Dylan Mounts Email & Phone Number

Remote

Spearheaded the development of SoftChalk, a cloud-based content creation platform specializing in educational materials like lessons, activities, and quizzes.

Springfield, Missouri, United States

- Served as the NOC’s technical lead, designing and improving NOC operations and performance.- Designed, developed, and implemented a Nagios-based solution that monitors availability for over 26,000 store assets.- Developed a proprietary Python plugin that proactively calls stores when problems are detected, immediately mobilizing an analyst to engage the store rather than waiting for the store to call in. This fundamentally changed how problems were handled and dramatically improved asset availability.- Designed and deployed a Flask application which integrates with O’Reilly’s Exchange servers to facilitate and partially automate the sending of outage notifications.- Administered a Grafana environment aggregating multiple data sources into a single pane of glass.- Served as environment administer and subject matter expert for the organization’s Dynatrace deployment.- Wrote and collaborated on Ansible playbooks handling server and application deployment, configuration changes, and source control.- Acted as interim NOC supervisor during multiple extended transitional periods, providing leadership, direction, and management to a team ranging from five to seven analysts.

Springfield, Missouri, United States

- Hired as the first and only analyst when the department was created, responsible for establishing and chartering the NOC’s mission and direction with minimal supervision or oversite.- Provided training and orientation for each new analyst hired to the department.- Proactively created standard operating procedures for notifications, reporting, scheduling, incident response, and other mission critical tasks which are still actively utilized.- Served as a global administrator for the company-wide PagerDuty environment, helping to maintain and improve PagerDuty services and integrations across the entire O’Reilly IT organization.- Monitored essential O’Reilly systems with tools like Dynatrace, Icinga, Nagios, and QRadar, and mobilized responders when incidents were detected.- Coordinated response efforts between multiple teams during high pressure outage situations and recorded thorough timelines of each incident for analytics and tracking.

Springfield, Missouri, United States

- Troubleshot high severity issues over the phone, focusing exclusively on server, communications, and store down problems.- Provided assistance and advice to other technicians on the floor during assigned hours as floor supervisor.- Served as primary point of contact between vendors (IBM, TRCA, Vonage, Windstream, etc.) and O'Reilly IT Support, facilitating dispatches, repairs, and maintenance.- Performed emergency AS/400, x3100, and TS460 server swaps to minimize downtime for impacted stores.- Configured and shipped out routers, servers, and other equipment under severe time pressure on an emergency basis.- Coordinated with other departments as necessary to ensure issues were resolved as efficiently and quickly as possible.

Springfield, Missouri, United States

- Provided support for over 5000 stores and their associated distribution centers in any capacity necessary.- Resolved issues with stores’ technical systems, network infrastructure, daily operations, and routine invoicing.- Maintained servers and databases in Windows, Linux, and iSeries environments.- Assisted stores in correcting problems with internal wiring, point of sale hardware, and peripherals.- Ensured store communications were fully operational at all times, and engaged external vendors such as Vonage, Windstream, and TRCA to dispatch technicians and address problems as necessary.- Researched outstanding issues through an Atlassian Confluence support database, and updated documentation to reflect current standards and best practices.- Documented issues, troubleshooting steps, and solutions through a BMC FootPrints ticketing system.

Springfield, Missouri, United States

- Started in a 6 month contract position through QPS Employment.- Hired to a full time analyst position in July of 2017.- Responsible for providing first level phone support for O’Reilly stores and distribution centers.