21 Snowdrop Crescent • Kitchener, ON, N2E4C1 • •
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Nate Bean

Nate Bean Resume
Published on: Mar 3, 2016
Published in: Technology      

Transcripts - Nate Bean

  • 1. NATE BEAN 21 Snowdrop Crescent • Kitchener, ON, N2E4C1 • • 519.572.9375 IT Process Manager with extensive experience in incident, problem, change, release, configuration, and service level management. Demonstrated ability to design, implement, and enforce policies and processes from conception to maturity, while maintaining a strong focus on customer service. ITIL certified. T E C H N IC A L E X P E R T I S E Hardware Desktop PCs, laptops, IBM / HP blade servers, HP Proliant (G1 / 2 / 3 / 4, 360, 380, 560, 580) servers, Cisco Catalyst Switches, Mac PPC / Intel desktop computers, SOHO networking equipment, HP / Cannon printers and photocopiers, HP XP1024 / XP24000 Software Microsoft Windows (9x / ME / 2000 Professional / 2000 Server / XP / 2003 Server / Vista), Microsoft Exchange, UNIX, HP Openview, DNS, Microsoft Operations Manager (MOM),System Center Operations Manager 2007, Linux, Cisco IOS, Mac OSX, Internet browsers (Internet Explorer / Firefox / Safari / Netscape / Opera), Microsoft Active Directory, Livelink, Adobe (Photoshop / Dreamweaver / Fireworks / Acrobat Professional), BMC Remedy, Microsoft Office Suite, BlackBerry Desktop Manager, Business Objects XI, BlackBerry Device Software, Big Brother, DHCP, eHealth, NetQos (RA / SA / Gigastore / NV), CA Wily, Solidcore, ADM, EMC Smarts, Networking TCP/IP, VoIP, QoS, packet routing, firewall administration, Brocade Fabric Certifications MCSE Windows 2000, ITIL (v2 Foundations, v3 Foundations, v2 Practitioner Support and Restore, v2 Practitioner Release and Control), Business Objects XI (levels 1 / 2 / 3) PROFESSIONAL EXPERIENCE MANAGER, ENTERPRISE SYSTEMS MANAGEMENT, RESEARCH IN MOTION (RIM), 2010 – PRESENT Waterloo, Ontario Research In Motion (RIM) is a leading designer, manufacturer, and marketer of innovative wireless solutions for the worldwide mobile communications market. The RIM portfolio of products includes the BlackBerry smartphone. Hired as the Manager, Enterprise Systems Management with a mandate to provide enterprise class monitoring solutions RIM corporate infrastructure. Responsible for managing a team of nine Enterprise Systems Management (ESM) Administrators/Specialists located in Waterloo ON. My team is responsible for providing monitoring solutions for all RIM corporate infrastructure. Managed a team responsible for fault monitoring, performance monitoring (OS, Application and Network) and Application monitoring (Wily). Responsible for managing a budget of 3.5 – 5.0 Million Dollars and working with vendors on Professional Services Engagements and project related contracts. Formalized an engagement process for ESM and began measuring performance of the team for continuous improvement. Began working to shrink OPEX and CAPEX spend by optimizing our current services and looking for areas to automate tasks that were deemed repetitive. Continued…
  • 2. NATE BEAN Page Two Notable Achievements ♦ Formalized Engagement Process ♦ Initiated measurement process for performance for my employees. MANAGER, GLOBAL IT INCIDENT MANAGEMENT, RESEARCH IN MOTION (RIM), 2007 – PRESENT Waterloo, Ontario Research In Motion (RIM) is a leading designer, manufacturer, and marketer of innovative wireless solutions for the worldwide mobile communications market. The RIM portfolio of products includes the BlackBerry smartphone. Hired as the Manager, Global IT Incident Management with a mandate to lead a 24x7 team of Incident Coordinators focused on providing IT support for all RIM corporate infrastructure. Responsible for managing a team of eight Incident Coordinators located in Waterloo ON and mandated to build a parallel team in Slough, UK in the next calendar year. My team is responsible for all incident management activities, including actively monitoring the corporate infrastructure, logging and prioritizing IT tickets, and communicating service outages to end users and executive management. Formalized an Incident Management Process and created all associated documentation, including ISO compliant process diagrams and policies. Oversee and provide training to all global corporate sites on the incident management process and related procedures. Define and measure Key Performance Indicators (KPIs) and Critical Success Factors (CSFs). Standing member of a cross functional NOC management meeting for all key support groups operating out of the NOC. Responsible for defining requirements for Incident Management in many strategic initiatives and projects. Notable Achievements ♦ Created a 24x7 Incident Command Team ♦ Initiated an awareness/training campaign for all global