Barbara J. Malta
Sarasota,FL
Overview
33
33
years of professional experience
Work History
MidRange System Support Sr Manager
Verizon (fMCI)
Colorado Springs, Colorado
01.2000 - 01.2022
- Manage 15 – 28 system administrators. Group responsibilities include system management of production, development, and test environments for 5,200+ systems in the U.S., Europe and Asia. Support 41 mission critical call processing and call routing projects that generate over $7 billion a year in revenue. Support of 52 business critical projects spanning network management, provisioning and financial systems.
- Represent the midrange organization to customers, which includes development, test and production support organizations.
- Work with the customer’s management to resolve outstanding service issues.
- Provide customers with documented systems support requirements, processes and procedures.
- Serve as the primary interface for vendor management issues.
- Define systems requirements for vendor support contracts.
- Work with the team to maintain team morale under a heavy workload environment.
- Set goals and review performance and development of team members.
- Consolidate multiple MRSS teams into one high performing team.
Platinum Business Critical Escalation Manager
Compaq (Digital)
Colorado Springs, Colorado
01.1996 - 01.2000
- Manage critical escalation procedures and inter-organizational communications for a customer who has purchased a Platinum support agreement with Compaq Services.
- Develop and write action plans, post incident reviews, status updates and quarterly reports to be delivered to the customer.
- Manage problem escalations through the corporate management chain.
- Responsible for fostering and maintaining strong partnerships with customers as well as with various internal organizations such as field support and engineering.
- Outside of managing Crisis calls, began managing critical calls to ensure proper end-to-end management of customer concerns/issues.
- Build numerous processes for customers to use to engage our services.
- Continue to maintain strong communication skills/processes with the customer base.
- Customer base included the MCI Nasdaq account for 3 years which was a dedicated team. I was a key contributor in the MCI Nasdaq EWN II contract and implementation.
MidRange System Support (MRSS) Manager
MCI
Colorado Springs, Colorado
01.1995 - 01.1996
- Manage 26 system administrators and Service Account Managers. Group responsibilities include system management of production, development, and test environments for 500+ systems spread over 50 call processing and call managing projects running VMS and Tru64 that generate over $7 billion a year in revenue.
- Represent the midrange organization to customers (development, test and production support organizations).
- Work with the customer’s management to resolve outstanding service issues.
- Provide customers with midrange support requirements.
- Serve as the primary interface for vendor management issues.
- Defined midrange requirements for vendor support contracts.
- Work with the team to maintain team morale under a heavy workload environment.
- Set goals and review performance of team members.
Team Lead
MCI
Colorado Springs, Colorado
01.1993 - 01.1995
- Given team of system managers from several different development groups and built a strong unified system management team, which managed 200+ systems, 9 application platforms running VMS.
- As team lead reported directly to senior management.
- Resolved personality conflicts within the team.
- Represented and resolved team issues with senior management.
- Communicated with customers and obtained their requirements.
- Identified and implemented appropriate business processes necessary to run the day-to-day business.
- As technical lead, defined procedures and standards for systems maintenance and production upgrades.
- Identified and prioritized the team’s workload.
- Provided input to the team members performance reviews.
System Administrator
MCI
Colorado Springs, Colorado
01.1989 - 01.1993
- Perform day-to-day systems management on more than 80 call processing development and test systems running VMS.
- Serve as final escalation for production problems on the call processing systems.
- Performed production upgrades on real-time 7x24 call processing systems at 4 locations across the U.S., which handle 50 million calls per day, $6 billion/year revenue.
- Obtained and reviewed vendor quotes for Network Control systems (NCS) averaging $20 million per year.
- Evaluated and recommended new software/hardware products for use in the call-processing network.
- Defined and automated the backup processes for development, test and production call processing systems.
- Reviewed and provided feedback on system and application design documents for calls processing systems.
Timeline
MidRange System Support Sr Manager
Verizon (fMCI)
01.2000 - 01.2022
Platinum Business Critical Escalation Manager
Compaq (Digital)
01.1996 - 01.2000
MidRange System Support (MRSS) Manager
MCI
01.1995 - 01.1996
Team Lead
MCI
01.1993 - 01.1995
System Administrator
MCI
01.1989 - 01.1993