Richard Fraker

• Define processes and create improvement strategies in the development of a multi-tiered support team and the Incident Response process for a global FinTech startup
• Lead a team of globally distributed Incident Response Specialists and Engineers responsible for incident, problem, change, and configuration management processes, ensuring adherence to ITIL standards and best practices
• Implemented ITSM tools and frameworks to streamline service delivery, resulting in an 85% reduction in incident resolution time and improved customer satisfaction
• Collaborated with cross-functional teams to develop and maintain service catalogs, SLAs, and KPIs, enabling better service alignment with business objectives
• Provide technical leadership and training to team members
• Oversee the creation and maintaining of technical Knowledge Base
• Manage communications with internal stakeholders and third parties as well as business partners in the execution of support strategies
• Create and analyze reports to identify trends within operations and collaborate with technical teams in the development of solutions to reduce potential impact while meeting and exceeding identified key measurements.

• Responsible for the 24 x 7 second level support of Delta internal and external web systems and applications
• Highly versed in the support of systems across multiple platforms and operating systems, including HP-UX, Linux and Sun operating systems, Java, and JBoss as well as web systems including Apache, SJSWS, WebSphere and IIS
• Manage the Verisign SSL certificate renewal and installation process for internal and external web systems
• Expert level knowledge in various system and application monitoring and reporting tools, including Datadog, SiteScope and Dynatrace
• Performed root cause analysis of problems, documented faults in tracking system and generated daily reports
• Manage the building and continual review and update of the over 2000 Operations Guides
• Manage the Knowledge Management documentation process for use by support teams for all new and existing applications and systems running within the Delta infrastructure.

• Lead in the implementation, and maintenance of over 200 web-based applications, ensuring high availability, performance, and security
• Direct web related projects in a senior technical capacity, defining strategies and processes
• Administer servers, managing configurations, updates, and security patches for optimal server performance
• Collaborate with cross-functional teams to troubleshoot and resolve complex technical issues related to web applications, network connectivity, and server infrastructure
• Extensive experience with TCP/IP and managed DNS mapping for internal and external sites
• Performed root cause analysis of problems, documented faults in tracking system and generated daily reports.

• Responsible for development, implementation and ongoing support of VXML client systems serving a national customer base
• Client liaison regarding support and operations issues
• Project Lead in multiple tasks, including system wide upgrade of on site client systems, adding redundancy and improving processing
• Perform root cause analysis in issue identification and resolution
• Manage development, QA testing and implementation of new products and applications
• Prepare and direct training to various internal groups on support and operation of systems.
• Established and managed change management processes to fulfill successful project transitions

• Managed staff of analysts in second level support of applications running on www.autotrader.com web site within a Solaris and Linux environment
• Define policy and procedures for the new department, outlining Service Level Agreements as well as developing training programs
• Oversaw implementation and configuration of OpenView monitoring tool, including definition of application and system monitors
• Manage implementation of all new releases as well enhancements
• Directed 24x7 support of systems and applications, leading in resolution and root cause analysis
• Senior level technical advisor in support of web applications.

• Assigned to Systems Operations group, with oversight of Internet, web based applications running on Delta web site, www.delta.com
• Developing, managing, and tracking IT projects, from inception to implementation and support transition to production
• Coordinated efforts in the installation of systems and applications as well as ongoing support
• Member of Delta Change Review Board, representing Mid Tier Engineering in UNIX system and application changes.
• Defined responsibilities, duties and roles of each team member
• Observed progress of each project, examined risks and coordinated contingency plans

Support Manager, Level II

• Managed second level support operation for web-based Internet financial applications used by S1's world wide clients
• Responsible for definition and execution of support strategy, as well as providing second level support to S1 clients
• Senior level technical advisor for client applications.

Operations Manager

• Responsible for 24x7 data center operation running Internet banking applications for leading financial institutions
• Managed production job scheduling and execution
• Administered personnel policies and procedures according to company and center guidelines Responsible for the development of the Data Center disaster recovery plan
• Project Lead in the build and site relocation of Data Center systems and operations
• Performed capacity planning, financial management, administration and planning of tasks

Senior Systems Administrator

• Responsible for operation of UNIX based operating systems running Internet banking applications for major banking institutions
• Scripting experience within shells KSH, CSH and BASH as well as , Perl and Python
• Installation of systems backup tools and managed daily, weekly and monthly archiving as well as retrieval process
• Experience in HP-UX, Linux and Solaris.