specialist Resume Examples & Samples
- Responsible for level 3 day-to-day support in the SMTP backbone environment within Citi
- Resolve messaging issues in the production environment
- Teaching and training Level 2 staff
- Resolving escalations from Level 2 staff
- Attend meetings and reviews with operational partners to ensure appropriate diligence is taken for maintaining and supporting the SMTP environment within Citi
- 7 years’ plus experience with supporting of a Messaging Operations support group in a large scale installation of users (100K+) in a financial institution or a comparable system
- Experience in working with small teams responsible for the testing and implementation of solutions in Windows, SQL, Active Directory environments, and Exchange is also required. This includes ensuring deployments adhere to industry best practices and internal corporate requirements
- Microsoft Identity Manager or FIM experience(Highly Desired)
- Microsoft Active Directory experience
- Microsoft Exchange/AD provisioning and management experience
- The candidate should also have previous project experience based on the ITIL model
- Experience in the participation of formal change management and incident reporting
- Experience in networking environment running Windows and SQL server environments
- Exposure to API, SSH Key Authentication, Security Groups/Network Firewalls
- Bachelor's degree or equivalent work experience required
45
VP-infrastructure Tech Specialist Resume Examples & Samples
- Providing governance and leadership within the SA community on the Asset Management policies and procedures
- Leading focused improvement projects designed to improve the overall data accuracy of the desktop assets; while also working to further the available information and the methodology for collecting the data
- Supporting the Asset Management toolset, ensuring availability
- Researching, Evaluating and Implementing emerging technologies (such as RFID), further the capabilities of the asset management program while reducing errors, automating data collection and reducing cost
- Review and Adjust Processes, Contribution to Policy Creation and Revision as Appropriate
- This role requires 6-10 years work experience with the 12 Key Process Areas which make up the IAITAM Asset Management program; with a concentration and certification as a certified hardware asset management professional (CHAMP). The successful candidate possesses this certification and has worked for a Certified IT Asset Manager in the financial services industry
46
Infrastructure Tech Specialist Resume Examples & Samples
- To mentor and provide training to junior members of the team and effectively and swiftly onboard them
- To foster teamwork and collaboration with team, so as to drive outstanding results
- To be able to work effectively with virtual and remote teams
- To actively contribute towards self-development by creating and following development plans based on development discussions with immediate manager
- 7+ years of experience in Client Service Management
- Exposure to technology industry
- Broad knowledge of other functional and technical areas
- Exhibit strong business acumen with ability to spot deviations from the norm
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Senior Senior Level Nice Voice Recording Infrastructure Tech Specialist Resume Examples & Samples
- Avaya, Cisco and/or NICE Professional certification (preferred)
- Must be familiar with Avaya integration and dependency on key components including AES/CTI
- Must be familiar with Cisco integration and dependency on key components
- Experience of working within an ITIL environment
- Basic data, networking and IP knowledge
- 7 years of experience with all the technology listed below
48
Infrastructure Tech Specialist Resume Examples & Samples
- Extensive experience in SQL,SSMS,SSIS, Visual Studio and SSAS (7+ years)
- Ability to write and maintain stored procedures and functions using T-SQL and SSMS
- Solid understanding of temporal database techniques
- Advanced written and oral communication capabilities, ability to influence and successfully interface with executive leadership
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Infrastructure Tech Specialist Resume Examples & Samples
- Capable of designing, deploying and supporting complex solutions
- Must be able effectively communicate with the senior management, customers and end-users
- A strong knowledge of Microsoft operating systems from Windows Server 2003 through Windows Server 2012 R2; Advanced Active Directory, Directory Services & System Center knowledge is a must
- Expert level knowledge of Exchange 2003/2007/2010 is a plus
- Demonstrated ability to engage in senior level technology decision maker discussions
- A passion for the customer which is demonstrated through professionalism and striving for excellence in all aspects of the customer experience
- Being multi-lingual is a plus
- Experience writing and using PowerShell scripts to a highly advanced level
- Focus on performance improvement and Orchestration using MS System Center suite
- Extensive years experience in multi-domain Active Directory Support, Architecture and Design working in an enterprise environment
- 7+ years’ experience with Windows Servers (2000, 2003, 2008 & Server 2012 R1+R2)
