MICHAEL D. PEREZ

529 Cardinal Lane 571.239.5188

Warrenton, VA 20186namaste.one@gmail.com  

Technical Manager

Top-performing Technical Manager with over 20 years of proven experience in the IT Services and Network Service Provider industries.  Managed 24x7 network operations, engineering teams, and subject matter experts. Consistent track record Project Manager, ensuring successful delivery of managed complex network and system integration projects, including various IT application deployments used as operational support systems.  Well-recognized history of expertise in leadership, personnel and cross-functional team management, and project management skills utilizing PMI methodology, as well as operations planning and product development process utilizing ITIL methodology.  Held DoD Secret Security Clearance from 2011-2012.

 

 

Areas of Expertise

 

 

§    Network and Systems Operations Management §    Project Management utilizing PMI Methodology §    Proficient in MS Project §    Networking Service Providers §    Technical Team Management §    Utilizing ITIL Methodology

§    Service Management: Maintaining positive Customer relationships under difficult circumstances and resolving customer escalations §    Data Center Technologies: Network, servers, Operating Systems, Virtual Server infrastructure, databases, SAN, System and DB Back-Up services

§    Managing Cross-Functional Teams §    Provided the leadership to successfully drive and Influence improved business and support processes §    Well experienced and effective team building personnel manager

 

 

Education & Certifications

 

Bachelor of Science in Electrical Engineering

University of MARYLAND | College Park, MD

 

ITIL v3 Foundation

 

Six Sigma Green Belt

 

Held DOD Secret Clearance from 2011 to 2012

 

Professional Experience

 

QTS DATA CENTERS March 2015 – Present

Technical Account Manager

§    Proactively manage and guide QTS’s Premier Enterprise as well as Government FISMA and FedRamp Compliant Government managed hosting and cloud service customers throughout the entire service lifecycle, to ensure success and high customer satisfaction and continued business growth

§    Develop trusting relationships with customers as well as with internal operations organizations, striving for win-win outcomes for service support challenges, setting achievable expectations with both the customer and internal support organizations, as well as delivering on customer commitments.

§    Track and drive resolution complex customer issues as well as champion internal support process and performance improvement

§    Help drive customer issues with Engineering and Operations support teams on a variety of managed cloud virtualization product platforms, such as VMware vSphere ESXi Host clusters with vCenter, Microsoft Hypervisor, Juniper Firewalls and Network Switches, F5 Load Balancers, Brocade Fiber Channel Switches, and EMC SAN products, as well as EMC Avamar and Veritas NetBackup solutions, Oracle, MS SQL, and MySQL managed data base services. Expertise using ScienceLogic EM7 as monitoring and ticketing platform, as well as utilizing ServiceNow Service Management

 

CISCO SYSTEMSNov 2012 – March 2015

Project Manager

§    Managed network and systems infrastructure deployment projects utilizing PMI methodology for Cable Service Provider customers as well as managed the delivery of on-going advanced engineering services

§    Oversaw project budgets, revenue, and resource utilization throughout the project lifecycles

§    Proficiently utilized MS Project, Primavera, and Oracle Projects Management applications

§    Partnered with Sales Account Teams to align project execution with account strategy

§    Projects included the following products: ONS Dense Wave Division Multiplexing (DWDM) 152000 Fiber Transport Rings, uBR1000 Broadband Cable routers, ASR 9000 Aggregation routers, Cisco Prime Network management and provisioning products.

 

AT&TJune 2007 – Nov 2012

Project/Service Manager, U.S. Dept. of Agriculture Program

§    Administered complex network and security services projects utilizing PMI methodology to design, test, and deploy, and turn up customers on a variety of products and technologies, including Cisco 7509 routers (including firewall and load balancing blades), Fortigate Firewalls, InfoBlox DNS appliances, Cisco IDS/IDP products.

§    Delivered complex network and security services into Microsoft data centers enabling their Cloud Services for the US Department of Agriculture

§    Service Transition: Partnered with the managers of the AT&T technical services support centers to ensure staff readiness by educating the support organization on the customer and level of services sold to the customer as well as ensuring operational support system (OSS) readiness with complete and accurate customer information populated. Aligned customer expectations with the processes of the various support organizations.

§    Service Assurance: Created end-to-end support process documentation for both standard and custom managed services. Partnered with multiple support organizations to ensure a seamless, end-to-end level of service for a large Federal program.

