Adam Royce Email & Phone Number

New Hampshire, United States

Provide technical leadership and support as the tier three escalation point for all teams. Called on to troubleshoot and resolve the most difficult and complicated issues. Maintain relationships with development, hardware infrastructure, networking and operations teams. Research and define technology solutions for the enterprise.Major AccomplishmentsTier 3 support for all Windows and Ubuntu Linux Systems.Designed and proposed a transition plan to SQL Server Always On Availability Groups for Central Gaming System (CGS) database replication. This allowed full system failover in seconds rather than hours and drastically reduced operator error during failovers. This model has now become the standard for platforms running SQL Server across the company.Implemented the Imperva Cloud WAF in front of > 300 production websites and APIs.Researched and implemented an ‘active-active’ solution to geographically balance web traffic across multiple datacenters using Imperva WAF. This solution improved system performance and throughput.Overhauled the production mail solution responsible for sending up to 1,000,000 emails daily. Implemented DKIM and DMARC for over a dozen domains. Drove the adoption of CAN-SPAM and other best practices for sent mail.

New Hampshire, United States

Led the tier two support teams. Responsible for installing, configuring, and supporting Scientific Games Lottery systems and solutions. Involved in new system design and implementation. Researched new products and solutions to improve system stability and security.Major Accomplishments Tier 2/3 support for all Windows and Ubuntu Linux systems. Identified as a key resource for support and system architecture. Audited numerous systems identifying problematic designs and configurations. Provided alternative solutions that would improve system stability and performance. Provided solutions for problems ranging from complete system outages to overall architectural design.Designed and implemented a system architecture that would allow new customers of the instant ticket warehouse platform to be live in under 30 days, reducing the previous requirements of 6 months or more. This also allowed for multi-tenant use of hardware, reducing hardware and implementation costs.Proposed and completed a company-wide Linux OS conversion and consolidation project. Converted Linux systems running RHEL, CentOS, Debian, and old versions of Ubuntu onto Ubuntu 16. This simplified support requirements allowing staff and solutions to be more effective across multiple systems. Worked with development and test teams to convert applications and test protocols to the new OS architecture.Implemented a patching solution for Windows and Ubuntu using WSUS and APT mirrors. Allowed for patching systems across 15 data centers and included Ubuntu major version upgrade capabilities.Documented new systems including builds, configurations, and operational procedures. Trained new and existing staff on new procedures and processes.

New Hampshire, United States

Please see Manager II, System Implementations and Support entry.

New Hampshire, United States

Senior position that required acting as Operations Support Lead on major system implementation projects. This included leading decision making on server architecture design, steering software decisions, organizing support functions and responsibilities, and managing system activities and functions the night of the project go live.Major Accomplishments Led several system conversion projects and was the primary resource responsible for server builds, configuration, and testing (Windows and RHEL). Also trained operations and test teams on system functionality.Worked directly with development teams to find ways to improve system performance. Created and updated SQL jobs and stored procedures.Supported all remote production system staff including 24x7x365 on call, remote server access, diagnostics, and issue correction.Wrote several PowerShell scripts for CGS system configuration and verification.Transitioned from primarily Windows/SQL Server to Debian/Ubuntu/MySQL support teams.Documented Linux system processes and requirements.

New Hampshire, United States

Supported all Scientific Games lottery site staff during system incidents and outages with their Scientific Games AEGIS lottery systems. Accessed systems remotely in order to successfully resolve issues in a timely manner to avoid financial penalties.Responsible for both new server configuration as well as troubleshooting configuration issues with existing systems. Components configured included Windows Server, RHEL, SQL Server, IIS, Active Directory as well as all proprietary SGI software. Key team member of the data center conversion projects.Responsible for training of new Operation Support staff members, preparing them for both day to day tasks as well as major responsibilities such as conversion project server builds.Required to troubleshoot and rewrite stored procedures and SQL jobs to ensure contract requirements are met.Directed site staff in correcting problems and inadequacies in site procedures, documentation and protocols found during site audits and visits.Maintained the Operations Support server build documentation, updating and improving procedures.Supported software development and quality assurance groups by answering system questions and efficiently correcting any server or software issues.

New Hampshire, United States

Managed data center operations in a 24/7/365 facility with operations staff maintaining the lottery computer systems for the NH and VT state lotteries. Required and maintained 99.99% uptime.Successfully completed multiple data center upgrade projects encompassing hardware, OS and other critical software upgrades. These projects lead to a significant reduction in system incidents and vastly improved customer satisfaction.Reduced system incident events by - Improving staff training - Improving procedures and documentation - Auditing and correcting system misconfigurations - Troubleshooting and correcting faulty stored proceduresResponsible for quality assurance and user acceptance testing of new releases and patches of system software for multiple customers. Instrumental in gaining NASPL (North American Association of State and Provincial Lotteries) certification for the NH/VT data centers.

Bachelor Of Science - Bs

Associate Of Engineering Technology