Eric Gauthier, Cspo Email & Phone Number

Kirkland, Wa, Us

Tukwila, Wa, Us

Tukwila, Wa, Us

• Define and communicate the product strategy, vision, and minimum valuable product (MVP) to all levels of the organization, utilizing customized dashboards and delivery team roadmaps as needed.• Facilitate user story development from strategy and business requirements, create user stories, document acceptance criteria, approve user stories for the delivery team, and accept completed stories and features.• Analyze market trends, utilizing trend knowledge during vision and design sessions.• Inspect product progress, accept/reject work done, solve product design concerns, and define/prioritize the product backlog.• Manage product delivery, including managing scope and priorities, monitoring service level agreements, responding to customer and vendor feedback, and resolve customer/stakeholder escalations.• Work with key stakeholders across the organization to maintain a coordinated product road map, resetting priorities when needed.• Act as ‘Voice of the Customer’, a subject matter expert and primary contact to internal design partners and external parties, including vendors.

Tukwila, Wa, Us

• ServiceNow SME, serves as liaison among vendors and lines of business• Vendor Manager for ServiceNow vendors and 3rd Party Managed Services development team. Conduct scheduled reviews of vendor performance/utilization of hours/adherence to contract. Provide detailed insight with SOWs, generation of Master Service Agreements, license true-ups and contract renewals• Provide insight to the ServiceNow Product Owner to define the product roadmap• Continuously refine the development backlog using Agile methodology to ensure a well prioritized list of work for the development team.• Partner with business and IT users to identify, analyze, refine business requirements, and translate requirements into technical specifications for 3rd party development team• Proactively research ServiceNow upgrades and inform internal groups of key changes. Coordinate and implement platform upgrades. Lead/collaborate on functional enhancement reviews and regression testing for ServiceNow upgrades/patches and implementation between development and production instances• Recommend enhancements and future implementation solutions of ServiceNow to internal stakeholders to improve organizational efficiencies and gather feedback to continuously improve the platform• Troubleshoot, resolve and/or escalate system incidents as they arise. Identify and implement prevention measures• Configure, implement, and administer of ServiceNow supporting key ITIL processes: Request, Incident, Problem, Change, CMDB, Discovery, Asset, Service Catalog, Knowledge, Service Portal, Virtual Agent, and other service modules, including custom scoped applications• Lead all ServiceNow User Acceptance Testing (UAT) for defects and enhancements. Prepare and deploy releases from 3rd Party vendor into the ServiceNow production environment using Update Sets and change management process• Produce reports and dashboards based on defined measures, metrics, and Key Performance Indicators (KPIs)

Tukwila, Wa, Us

• Ensured the reliability of BECU systems which support the Business Units and Membership.• Managed and completed the daily processing of all IT Operations responsibilities to ensure the quality, accuracy and integrity of information and systems.• Oversaw the IT Operations day-to-day production support and coach team when necessary. • Performed the essential functions of the IT Systems Administrator as needed.• Primary escalation point and mentor for complex problem resolution.• Advised Sr. IT Operations Manager of team needs as they relate to training, mentoring, projects, process and procedure revisions and workflow enhancements.• Contributed departmental strategic planning, with an emphasis on identifying and reporting gaps in system reliability.• Led and mentored Systems Administrators to ensure the successful coordination and implementations of projects.• Managed communication between vendors and IT departments and provided status updates to customers.• Assisted the Change Manager in the change management process and guidelines. Mentored other IT staff on the value of change management. Facilitated Change Advisory Board (CAB) meetings in the Change Manager’s absence. • Developed, Implemented, and Administered, ServiceNow, BECU’s selected ITSM Application for the following ITIL Practices: Incident, Problem, Change, Service Catalog, and CMDB with automated Discovery. • ITIL Champion, and member of the ServiceNow Governance Team.• Developed, planned, tested and delivered system enhancements and upgrades.• Assessed program requirements and operations to make technical and ServiceNow product functionality recommendations to support program improvement, advance operational efficiencies and achieve business goals.• Administrator and Subject Matter Expert for Automic Automation Engine (Batch Processing).

Tukwila, Wa, Us

• Ensured the reliability of BECU systems that support the Business Units and Membership.• Managed and completed the daily processing of all IT Operations responsibilities to ensure the quality, accuracy and integrity of information and systems.• Oversaw the IT Operations day-to-day production support and coach team when necessary. • Performed the essential functions of the IT Systems Administrator as needed.• Primary escalation point and mentor for complex problem resolution.• Advised Sr. IT Operations Manager of team needs as they relate to training, mentoring, projects, process and procedure revisions and workflow enhancements.• Contributed departmental strategic planning, with an emphasis on identifying and reporting gaps in system reliability.• Led and mentored Systems Administrators to ensure the successful coordination and implementations of projects.• Managed communication between vendors and IT departments and provided status updates to customers.• Assisted the Change Manager in the change management process and guidelines. Mentored other IT staff on the value of change management. Facilitated Change Advisory Board (CAB) meetings in the Change Manager’s absence. • Developed, Implemented, and Administered, ServiceNow, BECU’s selected ITSM Application for the following ITIL Practices: Incident, Problem, Change, Service Catalog, and CMDB with automated Discovery. • ITIL Champion, and member of the ServiceNow Governance Team.• Developed, planned, tested and delivered system enhancements and upgrades.• Assessed program requirements and operations to make technical and ServiceNow product functionality recommendations to support program improvement, advance operational efficiencies and achieve business goals.• Administrator and Subject Matter Expert for Automic Automation Engine (Batch Processing).

