My time in this role has included developing client applications using C# (.NET and Core) to provide a connection tool that could be branded by our partners. Front-End development to recreate the aforementioned application as a web app that could be accessed via browser. Back-End development to build supporting services, such as an API service and wrapper for a server-side connection software, used by the client app and web app. And most recently, CI/CD workflow development to support our dev team and automate common infrastructure tasks and generate reports for auditing.After being acquired by NetApp, we needed to true up many of our development workflows to ensure SOC2 compliance. During this time I took on the task of developing CI/CD solutions using GitHub Actions and Jenkins; this was done using a Kubernetes environment that would host our Docker instance of Jenkins, leveraging custom built Docker agents catered to the individual development team's need. I also took on architecting and implementing the infrastructure that would host our core services in Azure. This was all built to be resilient, cost effective, and SOC2 compliant. This role has been less about dedicating myself to a single component and more about solving anything that could improve the efficiency, auditability, security, and resiliency of our services, workflow, and hosted infrastructure. While I may currently be filling the position of a DevOps engineer, that's not my aspiration or how I see my role. I define my role as someone who scopes out an issue, researches potential avenues, and implements what's been determined to be the most optimal solution.

I served this role as part of a three person team, which we called a 'pod'. Each pod would be assigned to a group of partners/customers and included a sales person, someone to onboard new customers, and an engineer to support existing partners/customers. My role as the engineer, was to resolve urgent, escalated issues and to develop custom solutions that were too unique to be passed along to the development team. Many of these solutions were based in Powershell and were meant to resolve large scale issues affecting our biggest customers. The escalated issues were typically ones that impacted the virtual datacenter hosting the customer's environment, such as issues with the management software or its underlying API that our customers would use to manage users and servers.My time as an engineer bolstered many of the skills that I leverage the most today, troubleshooting issues much larger than I would once think myself capable and building solutions for issues that are on the fringe of 'un-googleable'.

In this position I performed typical service desk duties along with enterprise support for cloud-based Windows Domain environments. Common issues would range from password resets and account unlocks to deploying and recovering virtual machines, from troubleshooting a user's connection to networking issues within our private cloud environments, and from helping scan a customer's VM for viruses to writing scripted solutions that would patch a bug or remove a vulnerability from thousands of virtual machines. During my time in this position I 'drank from the firehose', as our onboarding team would say, and quickly gained the knowledge and access required to resolve any and all issues within the scope of our team.

Provided enterprise support for a network of over 50,000 employees on a team of 20 level 2 technicians. This position involved troubleshooting all client software and hardware, network connectivity, VoiP, Citrix virtual desktop environments using vSphere, and back-end file, SQL, and IBM mainframe servers owned by both Anthem and their subsidiaries. Communication and work was documented and tracked through IBM's TSRM for work orders and ServiceNow for issue tickets. This team was also responsible for detecting, exploring, and finding resolutions with the NOC team when high-impact issues affected multiple users.Even as a 'Senior' technician, my access and resources were often lacking; this helped me develop a greater ability to use what I had at my disposal to resolve issues to the best of my ability.

Monitored and maintained a network of over 300 Mac computers in a call center environment. Updates and troubleshooting were performed both remotely using an SSH management software and desk-side when required due to connection issues. Developed Unix scripts for break-fix solutions and to be run as a service using a daemon to schedule the execution as a regularly occurring task. Worked with client NOC to resolve outages caused by updated client software and connectivity issues to mitigate downtime and determine root cause and ownership of the incident.I made a lot of personal connections with the workforce I supported in this role; understanding how and why an issue happens is as critical as finding a solution to it.

Lead a team of focused and efficient Document Review Specialists who processed incoming documents from clients. During this time, all procedures and methods were reviewed and made more efficient to reduce processing time and data storage redundancies. All previously used forms were re-written by myself and the team to allow parsing of data directly from the form to an Access database which contained a breakdown of all client information needed by the department accessing it. During my tenure we reduced the overall processing time of bringing in a new client from 30-60 minutes to under 10 minutes while reducing the occurrence of errors and improving accessibility of information.I started at this company as a receptionist and between calls would work to find ways to improve our workflow; once I had worked out many of our team's issues I moved on to looking into issues in other departments. No matter what position I'm in, I always look for solutions that will improve everyone's experience.