John C. DeMartino
Acworth,GA
Summary
IT Operations Manager Seasoned professional with 20 years of experience in delivering the highest level of IT operations, Energetic professional with exceptional analytical, organizational and interpersonal skills. Strong personal ethics and integrity, conveying a professional image of honesty and concern for client needs. Highly organized team-builder that performs under pressure, while providing strong leadership experience to direct reports. Committed to meeting client deadlines while always striving to exceed customer’s expectations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Incident Management & Tier3 support
Clover Fiserv
Marietta, GA
04.2021 - Current
- Developed strong communication and organizational skills through working on group projects.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw day-to-day production activities in accordance with business objectives.
- Assisted in recruiting, hiring, and training of team members.
- Led global support initiatives within Tier 3 teams to address new product training, process and tool training, goals, and standard methodologies.
- Understood use cases and workflows to continually assess systems, best practices, tool quality, and suggested areas of improvement.
- Owned, tracked, and reported on key performance metrics.
- Prepared employee schedules for maximum coverage during key hours.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Provide data for monthly MBR and QBRs for SLT
IT Operations Manager
Clover/Fiserv
Marietta , Georgia
04.2019 - Current
- Establishes clear goals, objectives, and direction for team members, and ensures that desired results are produced.
- Provide leadership, training, coaching and direction to team members and foster a customer-focused culture and mindset driven by continual service improvement techniques.
- Facilitate discussions pertaining to service impacting events and develop standards and procedures to ensure long term remediation of these events
- Act as an escalation point for all Field and sales teams for high-priority customer issues; providing ownership and strategy to all engaged parties ranging from technical support engineers to product managers and executive leadership.
- Showcase effective communication style that adjusts based on audience: customers, executive leadership and peers.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
Service Delivery Manager
GE Digital, General
Alpharetta, GA
09.2017 - 02.2019
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing [Task].
- Created and managed budgets for travel, training and teambuilding activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
Escalations Engineer
GE Digital
Alpharetta, GA
03.2016 - 09.2017
- Oversees all requests, incidents and problems, prioritizing urgent and complicated support issues, and serves as escalation point for all requests and incidents
- Determines root causes of issues and communicates appropriately to internal and external customers
- Manages vendor relationships, survey feedback for future improvements, and process for communicating outage/emergency activities to the organization
- Understand the political/situational landscape while managing workloads and prioritizing work across the team
- Problem and incident management ensuring customer expectations are met
- Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations
- To be the primary service delivery contact for all client/customer support
- Run daily stand up meetings acting as facilitator and take responsibility for unblocking team members who have become ‘stuck’
- Expands upon Service Desk as the single source of truth and service delivery channel for IT, while monitoring and managing queue
- Understand the project deliverables, releases, priorities and scope
- I helped Build and maintain relationships with customer contacts.
Field Support Engineer
NetApp
Atlanta, GA
03.2013 - 03.2016
- Provided 24/7 onsite and remote support for production systems while handling installation and configuration for enterprise customers for South East region
- Assisted customers in configuring and deploying new storage systems while maintaining operational health of production systems
- Liaised with customers and NetApp Support center to resolve technical issues for critical accounts
- Performed diagnosis, technical and performance troubleshooting, service and repair for NetApp hardware and software remotely and on location
- Onsite troubleshooting included NAS/SAN protocols (FCP, iSCSI, CIFS, NFS, DNS, NIS, AD) and storage (Data ONTAP, Clustered Data ONTOP, RAID, Snap Manager, Snap Drive, On-Command)
- Delivered premium onsite break/fix support to customers and performed several hardware part replacements including motherboards, HBAs, shelf modules, NVRAM and disk shelves
- Performed data ONTAP upgrades in cluster mode & 7mode systems non-disruptively including disk/shelf firmware, SP/RLM and BIOS firmware
- Installed and configured NetApp systems in 7mode and cluster mode including cluster switches, all Flash FAS AFF systems, Vservers, flash pool aggregates, qtrees and snap protect
- Installed other add on cards and disk shelfs non-disruptively by performing storage failover.
Professional Service Engineer
Arrow /NetApp
Atlanta, GA
07.2011 - 02.2015
- Managed Strategic Installation Team responsible for professional services at major financial, pharmaceutical, media and telecommunications corporations, totaling $430 million in annual NetApp sales
- Administered pre and post-sales engagements covering eastern United States with a primary focus on NetApp storage architecture, design and implementation
- Understood and developed solutions based on client needs, delivered whiteboard sessions, solutions, documentation and associated knowledge transfer; including NetApp, VMware, Brocade and Cisco
- Served as Lead Engineer on Strategic Installation Team, responsible for physical design, installation and configuration of storage systems
- Designed, installed, and configured NetApp storage to include virtual infrastructure integration, backup and data recovery.
PSE Professional Service Engineer
Web House/NetApp
Baldwin, NY
01.2006 - 06.2011
- Installed and rolled out new NetApp hardware along the East Coast clients including UBS, Bank of America, Verizon, RBS, GE, Thompson Reuters, Barclays, JPMorgan, etc
- Handled pre and post-sales alongside Web House Sales Representatives on NetApp, VMware, server hardware and software opportunities and deployments
- Served as trouble-shooter and coordinator of system outage resolutions, monitored production job executions, and produced system performance evaluation reports and SAM audits
- Trained new employees and managed teams during data center moves
- Designed and implemented first CHP PODS for Merrill/Bank of America
- Also served as the project management lead for many platform data migrations and the lead storage engineer for data center relocations.
Education
Bachelor of Arts - Communications
Western Connecticut State University
Danbury Connecticut 05.1997
Skills
- Data Center Management
- Communication
- Storage Area Network (SAN)
- Adaptability
- Hardware Break Fix
- Disaster Recovery
- Problem Management
- Vendor Management
- Change Management
- Troubleshooting
- Time Management
- Quality of Service
- Best Practices and Standards
- Project Documentation
- Customer Service
- Team Leadership
- Policies and Procedures Implementation
- Incidents Management
- Staff Management
- Process Improvement Strategies
- Operational Improvements
Accomplishments
- NCIE 7-Mode Clustered On-Tap
- NAIP NetApp NCDA 7-mode C-DOT
- NCIE NAS 7-Mode C-DOT continued…
Certification
- ITILV4, SimpleLearn - 2022
Work Preference
Work Location
HybridRemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionTeam Building / Company Retreats401k matchStock Options / Equity / Profit SharingTimeline
Director of Incident Management & Tier3 support
Clover Fiserv
04.2021 - Current
IT Operations Manager
Clover/Fiserv
04.2019 - Current
Service Delivery Manager
GE Digital, General
09.2017 - 02.2019
Escalations Engineer
GE Digital
03.2016 - 09.2017
Field Support Engineer
NetApp
03.2013 - 03.2016
Professional Service Engineer
Arrow /NetApp
07.2011 - 02.2015
PSE Professional Service Engineer
Web House/NetApp
01.2006 - 06.2011
Bachelor of Arts - Communications
Western Connecticut State University
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