Eric Rittenhouse Email & Phone Number

Tampa/St. Petersburg, Florida Area

Clearwater, Fl

I'm helping build a team, and practice, focusing on the automation of business functions using robotic process automation (RPA). Responsibilities include creation of templates, process and expected deliverables to drive automation into business processes. This role is also giving me the opportunity to help drive the Agile project mentality at Tech Data. Having practiced Agile previously for years, I have been able to share my experience at Tech Data

Tampa/St. Petersburg, Florida Area

Leading a team of approximately 100 managers, staff and contractors, we built a customer focused, global monitoring service specializing in first touch resolution through the use of application performance management tools (Dynatrace/AppDynamics), log analysis tools (Splunk and Elastic), machine learning tools (MOOG) and application/infrastructure self-healing (Ansible). Redirected focus away from monitoring technology toward trending and reacting to realtime customer interaction with American Express software platforms.Created tools to execute and automate common server administrative tasks reducing mean time to resolution by 70% for supported applicationsImplemented Ansible to further automate administrative functions, improve first touch resolution and implement a “self-healing” function for ECC supported applications

Tampa/St. Petersburg, Florida Area

Lead the NOC and Batch operations teams for Serve, a wholly owned subsidiary of American Express. Owner and driver of Change Management process; leading the evolution of change management across the enterprise to add value in agile development ecosystemPartnered with Enterprise Architects to design and implement the first American Express CI/CD environment. This application suite was fully compliant with enterprise change management policy and procedures. While meeting all control requirements, the platform enabled an exponential increase in software releases from once every two weeks to several a day.Designed and built batch self-healing tool which reduced operational workload by 90%. The fully automated solution handled internal and external communications, job restarts and database write, edits and deletes.Partnered with operational teams to implement “first touch” resolutions for platform, web, application and batch platforms. Incident escalation dropped 50%+ in the first month for defined areas of support , significantly improving customer experience of the Serve product, driving DevOps model forward at the ground level, as well as providing a marked improvement in work-life balance for affected support teams

St Petersburg, Fl

Provided business, product development and application development guidance on Federal and State regulatory requirements in the prepaid financial industry, as well as designed and implementation of technology controls and testingDesigned the first enterprise controls testing and remediation tool. The tool substantially reduced time spent with auditors due to providing a centralized repository of process, testing and resultsDeveloped custom Sharepoint workflows to automate the process of gathering and tracking legal and compliance approval for national marketing plans. Once again, eliminating email chains and centralized tracking of approval/denial cuts weeks from approval processCreated the first internal web presence for compliance teams. Included automation to send monthly roadmaps to senior global leadership Active member of team tailoring message of multichannel national marketing plans including television, radio and print

Joined startup to provide technical operations consulting. Focus was on building out a world class Network Operation Center (NOC), Change Control process and managing the implementation of information technology infrastructure to enable technical build out of the Serve prepaid product for American ExpressConsulted with Serve leadership and taught them how to set up the NOC. Consulting included appropriate staffing, tooling, procedural documentation and design of incident escalation processImplemented mass escalation tool and procedure for expediting support and disaster recovery processesImplemented Microsoft Systems Center which provided formal configuration, incident and change management; in addition to SCOM for monitoring infrastructure and platformNegotiated with vendors for best price for monitoring software. Was able to negotiate a 35% discount for network monitoring and similar discount for application monitoring toolDirected new team on how Change Management process should function and designed controls to be put in place, adding rigor to the change process and enhanced communication between operations and development teams

Tampa/St. Petersburg, Florida Area

IT StrategyProgram & Project ManagementLeader of National Technical Help DeskIT Operations ManagementData Center ManagementMy thirteen years at PwC were a fantastic mix of getting to be hands on with technology & learning how to be a leader. This was also an environment where I learned the "fix it once" ethos. If it couldn't be rewritten, we could automate.Some highlights:Led a 50% reduction in operational escalations for on call IT systems administration staff through the creation of PwC's first 24x7 operational modelSaved thousands of dollars yearly in IT recruiting costs by building a “farm system” to internally promote motivated & skilled junior staffDrove the creation, development & implementation of an automated password reset tool resulting in a time savings of 3-5 minutes for every Cisco PW reset call, resulting in a time savings of over 150 hours of billable staff time per monthDesigned & implemented process to utilize remote call center technology to enable remote IT staff to supplement local support specialists, resulting in smoother workflow & higher utilization of local and remote agentsRedesigned the PC data capture process & eliminated unnecessary procedural steps enabling data capture team to work more efficientlyRedefined interview & hiring process, changing hiring focus to foster career growth and development. These improved processes reduced external turnover to less than five percent annually & grew positive internal turnover to average thirty five percent annuallyConceptualized, designed, built & executed a successful pilot to design and deploy self service technology support videos enabling PwC staff to solve technology issues while following a video tutorialImplemented the first monthly patching program of all server platforms. The process began through brute force, leveraging the 24x7 monitoring team to install patches manually across the entire enterprise. As we gained experience, we scripted monthly patching.

Ba, Social Science

Activities and Societies: UB Motorcycle Users Group (UBMUG)

Mba, Technology Management