Tukwila, Wa, Us

• Managed daily processing of all IT Operations tasks and ensured quality, accuracy, and integrity of information and systems.• Ensured the reliability of all servers through standard server configuration and maintenance, including the application of security patches. • Proactively monitored and diagnosed server hardware and windows operating system problems. • Ensured all incidents/problems were identified, resolved promptly, or escalated. Provided communication to IT staff and business units on the impacts.• Administered change management processes and guidelines and mentored other IT staff. • Created and maintained documentation (procedures, system diagrams, checklists, etc.) to ensure systems are reliable and processes are completed in an accurately and timely manner. • Assisted and supported disaster recovery practices and business continuity planning and testing.

Us

InterPride Region 2: (AK*WA*OR*ID*MT*WY)InterPride is the international organization that ties Pride together globally. Members of our organization are dedicated volunteers who organize and work to put on Pride events all over the world.InterPride acts as a source of education and a stepping-stone to elevating community interaction for PRIDE events worldwide. We promote Pride on an international level and increase networking opportunities and communication among Pride Organizations.We welcome any LGBTI organization that produces Pride events for their greater community as one of its purposes or activities to join InterPride and attend our conferences.Pride events can include a parade, march, rally, festival, arts festival, cultural activity, event or activity organized for people identifying as Lesbian, Gay Men, Bisexual, Transgender, Intersex and/or other emerging sexual identities.

Seattle, Wa, Us

I have served on the Seattle Out and Proud (SO&P) Board for more than 10 years and have seen so many wonderful accomplishments in the LGBT Community. In this role, I served as the President Emeritus and an adviser for the SO&P Board. In addition, I was also the chair of the SO&P Governance Committee.

Seattle, Wa, Us

• Supervised all staff members, board members, and volunteers• Served as Chair of the Board of Directors• Responsible for creation and execution of strategic planning for the organization• Responsible for sponsor recruitment, development, execution, and relations• Responsible for donor recruitment, cultivation, and relations• Managed contracts for service providers (logistics, communications, talent broker, graphics, food and beverage service, medical, audio/visual, etc.)• Coordinate all fundraising events for the organization in conjunction with the board and volunteers• Handled pride festival, parade, and event permit processes for all Seattle Pride events• Served as the primary media spokesperson for the organization• Acted as signature agent for the organization for contracts, service agreements, checks, etc.• Assisted in the development and implementation of policies and procedures of the organization• Supervised all financial, governmental, public relations and administrative activities of the organization• Maintained true and accurate records with respect to all activities of the organization• Served as the liaison between Seattle Pride and City/County agencies, and community organizations• Assisted in the development and implementation of programs and services in addition to the annual parade and festival that further the mission of Seattle Pride

Bremerton, Washington, Us

• Analyzed business needs and new technologies. Evaluated new products/systems and recommended appropriate options to management to enhance production and supporting new business objectives while ensuring compatibility, expandability, ease of use/support, and cost-effective operations.• Coordinated IT projects, facilitated effective timelines, and project requirements to guarantee successful project implementations. • Supported all aspects of the Credit Union HP 9000 server, including hardware, software, operating systems, peripheral equipment, and disaster recovery.• Successfully managed Help Desk requests to ensure compliance with established standards, service level agreements (SLA), policies, and procedures.• Diagnosed and resolved hardware, software, and connectivity issues for a mixed UNIX, Windows NT/2000, Novell, Citrix, and mainframe environment (HP3000 & HP9000), which allowed the team to provide timely resolutions supporting mission critical application resolution for end users.• Played key role in implementing the UC4:Global Job Scheduling and Event Automation software on HP MPE/iX and HPUX platform allowing for the automation of the night shift operations and other manual tasks which reduced administrative and operating costs for the Credit Union.• Wrote documentation to describe program logic, job stream inputs and outputs allowing the establishment of new standards from which the team operated and conducted training.

• Trained new and existing customers via classroom instruction, phone demonstrations, and one-on-one instruction.• Developed and revised entry-level and advanced curriculum, consistently meeting tight deadlines. • Geared curricula and presentation style to meet the learning needs/style of diverse audiences. Addressed and trained on multiple technical / learning issues, including varying levels of computer skill and technical ability. • Created and maintained high quality training materials, printed manuals, and web-based documentation.• Provided customer support and assistance via phone and e-mail with questions and troubleshooting related to installation, configuration, and software usage.• Tested both new and revised versions of software.

• Analyzed business needs and new technologies, and evaluated new products and systems available to make recommendations to management to enhance production while supporting new business objectives while ensuring compatibility, expandability, ease of use and support, and cost effective operation.• Coordinated IT projects facilitating effective timelines, and project requirements to ensure successful project implementations. • Supported all aspects of the Credit Union HP 3000 server, including hardware, software, operating systems, peripheral equipment, and disaster recovery.• Successfully managed Help Desk requests ensuring compliance with established standards, service level agreements, policies, and procedures. • Diagnosed and resolved hardware, software, and connectivity issues for a mixed UNIX, Windows NT/2000, Novell, Citrix, and mainframe environment (HP3000 & HP9000), which allowed the ability to provide timely resolutions supporting mission critical application resolution for end users.• Played a key role in implementing automation of the night shift operations and other manual tasks which reduced administrative and operating costs to the Credit Union.• Wrote documentation to describe program logic, job stream inputs and outputs allowing the establishment of new standards from which the team operated and conducted training.

Masters Of Science, Information Management (Msim)

Bachelor Of Science, Business Administration / Information Systems

High School Diploma