Aaron Richards Email & Phone Number

Blawnox Pa

• Responsible for Strategic and Operational Planning as well as Goal Establishment and creation of Key Performance Indicators to measure success• Demonstrates and supports WFS mission and core values of transformation, empathy, excellence, innovation and inspiration• Exhibits knowledge of the agency, organizational and program-level policies and procedures, and operation of Shared Service functions• Ability to work both independently and collaboratively and uphold accountability• Ability to lead teams and direct reports• Ability to lead reflecting professional humility and resulting in mission advancement• Ability to gather, collate and analyze data and come to valid conclusion• Ability to build coalitions, achieve buy-in and drive projects to completion• Ability to establish and maintain effective relationships with fellow Directors and other leaders in the organization • Exhibits ethical business behavior and maintains confidentiality of information and compliance as required by WFS policy• Ability to exhibit cultural sensitivity and to contribute to a work environment where diversity is welcomed and supported.• Ability to keep key stakeholders apprised of status of strategic initiatives and projects.• Ability to develop/align project goals with those of the agency and evaluate work accomplishments• Demonstrates group presentation skills and conducts productive meetings• Ability to effectively communicate with multiple levels of the agency, both verbally and in writing• Implemented IT Change Management via ServiceNow

Blawnox Pa

• Managed/supported all company software except for Electronic Medical Records System• In charge of ensuring my team meets key performance goals such as Service Levels• Worked on setting up new ITIL based process via ServiceNow• Provided regular updates to Executive Staff• Provided Company key Metrics for executive staff and board members• Implemented a Knowledge base system used by various departments• Provided proactive and reactive support for reoccurring incidents• Worked on complex integrations between systems• Created SQL Database Backup policies• Rewrote code/SQL for optimizations• Altered code to better utilize/call database resources• Worked on company’s top projects to ensure integration into other system• Managed a support team of both local and remote employees

Harmar Pa

• Develop an in-depth knowledge of the company’s systems for advanced support• Participated in the selection and implementation of key systems after company merger• Performed Data conversion for old company’s information into new systems• Built new Company Reporting Dashboard to provide key metrics across various applications both local and in the cloud• Worked with Infrastructure team to deploy new hardware• Provide training to new hires• Debugged/Created various integrations used between systems• Worked with business users to document requirements for integrations and systems needed

• Managed multiple functional areas within the IT Operation department • IT Operations Center • Advanced Support Team • Problem Management• Directly managed 19 local and remote employees• In charge of ensuring my team meets key performance goals such as Service Levels• Worked on setting up new ITIL based process for EDMC as part of a committee • Change Management • Problem Management • Incident Management • Release Management• Wrote and owned EDMC Problem Management process • Provided regular updates to key staff • Setup communications for company resources that would be needed to resolve the problems • Provided metrics to IT Management on progress • Added in research of Major Problems and developed workaround and permanent solutions to lessen the impact on our staff • Provided proactive and reactive support for reoccurring incidents• Held a seat on the Change Advisory Board • Reviewed changes for required documentation • Approved changes for deployment • Ensured that items where communicated to other teams they may be impacted.• Worked on complex integrations between systems • Worked on implementation of ServiceNow• Provided ServiceNow Administration/Development• Provided 3rd level IT support for our critical systems• Was part of Incident Manager afterhours process • Was responsible for finding IT resources needed for Major Incidents and ensuring they were working for a solution • Provided hourly updates to IT Management• Worked with the DBA’s to correct Database performance issues • Rewrote SQL for optimizations • Added indexes • Altered code to better utilize/call database resources• Worked with my staff to correct issues/defects in various code (SQL, .Net, C, C#, Perl, etc.)• Worked with IT teams to implemented coding standards• Worked on company’s top projects to ensure integration into other systems

Pittsburgh, Pa

• Develop an in-depth knowledge of the EDMC systems for advanced support• Worked on solutions for level 2/3 support issues• Provide training to new level 2 IT and new support center staff• Debugged various EDMC systems which ranged in programming and technology types• • OS – (Linux, Unix, OSX, and Windows)• • Code - (SQL, .Net, C, C#, Perl, etc.)• Provided developers with information for where issues with the code had been found and ways to resolve• Worked on setting up new databases and applications for new startup schools• Supported the company’s Intranet (ASP)• Was part of the Level 2/3 after hours support

Pittsburgh, Pa

• Develop an understanding of the EDMC structure for first level support and routing issues to next level. • Provided user support via phone and email to staff• Troubleshoot various issue including software errors, hardware issues and network connections.• Worked on documentation for Support Center Staff• Complete User Account Request’s for adding, modifying and removing access.• Complete special projects as assigned.• Investigate and resolve escalated user issues as needed.• Provide training to new support staff on support center operations.• Share in on-call rotation with Support Supervisors to provide after hours user support.• Assist the Audit and Security teams with researching audit and compliance issues.• Complete weekly termination lists and investigate any issues.• Work with other departments within EDMC to resolve issues with account requests.

Pittsburgh, Pa

In this role i was a general IT support consultant and preformed general tasks such as:• Software upgrades• Hardware support• General data processing• Help desk support