Richard Guerra

RICHARD GUERRA Harrington Park, NJ- LinkedIn HITEC University of Pennsylvania Regis High School Certified System Administrator, ServiceNow ITIL Foundation Certificate in IT Service Management Self-Employed May 2021 - Present v vCIO services to small/mid-sized companies Operative, New York, NY September 2019 – May 2021 Vice President, Global Technology Operations – role expanded – April 2020 Vice President, Global Customer Support – September 2019 Departments – 8 Staff – 86 Budget - $5.7MM v Customer/Product Support – original role before expansion v Infrastructure Operations – Network, Compute, Database, Cloud (AWS) v Customer Success (formally Account Management, part of Commercial) v Site Reliability Engineering – moved to GTO 12/2020 v Service Desk v Enterprise Monitoring v IT Service Management v Technology Ops Center Accomplishments: • Resolution time for customer support requests reduced by 88% across 9 products in the first year o Introduced IT Service Management to define roles & responsibilities and optimize handoffs between operations and engineering resulting in elevated service and uptime to customers o Formalized 24/7 customer facing Service Desk across all products through runbook creation o Created Customer Success practice where Support members would meet proactively with clients to understand business needs, gain context, and thereby shape services • Created Technology Operations Center (NOC) o Identified managed service provider, negotiated 3-year engagement o Established new monitoring platform for network, storage, server, and database o Created 24/7 Level 1 team monitoring and response to infrastructure and application alerts o Created 24/7 Major Incident Team to initiate crisis bridge and remediate SEV 1 & 2 incidents o Shifted maintenance tasks Left to L1 so L2 resources could focus on projects and customer facing issues • Site Reliability Engineering - Extended SRE to have observability across all managed services • Launch of FOX Media on AOS (SAS) platform including ($45MM) contract negotiation and environment buildout A+E Networks, New York, NY Vice President, Global Technology Services October 2018 – September 2019 Departments – 4 Staff – 74 Budget - $6.5MM v Level 1&2 Operations – Data Center, Network, Compute, Database, Cloud, O365 & Citrix v Compute & Citrix Engineering v Quality Assurance Accomplishments: • Migrated corp. applications and services to AWS; consolidated data centers and reduced cost by 50%+ • Dynamic CMDB (SAManage) – Daily update and tracking of configuration items & dependency mapping EY, Secaucus, NJ Assoc. Director & Global Lead, Infrastructure Support L2 and Incident Management April 2016 – October 2018 Departments – 4 Staff – 127 Budget - $12MM Accomplishments: • Transitioned IS teams to their respective tech pillars, shifting left knowledge and duties from L3&4 to L2 • Realignment brought focus to Incident Control. In first 6 months, MTTR was reduced 50% by: o Rebranding as Outage Management Center; marketing and consistent dialogue with partners and customers o Simplification of the outage process; severity definitions, and declaration & communication protocols o Creating Operational Standards team to maintain knowledge, Customer Success, training and manage projects o Introduced application-level monitoring for key applications to detect failure through automation o 2017 - MTTR reduced by 41% despite incorporating incidents of all severity, growing workload by 250% NBCUniversal, Englewood Cliffs, NJ Senior Director, Technical Operations: v Enterprise Monitoring – role expanded, September 2015 v Automation Engineering – role expanded & promotion, Sr. Director, August 2014 v Problem Management – role expanded September 2013 v Server, Storage & Network Operations L1 (TAC) – role expanded August 2012 v Data Center Continuity – role change and promotion, Director, July 2010 v Manager, IT Operations Center (ITOC) – promoted March 2007 v Lead Systems Analyst, IT Operations Center (ITOC) - July 2006 July 2006 – April 2016 Departments – 7 Staff – 57 Budget - $21.5MM Accomplishments: • Automation Engineering o Developed a build portal used to provision over 98% of virtual servers, both private and public cloud o Package & script engineering & deployment o Built Dynamic CMDB – Daily update of 61,000+ configuration items, including dependency mapping o Automated Capacity Management & reporting o Created Correlation engine by integrating event monitoring and CMDB • Problem Management o 2014 & 2015, PM reduced recurring incidents by 90%. In 2015, that averted a month’s worth of business impact • Server, Storage & Network Operations L1 o Developed a unified dashboard to aggregate several monitoring sources into a single pane of glass o Established Alert Management Team in Mexico. In 2014, monthly average of 47K alerts reduced by 90% o Developed Knowledge Management (KM) as a practice, serving other departments as well as my own o In 2014 the NBCU Service Desk was migrated stateside. KM created over 400 knowledge articles over six weeks to serve as the run book. Customer satisfaction for the Service Desk averaged 4.8/5 • Data Center Continuity o Created a database of our data centers, mapping dependencies between assets and business systems criticality o Drafted continuity response plans for all NBCU data centers as well as shutdown/startup protocols o Successfully led two continuity level events with no adverse impact to business operations: o Conducted a partial shutdown of a data center during a water main break/chilling outage o Hurricane Sandy – Coordinated the IT storm response across three Northeast sites • ITOC o Expanded Incident Management to 24/7 by establishing an offshore team o Introduced Problem Management which ultimately became a distinct department with a staff of seven o Change Management – Established a CAB; CM became a distinct department with its own manager and staff