- Facilitate and lead weekly Incident and Problem review meetings.- Implemented Incident Management improvements and processes that substantially lowered mean time to acknowledge (MTTA) and mean time to recovery (MTTR) times.- Facilitate root cause analysis (RCA) sessions to identify problems and rectify outstanding issues.- Develop and publish Incident Management documentation and processes.- Mentor and Train Incident Managers.- Manage on-call team, identify areas of improvement, and clarify processes.- Drive major incident communication and resolution.- Analyze metrics, logs, trends, and other data to make effective business and organizational decisions.- Identify budget trends and anomalies and implement cost-saving measures for unnecessary spend.- Analyze traffic logs and implement preventative measures for unwanted traffic.- Identify and improve monitoring and detections of events and incidents.- Analyze, structure, and present Incident and other relevant data to leadership to ensure continued alignment with organizational and business goals.Technology and Tools used:- Jira / Confluence- DataDog / Zabbix / Pingdom / PagerDuty- Kubernetes / Percona / Solr / Tomcat / Apache / MySQL- AWS - EC2 / S3 / CloudFront / WAF / Shield / CloudWatch / EKS- GCP- CloudFlare

- Liaised and advocated for healthcare IT managed services customers, successfully building trust and rapport.- Coordinated and managed technical projects and upgrades.- Acted as Incident Manager for all major incidents, reducing mean time to recovery (MTTR) and giving clear and concise updates for customers.- Led weekly meetings with customers to review outstanding issues, projects, and status reports.- Coordinated multi-disciplinary teams across the entire organization for issue resolution.- Built and managed strong relationships with service consumers, regularly communicating with leadership and C-Suite executives.- Reviewed changes and ensured change control compliance was met.- Facilitated ITIL processes including change, incident, problem, and knowledge management.- Reviewed business metrics including System-Level Agreements (SLAs) and Service-Level Objectives (SLOs).- Built and executed action plans for SLA's and other performance standards not being met.Technologies Managed:- AWS (EC2, RDS, Route53, Elastic Beanstalk, VPC, ELB, EBS, EFS, CloudFormation, CloudWatch)- Windows Server 2008 / 2012 / 2016 / 2019- RHEL 6.x / 7.x- InterSystems Cache- Microsoft SQL Server- IIS- JBoss EAP- OpenShift- VMWare- Grafana, Zabbix, Splunk, SolarWinds Pingdom & DPA- Cisco Meraki- IPSec VPN

- Further continued building trust with customers, as well as identified and acted on areas of opportunity and improvement.- Change Champion for Change Enablement.- Technical lead for maintenance, monitoring, and overall system management.- Mentored junior members of the team.- Provided subject matter expertise and contributed to the community on technology improvements.- Drove and led team-wide security vulnerability resolution and production improvements.- Managed and delegated Service Request queue.Technologies and tools used:- Oracle Linux 6+- Linux HA Clustering- Millennium Application Tier and IBM MQ Middleware- Oracle SQL & MSSQL- DNS / NAT / ACL's

- Liaised and advocated for healthcare IT managed services customers, successfully building trust and rapport.- Diagnosed and troubleshot frontend and backend technical issues.- Led incident resolution as Incident Manager.- Analyzed and improved system performance to meet and exceed SLAs and SLOs.- Planned and delegated short to long-term projects.- Performed weekly meetings with clients.Technologies and tools used:- Windows Server 2008 R2+- Citrix XenApp 6.5 / 7.15- Citrix PVS- Citrix Session Recording- Citrix Storefront- Business Objects 4.x- Active Directory- Document Imaging: CPDI, AX, ERMX, DX, Kofax

- Maintained a Service Request queue for multiple clients.- Implemented and coordinated technical projects and upgrades.- Followed specific change management procedures for production environments.- Mentored Velocity Training Program system engineers.Many of the technologies used included:- Windows Server 2003, 2008 R2, 2012 R2- Citrix XenApp 4.5, 6.5- Citrix Provisioning Services (PVS) 6.1- Citrix StoreFront 2.6- Citrix SmartAuditor- Active Directory & Group Policy- IBM Websphere / Enterprise Appliance - EMC ApplicationXtender & DiskXtender- Kofax Capture 9 & 10- VMware ESXi - VMware VSphere and VCenter Environments- SAP Business Objects 3.1 & 4.1- Red Hat Enterprise Linux- Cerner Specific Solutions: iBus, PowerInsight, CPDI, RRD, Win32 Charting, Millennium Mobile, etc.

- Provided technical support for Meritas Health Corporation and medical offices. - Maintained the EMR system and supporting software and hardware. - Worked closely with end-users to troubleshoot issues with desktops, laptops, scanners, printers, servers, etc. - Serviced Active Directory, Group Policy, print servers, and file servers. - Traveled to on-site locations or worked remotely to resolve Service Requests.- EMR Software - EClinical Works- Windows 7- Windows Server 2008 / 2008 R2- Fujitsu Scanners- BizHub Printers- Acronis