Dennis Kramer Email & Phone Number

Virginia, United States

Responsible for supporting all SRE incidents, which includes P1, P2, P3 and P4. Classifying and documenting all incidents and carrying out support, assisting and driving all incidents, regarding investigation, hierarchical and technical escalation, diagnosis and recovery and root cause analysis. Additionally driving improvements to service delivery and release processes based on disruption reports.• Drive and enhance collaboration with other Command Support members and Commanders, Customer Support, Application teams, Release Engineering leader and cross-functional teams to lead real-time incident management• Provides Leadership for developing Practices, Frameworks, Process Flows, Templates and Process Guides• Continuously improve and enhance the internal framework, methodology, processes, and tools• Developing and maintaining key practice capabilities• Collaborating with SRE Teams and Infrastructure teams to identify requirements• Recommends innovative solutions that enable the organization to deliver on its objectives and goals• Promote opportunities for Continuous Service Improvements (CSI)• Perform the Problem Management postmortem process for all P1, P2 and P3 incidents• Manage and update Root Cause Analysis documentation• Lead SRE communications to stakeholders via email, Slack, Google Meet, & Teams in a timely manner• Lead initiatives to promote JIRA Release Ticket management, quality and alignment with Incident Management communication supporting SLAs• Led project to create, implement and perform TableTop Exercises (TTX) for all SRE LOBs• Assist in weekly and monthly SLA reporting metrics to Sr LeadershipSKILLS: Agile/Scrum/Lean · Troubleshooting · Technical Support · ServiceNow · JIRA · IT Operations Management · Major Incident Management · Problem Management · Microsoft Office · Teamwork · Customer Service · Ticketing Systems · Databases · Network Monitoring Tools · Splunk · DataDog · Problem Solving · RCA · Analytical Skills

Glen Allen, Virginia

Responsible in supporting both the technical and communication relationship between our business and IT partners. Supporting a vast number of Risk and Financial Technologies applications and infrastructure tools and services. Function as the central hub, understanding the various moving parts that allow these systems to operate, and escalating issues to various Capital One business and IT partners.• Effectively manage troubleshooting and recovery of complex production incidents, from low to critical impacts• Drive incident resolution through a systematic problem-solving approach, coupled with a strong sense of ownership and drive• Actively participate in teams’ Agile/Scrum stories (project work) to streamline and enhance day to day operations of the team • Create, manage and utilize appropriate technical procedural documentation (run books)• Proactively monitor all of the applications and infrastructure behind Capital One’s external and internal customer facing services including their availability, latency, performance, and capacity• Influence resiliency and scalability in production environments in Amazon Web Services (AWS)• Identify opportunities and develop proactive automated monitoring and alerting solutions by utilizing available tools (Splunk, DataDog, NewRelic, etc.)• Assist with conducting Root Cause Analysis (RCA) on critical production outages, develop and implement mitigation strategies• Utilize production support expertise to influence and support new designs, architectures, standards and methods maintaining stability and availability for large-scale distributed systems• Proactively identify and implement opportunities for automation of routine maintenance tasks, data gathering and resolution of common issues• Continuously seek to develop new skills and technical expertise, as well as proactively share knowledge with others• Operate under the ITIL Process model, ensuring all ITIL processes and procedures are practiced and adhered to

Capital One - Ips Bank Commercial

Responsible in supporting both the technical and communication relationship between our business and our IT partners. Highly relational in nature requiring daily interactions with the business, our IT partners, and our customers, including heavy project involvement and interaction with Scrum Masters, Agile practioners, project managers, developers, and analysts across Capital One. Provide support and understanding of specific incident call procedures under time constraints, leading calls to drive to resolution and repair of production incidents interacting with all technology groups as needed. IPS subject matter expert to support specific Commercial Banking Payments and Capital Markets applications. Function as the central hub, understanding the various moving parts that allow these systems to operate, and escalating issues to various Capital One business and IT partners.Key aspects of this role are:• Ensuring technology operations systems are up and running through active monitoring development and response and repair• Tracking and ensuring resolution to production issues• Acting as an escalation point for on-calls• Facilitating Problem Management through the Defect channel• Monitoring application performance management and capacity planning• Ensuring compliance to ITIL processes and procedures• Acting as the change manager/approver for supported systems• Implement change controls, application updates, code releases, and new functionality for my support applications• Tracking daily issues and routing/escalating concerns to development• Partnering with business platform representatives to improve the integrity and confidence of these applications ongoing• Business Process management and improvement methodologies• Coordinating system work with on and offshore partners to ensure sustainability of production systems• Facilitate, manage, and coordinate onboarding of new applications that my team will support

