christopher rogers

* Highlight of Position – Was selected to become the Lead in a newly created Problem Manager position at QTS. Creating, Managing, Advising and Implementing with QTS Leadership and Executive Staff on the Best Business Practices for the Problem Management Process. Lead Problem Manager * Developed Problem Process Best Business Practices for the QTS Enterprise IT Infrastructure. * Created Problem Management Reporting for tracking, implementation and lesson learned for all Proactive and Reactive Problem Records. * Provide Executive Level Summary and Root Cause Analysis meetings with Senior leadership to discuss all future steps from the lessons learned of the Problem Records. * Sit on an ITIL Steering Committee to oversee the future state of ITSM processes and functionalities for QTS.

* Highlight of Position – Was selected to join as a Senior Incident Manager to a new Division of AT&T Cricket Wireless. * Managed High Severity Major Incidents from Incident Initiation, Bridge Call Initiation and Management through Root Cause Analysis on all IT related Incidents in the enterprise. * Provided Guidance for Incident Management on future tools for monitoring and support * Investigate Current trends for potential major outage and recommended improvements * on trending for continual service improvement * Liaison with Cricket Wireless Vendors and Third Party Constituents to build better KPI’s for Incident Management tracking and trending * Create and Develop Process Flow Breakdowns for Incident Management awareness of internal and vendor applications to expand awareness for tracking purposes

* Highlight of Position – Oversaw IT Operations from Service Design through Service Implementation. Provided Cost savings for the new IT Infrastructure by staying 20% below initial IT Launch budget for IT delivery services. * Provided Executive Summary of IT Budgetary needs to CEO and investors for funding. * Road mapped IT Network Strategy, IT Operations Policy and E-Commerce best business practices * Lead Infrastructure Design and Layout from Firewall, Active Directory, Server 2013, Hybrid Office 365 environment, Copper and Fiber Internet Circuits and Telephony Circuit. * Responsible for vendor selection and management for E-Commerce and IT infrastructure build.

Short Term Contract 01/14 – Present) Highlight of Position- Re-evaluated Best Business Plans for Process Management. Assist with Implementation Scheduling and Day to Day interaction with Integrator Team and PMO. Liaison with Program Manager on current and future value add resources for Enterprise Deployment Project Perform Data Analysis for Process Improvement Building with Enterprise Desktop Rollout Project. Provide Alternate Reporting Mechanisms to give a more clear and defined data capture of the rollout progress and provide better tracking of Project Issues and Follow Ups to keep the project in scope Provide Continuity and Process Management Best Business Practices and alternative solutions to the Lead Program Manager concerning the Desktop Rollout project process Liaison with Integrator Teams and 3rd Party Consultants on process improvement strategies and provide aide and SLA guidance to ensure the desktop rollout project occurred in a timely fashion.

* Developed, Created and Deployed Solutions for enterprise Field Tier 2 Technicians to provide service based on best business practice principles for on-site resolution of Incident and Request tickets. * Coordinated, Managed, Major Incidents\Problems (Sev 1 and 2) on Enterprise Level till Resolution\Root Cause Analysis is determined. * Create Analyze and Distribute Metrics to determine Key Performance Indicators and provide Critical Success Factors for each of the 6 sites located across the United States. * Supervised a team of 15 Tier Level 2 Field Technicians on wide range of Citrix/Windows Applications. * Trend for potential major incidents and potential problems in a Cherwell Ticketing System environment. * Reviewed Reported and disseminated Daily, Weekly, Monthly Change Reports and sat on Change and Patch Management Review Boards * Analyzed potential change cause during Major Incident investigation

* Highlight of Position- Serve as A liaison to the Operations Manager to identify and provide best business practices on all realms of Operation Support * IT Process Manager for Operation Support Division * Offer strategic solutions to provide end user faster efficient means and the I.T Support Team a clear defined response so that requests can be analyzed, evaluated and completed in a more accurate and timely fashion. * Create Analysis and improve reporting mechanisms so that Server Queries, Request/Incident problems and Quality Assurance can be kept on an optimum level.

* Highlight of Position- Provided Operational input on future development of SDC deployments and how security updates and patch deployments effect the Operating System and the Hardware it supports * Operating System Programmer * Provide Mass Imaging Solution for the 78th Communication Squadron, Warner Robins Air Logistics Command, and Air Force Material Command. * Administer Norton Ghost Server to ensure latest updates and GPO’s are applied through the Ghost Image File. * Provide and Administer Remedy and Phoenix Tracking systems to update and modify database of computers across the Domain. * Provide Solutions to senior active directory specialists; system management server specialist; and test bed leadership on wide area of IT issues from proprietary programs to effects of GPO’s and other various scripts on the domain. * Provide troubleshooting support on limited scale to all levels of technical support teams (Tiers I II and III). Provide remote assistance and patch management to computers across the Robins Network infrastructure.

Perform Daily Maintenance on the Windows 2000 Server. Backup, Security Updates, Viral Sweeps, Minor security issues, Maintain WSUS, and Networking Maintenance - Active Directory Administrator for small network infrastructure. - Web Administrator for the district attorneys website. Primary responsibility is to update Pleas and Bonds (weekly), Banishments (as needed), and general maintenance to the website. -Provide onsite and telephone technical support to network users in a Windows 2000 Professional and Windows XP Professional environment. Provide office support for Office 2000-2003 Professional Software. Provide support on Corel Suite version 8 and Prosecutor Dialog programs. - Administer to Print Server and troubleshot all network printing issues. -Assist staff on all electronic issues from PDA’s to Virtual Whiteboards. Provide support on all digital media devices.