Charles Adams
Stanton,United States
Summary
Experienced and results-driven IT professional with a proven track record of success in IT operations and management. Adept at leading dynamic teams, implementing innovative solutions, and driving improvements in technology infrastructure. Skilled in application performance management, incident response, and proactive leadership. Demonstrated success in reducing service downtime, improving incident communication, and implementing effective IT policies.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of IT Operations
Early Warning
Scottsdale, United States
02.2023 - Current
- Manage salaried and hourly managers and analysts directly supporting all infrastructure levels (compute, storage, database, network, SaaS, On-premises) and in early warning
- Provide technical triage not only for internal Early Warning Services but also for the largest financial institutions in America, ensuring, for example, that the U.S
- Treasury could send money securely using our technology
- Responsible for Incident Response for all tiers of incidents, whether Disaster, Cyber, or Technology degradation for Early Warning
- Direct the defined Technology Change management by ensuring all modifications to EW Technology have been configured, tested, released, and validated before production implementation
- Directs the management of all workloads, budgets, and schedules for Operations
- Redefined our 24/7 model to ensure optimal support by moving from a 4-shift model to a 6-shift and increasing our utilization of automation technologies for support (ansible scripts for routine troubleshooting)
- Responsible for a Day 0 Cyber Security response process, ensuring resources are convened and working to understand the scope and response to all significant security incidents
- Successfully developed and defined a critical file validation process, the first line of defense for data integrity issues for Early Warning and its Clients
- Provided strategic leadership in applications development, guiding the team through the entire software development lifecycle
- Upgraded alert mechanisms, reducing the time to resolution (MTTR) by promptly notifying the IT Team of potential issues.
- Developed disaster recovery plans in case of system outages or other major disruptions.
- Developed and implemented operational procedures to ensure quality standards are met.
Senior IT Operations Manager
Early Warning
Scottsdale, United States
08.2022 - 02.2023
- Managed day-to-day I.T
- Operations, influencing the implementation of new policies for continual improvement
- Responsible for Staff of 25+ Staff ranging from Managers to Analysts
- Defined key performance indicators (KPIs), providing data-driven insights for continuous improvement
- Successfully integrated emerging technologies, staying ahead of industry trends
- Established and enforced incident response protocols, ensuring swift resolution during critical incidents
- Developed an improved incident response process to ensure Alerting was timely, accurate, and actionable.
Technology Operations Manager
Early Warning
Scottsdale, United States
02.2019 - 08.2022
- Managed a team of 5 Operations Analysts responsible for ensuring I.T
- Operational Stability
- Developed a robust incident management process, established effective escalation procedures, and collaborated with vendors for swift issue resolution
- Led and mentored a high-performing team, enhancing collaboration and innovation
- Fostered effective stakeholder communication, keeping internal teams informed and aligned.
IT Infrastructure Manager
University of Phoenix
Phoenix, United States
01.2013 - 02.2019
- Coordinated resources for optimal support of the 24/7 Global 8k+ server infrastructure
- Monitored and ensured all Data Center applications, servers, network devices, and connections remained available
- Reduced overall absenteeism through effective team-building initiatives
- Designed and developed an improved incident communication model, resulting in better dissemination of major event content
- Integrated the KCS methodology, resulting in a 10% decrease in MTTR.
Technical Support Manager
Apollo Group
Phoenix, United States
01.2006 - 01.2013
- Managed and led a technical support team, overseeing daily operations and ensuring timely issue resolution
- Streamlined escalations processes, improving the efficiency of issue resolution and customer satisfaction
- Collaborated with cross-functional teams to identify and address root causes of technical issues, implementing preventive measures.
Security Forces (MP)
USAF
Global
03.2003
- Enforced security measures, conducted patrols, and ensured the safety of military installations
- Collaborated with team members to implement adequate security protocols
- Received commendation for an extended tour in support of Enduring Freedom
- Demonstrated expertise in Incident Response and Crisis Management.
Education
MS - Criminal and Policy
University of Phoenix
01.2013
BS - Behavior and Management
University of Phoenix
01.2009
A.S - Networking and CIS
High Tech Institute
01.2001
Skills
- Operations Management
- Project Management
- Business Administration
- Contract Negotiation
- Business Planning
- Staff Management
- Staff Development
- Logistics Management
- Business Development
- Strategic Planning
- Budget Management
- People Management
- Hiring and Retention
- Crisis Management
- Troubleshooting
- Collaboration
- Analytical Thinking
- Scaled Agile Certified
- Excellent Communication
- Dependable and Responsible
Certification
- SAFe Agilist, Scaled Agile
- ITIL, Axelos
Accomplishments
- Pioneered the documentation of Major Incident processes, resulting in a remarkable 74% reduction in occurrences.
- Spearheaded collaboration with Cloud and Infrastructure Devs, automating the Initial Major Incident response workflow and slashing communication time by 50%.
- Initiated and led an organization-wide initiative to improve data quality for Early Warning, enhancing overall data integrity and reliability.
Skills
VMware, AWS, Oracle, SQL, Networking – Network (Palo Alto, Infoblox, Cisco – ACI, NXOS, Meraki, Aruba, Pulse VPN, Load balancers, Firewalls, Linux, Windows, and Sterling Integrator of B2B transactions, Zabbix, WhatsUpGold, AppDynamics, ThounsandEyes, SCCM, IBM Control Center, CrowdStrike, Proofpoint, Redseal, Nexpose, Splunk, Recruitment and Hiring, Staff Management, Incident Management, Change Management, Problem Management, Process Improvement, NIST, SOC 2, HIPAA, Project Management, Business Development, Policy Enforcement
Professional Association
Scaled Agile Framework – Agile Manager
Awards
Early Warning Key Promotion –2023 Recognized for Creating a Real-Time Incident Response and Communication Platform – 2023
Training
Performance Management Managing and Leading Projects (Agile, Waterfall, Scaled Agile) Site Reliability Engineering ITIL v4 Leadership Foundations: Leadership Styles and Models Centered Communications: Get Better Results from your Conversations. The Super Bosses Playbook PMP Certification Track
References
References are available upon request.
Affiliations
- I spend my free time mentoring young students to be greater versions of themselves.
Languages
English
Full Professional
References
References available upon request.
Timeline
Director of IT Operations
Early Warning
02.2023 - Current
Senior IT Operations Manager
Early Warning
08.2022 - 02.2023
Technology Operations Manager
Early Warning
02.2019 - 08.2022
IT Infrastructure Manager
University of Phoenix
01.2013 - 02.2019
Technical Support Manager
Apollo Group
01.2006 - 01.2013
Security Forces (MP)
USAF
03.2003
MS - Criminal and Policy
University of Phoenix
BS - Behavior and Management
University of Phoenix
A.S - Networking and CIS
High Tech Institute
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