sites on the Incident Management Process IT PROBLEM MANAGER, RESEARCH IN MOTION (RIM), 2005 – 2007 Waterloo, Ontario Hired as IT Problem Coordinator and then promoted to IT Problem Manager with a mandate to build and manage a team of IT Problem and Incident Coordinators. Established and participated in an on-call rotation for the Coordinators. Responsible for all aspects of IT problem and incident management, including formalizing the IT problem and incident management processes and delivering training on engaging these processes. Supported the business needs of multiple contact centers and approximately 8,000 users worldwide. Responsible for risk and crisis management. Oversaw executive notification during major incidents and participated in Severity 1 level meetings. Responsible for engaging the information security team for all security incidents and participated in the Security Incident Response Team (SIRT standing member). Defined and measured Key Performance Indicators (KPIs) under the ITIL framework and developed documentation and processes that successfully passed ISO audits and met SOX requirements. Automated the major problem review process (from MS Word to BMC Remedy) and performed root cause analysis for problem management issues. Notable Achievements ♦ Created and owned incident and problem management processes that are ISO approved and meet SOX requirements ♦ Coordinated testing and implementation for Daylight Saving Time (DST) 2007 ♦ Formalized IT support for the Europe and Asia-Pacific regions to use a single point of contact in Waterloo (IT Service Desk)
  • 3. NATE BEAN Page Two ♦ Supported a 30% increase in the throughput of IT support and service requests in 2007 BLACKBERRY CHANGE COORDINATOR, RESEARCH IN MOTION (RIM), 2004 – 2005 Waterloo, Ontario Responsible for scheduling and approving all BlackBerry Infrastructure maintenance for the BlackBerry service in the North America and Asia-Pacific regions. Chaired weekly Change Advisory Board (CAB) meetings. Produced weekly executive change reports for the corporate executive management (RIM executive officers). Suggested and implemented improvements to the change management process. Notable Achievements ♦ Participated in the selection and migration of tools for the change management process (BMC Remedy) ♦ Automated the Forward Schedule of Change (FSC) report ♦ Established an on-call rotation for the Emergency Change Advisory Board (ECAB) BLACKBERRY NOTIFICATIONS OPERATOR, RESEARCH IN MOTION (RIM), 2003 – 2004 Waterloo, Ontario Responsible for sending outage notifications to carriers and strategic partners for the global BlackBerry service. Acted as the single point of contact for related inquiries from these groups. Assisted in the monitoring and maintenance of the BlackBerry Infrastructure at the BlackBerry Network Operations Center (NOC). Suggested improvements to the change and incident management processes. Worked rotating 12-hour continental shifts (4 days on, 4 days off). Notable Achievements ♦ Participated in the transition from email-based communications to automated tool-based (ticketing) communications ♦ Instituted a shift reporting system for all BlackBerry Notification Operators SYSTEM ADMINISTRATOR, INTELLITACTICS, 2002 – 2003 Kitchener, Ontario Intellitactics provides enterprise security management solutions for companies seeking proactive security operations to strengthen enterprise defenses. Responsible for supporting 100+ PCs and users. Supported an international team of remote sales users (North America). Responsible for monitoring and resolving all networking related issues (including the networks, cabling, phones, servers, web, mail, databases, file servers, and domains). Provided on-call support. Notable Achievements ♦ Built the IT service department from the ground up ♦ Introduced a change management process, including change windows, and issued all communications surrounding major changes ♦ Responsible for purchasing all IT hardware, software, and documentation
  • 4. NATE BEAN Page Two ♦ Standardized corporate issue laptop software EDUCATION & TRAINING Conestoga College IT Diploma, 2001 – Conestoga College - Kitchener, Ontario Ontario Secondary School Diploma, 1998 – Cameron Heights Collegiate Institute - Kitchener, Ontario Professional Development MCSE Windows 2000 Certification (Metafore) ITIL Version 2 and 3 Foundations Certificate (Pink Elephant) ITIL Version 2 Practitioner Support and Restore Certificate (Pink Elephant) ITIL Version 2 Practitioner Release and Control Certificate (Pink Elephant) Business Objects Level I, II, III Certifications (Polar Bear) Leading High-Performance Teams (Franklin Covey) Situational Leadership II (Franklin Covey) Conflict Management (Franklin Covey)

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