DAMIAN FARRIER

Woodstock, GA 30189 (678) 361-0712 damianfarrier@yahoo.com

Dynamic, versatile manager with 20+ years experience in all aspects of Information Technology and
proven track record of consistently leading teams to meet aggressive company goals. Exceptional
operations and infrastructure management skills combined with proven ability in technical
troubleshooting and customer service delivery. Outstanding strategist distinguished for major operating
systems abilities and commercial and custom-built applications. Expert at implementing processes that
improve efficiency and management of external and internal client networks.
AREAS OF EXPERTISE
SLA Targets Productivity Enhancements Network Management Project Management
Resource Planning Vendor Management Change Implementation Quality Control Problem
Determination & Resolution Customer LAN/WAN Specialist Hardware & Software Configurations
Security Management Audit Compliance Cisco Router/Switch Configuration & Support
PROFESSIONAL EXPERIENCE
IBM GLOBAL SERVICES, Atlanta, GA 1997-Present
Incident Manager, Atlanta, GA 2006-Present
Provide cross-functional leadership during incidents to ensure rapid recovery and coordinate service
restore activities across multiple competencies and service lines, by interfacing with all stakeholders.
Identify trends and potential problems to prevent incidents from occurring and minimize the impact
of unpreventable incidents.
Engage in problem resolution of complex problems relating to product or service installation,
hardware or software issues, operations, performance, or other aspects of information technology
products and services related to the individual customers environment.
Liaison for executives, customers, and other stakeholders who require pro-active communications
during problem or change management and other critical account issues.
Utilized expertise to directly influence other company teams, resulting in a Mean Time to Repair
(MTTR) for Severity 1s reduction from four hours to two hours in 2014.
Key Accomplishments:
Provide quality verbal and written communications, resulting in increased customer satisfaction and
recognition as a leader in Incident Management.
Led several training efforts to increase personal and team capabilities, resulting in a decrease in
weekly complaints from 25+ to fewer than five.
Received positive feedback from end users and upper management impressed with the level of
commitment and improved communication as the key contact to resolve Malware issues.
Network Operation Manager, Atlanta, GA, Lexington, KY, and Poughkeepsie, NY 2004-2006
Managed three Data Centers, with a total of 63 direct reports supporting over 50 business accounts.
Provided 24x7 LAN/WAN/Host System support for IBM Global Services internal and commercial
customers within the Network Support Team.
Met and exceeded Customers Service Level Agreements (SLAs) through effectively managing and
scheduling resources to provide 24x7 support.
Managed business controls and produced acceptable audit results by passing several audits
throughout the year.
Key Accomplishments:
Saved $837K in labor costs from Data Centers by underrunning interlock and reducing staff, pagers,
and cell phones.
Improved delivery across business structures by teaming with peers and support groups to minimize
customers SLA and repair time impact and maximize customer loyalty.
Supplied 99% agreed network availability numbers for Equifax in 2005.

Damian Farrier 2

Achieved complete customer satisfaction by working with Project Executives to plan future growth
and ensuring customer needs and contractual obligations were met.
Increased staff productivity 35% by conducting performance and development reviews, establishing
achievable goals, and creating Performance Management Plans for poor performers.

Network Manager, Alpharetta, GA 2000-2004

Supervised and delivered 24x7 LAN/WAN/Host System support for Equifax/Choicepoint internal
and commercial customers within the 32-person Network Support Team.
Collaborated with the engagement and transition teams for successful conversion of new customer
network services.
Coordinated with other departments while keeping customers apprised of possible issues
surrounding planned outages and maintenance work.
Partnered with teams and management from Equifax/Choicepoint and IBM to ensure
documentation, updated procedures, problem management and escalation processes followed.
Key Accomplishments:
Created a new department dedicated to managing the Equifax/Choicepoint customers IP network,
allowing for cost savings through the reduction of four personnel.
Maintained the scope of quality while reducing staff and lowering department costs in order to meet
financial challenges.
Sustained an average SLA of 99.998% network availability numbers for Equifax in 2004.
Network Analyst/ Team Lead, Alpharetta, GA 1998-2000
Lead a team of 20 staff members who provided 24x7 monitoring, system support, and after hours
help desk coverage for the Equifax/Choicepoint network.
Developed System Availability and Inventory reports for IBM Transition Management team for the
Georgia Data Center in order to meet contract deliverables for the Equifax account.
Coordinated with Facilities and Change Management, infrastructure changes and maintenance, while
keeping customers apprised of possible issues surrounding planned outages and maintenance work.
Established regular communications to review root cause of incidents to ensure Operations Incident
Reports were properly assigned and addressed by support person before final sign off.
Key Accomplishments:
Authored first level support documentation that aided teams productivity and service delivery.
Created Online Uptime and Critical Network Outages reports used for identifying and eliminating
root cause, and implementing effective customer satisfaction strategies.
Project managed the Network Security Gap Closure, developing and implementing an enterprisewide access request, review, and revalidation process for all Equifax/Choicepoint network support.

Previous positions include Network Operations in Alpharetta, GA.

EDUCATION

The George Washington University, Washington, DC, Master Certificate, Project Management,
December 2002
University of South Florida, Tampa, FL, Bachelor of Administration, Information Systems
Management, June 1995
PROFESSIONAL DEVELOPMENT

Certified Informations Systems Security Professional (CISSP), International Information Systems

Security Certification Consortium (ISC)2, April 2014
Certified Project Management Professional, Project Management Institute (PMI), March 2012