Summary
Overview
Work History
Education
Accomplishments
Timeline
Generic

DANIEL CALLIHAN

Port St Lucie,FL

Summary

People centric leader and technical innovator with proven results and 25+ years of experience in Information Technology & 39 years in Engineering.

Results oriented leader responsible for mission critical technology products, services and strategy

Change leader with proven record of delivering results and creating winning cultures

Life-long learner who connects experiences across disciplines to create novel solutions

Recognized innovator that translates business strategy into solutions

Excellent financial discipline and business acumen

Demonstrated partnerships across business units and functions

Motivated by core values and customer experience

Overview

41
41
years of professional experience

Work History

IBM Cloud for Government - IT Operations Lead

Infinate Computer Solutions
01.2023 - Current
  • 100% Remote - On contract to IBM Consulting - IBM Cloud for Government State, Local and Education.
  • Completed Full Data Center migration project implementing IT Operations Tools and Processes and established the IBM IC4G Ongoing IT Operations Support Model.
  • ITSM/ CSM/ CMDB Management/ Change Management/ Incident Management and Client Case Management via IBM Consulting ServiceNow (SaaS)
  • ITSI for Virtual Servers via IBM Instana (SaaS) and Zabbix for Network and website availability.
  • AWS Connect for Help Desk Telephony.
  • Change Management Process, Documentation, Administration and Audit.
  • Business Continuity and Disaster Recovery documentation and Administration. Completed 3 full BCDR Test Exercises.
  • Using IBM Consulting Security Operational Services (SOS) Tools Directly Responsible for Patching and Vulnerability Management across all IT Operations Shared Infrastructure Production and Non-Production Servers.

Senior Manager Core Network IT Operations

Liberty Latin America
05.2018 - 05.2021
  • As Liberty Latin America Sr. Manager of IT Operations, I was responsible for designing and leading international teams with eight managers reporting directly to me, 60 internal FTEs and over 300 externals/ business partners across 42 markets who provide end to end IT support and service assurance throughout the enterprise. I modernized, communicated, and implemented vision, mission, and the overall direction of IT. Responsibilities included Systems Administration, Database Administration, Virtualized Environments, setting up and standardizing ITSM best practices, Digital Support, Billing Operations, Product Configuration, DevOPS, SDLC, Change Management, BI and Data Warehouse on cloud, as well as Vendor Selection & Management, Cost Control, Forecasting & Sizing, Governance & Compliance
  • Selected Accomplishments:
  • *Implemented Sarbanes Oxley narrative, policies, procedures and established compliance across the US and Puerto Rico business units
  • *YoY cost reduction by 15% through consolidation, restructuring of teams and vendor negotiation.
  • *Onboarded 3 M&A within a period of 3 to 4 months each.
  • * Improved MTTR by more than 40% by implementing RPA.
  • * Automated order fallout and billing operations using AIOps methodology.
  • * Provided emergency response and participated in Hurricane Disaster Recovery efforts in Puerto Rico and the Bahamas

Senior Manager IT Operations

Cable & Wireless Communications
09.2014 - 05.2018
  • Managed IT Operations within Cable & Wireless Communications (CWC). Responsible for the group of multiple international teams who provided level 1, 2 & 3 support and delivery for 100+ mission critical applications across Mobile (Prepaid + Postpaid), Fixed Line services, Internet Access and Advanced Video. Responsibilities include setting up and standardizing best practices in Operational Processes, Billing Operation and Product Configuration, Release and Change Management from inception to delivery as well as Business Intelligence (BI) Operation and Digital Transformation.
  • Selected Accomplishments:
  • *Implemented 24/7 IT Operations Support using Offshore India (Prodapt) and Near Shore Local Account Operations.
  • *Developed a strategic and operational dashboard, providing real time status of key business KPI’s, in addition to completing automation of monitoring for alarms and incident results with a 90% increase in proactivity
  • *Set up and standardized best practices in operational processes (Incident Management, Problem Management, Escalation Matrix, SLA Reporting & Tracking) across the IT organization. Reduced OPEX of key contracts by up to 50%, while increasing service availability and improving product quality and customer experience.

Manager Information Technology

Amdocs
01.2010 - 09.2014
  • Transitioned from co-managing the Amdocs vendor relationship to becoming part of the Amdocs team providing DDP/SQL Billing System support for Comcast as part of a managed services agreement.
  • One of thirteen of one hundred and twenty Comcast employees selected to receive a backbone retention offer as part of the critical team members transitioning to Amdocs from Comcast.
  • Over four years I managed multiple teams and disciplines. My last position was reporting directly to the Amdocs Site Director responsible for all aspects of the managed services contract.
  • Amdocs Internal Operational Status reporting and reviews, Comcast Managed Services Operational Status reporting and reviews, SLA and KPI compliance, Incident Management, Mitigation and Reporting, Release Management Life Cycle (E2E), Change Management processes, procedures and compliance, Operational Analysis and Efficiency
  • Selected Accomplishments
  • *Promoted from Amdocs Team Leader to Amdocs Manager two years after the transition
  • *Played a key role in the successful implementation of the Amdocs Collections System across the entire Comcast Billing Systems foot print.

Manager Advanced Technical Applications

Comcast
07.1999 - 01.2010
  • Production Support of advanced applications associated with Business Critical System Interfaces. Windows, Linux, Unix, Relational Databases including Oracle Database and Microsoft SQL Server
  • HP Non-Stop Blades, SUN, Dell Servers, Solaris, Weblogic, Java, F5 GSLB systems management
  • Selected Accomplishments:
  • *Payment Card Interface ‘redesign’ Project – Optimization of the Payment Card Interface including server farm architecture, geographical redundancy and DR capability. Established on-going support model.
  • *Comcast Billing Statement Presentment Project - On-Demand visibility to subscriber statement soft copies for web presentment and CAE front end GUI interfaces. Product Managed Production implementation from inception. Established on-going support model.
  • *Managed Sarbanes Oxley & PCI DSS Audits and Assured IT Stack Compliance
  • *Managed, Modernized, Improved Availability, Utilization, Monitoring and Alerting throughout BSS

Reactor Operator, Reactor Controls Division Lead

USN - USS Sam Houston SSN-609
02.1985 - 06.1990
  • Senior qualified Reactor Operator onboard USS Sam Houston (SSN-609)
  • Multiple Letters of Commendation received: COMSUBPAC (Commander Submarines Pacific), Commander 7th Fleet, Commander Submarine Squadron One over a six year career

Education

Nuclear Engineering

United States Navy Nuclear Power Program
Orlando, FL
05.1987

Accomplishments

Agile Project Planning - Technology Strategy - Systems Architecture & Development - Infrastructure & Service Migration - Data Analytics & Warehousing - Infrastructure Operations - Service Delivery - Product Management - Cyber Security - Budgeting & Financial Management - Process Improvement - Audit & Regulatory Compliance - Procurement & Vendor Management - Organizational Development - Disaster Recovery & Business Continuity - Employee Satisfaction & Development

Timeline

IBM Cloud for Government - IT Operations Lead

Infinate Computer Solutions
01.2023 - Current

Senior Manager Core Network IT Operations

Liberty Latin America
05.2018 - 05.2021

Senior Manager IT Operations

Cable & Wireless Communications
09.2014 - 05.2018

Manager Information Technology

Amdocs
01.2010 - 09.2014

Manager Advanced Technical Applications

Comcast
07.1999 - 01.2010

Reactor Operator, Reactor Controls Division Lead

USN - USS Sam Houston SSN-609
02.1985 - 06.1990

Nuclear Engineering

United States Navy Nuclear Power Program

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DANIEL CALLIHAN