SHAWN TIQUI

Network Operations:

Managed a team of 18 technical engineers 24/7 globally to support system outages. This team is responsible for troubleshooting complex network issues, incident response efforts, efficiently resolving breaches, and minimizing downtime.

• Participated in managing outages to resolution and tracked takeaways for future prevention.
• Managed team to implement changes to fix network systems.
• Monitored network health using diagnostic tools promptly addressing any trends or anomalies detected.
• Optimized firewall configurations, enhancing their overall network security and threat prevention capabilities.
• Managed various network support projects including failover testing of data and voice circuits and hardware failover to ensure redundancy.
• Responsible for tracking software and hardware life cycles of network equipment and creating project and implementation plans where upgrades were needed.
• Provided detailed information on hardware and software products so that appropriate stakeholders could make suitable purchasing decisions.
• Oversaw weekly training IT calls from different organizations for Sr. Engineers to share their knowledge.
• Enhanced communication between departments by developing and implementing outage paging notifications.
• Produced detailed and relevant reports in support of department KPI's.
• Coordinated business continuity planning efforts to ensure minimal downtime during unexpected events or crises.
• Managed vendor relationships to negotiate contracts, procure equipment, receive timely technical support, and adherence to service level agreements.

IT Change Management:

Oversaw IT change management efforts to support implementation of critical initiatives. Managed a team of change management engineers globally responsible for total quality of change implementation.

• Evaluated success of change initiatives post-implementation making necessary adjustments to improve future outcomes.
• Collaborated with IT implementation teams to better prepare for changes and reduced change outages from 25% annually to 5%.
• Produced detailed and relevant reports in support of department KPI's.
• Implemented change outage reviews for all changes that caused service interruption to determine if additional controls needed to be in place.
• Reduced resistance to change process by providing comprehensive training programs and support resources for employees.
• Determined key elements in outages were poorly defined user acceptance testing and changed the process for better change success.
• Collaborated with stakeholders to assess risks, identify opportunities, and develop customized change management solutions.

Managed a remote team of implementation engineers in support of the Application Delivery Controller (ADC-Netscaler) environment.

• Managed a team of engineers in high demand with expertise in designing, building, supporting, and troubleshooting large-scale networks with layers 4-7 (Citrix Netscalers) being the primary focus for 8 years.
• Responded to managed incidents (outages) and have team engaged to triage issues and restore service as quickly as possible.
• Managed the project to build out and support the implementation of the F5 Big IP Application Security Manager (ASM) solution in Verizon.
• Owned the processing, renewal, and maintenance of over 4k SSL Certificate renewals
• Mitigated security threats through code upgrades.
• Managed the mitigation of lower TLS, SSLv3, and RC4 protocols
• Ensured projects are staffed effectively and met standards.
• Extremely conscientious in balancing priorities and resources while meeting all expectations and staying within budget
• Managed multimillion-dollar budgets and purchases with CITRIX, AVI, and F5

Manager of top-performing Tier II engineers who were responsible for troubleshooting complex outages and break fix escalations.

• Responsible for all Application Delivery Controller (ADC), Firewall Security, Consolidated Internet Connections, VPN, and Vendor Extranet availability.
• Oversaw technically challenging escalated issues and ensured appropriate controls were in place to meet customer expectations.
• Responsible for managing and implementing OS upgrades on ADC devices.
• Provided daily and weekly performance reports of critical facility latency and utilization trending and analysis.
• Facilitated quarterly vendor reviews to ensure goals and expectations are understood and met.
• Leveraged strong communication skills to convey complex information clearly during customer interactions, improving client understanding of resolutions provided.
• Monitored hardware, software, and peripheral performance against organizational expectations.

Responsible for technical support operations in a high-volume, 24x7 environment, including supervision of a 20+ member technical support team

• Oversaw network connectivity, implementation, integration, and troubleshooting for routers, switches, firewalls, remote access, and extranet connections.
• Managed outage conference calls to maximize technical participants and reduce mean time to restore.
• Created documentation to outline the procedural flow of vendor and support group escalations.
• Improved internal paging process to ensure all management was informed of outages.
• Established appropriate ticket documentation controls using templates to document the resolution of issues in the ticket tracking system.