Instrumental in the creation of a new team in the IT Systems division supporting all internal automations and 3rd party integrations. Tasked with planning and implementation of an end-to-end support model for all 3rd party integrations. Continuing leadership of the RPA Program for business automation and expansion into leading internal IT Automation.* Led a high-performance team of Systems Analysts, Systems Engineers, and Quality Assurance (QA) Analysts in support of the Robotic Process Automation (RPA) program and all 3rd party integrations within the Paycom Application.* Conducted research on proposed integrations and automations to ensure viability as a solution to stated business problems.* Collaborated with internal IT units to ensure proposed integrations or automations are compatible with internal systems and policies.* Collaborated with internal Development teams to ensure appropriate error handling and logging were implemented for all 3rd party integrations. * Created Splunk searches, alerting, and dashboards to monitor the health of all API connections, integrations, and internal automations. * Created weekly, monthly, and quarterly metrics via custom Splunk dashboards and presented to senior leadership on the health and usage of all integrations and automations. * Implemented end-to-end cross-team support model for all 3rd party integrations with internal and external systems, and custom internal ERP and CRM systems.* Prioritized and assigned incoming projects to team based on workload and skillset.* Oversaw, provided guidance, and championed the RPA program which includes leading a distributed team of Developers, QA Analysts, Systems Analysts, and Business Analysts.* Worked with business stakeholders to identify opportunities for automation and process improvement.* Monthly RPA metrics exceed 152 Days of “Digital Employee Time” using 50 Robots to automate 52 business processes utilizing Agile development methodologies.

Led a team of Systems Analysts and Systems Engineers in the configuration, installation, and support of all 3rd party integrations, SaaS, and on-premise solutions. * Conducted research on proposed applications to ensure viability as a solution to stated business problems.* Worked with internal business units to gather requirements, and document business processes in order to identify automation and technology solutions* Collaborated with internal IT units to ensure proposed applications are compatible with internal systems and policies.* Implemented end-to-end cross-team support model for all 3rd party applications and integrations with internal and external systems, and custom internal ERP system.* Created Splunk searches, alerting, and dashboards to monitor the health of all API connections, integrations, and internal automations.* Created weekly, monthly, and quarterly metrics via custom Splunk dashboards and presented to senior leadership on the health and usage of all integrations and automations. * Prioritized and assigned incoming projects to team based on workload and skillset.* Built and grew a high-performance team from 4 members to 9 members across multiple locations.* Increased team throughput of ticketed work completed by +40% * Increased team SLAs % from ~95% to 100%* Championed and assumed leadership of the Robotic Process Automation (RPA) Program after loss of sponsorship, combining 4 diverse teams of 9 individual contributors (RPA BA, DEV, QA, & Systems) into a single team under IT leadership.

Splunk Engineer for the Enterprise Monitoring Team providing tier 2 and tier 3 support for the RHEL distributed Splunk and ITSI environments.* Architected, deployed, and supported monitoring and log management systems such as Splunk, Solarwinds, and Dynatrace.* Installed, configured, and supported integrated apps such as Splunk Enterprise Security, Splunk IT Service Intelligence (ITSI), and Splunk Enterprise Security.* Configured ITSI alerting and related aggregation policies to inform the 24/7 Network Operations Center (NOC) of environment and application health.* Configured data inputs, filters, transforms, synthetic monitors, searches, custom alerting, and dashboards for Splunk, Solarwinds, and Prometheus/Grafana environments.* Created weekly, monthly, and quarterly metrics and alerting via custom Splunk dashboards, Solarwinds, Prometheus, Grafana, and Ops Genie and presented to senior leadership on the health and usage of all internal systems and applications.* Composed scripts to enhance monitoring and automation (Bash, Python, Ansible).* Lead weekly Performance Review meeting for upper management and development teams to highlight opportunities for performance and health improvement.* Participated in incident management meetings to inform Critical Incident Response Teams of root cause in system and application outages.* Supported and maintained RHEL infrastructure for the Splunk environment.* Implemented Ansible Infrastructure project to automate and streamline the management of distributed Splunk environment with Ansible playbooks.* Worked across technical teams to define technical KPIs and design proper monitors for the applications, systems, and modules they support.* Worked with vendors to ensure we are properly licensed and up to date on renewals* Capacity planning and implementation for team-owned systems* Developed team documentation for day to day duties and gained team knowledge

