Austin Miller Email & Phone Number

Washington, Dc, Us

Baltimore, Maryland, Us

* Keynote and session speaker discussing improving customer experience with new technologies at the 4th Annual Transit Ticketing and Fare Collection in the US Conference in San Francisco, CA. * Expert speaker at Nutanix.next in Chicago, IL. Presented on Best Practices for Cloud Management and Automating IT Operations.* Panelist at Nutanix Cloud Together Summit in Washington, DC. The panel discussed best practices and innovations in Managing Databases at Scale. *Expert speaker at Nutanix User Group in Baltimore, MD. Presented best practices implemented in MDOT MTA's infrastructure. Topics of discussion encompassed innovation, high availability, disaster recovery, and instilling a world-class experience.

Baltimore, Maryland, Us

* Member of the executive leadership team for the 13th largest transit system in America, managing technology for six modes - Local Bus, Metro SubwayLink, Light RailLink, Mobility paratransit services, Commuter Bus, and MARC Train Service.* Technical leader and executive stakeholder on a $35+ million technology implementation project to replace aging infrastructure from MDOT MTA's bus fleet. Technical efforts led to a comprehensive revamp of the agency’s approach to real-time bus geo-locating, new interactive bus alerts and new wayfinding signage, all of which have enjoyed wide acceptance and revitalized engagement by transit riders.* Designed and oversaw the technology for the Purple Line, a new, 16-mile light rail line outside of Washington, D.C., the nation's most significant transit public-private partnership. * Principal technical expert and team leader for the agency’s new $67+ million fare collection system, which now accepts a wide variety of fare options, including cash, magnetic stripe tickets and passes, contactless CharmCards, CharmPass mobile tickets, and tokens. * Led a complex review of IT infrastructure, recommending and implementing best practices which involved designing an implementation plan, employee training, and post-change verification.* Drove IT’s strategic direction with the Administrator’s 4 cornerstones in mind and ensured IT’s five-year master plan followed business requirements. One primary focus was training staff to offer support with world-class customer service. * Oversaw and recommended enhancements to MTA’s infrastructure with a primary focus on upgrading end-of-life equipment and implementing a stronger disaster recovery posture.* Collaborated with IT leaders from other state agencies to ensure technology projects conformed to all state IT policies and procedures, IT security requirements, and system development life cycle (SDLC).

* Officer and member of management team reporting directly to the COO, providing insight and recommendations to meet corporate goals and initiatives, acquisitions, corporate policies, and growth planning. * Drove the strategic direction of IT consisting of migrating infrastructure into a cloud based platform. The principal initiative entailed upgrading all servers to Windows Server 2012 R2 and move the environment from a single data center with limited redundancy to a dual data center offering full redundancy.* Crafted and performed 100% to IT SLA framework resulting in 60% faster service and higher end user satisfaction. * Supported 6 offices in the US and 2 in India with technical, infrastructure, and project management. Due to diversity of corporate footprint, change management policies were implemented to precisely execute all infrastructure work during non-business hours spanning 4 time zones.* 30% drop in trouble tickets by performing routine analysis of incidents determining root causes, streamlining efforts to treat problems not side effects. * Improved work-life balance for IT team instituting 2-shift schedules, rotating on-call, and streamlining end user incident requests to scheduled technician outside of core business hours. Policy change resulted in 25% less hours worked by IT team while offering higher service quality.* Deployed IT asset management policy and system reducing corporate expense from lost equipment. Asset auditing facilitated CAPEX planning.* Empowered end users simultaneously increasing efficiency through how-to documents and self-help applications.

Baltimore, Md, Us

* Decreased operating costs by $200,000 dollars annually by implementing a computer/server imaging solution (Acronis).* Oversaw availability, problem resolution, and deployment for 200+ servers ensuring 99.9% uptime. Server technology ranged from VMware, Citrix, RDS, and SQL.* Key contact for organizational-driven EMR (electronic medical record) solution NextGen. Drove project from conception to implementation within the firm’s clinics. The solution was paramount to the firm, increasing efficiency, reducing doctor errors, and complying with HIPAA regulations.* Led complex technology upgrades and operational improvements, enhancing the end-user experience and allowing the firm to offer higher service quality to members.

Us

* Assist IT Director with capital and departmental budget requiring IT forecasting and planning for 1 to 5 year intervals.* Implemented policies and standards resulting in 80% faster response and enhanced quality of service. Firm felt improvements immediately and I was awarded employee of the year (first and only time IT member won prestigious company award). * Held instrumental role deploying LANDesk management solution suite reducing operating cost by $100,000 dollars annually ensuring operating system and software deployment occurs seamlessly.* Supported 3 offices and 20+ construction sites with technical support ensuring connectivity to corporate data center via Citrix.* Implemented helpdesk ticketing system improving end user quality of service, IT reporting metrics, and collaboration of IT team members.

Ba, Business Management

Aas, Electronics, Computer And Telecommunication Technology