Manager Desktop Support
Resume:
SEAN P. BRINKS
Kinnelon, New Jersey 07405
adin3g@r.postjobfree.com
SUMMARY: IT systems leader who is an expert in building and leading cross platform teams to identify, address, and resolve high impact, high visibility problems impacting business customers. These incidents have involved: application and infrastructure performance testing, network design and utilization analysis, evaluate and update vendor hosted applications, building the operational models to support Cloud deployments, design and deploy the operational models to support managed services, ensure business unit DevOps deployments integrate with core infrastructure components, and ensure customer deployments meet business objectives while complying with technology and compliance requirements. To ensure solutions meet customers’ current and future needs, all solutions follow both PMP Project Management and ITIL Service Management frameworks.
EXPERTISE:
Incident Management
oLead service desk that manages all incidents impacting all of Prudential’s customer facing websites
oEstablish processes to effectively triage, manage, and resolve events accordingly
oLead daily standups to review open incidents, review trends, and report escalations
Problem Management/Root Cause Analysis (Apollo Root Cause Analysis Facilitator)
oLead teams in the analysis of incidents to identify trends and systemic problems
oLead cross functional teams to identify the root cause of incidents and outages
Identify the root cause and contributing factors
Identify and apply resolution steps
Establish agreement on Preventative Actions and who will apply them
Change Management
oEstablish processes to effectively evaluate and deploy changes into the production environment
oLeverage a tiered systems environment to ensure all updates are validated before deployment
oHost meetings to ensure all stakeholders are aware of scheduled changes.
Staff Management
oEstablished clear measurable and achievable goals for team
oBased on objectives, established development goals for team members
oSupported staff who were both onsite and offshore
Service Management (ITIL Foundation Certified)
oTranslate business objectives into business requirements
oBuild monitors and processes to track and enforce SLAs
Cloud Technology
oCertified Amazon AWS Cloud Practitioner
WORK EXPERIENCE:
PRUDENTIAL FINANCIAL COMPANY Newark, New Jersey, 1997 to present
Systems Manager, Customer Office Incident and Problem Management 2017 – Present
Systems Manager, Network Performance Monitoring/SWAT 2016 – 2017
Technical Liaison/On-boarding lead, Operation Control Center 2015-2016
Senior Specialist, Network Performance Monitoring/SWAT 2009-2015
Team Lead, Network Performance Monitoring/SWAT 2004-2009
Specialist, Network Performance Monitoring/SWAT (1999 –2004)
Team Supervisor Operation Control Center (1998 –1999)
Prudential Rollout Team Member (1997 –1998)
Systems Manager, Customer Office Incident and Problem Management 2017 – Present
Responsible for leading the servicedesk which manages all incidents and problems impacting Prudential’s customer facing applications.
Successful managed all Incidents and Problems related to Customer Office application and platform rollouts including both Legacy and Cloud systems.
oEstablish runbooks and processes to standardize the resolution of common incidents.
oHost Root Cause Analysis meetings to identify the cause of high impact incidents.
Publish RCA document including lessons learned and preventative actions
Established ServiceNow Customer Office platform to track Problems and Incidents.
oEstablished metrics to measure the team’s performance and set future goals.
oEstablished processes and assignee groups to expedite resolution and track teams’ performance.
oBegan discussions around Self Service and Automation to address incidents with known fixes.
Have developed the team capabilities beyond call routing and triage to application/system troubleshooting.
oDeveloped team into Subject Matter Experts regarding support of new applications.
oThe team uses multiple tools including Splunk, Dynatrace, and AWS CloudWatch.
oTeam leverages Splunk to build dashboards and report on system trends.
Established daily morning scrums to review open incidents and identify blockers.
oThrough discussions, identify trends and establish troubleshooting best practices.
Created feedback loop between staff and stakeholders to enable continuous improvement opportunities.
oThrough this forum, identify open issues and opportunities for improvement.
oThe discussions include both Legacy and Cloud systems open items are tracked via ServiceNow or Jira.
Converted Incident/Problem solutions into Agile User Stories to deploy fixes and prevent future reoccurrences.
oThese fixes require system enhancements or changes that are outside of standard break fix models.
Systems Manager, Network Performance Monitoring/SWAT 2016 – 2017
Empowered the organization to manage its on-site and off-site Cloud applications, by establishing monitors and processes to track key transactions. By creating these processes, Service Level Agreements were enforceable.