§    Managed customer support processes and process improvement across multiple AT&T Service Assurance organizations as well as with external AT&T service partners, ensuring support for Managed Services offering continues to develop and meets customer needs.

§    Service Outage Management: Single point of contact between the customer and all other AT&T support organizations during major service outages, establishing and maintaining resolution action plan, leading outage resolution conference calls, and documenting the post mortem reason for outage or root cause analysis.

 

UNISYS FEDERAL SYSYEMSJune 2006 – June 2007

Systems Operations Manager

§    Project Managed the deployment of a large scale, customized, IT service management support system (ScienceLogic EM7), managing over 1500 servers and a variety of customer applications.

§    Effectively managed three system administration teams in a fast - paced, diverse, multi - customer operational environments (Solaris , Linux , Windows , EMC SANs , Veritas backup systems)

§    Established a consistent, documented problem resolution process which ensured 7x24 coverage across all technology disciplines and programs

§    Managed implementation of additional network management systems, including HP Openview and EMC SMARTS

 

MERCHANT LINK, LLC Feb 2004 – June 2006

Director, Network and Systems Operations

§    Established processes for managing the inventory of all company projects, which including writing requirements for a work-flow driven application for initiating new projects and managing the lifecycle of existing projects

§    Established cross - departmental processes for launching new services and new major customers. Established and maintain all operational support processes  

§    Designed, implemented, and customized a service management system (ScienceLogic EM7), which mapped customers into the various network, system, and application components provide correlation between operation outages and the associate impacted services and customer base.

§    Successfully managed three operations teams: Network Engineering, UNIX System Administrators, and NOC Technicians, to deliver credit card transactions from restaurant merchants into bank processors

§    Chaired Change Control Board and maintained security compliance for stringent VISA / MasterCard Personal Credit Information (PCI) standards

 

TIME WARNER CABLESept 2001 – Sept 2002

Service Integration Manager

•Developed and integrated Broadband Business Services into Regional Cable Operations Subsidiaries

•Led the planning and implementation of national commercial customer support call center for all Time Warner Cable Divisions. Worked with Remedy developers to define requirements and was the main stakeholder through the development process.

•Established development processes to develop and deliver new broadband-based business services

•Developed and implemented centralized network operation support models for Broadband Business Services between the Regional Cable Operators and the Business Services product support organization

 

CISCO SYSTEMSApril 1999 – April 2001

Service and Support Manager

•Managed complex support projects to stabilize customer networks, driving operational improvements within Cisco and the customer

•Developed high touch support models & managed problem resolution process for Service Provider Customers, which better aligned Cisco with unique customer support requirements.

•Directed and coordinated Cisco support resources as well as ensured successful delivery of all support services. Was customer management escalation point for any issues with support or product implementation problems.

•Assisted customer operations management in reviewing Network Operations processes and procedures and  in developing or enhancing procedures when necessary

•Worked with Cisco customer support organizations and business units to better align their services with the needs of service provider customers

 

CABLE & WIRELESS, USAMarch 1998 – April 1999

Senior Manager, Network Engineering

•Managed the evaluation and testing of new network technology and applications for Frame Relay, ATM, IP, and Remote Access services.

•Established and managed project capital budgets for new product developments

•Developed synergistic working relationships with Operations and Product Marketing Teams

•Lead the effort to create interdepartmental processes for new service development and implementation.

•Established future data network architectures and managed large, state of the art network engineering lab

 

CONCERT COMMUNICATIONSNov 1996 – March 1998

Senior Manager, Frame Relay / ATM Service Development

•Responsible for managing the development and delivery of Concert’s global Frame Relay and ATM services, including network and support system software requirements analysis, design, development, and integration testing, as well as ensure operational readiness

•Forecasted and managed development budgets for Frame Relay and ATM services ($11Mil and $14Mil respectively).

•Managed complex global network support escalations (“Tier 4”) through to resolution

 

CABLE & WIRELSS, INCSept 1994 – Nov 1996

Manager, Advanced Systems Technology

•Managed network services research and development department

•Established state-of-the-art lab facility.

•Established and managed R&D project budgets, staffing, as well as managed ongoing staff workload balance.

•Performed hands-on testing and evaluation of new network technology products and managed vendor relationships