Jami Ritter Email & Phone Number

Mendota Heights, Minnesota, United States

Created the incident management process establishing a structured approach for identifying, alerting, prioritizing, responding to, and resolving incidents effectively to minimize customer impact. Managed and administered the PagerDuty incident response platform, serving as the primary point of contact for configuration, customization, and maintenance.Release manager for FUSE application ensuring the successful planning, coordination, and execution of software releases across all environments.Utilized automation tools and scripting to enable faster and more reliable software releases by collaborating and training across all development teams.Designed and implemented comprehensive alerting strategies for the FUSE application to ensure timely detection and resolution of performance issues, errors and anomalies.Collaborated with development and operations teams to define alert thresholds, rules, and conditions based on application-specific metrics, logs, and events.For all initiatives comprehensive documentation and training with work instructions were created to outline the steps and guidelines for new processes.Acts as a subject matter expert and provided ongoing support and guidance to users, addressing questions, resolving issues and promoting compliance with the new processes.

Eagan, Minnesota

Member of the Office 365 Core team managing the transition of Prime Therapeutics into Microsoft Office 365. Lead coordination effort between Business Partners and IT technical teams.Meeting accelerated timelines while adhering to strict security framework.Own VDI testing lab working with 74 different business partners and over 350 individual testers encompassing all business units and IT groups.Liaison between Business Partners and Technical team.Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators, provide regular status updates and metrics to Team Leadership.Accountable for delivering successful implementation of Office 365

Eagan, Minnesota

Built and lead the Data Center Service Desk and front line support teams consisting of 2 Team Leads, 3 Shift Supervisors, and 22 analysts; the teams were responsible for first level systems/network support and Major Incident Management for Thomson Reuters. Provided direct supervision for analysts in Eagan MN and Bangalore India. Served as escalation contact for critical incidents, including communications to senior leadership as well as the liaison to affected business units. Helped connect similar work flows across departments to improve efficiencies and collaboration.Built a new Service Desk Incident Management team with locations in Eagan/India. Created and defined department polices on Major Incident Control.Reduced the number of false critical incidents by 80% by establishing clear precise timings and guidelines for analysts to use.Established new tools for reporting analysis, monitoring and troubleshooting for Major Incidents across multiple cross functioning teams.Created new standards and policy for management escalations procedures.

Eagan, Minnesota

Lead a team of 8 Incident Managers in multiple geographical locations, supporting the Thomson Reuters global operations. Wrote and delivered performance reviews, worked with staff on career development and training. Created team objectives and enforced Change and Incident Management rules within. Responded to customer escalations and drove long-term problem resolution, and performed root cause analysis. Collaborated with problem management team to create clear process definitions which aided in the timely transition of incidents into the problem management workflow.Created global Major Incident Process aligning multiple business units into one method.Co-Owned Major Incident team re-org, combined two global teams into a single larger team.Aided in career development through personal coaching, promoted two engineers. Implemented a Production Change Approval process improving response time by 50%.Aligned staffing to a follow the sun model. Reducing over time costs, employee retention and effective leverage of lower cost markets.

Eagan Minnesota

Member of a global dev-ops team that supported approximately 90 different applications running on Windows and UNIX systems. Served as project corridnator and owned all new application intake. Built out new servers, created application installation procedures and documentation. Worked closely with teams across datacenter to deliver solutions and execute major maintenance events including power, switch, and storage. Oversaw training plans for new hires. Mentored engineers on new applications and support methods. Managed the change queue and enforced change management rules with customers. Served as a member of Datacenter Stability Team.Project owner for West Electronic business unit applications that generated over $500 million in annual revenue; responsible for solution design & review, customer interaction, documentation, troubleshooting. Owner for all major incidents and performed root cause analysis.Personally solved several high-profile issues, preventing SLA violations and $400k in penalties.Mentored team members on various datacenter technologies, including F5 BigIP and DNS, Windows, and WebSphere Application Server, increasing team effectiveness and reducing hours of impact.Performed high-risk change requests, product migrations, ensuring maximum quality.Led effort to create App Support Change and Incident Guidelines document for customers, decreasing change execution lead time and e-mail overhead.Performed Project Implementer role within Application Support working with business partners for new business/changes to their existing structure and if/how to manage that with current staffing/workload.

Master’S Degree, Masters Of Science

Bachelor Of Science (B.S.)