Andrey Tallington
Martinsburg,WV
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Service Availability Manager
Marriott International
05.2021 - Current
- Responsible for leading the investigation and resolution of both major and non-major incidents
- Ensure SLA’s are adhered to and amend/create processes to improve SLA response
- Oversee the performance of Service Availability Analysts (SAAs) and Service Availability Leads (SALs) to facilitate timely creation and resolution of incidents
- Responsible for driving, developing, and streamlining incident management processes and Standard Operating Procedures (SOPs)
- The Service Owner for multiple applications used by the Global NOC
- This includes design, implementation, migration, monitoring, and production support of our applications
- Assess impact and urgency of incidents reported via email, call, Microsoft Teams, or Slack channels to determine correct prioritization
- Monitor environment health by leveraging an array of monitoring tools including Splunk, BSM, Dynamic Ticker, and Dynatrace
- Accountable for consistently evaluating existing processes to best determine and drive more efficient and optimal alternatives
- Work closely with Problem and Change management to ensure proper processes are implemented/amended as well as facilitate root cause analysis
- Work with vendors to plan and implement applications and integrations.
- Accomplished multiple tasks within established timeframes.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Service owner/Administrator for our incident alerting application(s) and additional application used by our NOC (PagerDuty, Opsgenie, Slack, BigPanda)
- Facilitated the planning, implementation, deployment, and post go-live administration of our applications.
Service Availability Lead
Accenture
11.2018 - 05.2021
- Oversee the performance of Service Availability Analysts (SAAs) to facilitate timely creation and resolution of incidents
- Monitor the Dynamic Ticker, AppDynamics, Splunk, and Dynatrace
- Established incident tickets via ServiceNow (SNOW) to track all remediation activity and ran through scripted triage for opened incidents based on provided SOPs
- Responsible for creating enterprise level communications that apprise leadership of major application/infrastructure outages
- Monitored and analyzed the phone queues to ensure we kept the average speed to answer and dropped calls below SLA
- Collaborated with multiple teams through incidents, operational readiness meetings, and through the creation of SOP’s
- Managed the scheduling/staffing needs of the SAA’s
- Audited incident records and SOP’s to ensure accuracy
- Develop training plans, policies, and procedures that drive process and delivery improvements
- Brief the team daily regarding relevant matters; prepare daily shift report and conduct handover meeting to offshore resources.
Service Availability Analyst
Accenture
05.2018 - 11.2018
- Supervised application environment health utilizing various tools such as IBM Netcool, Micro Focus: APM, Marriott Revenue Dynamic Ticker, AppDynamics, Sumo Logic, and Dynatrace
- Established incident tickets via ServiceNow (SNOW) to track all remediation activity and ran through scripted triage for opened incidents based on provided SOPs
- Enacted troubleshooting steps or worked alongside Service Availability and Communication Leads and SAMs to resolve or escalate P3 and P4 incidents; concurrently engaged appropriate support teams for impacted application or service
- Administered the MTOC telephone line fielding calls regarding incidents and outage events on both enterprise and property levels for more than 8,000 Marriott-managed properties
- Tasked with documenting all remediation efforts, progress, and issues during conference bridges for future reference, and additionally delivered enterprise-level incident communications for teams within the MTOC.
IT Technician
Atos IT
Frederick, MD
09.2016 - 05.2018
- Used Mainframe ZoS and BlueZone software to run Ricoh printers to print checks, bills, and other statements.
- Used Pitney Bowes sorters and letter stuffer machines to sort mail and apply postage.
- Configured systems according to prescribed software and hardware frameworks.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up enterprise servers.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
High School Diploma -
Frederick High School
Frederick, MD06.2015
Skills
- Dynatrace One Agent
- SumoLogic
- Splunk
- BigPanda
- AppDynamics
- Application Performance Management (APM)
- Zview/BlueZone
- Mainframe Zos
- Netcool
- Avaya CMS Manager
- Glassbox
- HPOO
- Data Analytics/Monitoring
- ServiceNow
- JIRA/Confluence
- PagerDuty
- OpsGenie
- Policy Implementation
- Performance Management
- Operations Management
- Staff Development
- Time Management
- Staff Management
- Team Leadership
- Verbal and Written Communication
- Key Performance Indicators
- Complex Problem-Solving
- Project Management
- Effective Communication
- Risk Management
- Change Management
- Process Improvement
- Staff Training and Development
- Organizational Skills
- Conflict Resolution
- Problem Solving
- Decision Making
- Emotional Intelligence
- Data Analysis
- Product Management
- Emergency Response
- Schedule Management
- Human Resources Management
- Project Planning
- Customer Service
- Administration and Reporting
- Computer Skills
- Slack
- Jenkins
- Akamai
- Microsoft Office Suite
- BMC Remedy
- Team & Project Leadership
- Incident Management
- Data & Operations Analytics
- Service Delivery Expertise
- Tech Tools & Solutions
- Standard Operating Procedures
- Technical Tools & Solutions
- Documentation and Reporting
- Good Judgment
- Performance Reviewing
Leadership Roles
Service Availability Lead, Accenture, Frederick, MD, 11/2018, 05/2021
Education Certifications
- Diploma | IT Focus - Frederick High School
- AWS Certified Cloud Practitioner - September 2020
- ITIL 4 Foundations - May 2019
- PagerDuty Foundational Practitioner - June 2022
- PagerDuty Responder - June 2022
Awards
Distinguished Achievement Award - November 2019 Talent Priority Award - November 2019 Employee of the Month - February 2020 Stellar Award - Q2 2020
Timeline
Service Availability Manager
Marriott International
05.2021 - Current
Service Availability Lead
Accenture
11.2018 - 05.2021
Service Availability Analyst
Accenture
05.2018 - 11.2018
IT Technician
Atos IT
09.2016 - 05.2018
High School Diploma -
Frederick High School