Darren Hodroski
Johns Island,SC
Summary
An excellent team builder and leader of initiatives with a proven track record of leadership roles in 24x7 operational support teams. A talented, performance-driven Technical Operations Manager with 20 years of experience, focusing on exceptional employee development, customer service and analytics. Results-oriented and well-versed on organizational processes to drive results based on sound overall business judgment. Recognized consistently as a top performer, strategic planner, leader, and solid problem solver, all due to a combination of opportunities and exceptional mentors throughout my career.
Overview
39
39
years of professional experience
Work History
Data Center Technical Operations Manager
JPMorgan Chase & Co.
Totowa, NJ
04.2019 - 11.2023
- Led team of 14 during build and support phase of enterprise data center build project
- Partnered with project management team keeping them informed and setting the pace, completing each project on time or early, producing highest quality work while focusing on process improvements
- Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback for direct and campus wide personnel
- Built campus on-site schedule providing 'tiger team coverage' staff for periods of COVID-19 invocations while keeping staff overtime to minimums
- Provided a stable and resilient operating environment
- Focused on maximizing potential of all available resources, expanding capabilities and productivity of technical staff, and continuing to improve upon past performance.
Global Core Scheduling Technical Operations Manager
JPMorgan Chase & Co.
Jersey City, NJ
05.2014 - 04.2019
- Managing global team of 15 individuals (4 Centers in US, UK and Argentina) of highly skilled individuals dedicated to providing global operations Tier2/Tier 3 support of multiple batch scheduling products (Control-M, Autosys, CA7 and ROBOT) on Mainframe, Large Midrange and Distributed Platforms
- Maintained stable and resilient operating environment which resulted in zero P1 impact for Core scheduling for 3 years running
- This was achieved while team was involved in multiple product upgrades, patches, and re-platforming projects on top of operational support
- Executed organizational low-cost location initiative by withdrawing from Hong Kong, Hyderabad and Bournemouth while recruiting for and turning up new location in Buenos Aires AR
- Evaluated core skills and developed Structured Training Program for purposes of upskilling and training staff across all tool sets and platforms to achieve cross disciplined support model.
GNOC Technical Operations Manager (Vice President)
JPMorgan Chase & Co.
Whippany, NJ
06.2010 - 05.2014
- Shift Manager for start of North America trading day for Tier 2 Voice and Data Network support teams, managing and driving P1 incident bridges from GNOC (Global Network Operations Center) perspective to resolution leading to reduced MTTR metrics and fewer P1 impacts
- Executed on GNOC 'Follow the Sun' support model by withdrawing from Columbus, while recruiting for and turning up new locations in Hyderabad, Bangalore and Houston
- Traveled to and embedded in India locations and multiple occasions for minimum of 3 weeks for recruiting and training
- Controlled and reduced alarm and ticket volume year on year identifying and eliminating noise and streamlining ticket management processes
- Executed on Cross Discipline Tiered Support Model for Data and Voice Engineers.
GNOC Team Lead
JPMorgan Chase & Co.
Somerset, NJ
06.2005 - 06.2010
- Supervised workflow across multiple centers and shifts to ensure proper and efficient handover, monitored work queue for potential high impact issues, supervised floor tech workload and continuity
- Partnered daily with LOB PACs, GTI PAC/P1Management and Change Management personnel to ensure proper ticket ownership and priority/severity procedures and successful Change Records implementation
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Senior WAN/LAN Engineer
Baker & Taylor
Bridgewater, NJ
05.2004 - 06.2005
- Responsible for technical analysis, design, specification, implementation and maintenance of Local and Wide Area computer networks
- Supervised teams of Network Engineers & Administrators, outside technology firms, and contractors to complete projects on time and within budget
- Developed and maintained strategic plan for cost effective use of Local and Wide Area Networks
- Installed, configured, documented, maintained, upgraded and remediated Wide and Local Area Network, Core Routers and switches.
Tier 2 Technical Support Specialist
AT&T
Bedminster, NJ
11.2000 - 05.2004
- Provided Tier 2 technical escalation support for Cisco Frame Relay / ATM platform and Lucent ATM platform functions including: problem analysis, customer support, PVC sizing and optimization, utilization and delay issues
- Responsible for performing major failure command and control and restoration of all network elements, providing explicit direction to OSWF for switch and facility trouble isolation
- Provided extensive training to all new hires in Telecom circuit, Frame Relay and ATM basics, documenting shift procedures and events as well as customer and executive incident reporting.
General/Operations/Service Shop Manager
Hydroscale Inc.
East Brunswick, NJ
11.1984 - 08.2000
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning, Prepared annual budgets with controls to prevent overages
- Designed, installed and maintained integrated Windows NT 4.0 network
- Coordinated development of corporate website, on-line catalog, and certification-reporting system
- Streamlined several Operational and Quality Control procedures
- Conceived and implemented over 40 design improvements.
Education
Network Engineering Professional -
The Chubb Institute
06.2000
Skills
- Process improvements
- Strategic planning and execution
- Relationship building
- Employee retention
- Customer rapport
- Interpersonal communication
- Recruitment
- Teambuilding
- Coaching and mentoring
- Effective leadership
- Team Management
- Business Continuity
- Service Delivery
- Technical leadership
- Telecommunications
Personal Information
Title: Technical Operations Manager
Hobbies and Interests
- Music, I play bass guitar and self-taught guitar, mandolin and piano
- Traveling within the US and abroad with friends and family
- Taking walks and bike riding
- Nature and bird watching
- Attending and watching baseball and football games
Timeline
Data Center Technical Operations Manager
JPMorgan Chase & Co.
04.2019 - 11.2023
Global Core Scheduling Technical Operations Manager
JPMorgan Chase & Co.
05.2014 - 04.2019
GNOC Technical Operations Manager (Vice President)
JPMorgan Chase & Co.
06.2010 - 05.2014
GNOC Team Lead
JPMorgan Chase & Co.
06.2005 - 06.2010
Senior WAN/LAN Engineer
Baker & Taylor
05.2004 - 06.2005
Tier 2 Technical Support Specialist
AT&T
11.2000 - 05.2004
General/Operations/Service Shop Manager
Hydroscale Inc.
11.1984 - 08.2000
Network Engineering Professional -
The Chubb Institute