PROFESSIONAL SUMMARY:

• ServiceNow\Microsoft\Unix\Network\Security\Configuration\Administration\Level 1 - 3 support, an expert in managing and configuration of highly robust platforms and networks, cloud systems\applications, with primary focus on total automation and scalable architectures with governance to manage long-term sustainability\predictability\reusability.
• 10 years of experience in holistic IT implementation and technical support process strategy, resource planning and execution of large enterprise codebases and scalable applications focused on interoperability with dynamic redundancy principles applied to critical platforms.
• Versatile expansive history of working in large teams collaborating on complex initiatives requiring detailed plans under ambiguous roles defining strategies that add optimal value without adding unnecessary resources or middleware\bottlenecks unless explicitly required.

PROFESSIONAL EXPERIENCE:

Confidential, Beaverton, Oregon

Site Reliability Engineer

Responsibilities:

• Served as an escalation point of contact for all production support engineers to gain required traction on all front-facing tickets.
• Led process improvements for Confidential ’s high visibility shoe launches program enabling resource reduction by cutting report generation times down from 3 days to several hours per week.
• Problem/Incident manager for global environment issues defining highly efficient workflows in ServiceNow for effective problem management saving well over 40 hours per week in resource allocations.
• Closely worked with global stakeholders on Confidential .com incidents and problems to assist in re-prioritizing business critical issues and reoccurring incidents that affect high visibility promotional products.
• Engaged key stakeholders and technical teams to define clearer objectives and socialize proposed processes between those involved with incident and problem management resolution.

Confidential, Beaverton, Oregon

Ops Engineer (ServiceNow Developer & Administrator)

Responsibilities:

• ServiceNow developer and change owner to a team of around 100 leads and directors empowering holistic change processes by engaging, planning, proposing and finally executing team changes in an effort to accelerate the release and quality control processes.
• Implemented global import process project to automate the population of CMDB data, automating complex relationships directly into ServiceNow across multiple CI tables saving in excess of quarter million dollars per year avoiding costly discovery options.
• Scripted a complex use case for accepting tickets via email from outside the Confidential network with restrictions based on role security and the ability to target fields in table by simply calling out the table name in the email without additional scripting, all on the fly.
• Scripted a reply email action that truncated excess email text starting at end of the last response for cleaner comments and work notes without all the running trail of email thread noise, which enabled more responsive escalations since tickets were clearer and easier to read.
• Served as primary change owner to the technical application services (TAS) team of around 100 lead engineers and directors empowering holistic change processes by engaging, planning, proposing and implementing changes accelerating the release cycles while maintain strict quality control processes set by Operations Director.
• Led several key external integration projects between third party applications enabling seamless automation by engaging automation team and gathering requirements and then proposing valid entry-points into the platform such as SOAP web services, which accepted more than 10K tickets without any issues.
• Initiated Confidential Platform Governance Project (Workflow Automation tool) to add predictable backend support processes for bringing this tool into critical path for Confidential financial automation improvement process, which required dependable support processes to underpin their operations.

Confidential, Beaverton, Oregon

IT Project Lead (Platform Manager)

Responsibilities:

• Implemented new process for with centralized license and billing database for all license activities enabling on the fly reporting for our annual chargeback process for changing back support fees, cutting generation time down to few hours to instead of weeks.
• Designed new processes for communication and software installations nearly automating the entire process, cutting support duties/requests related tickets by well over 50%, which allowed me to take on additional projects.
• Successfully upgraded several Windows Servers based systems without any incidents with minimal downtime by identifying possible issues early and mitigating any foreseeable and in some cases unforeseeable issues before they became show-stopping problems.
• Automated report generation by adding a ticketing system to the license request process allowing single click report generation of all the required user data and license type data used for final financial report used by accounting team.

Confidential, Aloha, Oregon

Network Sys Admin & Web UI Developer

Responsibilities:

• Consulted new clients on business facing application development for leading Web CMS platforms such as Joomla and WordPress.
• Implemented Exchange Server 2010 for all company domains allowing multiple domain names to be used for each user for example, directing all mail to one email box for ease.
• Configured Public DNS server with a static IP addresses for public web server and an additional public IP address for Exchange server and Outlook Web Access over Internet.
• Built a custom integration layer between WordPress (CMS) and Vanilla Forums for seamless login authentication allowing users to log into WordPress and Vanilla with one set of credentials (WP Vanilla Connect avail in WP plugin directory).

Confidential, Portland, Oregon

Network Engineer

Responsibilities:

• Led complete physical-to-virtual system migration using state of the art virtualization software, which increased deployment capability by well over 500% by reducing server build times from 5+ hours to less than five minutes for some platforms.
• Planned system migration and reconfiguration for Microsoft Exchange 2003 system to Exchange 2007 (latest at that time) as lead engineer and project manager also performing the re-provisioning of new router rules without any server or network downtime and no interruption to staff.
• Planned, proposed and deployed secured private student computer lab (as a child domain for students) with limited access to agency data/resources providing solid security, but allowing shared resources between lab and corporate network at the same time.
• Completely replaced login system, cutting login times from minutes to seconds off-peak, and less than a minute during peak times, also created organizational units, group polices, and security groups to complete the login system without third party software.

PC\NETWORK SUPPORT SPECIALIST

Confidential

Responsibilities:

• Provisioned new phone extensions, voicemail boxes, fax lines, and DID’s, as well as adding new phones and troubleshooting or replacing non-working units.
• Managed over 50 network switches throughout five offices ensuring all client systems were constantly in connection with network resources and headquarters.
• Integrated SharePoint 2007 Helpdesk, setup IIS webserver for access to SharePoint sites over Internet and configured DNS and router NAT rules for simple URL’s e.g. helpdesk.example.com.

WEB\GRAPHIC DESIGNER & PROJECT MANAGER

Confidential

Responsibilities:

• Led site conversion from older static ASP to database driven content management solution built on PHP with LDAP enabled user authentication, streamlined content generation for news & job postings, and support for unlimited authors and editors. Worked with key decision makers to implement new site design enabling greater online reach with a renewed online presence and logo, and boosting staff moral and pride.
• Project manager for website overhaul building on top of leading content management platform for streamlined content generation for over 70 programs, including human resource job postings, general public announcements and building closures, marketing facilities for rental and client success stories.
• Migrated third party hosting to an in-house setup, consolidating our budget items and providing greater up time for our website, also built new dedicated server thereby lowering monthly operating expenses.