ElzaJohnresume
- 1. John Elza 2918 Peninsula Carrollton, Tx Phone: 214-213-4152 Johnelza.mail@gmail.com OPERATIONS Experience Summary Innovation / Technical Development / Strategic Planning Change Management: ITIL Foundation certified. Wrote Policy, Process and Procedures for Securus Technologies, MetroPCS and T-Mobile. Chaired CAB meetings for each organization. Implementation: Network implementations, retro-fits. Interdepartmental Remedy trouble ticket integration's. Asset management, order process interfaces. Knowledge base and trouble ticket system integration's. Network Maintenance: Change Management, retro fits, preventative maintenance and upgrades performed through maintenance windows Relocation's: Involved with Data Center relocation's, Network Operations Center, Computer Manufacturing, Testing and Shipping/Receiving departments planning and execution. Metrics: Executive business trend reporting, Service Level Agreements, high level management overviews, Mean Time Between Failures, problem management. Budgetary compliance: Adhered to budget projections including growth and improvement planning. Employee Development: Progressive training programs, cross training on various disciplines. SOP, knowledge base building. Human Resource: Recruiting, compensation and incentive programs, Performance Improvement Programs, harassment policies and training, unemployment hearings, workers compensation, and termination procedures. ________________________________________________________________________________ ___ Skills: ITIL Foundation, Business Objects analysis, industry standards and process improvement. Highly innovative, strong people and leadership skills. Proficient trouble resolution. Competent in industry technology, Administration of Microsoft platforms, Cisco VoIP phones, Unity voicemail and Witness call recording platforms, Active Directory. __________________________________________________________________________ _ __ ______ CAREER OVERVIEW / EXPERIENCE T-Mobile, Inc Change Control Metro PCS, Inc Change Control, Root Cause Analysis, FCC Reporting Stream Global, Inc. Manager Global NOC, Help Desk Securus Technologies, Inc. Manager - NOC, Capacity Planning, Help Desk National Telemanagement, Inc. Operations Manager PageMart Wireless, Inc. - Network Operations Manager Thorn Americas, Inc. Store Manager, Operations Manager, Supervisor, Sales, Collections GrayLine Worldwide Network administration, Inventory Control International Telecharge, Inc. Force Administration, Jr. Business Analyst 20 Years Operations
- 2. February 2010 September 2015 MetroPCS / T-Mobile USA, Inc. Plano / Frisco, Tx CHANGE CONTROL, ROOT CAUSE ANALYSIS, FCC REPORTING Averaged 500 RFCs (Request For Change) daily. Focusing on potential scheduling conflicts. Chaired CAB (Change Advisory Board) meetings for MetroPCS and T-Mobile Network Operations Daily Change Management Calls. Developed comprehensive metrics for Change Management covering all markets and national teams. Root Cause Analysis for all operational issues including all metrics. FCC reporting and metrics for all outages requiring FCC filing. Wrote the policy, process and procedures for all three areas of responsibility for MetroPCS. Responsible for creating and implementing T-Mobile reporting using Business Objects and advanced Excel. Business Objects Ad-Hoc analysis. ITIL v3 Foundation certified September 2008 June 2009 (off shored) Stream Global Richardson, Texas MANAGER/ GLOBAL NETWORK OPERATION CENTER, HELP DESK Managed a 24X7 NOC responsible for all core business platforms for 33 locations in various countries and multiple data centers. Help Desk supporting 17,000 employees. Moves Adds Changes, Active Directory scripting, network access, application support, remote desktop troubleshooting. Outage management, escalations and customer notification, Service Level Agreements and Root Cause Analysis. Senior business systems escalation point. Implemented real-time Collaboration Turnover log. Web Knowledge Base and SOP writer, technician trainer. Chaired daily Global CAB (Change Advisory Board) meetings. October 2002 to September 2008 Securus Technologies Irving, Texas MANAGER/NETWORK OPERATIONS, CAPACITY PLANNING, HELPDESK Chaired Daily CAB (Change Advisory Board) meetings. Wrote the policy, process and procedures as well as administered the Change Control platform. Responsible for all core business platforms two Network Operations Centers and two help desks. Senior business systems escalation point. Knowledge Base and SOP writing, technician trainer. Executive level business metric reporting, RCA, KPI and SLA documentation. Built various real time business volume alarm thresholds for the Network Operations Center. Admin corporate VoIP platform - Cisco Call Manager and Unity voice mail. Admin Witness call recording platform for 100 chair tech support group and 30 chair customer service team. Implementation process development, training and oversight of install technicians for remote VoIP solutions. Implementation of Capacity Planning team to research and provide opportunities for all aspects of capacity from Data Centers through Networks.
