Jeremy Webster's Location
Tucson, Arizona, United States, United States
Jeremy Webster's Contact Details
Jeremy Webster work email
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Jeremy Webster phone numbers
About Jeremy Webster
Hello and thank you for taking an interest in my profile!With substantial experience spanning roles such as Operations Center Engineer, Site Operations Engineer, and NOC Technician, I have evolved into a skilled professional capable of crafting process-oriented solutions. My understanding of tools and languages like New Relic, Splunk, PagerDuty, Nagios, Prometheus, Solarwinds, Bash, PowerShell, VBS, VBA, Node.js, HTML, CSS, and React along with Oracle DB, Linux, Windows, MySQL, and PostgreSQL, showcases my versatility and technical proficiency.Throughout my career, I have demonstrated success in deploying, optimizing, and securing various technologies to drive operational excellence.Talking about my expertise, I have proven my abilities in leading large-scale migrations and integrations, enhancing system functionality and user satisfaction.Below are my specialty domains:Bash Scripting & Programming | Crisis & System Administration | Site Reliability Engineering | System Operations & Troubleshooting | Process Automation & Tool Development | ITIL Framework & Service Management | Database Network Infrastructure | Reviewing, Refining, & Documentation | Team Leadership & Training | Strategic Planning & Execution | Monitoring & Incident ManagementAs per my record, I have a stellar track of elevating efficiency through tool automation, including the development of in-house toolsets and strategic use of applications.In addition to the above, I have a strong background in designing and implementing effective operational enhancements.Notably, my prowess extends to ITIL principles, with a focus on incident and problem management, and excel in cultivating robust inter-team relationships.I'm always open to connecting and exploring opportunities where I can contribute my diverse skill set. Feel free to reach out or send an invite to connect. We may collaborate on future projects or share insights related to Site and Operations Management. Thank you for visiting my profile!
Jeremy Webster's Current Company Details
Experienced Operations Center and Site Operations Engineer | Infrastructure and Application Monitoring Expertise | Crisis Management
Jeremy Webster Work Experience Details
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Operations Center Engineer IiAvaility Nov 2021 - Mar 2024Jacksonville, Fl, UsIn my most recent role, I ensured seamless daily operations by providing support to internal stakeholders, while addressing access requests and operational challenges. I have engineered advanced troubleshooting solutions for complex system issues, including Linux and Oracle DB environments, while maintaining robust on-call rotation. I was responsible for proactively monitoring applications and infrastructure and employing tools such as New Relic and Splunk to preemptively identify and address system trends. I streamlined operational tasks through administration and automation of tools like Jira and Confluence, improving overall efficiency. Moreover, I designed and refined support processes and documentation for Site Operations, ensuring service continuity and minimal disruption. Key highlights:• Optimized tool automation processes, enhancing system efficiency and resource allocation.• Developed automation solutions and internal tools, leveraging Node.js and React to reduce manual task load and support cross-functional team efforts.• Contributed to development of in-house toolset, adding features that improved operational functionality.• Designed and implemented alerts and dashboards in Splunk, significantly improving incident detection and response times. -
Site Operations EngineerSigfig Jul 2017 - Nov 2021San Francisco, California, UsDuring this tenure, I engineered advanced troubleshooting solutions for complex system issues, leveraging expertise in Linux, MySQL, and PostgreSQL. I monitored applications and infrastructure proactively, employing tools like New Relic, Splunk, and Grafana to preemptively identify and address potential operational impacts. I was accountable for coordinating Site Operations by developing, integrating, and automating monitoring tools, reducing manual intervention, and elevating system reliability. Furthermore, I refined operational processes, procedures, and documentation to bolster efficiency and prevent service disruptions. I headed development of automation scripts in Go, Groovy, Python, Ruby, and Bash, further minimizing need for manual task execution. Key highlights:• Facilitated seamless transition of on-premises Jira to cloud-based Jira, enhancing project tracking and team collaboration.• Designed and implemented custom Splunk alerts and dashboards, optimizing incident response and system monitoring.• Established department from scratch, including development of comprehensive documentation and processes, ensuring efficient operations across organization.• Cultivated strong relationships with all departments and senior management, optimizing interdepartmental communication.• Authored extensive library of support documentation, comprising 500-600 Confluence pages with custom formatting for optimal user accessibility.• Pioneered team's foundation as first member hired, setting standards for future recruitment and team culture. -
Noc EngineerAmadeus Revenue Integrity Mar 2016 - Jul 2017While serving as a NOC Technician, I devised advanced troubleshooting solutions to address complex technical challenges, ensuring operational continuity and minimal service disruptions. I managed and rectified escalated customer service and technical issues, maintaining high levels of customer satisfaction. Also, I monitored critical applications and infrastructure using tools, such as SolarWinds, Graphite, and Splunk, determining and mitigating potential impacts. I have overseen server lifecycle activities, including creation, configuration, and decommissioning, utilizing VMWare and Lumension to align with business needs.• Enhanced network observability by adding custom performance metrics to SolarWinds, preempting production issues related to disk growth and I/O thresholds.• Refined NOC operational processes and documentation, improving service reliability and efficiency. • Led configuration and sustained end-user access, hardware, and software to meet organizational standards and ensure uninterrupted functionality.• Streamlined NOC operations through automation solutions implementation, reducing manual task load and boosting efficiency.• Steered installation and maintained critical monitoring tools, providing robust oversight of network and system performance.