Led at team of Technology Specialists in providing white-glove level technical support and customer service for all non-academic buildings and offices on campus. * Acted as primary technical contact for all non-academic buildings on campus, including Facilities Management, Police Services, Parking Services, and Purchasing.* Provided technical support to Facilities Management for all Operational Technology (OT) on the Norman campus. which included SCADA monitoring servers, BACnet devices, and Building Automation Systems (BAS). * Acted as primary technical contact for all 3rd-party BAS vendors during BACnet network migration project, parking sensor installations, and capital housing projects.* Provided Business Analysis, Technology Consultation, and IT Project Management to campus administration offices by identifying business needs, determining appropriate solutions, and managing deployment of said solutions.* Built relationships with key stakeholders such as vice-presidents, deans, directors, financial officers, development officers, and strategic faculty, staff, and students.* Mentored, provided leadership, and worked with a team of Technical Specialists to ensure prompt and courteous technology support.* Participated in working groups tasked with evaluating current processes and policies and made recommendations to IT upper management (computer standardization, IT device management)* Provided Tier II support for Education Technology Systems in the classroom, meeting rooms, and study rooms for the ROTC program and Facilities Management.* Provided direct white-glove support for all supported offices and acted as primary escalation point for all reported technology issues.* Delegated assigned technical support work to team of technology specialists, and followed up to ensure prompt and accurate solutions.

Led the transition into modern processes and procedures for internal Library Technical Support through ITIL, Change Management, and DevOps methodologies. * Oversaw the documentation, automation, and orchestration of IT development, operations, workflows and configuration, and assist in the University Libraries transition to contemporary practices.* Tested and documented tasks and processes for deployment, upgrade, rollback, migration, backup, and recovery for a variety of systems and services. * Identified assets for such tasks and processes and moved into appropriate datastores and version control systems. * Developed idempotent and composable scripts and configuration with the goal of building a library of reusable resources for automation and orchestration.* Documented existing technology infrastructure architecture, dependencies, and operations as a precursor to automation and orchestration. * Audited code, configuration files, and repositories for best practices in the storage and handling of sensitive information. * Monitored and documented changes in infrastructure configurations for operational and auditing purposes.* Supported and maintained all Windows and Linux servers in both bare metal hardware, on premise ESXi, and Amazon Web Services (AWS) cloud virtual environments.* Lead initiative to implement IT Change Management Policies & Procedures and established an IT Change Advisory Board.* Researched and developed new tools and practices and make recommendations to DevOps Manager for implementation. * Assisted in training of developers and system administrators in the use and practices of DevOps. * Collaborateed with others to identify opportunities for automation of tasks and orchestration of processes that may not be obviously associated with DevOps.

Supported and maintained the enterprise campus network across two data centers, thirty campus buildings, four remote locations, and an offsite disaster recovery location for all students, faculty, and staff.* Acted as subject matter expert and point of escalation for internal IT staff.* Primary network administrator during Network Infrastructure Upgrade Project. Replaced all legacy Nortel network equipment with new Cisco infrastructure. Completely redesigned network/vlan topology.* Installed and supported Cisco Identity Services Engine (ISE) for network authorization and authentication.* Installed and supported Cisco Prime Infrastructure for management of all Cisco network assets.* Supported and maintained Checkpoint and Cisco firewall appliances.* Provided Tier II support for Crestron/Extron Education Systems in the classroom, meeting rooms, and study rooms across campus.* Charter Member UCO OIT Procedure Review Board.

Provided excellent Tier 1 Support to the UCO Community of students, faculty, and staff in person at the UCO Technology Support Help Desk, over the phone, and via email utilizing ITIL framework for incident management.* Created custom and detailed how-to instructions for various technology services, including UCONNECT, Blackboard/WebCT, and D2L. * Provided networking and software support for Windows, Linux, Mac OS X computers as well as iOS and Android mobile devices as escalation support for less experienced help desk specialists. * Responsible for creating and assigning tickets for requests and incidents received via phone, email, and the self-service portal to tier-2 IT staff.

As a member of the AppleCare At-Home-Advisor program, provided excellent Tier 1 technical support over the phone for the CPU Division of AppleCare. Support included Macbooks, iMacs, AppleTVs, basic wireless networking, and basic wireless printing. Ensured end user satisfaction by providing the Apple Experience and meeting and exceeding Apple metric requirements. * Consistently in top 3 positions of 18 person team in metrics that measured Average Call Handle Time, Number of Calls per Day, Number of Successfully Resolved Cases, and Positive Customer Survey Feedback. * Consistently in top 10% of entire AppleCare CPU staff using same metric.