Geoffrey Evans Email & Phone Number

Kirkland, Wa, Us

Co-founded the organization to build sustainable, community-driven solutions. Project management, product design, budget management, product implementation and adoption.

Seattle, Wa, Us

Team and Program Management for multi-geo team serving an organization in seven countries.Ethics- Collaborated on the DEI board, driving initiatives to enhance retention, sourcing, and hiring practices for underrepresented groups, while working on the Disability Advocacy Group to promote inclusivity and diversity within the organization. Delivered keynote presentation on neurodivergence.Sustainability and budget management- Reduced carbon footprint and energy consumption of print services by 60MWhrs and drove MSP proposal and relationship for a reduced spend with improved customer satisfaction.Accountability- Established and monitored KPIs, SLOs, and SLAs for service providers, conducting quarterly executive reviews to ensure optimal intake, alignment, and executive assessments. Fostered a culture of accountability and performance excellence on a global team of more than 30 reducing median ticket age by more than 60%.Program Management- Owned complete programs for print, user support, and education from end to end including user experience, feedback and sentiment analysis, contracts and delivery of projects. Solicited input and feedback from customers and leadership to build and evolve multi-year roadmap. Analyzed emerging trends leveraging in-depth understanding of business strategy.Support Structure- Reduced average ticket resolution by 60% and introduced self-service options for a 30% reduction in tier 1 tickets.

Burbank, Ca, Us

Heavily involved in building a high-performing, dedicated, eight-member team to address significant availability issues. Co-developed an efficient training program to provide participants with a strong foundation in incident management, tracking, and resolution practices; reduced onboarding cycles from 6-7 weeks down to just 2.5 weeks.Designed new incident management processes that are standardized, scalable, and informed by industry best practices; streamlined incident resolution and MTTR (mean time to resolve) metrics by up to 30%. — Reduced major monthly incidents from 58 to 4 over the span of 4.5 years.Collaborated with executive stakeholders to define and continually update metrics, KPIs, and goals, resulting in a sustained reduction in network outages.Key member of the Change Advisory Board, collaborating with other board members to optimize change management practices and maximize change adoption. Ensured 100% of changes were tested, vetted, and approved by QA teams prior to production.Designed strategies to improve MTBF (mean time between failures) and reduce recurring failures; reported on progress, roadblocks, and success to executives and frontline support teams. Reduced MTBF metrics by 90% over tenure.Conducted interviews and screened applicants to recruit highly qualified, best-fit talent for technical roles. Trained geographically dispersed team members to upskill and elevate team performance.

Us

- Assist with managing, updating, and customizing Forefront Identity Manager (FIM) for the enterprise.-Assist with managing Test and Dev environments for FIM roadmap- Operate as primary Salesforce.com administrator for the organization including onboarding, reporting, tracking updates, and auditing.- Pilot creation of knowledge base solution- vetting software solution, building templates, and leading planning meetings.-

Bellevue, Washington, Us

AIM Consulting is my current staffing agency for my work with Outerwall. AIM is very attentive to their employees, stays in regular contact, keeps up to date on the tech sector and on their employees specifically. A very enjoyable experience to date.

Hanover, Md, Us

TEK was my staffing agency for my second stint at Microsoft. Aptly named, they were easy to work with, very high-tech, and very quick to help me adapt to my new team.

- As part of a team of 5, handled all tier 3 escalations for the Office 365 Commerce platform.- Leveraged SQL Management Studio to create in-depth reporting on various KPIs.- Created reports in MS Excel for presentation to director-level management and above ensuring clarity of presentation, ease of digestion, and high applicability.- Routed roughly 800 escalations per month to correct development groups while maintaining customer contact and relationships with front line support.

-Traveled throughout the country to meet with clients and analyze their license position.-Examined user, PC, installation, and server numbers to >95% accuracy to ensure confidence in our analysis.-Provided third party analysis to Microsoft and to the client allowing for quick license position rectification.-Extensive use of Excel including datasets of more than 250k lines, pivot tables, macros, and keyboard shortcuts.Software Asset Management and license positioning work for varied clients.

Kirkland, Wa, Us

Chameleon was my staffing agency during my first tenure with Microsoft. They helped me integrate with the Puget Sound environment and learn the ropes of the unique Corporate culture at Microsoft.

Redmond, Washington, Us

-Managed access to environment with 1500+ users.-Managed user accounts, security groups, distribution groups and shared mailboxes.-Created role-based access control system to increase security and decrease downtime.-Promoted to assisting management of three distinct environments with 5000+ users.-Assisted with rollout of Forefront Identity Manager for automated access control and security.

Houston, Texas, Us

-Began as tier 1 helpdesk supporting sales, service, and higher-level administrators. Supported products include GoodLink mobile email, exchange, MS Office, Windows XP, Lotus Notes, BMC Remedy, and Oracle ERP.-Attained ITIL certification.-Promoted to tier 2/3 handling employee onboarding and termination. Also worked on SOx compliance ensuring controlled access to PII and financial data.-One of two analysts responsible for automation of account removal. Productivity went from ~125 tickets per day per agent to >800 tickets per day per agent.

San Jose, California, Us

Bachelor'S Degree, Philosophy

Education record