Jacob Viets Email & Phone Number

Hartford, Connecticut, United States

● Provided L2 operational support to a ServiceNow portal allowing the client to provision compliant Azure resources through ServiceNow workflows and Powershell scripts; including debugging automationfailures, and responding to service requests and incidents, resolving an average of over 10 issues per day.● Provided administrative support to over 200 Azure subscriptions, including granting users access tocloud resources based on organizational IAM policy, creating Microsoft support tickets, and providingrequired changes to IaaS and PaaS Azure resources, including virtual machines, virtual networks,network security groups, storage accounts, key vaults, function apps, Azure Kubernetes Service, etc.● Ensured proper documentation of all work completed through ServiceNow’s Incident, Change andProblem Management System.● Ensured timely delivery of newly created virtual machines including required compliance software such as Puppet.● Monitored and distributed incoming ticket queues of approximately 1,000 to 1,300 tickets per monthand prioritized existing tickets based on Service-Level Agreements.● Monitored internal Splunk dashboards to ensure the availability of all supported services.● Spearheaded daily troubleshooting sessions with two junior engineers, enabling them to resolve 20% more issues.

Master Of Science - Ms, Quantitative Economics

Bachelor Of Arts - Ba, Statistics And Economics

Activities and Societies: Barbell Club