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Performance And Capacity Management / Systems EngineerGeico Aug 2013 - Jan 2016Chevy Chase, Md, UsI have installed, maintained, and supported monitoring tools like BMC Suite and Splunk to ensure effective infrastructure oversight. I streamlined administrative processes by developing automation solutions, improving tool maintenance, and reporting via SharePoint. Moreover, I aligned organizational processes with ITIL principles, promoting best practices and standardization. Improved internal ticketing and reporting structures for more efficient service delivery.Key highlights:• Optimized system performance and capacity planning through comprehensive analysis, facilitating troubleshooting and resource optimization.• Initiated adoption of SharePath for front-end performance monitoring, contributing to in-depth system oversight.• Integrated Dynatrace for end-to-end monitoring, bolstering system reliability and user experience.• Created valuable Splunk resources, elevating team's analytical capabilities and incident response effectiveness. -
Major Incident Team / Noc EngineerGeico Feb 2012 - Aug 2013Chevy Chase, Md, UsDuring my service at GEICO, I produced detailed performance reports for management, offering insights into operational efficiencies and pinpointing areas for strategic improvements. I have headed on batch scheduling using CA-7, amplifying timeliness and efficiency of batch process executions. Key highlights:• Recognized as primary point of contact for major incidents involving mission-critical applications, orchestrating resources swiftly and with accountability to minimize customer impact and maintain operational continuity.• Developed and implemented crisis management strategies, escalating issues rapidly to resolution agents and documenting outcomes for thorough post-incident analysis. • Managed DNS, DHCP, and client profiles using Infoblox and Windows administrative tools, fortifying network infrastructure reliability and security.• Streamlined task allocation by identifying and defining processes for transition to level one or level two support, optimizing resource use and increasing application availability, effectively reducing mean time to restore service.• Enhanced level two support by refining processes, procedures, and tools, proactively reducing service interruptions, and ensuring robust service delivery.• Established detailed training program for new hires, delivering targeted on-the-job training and certification processes that optimized skill development, team cohesion, and organizational performance.• Authored training manual as inaugural member of Major Incident Team, improving team readiness and process efficiency.• Developed custom KPI reports and internal performance metrics, delivering insights for continuous operational improvement.
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Service Desk / Senior Systems TechnicianGeico Feb 2011 - Feb 2012Chevy Chase, Md, UsAs a Senior Systems Technician, I delivered end-to-end end-user support across multiple platforms and technologies, achieving prompt issue resolution and consistently high customer satisfaction levels. I have efficiently resolved escalated customer service and technical issues, utilizing advanced troubleshooting skills to create custom solutions for unique challenges. Furthermore, I provided onsite technical and logistical support during critical incidents, working collaboratively with management, technicians, and support staff to ensure minimal disruption and sustained operational continuity.Key highlights:· Monitored and analyzed performance metrics, identifying trends and areas for improvement to improve service quality.· Automated manual processes, streamlining workflows and reallocating resources to higher-value tasks, boosting productivity.· Led forecasting and scheduling efforts to optimize resource allocation, ensuring the timely completion of tasks and adherence to project deadlines.· Created comprehensive documentation of processes, procedures, and best practices, facilitating effective knowledge transfer and operational consistency.· Managed organization’s knowledge management system, enhancing accessibility of critical information for all stakeholders.· Oversaw optimization of internal and external SharePoint resources for optimal team collaboration and productivity.· Developed and implemented effective communication protocols, ensuring clear and transparent messaging across organization through both direct and broadcast channels.· Designed and implemented customer satisfaction survey system, using statistical analysis to identify service improvement opportunities and elevate customer experience.· Orchestrated training and development programs, improving staff technical skills and awareness of resources, and cultivating learning-focused organizational culture.
