Christopher Cashman

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

• ITIL Foundation V2/V3
• Spectra Logic (Tape Storage)
• IBM Mid-Range and Enterprise Server (Power 7)
• Brocade IP and SAN
• IBM TSM 5.4
• IBM Lotus Notes
• IBM MQ Series 5.3

Defined, Collected and Published key performance metrics for Problem Management for Comcast’s X1 Platform, Actively worked to understand the underlying issue (RCA/AAR) of incidents based on priorities by facilitating discussion and troubleshooting across multiple operations and development organizations and be the voice of the customer and champion resolution of all X1 Problems, Reviewed progress and results of problem investigations with support teams and (senior) management, Provided Test Management to Sungard’s MRP (Managed Recovery Program) Customers. This includes understanding the recovery timelines, objectives, dependencies pretest. During the test: monitoring recovery milestones, tracking progress, handling escalations, ensure efficient shift turnover, Ensured escalation process is occurring within the technical resources for MRP, as well as to Team Manager, Director and VP, as appropriate, Gathered post-test activities as defined in the Post Test process and turn over as appropriate., Managed incident resolution, from initial occurrence to successful outcome, Assumed the lead role for all SEV1 issues including escalations, support contacts, conference calls, and status updates to management and business stakeholders, Worked proactively in identification of top reoccurring incidents, Used problem management tools to identify incident trends and reduce occurrences, Collaborated with application and infrastructure teams to find root cause of critical issues during post incident review, Assisted with development of incident process documentation and incident reports, Followed the documented test cycle for every customer exercise. Developed and maintained the technical knowledge and skills to coordinate pre-test planning activities, on a test by test basis, that affords the opportunity to gather the customer defined testing requirements prior to a formal pre-test conference call with the team., Documented customer requirements and prepare proper turnover within my team as needed for the setup and support of the test event., Assisted in the coverage and support of pretest planning activities for a monthly workload of the platforms/technologies supported by my team., Volunteered as technology liaison for several expert centers and business application teams, Active participant in take-on of support projects for new technologies, Coordinated with numerous application teams to create, test, and implement MQ Series objects for interfaces, Helped support a very successful SAP/MQ Series integration project in Mexico, Participated in upgrade of global environment to MQ Series version 5.3, Transitioned MQ Series support to team in India, Assisted in the transition of the MARS Inc.’s Support Center in North America to Brazil, Responsible for coordinating and implementing the successful transition between MARS Inc. and Wrigley of system backup environments, specifically the backup data from HP DP and NetApp VTL to TSM, Sepaton, and Spectra Logic, Granted lead position for a two (2) year project focused on implementation of major changes in the MARS Inc. system backup environment for the US and international data centers, Gained and Maintained an in depth knowledge of the platforms/technologies supported by SunGard AS through cross training., Maintain an in depth knowledge of the tools required to support customer recovery exercises., Maintain understanding of basic system/platform interdependencies., Provided tier two (2) end-user support for complex and critical infrastructure issues, Assisted site support on rollouts of new PCs, telecoms, and equipment, as well as various software applications, Worked with application and infrastructure teams to develop solutions for knowledge base, Helped mentor and train Level 1 Helpdesk on MARS, Inc. applications and infrastructure, Provided diligent 24/7 support of the MQ Series Middleware and Global TSM backup environment, Defined and refined Change Management process activities, policies, and standards, Implemented and enforced ITIL processes and guidelines for Infrastructure change management with 15% reductions per year in Infrastructure incidents for four (4) consecutive years, Involved adapting ITIL framework to fit Mars needs, writing and implementing processes, training and consistent enforcement across three (3) global regions to minimize production outages and increase business revenue, Responsible for working closely with Mars Inc. senior management departments, both in the US and internationally, to communicate system status updates with Change Management Process