- A solid understanding of Windows networking environment
- A solid knowledge of LDAP, GPOs, Kerberos, TCP, DNS, Performance Monitoring Management of inter-domain and inter-forest trusts
- Management of AD Sites and Service and Subnets
- Experience administering System Center Operations Manager (SCOM 2007 and 2012R2)
- Experience working with SCOM Audit Collection (ACS)
- Understand SCOM workflow and configuration
- Understand fundamental SCOM MP configuration, tuning and configuration
- Experience with Microsoft System Center suite a plus
50
VP-infrastructure Tech Specialist Resume Examples & Samples
- Demonstrated competency in strategic thinking and leadership with extremely strong abilities in relationship management
- Ability to make well defined technical decisions pertaining to technical deployment strategy in meeting the business needs. This individual must be able to make decisions with conviction
- Solid project management skills, effectively arranging resources and managing multiple small to large scale projects in a cross-functional environment
51
Infrastructure Tech Specialist Resume Examples & Samples
- The candidate must be a team player and have excellent communications skills
- Degree in Computer related major or Equivalent
- Familiarity with risk and compliance
- Excellent communications skills - spoken & written
- Strong Analytical skills with methodical approach to problem solving
- Experience of working in a heavily controls-focused environment highly desirable
- Experienced in virtualization concept
52
Infrastructure Tech Specialist Resume Examples & Samples
- Responsible for on-boarding and integration of in-house developed or third party applications into common technology stacks and processes
- Extend common set of monitoring capabilities to application support teams
- Deploy firewall, proxy plug, LB, WideIP and SSL for all applications
- Work with developers and ethical hack teams to close development and infrastructure findings for external and internal facing applications
- Ensure technology assets, platforms are shared across organization to avoid duplication
- At least 5 years of focused experience in
53
Infrastructure Tech Specialist Resume Examples & Samples
- Establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur
- Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact
- Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
- Ensuring that all the appropriate IcM roles are being covered
- Document Work notes (Live feed communications) into ServiceNow tool every 15 minutes during live incidents
- Executive Write ups for Director levels to Summarize on Critical and High Priority Major Incidents
- Fulfill target times and Service Level of Agreement
- Master priority determination based on extracted information and impacts
- Sensitive to future impact and risk to customers/stakeholders to triage and determine severity
- Act as coordinator to have general oversight on regional Major Incident events
- Oversee L1 and L2 activities and master each of its tasks
- Managing and Conduct Major Incidents with High Priority
- Make sure that all core roles are covered when running critical issues
- Providing status of the situation anytime a senior request arise and be able to explain at technical and business level
- Provide and document input for Root Cause Analysis
- Be able to handle and deal with Executive calls
- Having executive representation whenever needed on Huddles and Staff sessions
- Managing Senior Escalation at any level and challenge handling
- Document and feedback Knowledge Base articles
- Statement Processing
- Letters of Credit
- Deductive Reasoning
- Command & Control presence
- Maintaining a professional demeanor and attitude while being assertive
- Ability to multi-task and make sound judgments in a fast-paced, high stress environment
- Manage support teams to address and resolve outages
- Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company
- Increase technology, business unit, and organizational knowledge year over year
- 7 + years running incidents / situations / crisis events in a large, complex enterprise environment
- 7-10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 7-10 years working in a process-driven environment
- 7-10 years of interacting with a demanding customer focused service delivery organization
- 7-10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
- Strong “Command & Control” presence
- 7-10 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- CISCO certifications a plus
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Infrastructure Tech Specialist Resume Examples & Samples
- Setup application architectures as per agreed specifications and timelines
- Build brand new hosting infrastructure and management tools around it
- Responsible for on-boarding and integration of in-house developed and third party applications into common technology stacks and processes hosted on Private bank portal
- Work with global teams to define, submit and then track infrastructure procurement requests
- Assist in authentication requirements and facilitate deployment of SSO, SAML, Kerberos, and MFA etc
- Define and implement application/database DR strategy and facilitate disaster recovery application testing
- Streamline and standardize application release processes and automation
