Devon Jensen Email & Phone Number

· Provide light-to-medium copy editing (primarily content) of upwards of 40 documents per month.· Focus on rapid turnaround time and customer needs via collaboration and responsive communication.· Copyediting services provided range from basic spelling, grammatical, and punctuation correction to stylistic, tonal and clarity-oriented improvements and recommendations.· Types of documents edited include marketing email, marketing web page and mobile app forms and pages, primarily for financial sector entities.

Greater Chicago Area

· Reduced new monthly Incident tickets from approximately 300/month to ~130-150/month over a 1.5-year period via monthly ticketing metrics reports and follow-up coordination with multiple departments to address recurring, chronic, and acute issues. · Manager/Owner of 2-15 Major Incidents per month from initial report through confirmation of resolution. Engaged technical teams and impacted business stakeholder(s) w/ ongoing communication of status updates including plan for remediation. · As owner of long-term Problem Management, pursued long-term remediation for Major Incidents and all chronic/recurring issues following ITIL and ITSM Continuous Service best practices; slashed actionable monthly Problems from approximately 30/month to 10/month· Responsible for proactively creating new and updated/improved processes, standards and practices, and dissemination and training of these updates to teams across multiple departments.

Greater Chicago Area

· Oversaw day-to-day NOC operations, processes, and coordination/communication between Beijing-based NOC and teams in Chicago, California, Brazil, Beijing, and India.· Cultivated effective, positive working relationships with clients in multiple departments through onboarding, initial training and ongoing support, including publishing approx. 2 new “Runbooks” per month, w/ a total of 150 active documents, review; follow-up on 15-25 Incident tickets/day for closure.· Proactively identified and coordinated any new opportunities, misses or gaps in NOC process execution; ensure remediation via monthly meetings with Shift Leads· Coordinator of daily Change Control and Incident Management meeting (reviewing 15-75 Change and 10-45 open Incident tickets/day)

Chicago, Il

• management of Major Incidents from initial report of issue through confirmation of resolution by driving engagement of necessary I.T., engineering, and other support teams and impacted business stakeholder(s), including communication of updates and plan for remediation with senior management and all involved engineers and stakeholders• long-term Problem Management follow up for Major Incidents and all identified chronic/recurring problems, including coordination of identification of problem, impact, root cause, and any and all Problem Corrective Actions, including process and communication improvements, permanent corrective actions, improvements to monitoring, etc. as part of ITIL-based Continuous Service Improvement• creation of documentation, including process and training documentation; I.T. process and standards governance and compliance• execution of weekly “cadence” meetings with up to 5 separate teams within the I.T. organization to follow-up on and assign Problem-related tasks, discuss process changes, new process requests, monitoring updates, continuous improvement efforts, etc.• monthly review and presentation to senior I.T. management of data analysis of incident metrics and trending with a focus on identifying short and long recurring issues and successes in accomplishments of actions previously taking in reducing ticket counts for chronic issues; conduct follow-up coordination with relevant teams for reducing count of recurring/chronic issues as part of ITSM-based continuous improvement

Sunnyvale, Ca

*provide leadership and training to fellow NOC Engineers, including creating process and organizational improvements, daily guidance and oversight, and act as team resource for inter-team and inter-departmental concerns, including daily issue review meanings with Operations department*timely escalation and response to all system/network/application impacting events for the Motorola Mobility Cloud Services, from minor to critical, including any and all customer-impacting issues*monitoring and investigation/troubleshooting of network and systems issues via Nagios, command line, and basic BASH shell scripting, cacti network data aggregators, email, etc.*basic Enterprise Red Hat Linux, Solaris, Ubuntu system administration, basic NetApp netfiler administration, basic Nagios configuration*timely investigation, escalation and driving to resolution of business impacting engineering issues*creation and updating of documentation, including process and training documentation*creation of new and revision of old policy and process to improve team responsiveness and bring team in line with evolving needs of Operations and Engineering departments, often via collaboration with various, multiple teams

Sunnvyale, Ca

*timely escalation and response to all system/network/application impacting events for the Motorola Mobility Cloud Services, from minor to critical, including any and all customer-impacting issues*monitoring and investigation/troubleshooting of network and systems issues via Nagios, command line, and basic BASH shell scripting, cacti network data aggregators, email, etc.*basic Enterprise Red Hat Linux, Solaris, Ubuntu system administration, basic NetApp netfiler administration, basic Nagios configuration*timely investigation, escalation and driving to resolution of business impacting engineering issues*creation and updating of documentation, including process and training documentation*creation of new and revision of old policy and process to improve team responsiveness and bring team in line with evolving needs of Operations and Engineering departments, often via collaboration with various, multiple teams

Familiairty with systems, network, and application scanning and penetration tools (nCircle, Cenzic, and RedSeal); reproduction of identified system and application issues; delegation of issues to engineering and support teams for remediation and consulting and recommendations for remediationdaily review of change requests, including firewall/ACL and privileges changes to ensure minimization of risk/exposureinstallation of weekly, sometimes daily, code fixes to Database and Web server environments via automated tools and Solaris command line; junior Solaris administration and basic network troubleshootingproject oversight to ensure project specifications kept compliant with company policies and standardscreate and/or update security standards and policy documentation

timely investigation, escalation and driving to resolution of business impacting engineering issuescreation of documentation, including process and training documentation; training of multiple new hiresinstallation of weekly, sometimes daily, code fixes to Database and Web server environments via automated tools and Solaris command line; junior Solaris administration and basic network troubleshootingRelease process ownership and execution of monthly Releaseshosting and facilitation of daily Change Control meetings; administration and coordination of all Change Controls (between 40 and 70 per day)

research grant writing methodology and approaches to tailor grant applications to individual grantswrite and prepare multiple simultaneous grant applications/proposals for both Foundations from a prepared listresearch grants to apply to using various online resources, including web search engines and prepared database