- 3. October 1999 to September 2002 National Telemanagement Corporation Dallas, Texas MANAGER/NETWORK OPERATIONS - (Network Operations Control Center/Asset Management/Manufacturing/Shipping and Receiving) Managed a 24x7 Network Operations Control Center responsible for several mission critical production networks accountable to varying Service Level Agreements over a wide area network. Developed all policies, process and procedures for critical escalations and notifications. Procedure development for NOCC, Asset Management, Shipping/Receiving, and Manufacturing. Evaluate and implement required change on existing Network Monitoring, Ticketing software, policies, procedures and workflows to create maximum trouble resolution efficiency. Streamlined NT systems manufacturing processes from 2.5 hours to 30 minutes. Designed and developed a web based troubleshooting knowledge base to assist NOCC and Customer Service staff. Created new Remedy Trouble Ticket system to include knowledge base access from within the Trouble Ticket. Redesigned the Remedy Customer Service Ticket system flow for efficient escalation between Customer Service and NOCC. March 1996 to October 1999 PageMart Wireless, Inc. Dallas, Texas MANAGER/NETWORK OPERATIONS CONTROL CENTER Managed a 24x7 NOCC in a mission critical production network to ensure aggressive network management of PageMarts entire Nationwide NPCS network as well as provided technical support for our market technicians. Field build-out - Assisted Network Operations coordination of the Network build-out from a C-net Pocsag paging protocol to C-2000 Flex, including performing transmitter site upgrades and personnel required for hardware/software replacement and configuration. Worked with engineering and upper management to plan traffic realignment then performed after business hour network traffic realignment and testing with the field personnel remotely through RAS dialup. Duplicated upgrade responsibilities of the previous years hardware and software build-out from a C-2000 Flex paging protocol to C-2010 Reflex. Rebuilt staffing levels from a wide range of talent sets to help offset the limited Reflex network knowledge and positive attrition losses from approximately 12 technicians to 30. Worked with Senior Management to develop and implement a career path and compensation plan to increase NOCC tenure versus accepting NOCC churn as a status quo. Worked with the PCS development department to complete alarming of our PageMart designed paging terminal. Audited all alarming systems and rewrote rule sets and qualifiers for escalation on every piece of equipment in the NPCS network that is capable of alarming. Created a quality assurance program through a remote monitoring system to identify training course corrections as well as ensuring the technicians go through constant and progressive network training courses. Worked on disaster recovery plan comprised of four separate catastrophic failure scenarios which would require redirection of all or some of PageMart TNPP and WMtp traffic from the current up-link facility in Atlanta to a backup up-link facility and separate vendor.