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Systems Technician - Service DeskGeico Jun 2008 - Feb 2011Chevy Chase, Md, UsI delivered end-user support across various platforms and technologies, swiftly addressing inquiries and resolving issues to enhance user experience and satisfaction. I was responsible for managing and resolving escalated customer service and technical issues, using advanced troubleshooting techniques to ensure timely solutions, thereby boosting customer relations and loyalty.Key highlights:• Monitored and analyzed performance metrics, identifying trends and areas for improvement to improve service quality.• Automated manual processes, streamlining workflows and reallocating resources to higher-value tasks, boosting productivity.• Led forecasting and scheduling efforts to optimize resource allocation, ensuring the timely completion of tasks and adherence to project deadlines.• Created comprehensive documentation of processes, procedures, and best practices, facilitating effective knowledge transfer and operational consistency.• Managed organization’s knowledge management system, enhancing accessibility of critical information for all stakeholders.• Oversaw optimization of internal and external SharePoint resources for optimal team collaboration and productivity.• Developed and implemented effective communication protocols, ensuring clear and transparent messaging across organization through both direct and broadcast channels.• Designed and implemented customer satisfaction survey system, using statistical analysis to identify service improvement opportunities and elevate customer experience.• Orchestrated training and development programs, improving staff technical skills and awareness of resources, and cultivating learning-focused organizational culture.• Monitored, tracked, and assessed performance metrics, producing detailed reports to guide sound decision-making and forge operational improvements.
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CoordinatorIntuitcommand Center Sep 2007 - Apr 2008Monitors real-time multi-call center environmentPerforms crisis management to escalate impacting issues to appropriate fixing agents and minimize impacts to customers.Coordinates agent channel flexing to optimize service performancePerforms ad hoc analysis to identify opportunities for improvementGenerates and distributes performance reports to executive audienceAdministers customer-facing web site to manage customer service expectationTakes customer contacts during high volume peaks
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Office CoordinatorArizona Pima Chemical Llc Feb 2006 - Sep 2007Processed work orders for new pool accounts, emergency pool service, equipment repair, and replacement.Maintained customer information with accuracyPerformed several Accounts Receivable duties.Managed a peer to peer network, mapped drives, and managed shared application administration.Managed an Access database, developed new search functionality in the original design, and developed automated reporting for trend tracking, accounts receivable.
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Technical Support AssociateAol Aug 2003 - Mar 2005New York, Ny, UsProvided phone, chat, and email support for AOL flagship and partner products. Developed rapport with customers and discovered and meet customer needs for additional AOL services. Piloted support programs for new product lines and developed troubleshooting processes for unknown or newly discovered issues. -
Team LeadAegis Communications Sep 2000 - Jul 2003Tier two support for American Express Membership Rewards and affiliate partners.Mentored and developed tier one representatives.Monitored real-time call center environment.Coordinated agent gating to optimize service performance.Maintained schedules, vacation requests and staffing needs through TCS software, excel, and access.Developed and maintained reporting tools for trend tracking, center operations, and center billing using excel, access, VBA, and ASP web pages.Interned with the IT to maintain 800 workstations, 200 management stations, and exposed to and performed more complicated and involved networking concepts and tasks.
Jeremy Webster Skills
Trend Analysis
Call Center
Software Documentation
Networking
Customer Service
Process Improvement
Telecommunications
Project Management
Microsoft Office
Technical Support
Microsoft Excel
Team Building
Help Desk Support
Troubleshooting
Itil
Sharepoint
Six Sigma
Access
Visio
Active Directory
Windows
Business Analysis
Bmc Remedy
Dns
Switches
Dhcp
Firewalls
Vpn
Mof
Service Desk Management
Help Desk Implementation
Service Measurement
Customer Escalation Management
Network Administration
Microsoft Exchange
Security
Team Leadership
Vmware
Sdlc
Outlook
It Management
Integration
Vendor Management
Sql
Call Centers
Program Management
Training
Disaster Recovery
System Administration
Management
Jeremy Webster Education Details
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Cochise CollegeGeneral Studies -
Western Governors UniversityCyber Security
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University Of Maryland Global CampusGeneral
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University Of PhoenixManagement And Operations
Frequently Asked Questions about Jeremy Webster
What is Jeremy Webster's role at the current company?
Jeremy Webster's current role is Experienced Operations Center and Site Operations Engineer | Infrastructure and Application Monitoring Expertise | Crisis Management.
What is Jeremy Webster's email address?
Jeremy Webster's email address is jc****@****hoo.com
What is Jeremy Webster's direct phone number?
Jeremy Webster's direct phone number is +152087*****
What schools did Jeremy Webster attend?
Jeremy Webster attended Cochise College, Western Governors University, University Of Maryland Global Campus, University Of Phoenix.
What are some of Jeremy Webster's interests?
Jeremy Webster has interest in New Technology, Health.
What skills is Jeremy Webster known for?
Jeremy Webster has skills like Trend Analysis, Call Center, Software Documentation, Networking, Customer Service, Process Improvement, Telecommunications, Project Management, Microsoft Office, Technical Support, Microsoft Excel, Team Building.
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