Dwayne West

About Dwayne West

Seasoned IT and telecom specialist with over 15 years of experience resolving technical…

Experience

1. Enterprise Operations Analyst Ii

   Cox Automotive Inc.

   Oct 2020 — Present · US

   Supervised infrastructure operations monitoring and alerting, coordinated batch scheduling, and led incident management activities to ensure business continuity in a 24x7x365 environment.• Oversaw day to day incident and event management in alignment with ITIL best practices, ensuring SLA compliance and proper escalation handling.• Leveraged strong analytical skills to troubleshoot complex infrastructure issues, reducing incident response times and minimizing business impact.• Scheduled staff, managed workloads and set coverage to ensure service availability.• Led cross-team collaboration efforts to streamline operational workflows and enhance incident lifecycle processes, resulting in 25% reduction in resolution time and improved service delivery across departments.• Provided training, coaching and performance guidance to onshore analysts and offshore contractors, ensuring consistent performance expectations and SOP adherence.• Coordinated communication between technical teams, stakeholders, and leadership during major outages to maintain transparency and confidence.• Created and enforced documentation standards, supporting knowledge management and onboarding efforts.• Demonstrated adaptability by effectively managing shifting priorities in a dynamic, fast-paced environment, while upholding rigorous standards of operational excellence.

Education

• Saint Leo University

  Attended Saint Leo University, Information Technology

  2017 — 2019

Skills

• Lan-Wan
• Firewalls
• Switches
• Computer Network Operations
• Network Design
• Active Directory
• Ccna
• Voice Over Ip (Voip)
• Networking
• Wireless Technologies
• Ip
• Cisco Nexus
• Voip
• Cisco Technologies
• Dns
• Telecommunications
• Enterprise Software
• Management
• Routers