Introduced GBTS to Governance tools to manage and optimize Cloud deployments.
Advised the Office365 project team of best practices and lessons learned from previous application rollouts and introduced the team to key GBTS system owners. These discussions lead to improved deployment and incident tracking.
Technical Liaison/On-boarding lead, Operation Control Center 2015-2016
Lead the team which integrated the support processes for Prudential’s new Internet platform into the OCC. Through this effort the platform was launched seamlessly and without impact to Prudential’s stakeholders.
Represented both Prudential’s business and technical organizations to troubleshoot a vendor hosted leads platform. Based on the team’s research, the vendor allowed Prudential to run load tests against their systems. This testing led to the vendor upgrading their platform and systems at no cost to Prudential.
Bridged the business’ Agile project methods with the infrastructure team’s waterfall project methods.
Worked with application owners to define and document the application’s flow and critical components. From this effort, both business and technical teams had a common platform to collaborate with in the deployment of the application.
Senior Specialist, Network Performance Monitoring/SWAT 2009-2015
Partnered with business unit leadership, to ensure implemented resolutions met organization’s strategic imperatives.
Published “Best Practices” as part of an OCC continual service improvement project. This documentation is used by all OCC associates.
Introduced new tools and processes to troubleshoot HTTP/HTTPS applications. These processes were used to coordinate troubleshooting efforts between cross platform teams.
Analyzed and advised business partners on the status of their vendor hosted call-centers and methods to optimize them.
Team Lead, Network Performance Monitoring/SWAT 2004-2009
Assumed responsibilities as the key interface to Prudential’s Mortgage Capital Corporation’s CIO in order to identify, address and resolve the technical issues impacting the group. My actions strengthened the relationship between the Business Unit and Prudential’s Technical community; by resolving all outstanding issues of key concern to the CIO.
Directed cross-functional teams of technical subject matter experts to improve application performance realizing increased overall customer satisfaction and delivery of agreed upon objectives.
Through clearly defining and communicating the scope and impact of a problem, effectively influenced and motivated teams to implement agreed upon resolution.
Monitored and optimized applications to run in either an enterprise or a vendor hosted environment.
Specialist, Network Performance Monitoring/SWAT (1999 –2004)
Managed network performance by creating a weekly network report the tracked network resource utilization against agreed upon benchmarks.
Leveraged Availability Management processes to forecast and ensure system and network availability. Through this effort, businesses were able to avoid outages by coordinating how they used shared resources.
Assisted business units in establishing disaster recovery tests and fail over procedures
Team Supervisor Operation Control Center (1998 –1999)
Lead a staff of 6 direct reports including hiring, performance evaluations and training.
Managed 7x24 Server operation team that monitored 458 Microsoft NT 4.0 servers.
Developed a comprehensive training program for new IT employees in order to ensure their ability to manage and support all servers running Microsoft operating systems.
Established change and audit processes that ensured successful implementation rate of over 99%.
Designed and deployed monitoring and auditing processes to ensure the health of the remote systems.
Implemented a system of continual improvement to increase operational efficiencies.
Managed and coordinated the installation of imaging domains throughout the business organization.
Prudential Rollout Team Member (1997 –1998)
Participated in the deployment of information technology to multiple business groups, including supervision and coordination of outsourced vendors.
Coordinated and supervised the rollout of standardized network connectivity and Microsoft infrastructure to branch offices.
Demonstrated how the new technology could enable customer’s business processes.
Conducted training sessions for the users receiving the technology.
EDUCATION:
SETON HALL UNIVERSITY, South Orange, New Jersey
Stillman School of Business
Master of Business Administration, 2008
NEW JERSEY INSTITUTE OF TECHNOLOGY
Continuing Education Program,
Certificate in E-commerce, 2001
LOYOLA COLLEGE Baltimore, Maryland
Joseph A. Sellinger S.J., School of Business & Management
Bachelor’s in Business Administration, 1993
CERTIFICATIONS:
Project Management Professional (PMP) Member ID: 2501052
AWS Cloud Practitioner (CLF)
Information Technology Infrastructure Library (ITIL) Foundation
Apollo Root Cause Analysis Facilitator
Microsoft Certified Systems Engineer (MCSE)
Microsoft Certified Desktop Support Technician (MCDST)
ACTIVITIES:
Boy Scouts of America, Eagle Scout
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