JP Morgan ChaseTechnology Operations Manager
Mar. 2009 - Nov. 2010Mobility Operations Manager for Americas region. Directly responsible for the server infrastructure that hosts 20,000 BlackBerry users in the Americas as well as 8,500 users in Europe and Asia. Focus was on stability and optimization of the BES (BlackBerry Enterprise Server) plant through capacity planning, server resource allocation, monitoring, and best practices. Oversaw and executed enterprise changes globally that included BES version upgrades, mobile application white listing, IT Policy updates, and BES SQL database modifications. Introduced consistency across BES server versions and configurations while the infrastructure was still mainly on BES for Lotus Notes and continued this practice as we made the move to BES for Exchange. Moved the Americas BES SQL database to dedicated BES SQL instances in the strategic Primary and DR data centers and implemented fault tolerance through database mirroring and scheduled backups. Transitioned BES server support from a regional to a global model through consolidation of regional support queues and moving server/escalation support from out-of-hours to a global 24/5 continuous operations (follow-the-sun) model using warm-handoff between regional staff, with the intention of extending this to 24/7 to improve quality of life for operations staff. Additional activities included optimization of the monitoring/user administration platform and piloting the automated BES disaster recovery solution. Worked closely with field operations and support management, database management, and wireless messaging engineering teams. Global lead for the BES server security audit. Prepared for the transition from BES 4.1.6 to BES 5.0.x. Led Americas Operations team through solid communications with management of other teams as well as my directs and instilling a sense of urgency and focus on service quality.