Timothy Spicer
Ankeny,IA
Summary
Results-oriented Network Operations Manager with over 8 years of experience in the data center environment, including 2+ years specifically focused on managing network operations. Skilled in ensuring seamless connectivity and leading teams through complex system upgrades. Proven ability to efficiently resolve critical network issues, troubleshoot processes, adhere to SLAs, and provide effective team leadership.
Overview
15
15
years of professional experience
Work History
Network Operations Manager
HCLTech
07.2018 - Current
- Altoona Network Team maintaining above 97% SLA for 6 months straight
- Responsible for over 90% of all feature request for active HCL Network members, with over 60% implemented to various degrees
- Led successful network migration projects, minimizing disruptions to business operations during transitions.
- Championed the successful and ongoing implementation of key safe worker trainings, enhancing the organization''s overall goal of 'safety first'.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies and applications.
- Increased team productivity through effective management, training, and mentoring of Network Operations Center staff.
- Optimized resource allocation with thorough capacity planning and forecasting activities.
- Reduced downtime by proactively identifying and resolving network issues in a timely manner.
- Coordinated efforts between internal teams and external partners during complex troubleshooting scenarios, effectively addressing root causes to prevent recurrence.
- Established strong relationships with vendors and service providers to secure high-quality goods at competitive prices, optimizing budget allocation.
- Fostered a culture of continuous improvement within the Network Operations team through ongoing feedback loops and targeted skill development opportunities.
- Assisted in recruiting, hiring and training of team members: 60+ interviews, 35 new hires, with over 90% retention after 1 year.
- Maintained up-to-date documentation for all aspects of the network environment, facilitating knowledge transfer among team members and external support providers.
- Scheduled employees for 24/7/365 shifts, taking into account customer traffic and employee strengths.
- Held change management meetings to inform impacted staff of forthcoming network downtimes and alterations.
- Diagnosed and resolved hardware and software issues.
Break/Fix Technician - L2
Milestone Technologies
11.2016 - 07.2018
- Handle all frontend hardware/server repairs (50,000 servers)
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Handled sensitive hardware (potential user specific data) according to FB/ERAD guidelines, along with basic RMA of all other hardware
- Researched issues and communicated/partnered with local Meta DCO technicians
- Supported project management teams with expert technical advice, contributing to successful project completions with both HCLTech and Meta teams.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Networked with cross-functional teams and led to opportunity advance career aspirations within our local Edge Network Team
Assistant Account Manager
GCA Services Group
03.2010 - 05.2014
- Provided Managerial oversight to Custodial, Maintenance, and Grounds services in 8th largest school district in Michigan
- Managed client relationships, resulting in increased retention and loyalty.
- Assisted in the preparation of detailed reports for management review, highlighting key performance metrics related to account management activities
- Managed over 33 team members across 9 buildings
- Effectively led seasoned team of partner managers and account coordinators.
- Analyzed and reported on customer activity, business trends and areas of concern.
- Anticipated clients' needs by staying in touch on regular basis.
Education
Masters Program - Elementary Education
Wayne State University
12.2009
Police Academy - Michigan Law Enforcement
Washtenaw Community College
12.2006
Bachelor’s Degree - Criminology and Criminal Justice, Psychology Minor
Eastern Michigan University
04.2006
Skills
- Service level agreements
- Quality assurance
- Planning skills
- Problem solving and resolution
- Customer support
- Project leadership and scheduling
- Documentation and reporting
- Data center operations
- Incident management
- Time management
- Communication skills
- Organizational skills
- Network troubleshooting
- Server configuration
Timeline
Network Operations Manager
HCLTech
07.2018 - Current
Break/Fix Technician - L2
Milestone Technologies
11.2016 - 07.2018
Assistant Account Manager
GCA Services Group
03.2010 - 05.2014
Police Academy - Michigan Law Enforcement
Washtenaw Community College
Bachelor’s Degree - Criminology and Criminal Justice, Psychology Minor
Eastern Michigan University
Masters Program - Elementary Education
Wayne State University
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