The Hartford Insurance Account

AVAILABILITY MANAGER JUNE 2011-MAY 2014Responsible for 24x7 oversight of all critical incidents affecting application and infrastructure platforms. Coordinate technical resources to achieve root cause analysis. Facilitate bridge calls, driving incidents to resolution. Act as liaison between technical and customer resources to assess business impact and provide status updates. Call meetings to ensure thorough communications and documentation. Also confirm IT services meet published availability targets, and confirm that modified IT services follow availability tests after major business changes. Platforms include all major Hartford applications, Unix and Windows servers, voice, data and video networking, WAN connections.

West Creek Facility, Richmond, Va

Managed infrastructure projects for the banking and IT business groups.INFRASTRUCTURE PROJECT MANAGER / SOLUTIONS ENGINEERING PLANNER JANUARY 2011 – MAY 2011Responsible for ensuring that consistent delivery of infrastructure services meets the needs of the business investment efforts and the business unit by partnering with cross functional IT groups and the business customers in a multi-platform, multi-vendor environment providing solutions utilizing technologies supported by the Enterprise Technology Organization (ETO). Perform activities associated with devising and maintaining a workable infrastructure project plan to accomplish the needs of the project. Gather project requirements to develop rough resource estimates, obtain resource commitment as needed from Technology Organization Support towers/infrastructure teams, and review business case to ensure project time lines are met. Work with Solutions Engineer to design a solution, assist in design approval, submit funding requests via C4 system to purchase necessary equipment and technologies, and work with the performing team to drive project/service delivery to implement the solution as designed.• Works with architectural standards, develops project requirements and controls for platform and application integration• Coordinates with multiple suppliers and vendors on integrating diverse technologies• Coordinate technical resources and liaise with the customer to build infrastructure for applications; i.e. Servers (VM), storage, SQL, Citrix, etc.• Manage network resources to expand and evolve the enterprise; i.e. Routers, switches, BigIP, firewalls, etc.• Provide weekly status reports for project metrics and coordinates supportability on IT projects during project planning and deployment/implementation

Capital One Data Center In Glen Allen, Va

Manage and provide technical support for global enterprise-wide system outages from initiation through recovery. Lead technical teams and provide guidance in incident resolution within SLA timeframes, to ensure all needed service areas are represented on the technical bridge. Represent the incident management team in the postmortem review of high severity incidents and outages. Communicate high severity incidents to the business executives on a daily basis via status calls and email/text notifications. Participate in change management review, tracking, and escalation to understand upstream/downstream dependencies and avoid potential business impact. Develop and maintain documentation for accuracy and efficiency in executing daily processes and procedures.Key Achievements:• Managed operations setup and testing for support functionality during a significant customer data center migration. • Provided voice and network testing and training during build out of customer’s primary disaster recovery hot site.• Coordinated efforts to integrate key customer subsidiary into a standard monitoring model. • Trained employees on process execution and documentation maintenance. Tools used include BMC Site Scope, HP Service Desk/Manager, Peregrine Service Center, HP Openview, Patrol Enterprise Manager, BAC Dashboard, MSOffice and various custom batch and network monitoring tools.SKILLS: Agile/Scrum/Lean · Troubleshooting · Technical Support · HP ServiceDesk / ServiceNow · JIRA · Middleware · IT Operations Management · Major Incident Management · Problem Management · Windows · Unix/Linux · Microsoft Office · Active Directory · System Configuration · Teamwork · Customer Service · Ticketing Systems · Databases · Network Monitoring Tools · SiteScope · Splunk · DataDog · Problem Solving · Root Cause Analysis · Analytical Skills