Thomas Viola

About Thomas Viola

President of Middletown Village Civic Association: 20••••16 Vice-President of…

Experience

1. Incident Manager Problem Manager Production Support (Engineer 3)

   Comcast

   Jun 2015 — Present · Philadelphia, PA, US

   Coordinate and facilitate activities across multiple teams to develop a plan for the support model for CDVR (Cloud DVR) trials. This may involve developing new process and/or adapt/refine existing processes. • Lead triage issues for Cloud TV, during the various Technical and Market Trials. • Facilitate Regional Market Launch War Rooms and New Market testing support• Working with Production Support team, Business Operations, Technical Operations, Release Management, Market Trial team and development teams to develop and implement processes that would streamline Incident Management for X1 Platform / Cloud TV / Web and Mobile Applications• Manage Sev1/2/3 Production Incidents to resolution • Facilitate and Lead Root Cause Analysis / After Action Reviews and Executive Summary• Define, Collect and Publish key performance metrics for Incident Management as well as support for new product/platform rollouts• Identify requirements for tools, techniques and best practices that could be used to automate key processes, accelerate isolation of root causes, minimizes blind spots and provides management line of sight to status of the issues.• Actively work to resolve issues/incidents based on priorities by facilitating discussions and troubleshooting across multiple operations and development organizations• Utilize support tools: Splunk, pulling logs from the STB (Set Top Box), CDVR (Cloud DVR) Scheduler, Recording Manager, and scripting tools like PERL, Python and Sql.

Education

• Holy Ghost Prep.

  H.S. Diploma

  1984 — 1988

• Bucks County Community College

  Technical Certificate, Unix Systems Administration

  1999 — 2000

• DPT Business School, Philadelphia

  Technical Diploma, System Architecture / Business Management

  1996 — 1997

Skills

• Unix
• Itil
• Analysis
• Requirements Analysis
• Cloud Computing
• Release Management
• Disaster Recovery
• Requirements Gathering
• Security
• Enterprise Architecture
• Leadership
• IT Management
• Troubleshooting
• Vendor Management
• Data Center
• Software Documentation
• Sdlc
• Root Cause Analysis
• Business Analysis
• Program Management
• IT Operations
• IT Service Management
• Change Management
• System Administration
• Agile Methodologies
• Management
• Software Development Life Cycle (Sdlc)
• Offshore Resource Management
• Business Continuity
• Production Support
• Process Improvement
• Integration
• Risk Management
• Project Management
• Resource Management
• Incident Management
• IT Strategy
• Sql
• Visio