Ileo Pinot
Healdsburg,CA
Summary
Dynamic Problem and Incident Manager with extensive experience at First Republic Bank, excelling in root cause analysis and incident management. Proven ability to ensure 24/7 system uptime while leading project oversight and enhancing telecommunications infrastructure. Skilled in networking equipment and adept at fostering team collaboration to achieve industry-leading performance metrics.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Problem and Incident Manager
First Republic Bank
San Francisco Bay Area
10.2021 - Current
- Problem and incident management duties include conducting real time management of Incidents, Problems, and detailed post-incident Root cause analysis investigations.
- Providing 24x7 support to Business Critical Tier 1-3 banking applications requiring zero downtime.
- Performing system and platform administration for several hosted, and on-premises application environments used by over 6,000 employees.
- Managing daily workload to existing Industry Recognized KPIs, including quality, process, and procedural metrics.
- Assisting team members and leadership with creation and in-depth analysis of new and existing reports and datasets.
- Assuring that all data adheres to stringent FDIC, SEC, and additional third-party audit requirements.
Voip Network Engineer
Yapstone
Walnut Creek, USA
01.2018 - 05.2022
- Problem and Incident Management
- Microsoft Azure/O365 Support and Administration
- SalesForce Reporting and Administration
- Support of Cisco UCM
- Support of Five-9 Contact Center, Cisco Webex, RingCentral.
- Design and build call flows in a complex multi-lingual environment.
- Telecommunications Support.
- Systems Engineering.
- SIP Support.
- SoftPhone Support
Telephony Support Engineer
StubHub
San Francisco Bay Area
12.2011 - 12.2017
- Telephony Support Engineer
- Avaya CM
- Telecommunications Support.
- Systems Engineering.
- SIP Support.
- SoftPhone.
Consultant
MatchPoint Solutions
California
04.2011 - 12.2011
- Telecommunications Support.
- Telecommunications Audit.
- System Upgrades.
- Hardware Refresh.
Sr. Telecommunications Engineer
E-LOAN
01.2006 - 01.2010
- Telecommunications Engineering and system administration.
- Vendor Management.
- 24/7 System Uptime.
Telecommunications Engineer
Synectic Technologies
01.2003 - 01.2006
- Telecommunications Engineering and system administration.
- System Installation and upgrade.
- Pre/Post Sales Support.
- Product Development.
- Avaya Business Partner
Communications Engineer
FiNet Holdings Corporation
01.1997 - 01.2003
- Telecommunications Engineering and system administration
- Telecommunications Engineer.
- Information Technology Support.
- Infrastructure Administration.
Education
Some College (No Degree) -
University of California San Francisco
Skills
- Networking equipment and VoIP
- Root cause analysis
- Incident management
- System administration
- Project oversight
Certification
- Site Reliability Engineering (SRE) Foundation
- JPMC SRE Observability and Monitoring
- Scrum Master
- JPMC SRE System Operations
- Fundamentals of AWS
Timeline
Problem and Incident Manager
First Republic Bank
10.2021 - Current
Voip Network Engineer
Yapstone
01.2018 - 05.2022
Telephony Support Engineer
StubHub
12.2011 - 12.2017
Consultant
MatchPoint Solutions
04.2011 - 12.2011
Sr. Telecommunications Engineer
E-LOAN
01.2006 - 01.2010
Telecommunications Engineer
Synectic Technologies
01.2003 - 01.2006
Communications Engineer
FiNet Holdings Corporation
01.1997 - 01.2003
Some College (No Degree) -
University of California San Francisco