Damian Farrier is a dynamic, versatile manager with 20+ years’ experience in all aspects of Information Technology...
DAMIAN FARRIER Woodstock, GA 30189 (678) 361-0712
[email protected] Dynamic, versatile manager with 20+ years’ experience in all aspects of Information Technology and proven track record of consistently leading teams to meet aggressive company goals. Exceptional operations and infrastructure management skills combined with proven ability in technical troubleshooting and customer service delivery. Outstanding strategist distinguished for major operating systems abilities and commercial and custom-built applications. Expert at implementing processes that improve efficiency and management of external and internal client networks. AREAS OF EXPERTISE SLA Targets ● Productivity Enhancements ● Network Management ● Project Management Resource Planning ● Vendor Management ● Change Implementation ● Quality Control ● Problem Determination & Resolution ● Customer LAN/WAN Specialist ● Hardware & Software Configurations ● Security Management ● Audit Compliance ● Cisco Router/Switch Configuration & Support PROFESSIONAL EXPERIENCE IBM GLOBAL SERVICES, Atlanta, GA 1997-Present Incident Manager, Atlanta, GA 2006-Present Provide cross-functional leadership during incidents to ensure rapid recovery and coordinate service restore activities across multiple competencies and service lines, by interfacing with all stakeholders. Identify trends and potential problems to prevent incidents from occurring and minimize the impact of unpreventable incidents. Engage in problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the individual customer’s environment. Liaison for executives, customers, and other stakeholders who require pro-active communications during problem or change management and other critical account issues. Utilized expertise to directly influence other company teams, resulting in a Mean Time to Repair (MTTR) for Severity 1’s reduction from four hours to two hours in 2014. Key Accomplishments: Provide quality verbal and written communications, resulting in increased customer satisfaction and recognition as a leader in Incident Management. Led several training efforts to increase personal and team capabilities, resulting in a decrease in weekly complaints from 25+ to fewer than five. Received positive feedback from end users and upper management impressed with the level of commitment and improved communication as the key contact to resolve Malware issues. Network Operation Manager, Atlanta, GA, Lexington, KY, and Poughkeepsie, NY 2004-2006 Managed three Data Centers, with a total of 63 direct reports supporting over 50 business accounts. Provided 24x7 LAN/WAN/Host System support for IBM Global Services internal and commercial customers within the Network Support Team. Met and exceeded Customer’s Service Level Agreements (SLAs) through effectively managing and scheduling resources to provide 24x7 support. Managed business controls and produced acceptable audit results by passing several audits throughout the year. Key Accomplishments: Saved $837K in labor costs from Data Centers by underrunning interlock and reducing staff, pagers, and cell phones. Improved delivery across business structures by teaming with peers and support groups to minimize customer’s SLA and repair time impact and maximize customer loyalty. Supplied 99% agreed network availability numbers for Equifax in 2005.
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Achieved complete customer satisfaction by working with Project Executives to plan future growth and ensuring customer needs and contractual obligations were met. Increased staff productivity 35% by conducting performance and development reviews, establishing achievable goals, and creating Performance Management Plans for poor performers.
Network Manager, Alpharetta, GA 2000-2004 Supervised and delivered 24x7 LAN/WAN/Host System support for Equifax/Choicepoint internal and commercial customers within the 32-person Network Support Team. Collaborated with the engagement and transition teams for successful conversion of new customer network services. Coordinated with other departments while keeping customers apprised of possible issues surrounding planned outages and maintenance work. Partnered with teams and management from Equifax/Choicepoint and IBM to ensure documentation, updated procedures, problem management and escalation processes followed. Key Accomplishments: Created a new department dedicated to managing the Equifax/Choicepoint customers IP network, allowing for cost savings through the reduction of four personnel. Maintained the scope of quality while reducing staff and lowering department costs in order to meet financial challenges. Sustained an average SLA of 99.998% network availability numbers for Equifax in 2004. Network Analyst/ Team Lead, Alpharetta, GA 1998-2000 Lead a team of 20 staff members who provided 24x7 monitoring, system support, and after hours help desk coverage for the Equifax/Choicepoint network. Developed System Availability and Inventory reports for IBM Transition Management team for the Georgia Data Center in order to meet contract deliverables for the Equifax account. Coordinated with Facilities and Change Management, infrastructure changes and maintenance, while keeping customers apprised of possible issues surrounding planned outages and maintenance work. Established regular communications to review root cause of incidents to ensure Operations Incident Reports were properly assigned and addressed by support person before final sign off. Key Accomplishments: Authored first level support documentation that aided teams’ productivity and service delivery. Created Online Uptime and Critical Network Outages reports used for identifying and eliminating root cause, and implementing effective customer satisfaction strategies. Project managed the Network Security Gap Closure, developing and implementing an enterprisewide access request, review, and revalidation process for all Equifax/Choicepoint network support.
Previous positions include Network Operations in Alpharetta, GA. EDUCATION
The George Washington University, Washington, DC, Master Certificate, Project Management, December 2002 University of South Florida, Tampa, FL, Bachelor of Administration, Information Systems Management, June 1995 PROFESSIONAL DEVELOPMENT
Certified Informations Systems Security Professional (CISSP), International Information Systems Security Certification Consortium (ISC)2, April 2014 Certified Project Management Professional, Project Management Institute (PMI), March 2012