- 4. Wrote and oversaw all NOCC Standard Operating Procedures. Performed network upgrades and maintenance during 23:00 to 7:00 remotely through RAS dialup. Network malfunction detection, problem isolation, event documentation, and system configuration administration. Prioritized, coordinated and directed hardware, software, and personnel for problem resolutions. Performed system upgrade projects for all aspects of the PageMart Nationwide NPCS network. Scheduled consistent and constant training of all personnel as required to integrate the two-way network and all system enhancements. May 1992 to March 1996 Thorn Americas, Inc. Mesquite, Texas (Dallas area Stores) STORE MANAGER Manage store to Standards of Operations. P&L responsibilities Sales, Leasing and Rent to own Maintain delivery Truck fleet Manage store and staff to achieve performance goals Supervise and train store employees to ensure customer service, staff development, financial and administrative goals are met. Collections Management, Sales Management Customer base development June 1991 to May 1992 Gray Line Worldwide Dallas, Texas CONSULTANT/SYSTEMS ADMINISTRATOR/INVENTORY CONTROL Provided consultation for all hardware, software and data model design as well as training users. Developed advertisements for the Communications department for use in magazines, newsletters and the Worldwide Services Directory. Ad-hoc data model development for the Accounting department. Asset Management, merchandise coordination, buying, selling, tracking and development of the Automated Inventory Control System. June 1989 to April 1991 International Telecharge, Inc. Dallas, Texas JUNIOR BUSINESS ANALYST Effectively evaluated and recommended direction with regard to analytical and budgetary assessments within customer support. Developed computer spreadsheet models used on business planning, trending, report writing and special projects. Create statistical presentations, graphs and charts used by the Board. Developed reporting mechanisms and extensive automations for various departments within the division. May 1987 June 1989 International Telecharge, Inc. Dallas, Texas
- 5. FORCE ADMINISTRATION COORDINATOR Measure and forecast employee staffing levels to meet call volume expectations. Developed Lotus staffing integration system to compare real time staff spread over 4 separate quads against volume predictions. Developed reporting mechanisms and extensive automations for various departments within the division. Linkedin Recommendations John has reported to me at Stream since September of 2008. From the moment he took over as Manager of our Global Network Operations Center he has had an extremely positive impact. Johns professionalism and people management skills are top notch. No matter the problem, John has worked tirelessly to find the best solution for all stakeholders involved. His communications skills are excellent and his ability to train his team to follow through with new processes in a very dynamic environment have been impressive. Johns analytical skills utilizing Excel are without parallel and he uses these talents to manage his team to clearly communicated metrics. I highly recommend John for any IT Management position he may seek. With John managing any aspect of your IT environment you will not be disappointed. March 31, 2009 Michael Sieve , Director of Global IT Operations , Stream Global Services, Inc. managed John at Stream International John Elza was instrumental in the support of my employees and customers nationwide. He always took the time to understand the issues and would recommend a solution that would save the company time and money while improving the service delivery. John developed and managed an implementation support solution that enabled us to successfully complete an installation for one of our largest customers on time and under budget. He is a team player who can always be counted on to execute and deliver with quality. April 2, 2009 Michael J. Boutin , Director Field Service Operations & Solution Engineering , Securus Technologies Inc managed John indirectly at Securus John's ability to develop team members along with a "common sense" approach to problem solving provide organizations with the ability to mold a focused, competent team with the ability to "get things done." John's sense of urgency and problem solving ability along with a "hands on" management style and grasp of technical data ensure that he and his team fully resolve escalations and ensure customer satisfaction. March 31, 2009 Patty Gluck-Schulz , NOCCST Mgr , PageMart/Weblink Wireless worked directly with John at PageMart John is great to work with, very positive and intelligent. John pays close attention to detail and finds creative ways to solve problems, keeping a close eye on the network with future enhancements and planning in mind. May 1, 2008 Adam Edwards , Product Manager , Securus Technologies worked with John at Securus John is hard working and detailed oriented Manager. John promotes team work. During the time I worked with John, all of our projects were completed on time, due to his hard work and good project management skills. April 4, 2009
- 6. Mack Khorrami , Manager-Network Engineering , Securus Technologies worked directly with John at Securus John has 'best-in-class' service and technology skills. John's passion for learning and expanding his skill-sets make him a valuable asset to any company. Very customer focused. April 5, 2009 Rick Moody , Manager Network Operations , Securus Technologies managed John at Securus
- 7. Mack Khorrami , Manager-Network Engineering , Securus Technologies worked directly with John at Securus John has 'best-in-class' service and technology skills. John's passion for learning and expanding his skill-sets make him a valuable asset to any company. Very customer focused. April 5, 2009 Rick Moody , Manager Network Operations , Securus Technologies managed John at Securus