Toni Milburn

About Toni Milburn

IT Service Delivery professional with 25 years of experience (16 years in management). A…

Experience

1. Technical Services Manager

   IBM

   Dec 1992 — Present

   Responsible for managing a global delivery team of IT technical resources who provides Storage Management support to critical Strategic Outsourced account(s). Involved in global transition, steady state/day to day support and special projects; Data backups and restores; Disk/SAN administration•Data backups and restores using such tools as Tivoli Storage Manager, Veritas Netbackup and Backup Exec, EMC Networker; allocate/provision storage using such products as IBM, EMC and HP; manage SAN and NAS•Serves as an escalation point for technical/personnel issues•Conduct interviews and staff the appropriate resources to meet the requirements of the project.•Perform daily individual coaching/mentoring and yearly assessments.•Work closely with the Account Team to understand the customer’s delivery requirements in an effort to maintain SLAs/SLOs and positive customer sat•Maintain department budget for salary and bonus plans, discretionary spending, travel, headcount/resource allocation, education and etc.•Create and manage project plans for special projects, drive issues to closure and foster a sense of ownership for end-to-end delivery.•Provide support for new engagements and base contract growth of existing customers.•Collaborate with other delivery teams to successfully implement and deploy quality Storage services.•Maintain an audit readiness posture through ITD SARM guidelines.Strong broad knowledge of Storage processes/procedures and technical knowledge of tools required to successfully perform the job and remain in compliance with audit requirements. Such examples are: SARM Guidelines, HW/SW Currency tool, Bocada monitoring, Standard Daily Backup Checklist, SAN//NAS Healthchecks, CIRATS, Problem/Change Management, RCA process, Engagement/Transition process, GD & IST models, etc.

Skills

• Microsoft Office
• Global Support
• Itil
• Hp
• Storage
• IT Management
• IT Service Management
• Change Management
• Leadership
• Backup & Recovery Systems
• Virtualization
• Storage Management
• Management
• Disaster Recovery
• Project Management
• San
• Data Center
• Storage Security
• Problem Solving
• Global Support
• Technical Support
• Storage Area Network (San)
• IT Strategy
• Integration
• People Management