Blaine Faber
Shawnee,KS
Summary
Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet & exceed team goals. Driven to provide quick and knowledgeable response to critical business incidents in order to minimize service interruptions and lost revenues. Experienced with developing and improving processes, leading teams, and managing enhancements.
Overview
25
25
years of professional experience
Work History
Senior Systems Support Engineer
Netsmart Technologies
02.2017 - Current
- Actively monitor and resolve issues affecting client infrastructure and/or applications
- Organize, facilitate and lead technical teams to work together to resolve major incidents
- Participate in process and workflow documentation to establish consistent client support
- Provide exceptional customer service to Netsmart clients including rapidly responding to client inquiries, addressing outages and providing follow-up communications
- Perform Windows and Linux server administration tasks including client environment upgrades and maintenance to maintain system stability
- Script repeatable tasks using BASH or PowerShell
- Utilize various vendor platforms including but not limited to: RHEL, Windows Server, RSA, Salesforce, ServiceNow, Pingdom, Splunk, Sensu, Zabbix, Intersystems’ Cashe, Vsphere, F5 BIG-IP, SolarWinds, Linux, AWS.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
Technical Support Technician II
Sprint Corporation
01.2014 - 02.2017
- Support Chrysler/Fiat UConnect Access customers and Tier I Care agents resolving tickets
- Support Connected Cities, VOIP, VOWiFi
- Work with outside vendors and Chrysler to determine root cause of issues, as well as finding resolutions as quickly as possible to minimize impact
- Daily testing on the CVP (Connected Vehicle Program) using BTT units and our test phones to complete remote operations
- Manage outages and maintenance bridges
- Event analysis and reporting
- Support Sprint and FCA testers
- Using support applications such as, Netcool (alarms), Empirix, Secure CRT (access logs), SoapUI (API tool), MQ Manager (MQ queue monitoring), SDP Monitor (FCA probes), BTT’s (Bench Top Tester), Daily HU Test, STEP (outage/maintenance notifications), TRAMS (Internal Ticketing System), Cloudmark (CVP emails logs), Command Center (Network Logs), Acision (SMS logs), Cacti monitoring tool for VOIP
- Monitoring VOIP network
- Troubleshoot all alarms and open ticket to appropriate team if unable to correct issue
- Open CMC (Change Management Tickets) with technicians to troubleshoot any hardware issues or swap out card, switches, routers and servers.
Systems Analyst Contractor
American Cybersystems, Inc.
03.2012 - 01.2014
- Delivering auditing support on Demo-Test accounts to ensure compliance with the Sprint Demo-Test and Equipment Policy; including use of International Service Order Codes (SOC), Weak Personal Identification Numbers (PIN), Price Plans, and Forced Zero Balance
- Performed risk and fraud analysis of Customer Management System’s profile audits of Account and Charge Adjustment Codes, Tax Exempt, Security, and Hierarchy access
- Resolved 218 profile issues
- Key contributor to $20M in savings associated with demo equipment recovery and usage.
Webmaster
Research Laboratory Supply, Inc.
01.2005 - 06.2011
- Designed, developed and maintained company web page infrastructure and applications to over 200 web pages, including advanced graphics, animation, and functionality; maintained content and monitored day-to-day web analytics
- Monitored web server for site technical performance; implemented search engine optimization strategies while promoting client websites online to increase prominence in their web community
- Managed Pay Per Click (PPC) between 20 to 40 campaigns to achieve optimum Return On Investment (ROI) for individual active search terms for each of the major search engines
- Partnered with the Operations Director to set marketing campaigns to achieved budgeted commercial targets by providing accurate reporting, detailing results of each web marketing campaign and possible improvement
- Planned for future improvement, results, competition, and new direction in technology, which assisted with marketing of the brand; managed new revenue generating online marketing opportunities.
Free Lance Web Consultant
Self-employed
06.1999 - 12.2004
- Designed, built, optimized website navigation and addressed the needs of the small business clients while maximizing their online advertising budget
- Created splash screens, promoted banner advertising with real time stats; submitted sites to search engines to encourage acquire of thousands of “Opt-In” Members through email advertisements.
Education
General Education -
Kansas State University
Manhattan, KSSkills
- Effective Communicator
- Customer Service Skills
- Website Management
- Linux, Windows servers
- Training and mentoring
- Incident Management
- Scripting Proficiency
- Information Management
- Service Interruptions Understanding
- Critical Incident Handling
- Improvement Recommendations
- Documentation Skills
- Resource Utilization
References
References available upon request
Timeline
Senior Systems Support Engineer
Netsmart Technologies
02.2017 - Current
Technical Support Technician II
Sprint Corporation
01.2014 - 02.2017
Systems Analyst Contractor
American Cybersystems, Inc.
03.2012 - 01.2014
Webmaster
Research Laboratory Supply, Inc.
01.2005 - 06.2011
Free Lance Web Consultant
Self-employed
06.1999 - 12.2004
General Education -
Kansas State University
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