David Prout Email and Phone Number

Responsible for the creation and configuration of Splunk dashboards for government Covid-19 project. Verified the integrity of the data ingested and indexed into Splunk. Crafted automated alerts based on defined thresholds and baselines.Oversaw application performance monitoring (APM) tools availability and reliability for 700+ systems. Monitoring and metrics tools included AppDynamics, Dynatrace, Google Analytics, Kibana, Pyramid Analytics, ServiceNow, Solarwinds, and Splunk.Provided detailed Facts and Findings documentation for monitoring solutions to the Incident Management team. Well-versed in the language of DevOps and ITIL best practices. Shared insights in daily scrum meetings.

Production Computer Operations AdministratorEngineering, administration and monitoring of a Java Enterprise suite of products in OnPrem and SaaS environments. Working collaboratively with the development team, software build engineers and platform engineers, in an effort to achieve faster production deployments of application code. Adhering to ITIL framework and operational best practices. Ensuring the health of our jvms. Delivering the goods for our annual PCI Audits.Technology stack (Luminate Online):OS: LinuxAutomation: Python, Bash, AnsibleMonitoring: Splunk, Nagios, AppDynamicsWeb Layer: Apache HTTP ServerApplication: Java EnterpriseCloud: Salesforce Service Cloud, Amazon AWSTracking/ticketing tools: Azure DevOps (ADO), Salesforce Lightning, JIRA, Confluence, ServiceNow, Clarify

Oversaw transaction processing for largest lottery systems data center in North America. SLA adherence and Operational excellenceMaintained systems and network availability at 99.998% using industry standard and proprietary tools: IBM Tivoli, BMC Automation, Linux admin CLI tools. Played key role in creating and maintaining process documentation, recognized frequently for operational excellence, continuous improvement, and overall reduction in MTTR.Incident ManagementDefined practices for incident escalation and technical bridge management.Organized post-incident review to improve remediation and preventative measures.Improved incident reporting through interfacing with customer contract management.Audit support and ITIL complianceLed initiative to ensure uniform documentation practices across disciplines.Supported evidence collection and delivery for SSAE16 audit compliance.Improved process for change management communications and implementation.Data retention integrity verification following ITIL best practices and Tape Library Management Systems.Support for U.S. internet wagering (Player Direct program)Supported launch of first implementation of Virtual Servers in GTECH gaming systems using VMware. Supported launch of first implementation of Virtual Servers as Transaction Engines using VMware. Trained new operators across day and night shift for VMware monitoring and administration. PDC site customers include California Lottery, Caribbean Lottery, Texas Lottery, Nebraska Lottery, Washington’s Lottery, and South Dakota Lottery. BDC site customers include Arizona Lottery, Colorado Lottery, Illinois Lottery, Kansas Lottery, Kansas Video Lottery, Kentucky Lottery, Maryland Video Lottery, Michigan Lottery, Minnesota Lottery, New Jersey Lottery, New York Lottery, Oregon Lottery, Pennsylvania Video Lottery, Tennessee Lottery, and Wisconsin Lottery.

Directed the activities of the operations team by scheduling employees, delegating tasks, overseeing workflow and making adjustments when needed. Enforced work-related corporate and departmental policies, procedures, and practices. Effectively communicated changes affecting employees’ work. Ensured operations adherence to service level agreements (SLAs) and following established performance requirements. Demonstrated advanced knowledge of associated tools related to Incident, Change, Release, Audit, and Problem Management. Championed data center best practices, including Green initiatives and work process re-engineering.Session-based TestingEngaged in test-sessions for Powerball lottery implementationIdentified and documented bugs and improvements with QA teamParticipated in debriefs with session manager prior to releaseUser Acceptance TestingCoordinated closely with lottery client to ensure reporting solution satisfactionDocumented the end-user process flow for customer’s challenges Convened meetings with subject-matter experts and developers to address overall customer satisfaction Operational Acceptance TestingInitiated and supported Data Center takeover for California Lottery systems Verified operational stability, portability and reliability of Data Center host systemsDocumented IT disaster recovery documentation for multiple lottery gaming systemsInternational Project Support Responsible for test system maintenance and processing for QA and development teamsProvided documentation for British Lottery Operations team during Production go-liveRecognized for IT data center Best Practices in the area of Incident Management (Building Excellence Award recipient)