Jordan Watson Email and Phone Number

Led team of Cloud Engineers and DBAs in Cloud Infrastructure for flagshipSaaS application at ReliasDemonstrated expertise in cloud-management systems with in-depthknowledge of Azure and experience with AWS and GCPMaximized performance by monitoring daily activities and mentoring teammembersLed projects, conducted employee feedback and evaluations, coach andmentor team membersMonitored SLAs and performance metrics to ensure optimal performance anduptimeManaged budget for cloud management operations, ensuring efficient use ofresources and costs while meeting SLAs and objectivesCreated and documented best practices and runbooks to be used bymembers of the Enterprise Cloud Management team to troubleshootincidentsExpanded cross-functional organizational capacity by collaborating acrossdepartments on priorities, functions and common goalsIdentified gaps and potential improvements in current processes anddeveloped and implemented solutions to address themResolved staff member conflicts, actively listening to concerns and findingappropriate middle groundDelivered feedback to decision-makers regarding employee performanceand training needsRecruited and hired top performers to add talent and value to department

Focused on infrastructure of Relias Learning's RLMS production environment, ahybrid environment of servers, virtual machines, and Microsoft Azure resourceswhich serves over 2 million usersClosely monitored production environment through a variety of tools includingNew Relic, Pingdom, Spotlight, Google Analytics and Windows PerformanceToolsConfigured, maintained, and troubleshot hybrid Windows environmentcontaining a mix of servers running Server 2008 R2, Server 2012, Server 2012 R2,and Server 2016Collaborated with developers, DBAs, QA, and Information Security to createprocesses and procedures for disaster recovery, software deployments,hotfixes, and change managementWorked to improve culture of Relias Learning's Engineering department tohelp eliminate setbacks by improving communication and change management within department as well as getting better understanding ofhow different departments impact RLMS environmentManaged vendor relationships with Rackspace, Dell/EMC, and other majorvendors to ensure Relias received agreed upon services and exploreadditional options to improve Relias infrastructureWorked closely with development teams to deploy software releases toproduction environmentsReported monthly billing of production and development cloud environmentsto assist with budgeting processDevised onboarding and training plans for new Systems Administrators andmentored new team membersContributed to development, administration and testing of disaster recoveryplans

T Generalist supporting multiple Microsoft platforms including Windows 7, 8 10,and Server 2008 and 2012 as well as Android and Apple mobile platforms inboth local corporate environment and Rackspace production environmentResolved diverse range of technical issues across multiple systems andapplications for customers and end-users across various time zonesProvided Tier 1 IT support to non-technical internal users through desk sidesupport servicesAssisted customers in identifying issues and explained solutions to restoreservice and functionalitySupported network appliances including Cisco and Meraki hardwareProvided end user support for both local and remote users across 300+ userorganizationManaged, tracked, and documented requests through SpiceWorks ticketingsystemDeployed laptops and other equipment for new and existing employeeslocated both in Cary office and remotelyMaintained and patched 12 servers in corporate environment including VMsand physical serversSupported VoIP telecommunications managed by Masergy Communicationsincluding creating and maintaining Auto Attendants and Call CentersManaged Active Directory users and groups on enterprise level includingadjusting permissions and configuring network sharesSupported Office 365 environment for OWA, Outlook 2010 and Outlook 2013including using Windows PowershellAssisted with updating technical support best practices for use by teamExplained security measures in simple terminology to help users understandmalware and phishing threatsMajor projects included implementation of System Center ConfigurationManager 2012 across corporate environment, configuring replacementdomain controller for Rackspace DFW environment, upgrade and licenserenewal of Symantec Backup Exec to 2015 version

Provided second level technical support for Relias Learning's proprietarylearning management softwareSupported users in variety of markets including Mental Health and Addictions,Intellectual and Developmental Disabilities, Senior Care, and CorrectionsProvided phone, email and chat support as well as conducted training callsand webinars to help train local administrators in using LMS softwareBroke down and evaluated user problems, using test scripts, personal expertiseand probing questionsFollowed up with clients to verify optimal customer satisfaction followingsupport engagement and problem resolutionTrained on Broadcore software to manage and maintain VoIP phone and callcentersConducted At-Risk Calls to help meet needs of individual organizationconsidering canceling their service with Relias LearningMentored other team members learning Relias LMS platformAssisted with updating customer facing knowledge base articles after launchof Relias Learning Management System platformPrepared employee schedules for maximum coverage during key hoursWorked with software development team on reported errors and bugs onnewly released software and assisted in deployment of release fixesCreated, prepared and delivered reports to departmental leadership

Provided break-fix support for computers, cell phones, tablets, printers, andother equipment throughout Duke University Medical Center environmentincluding Windows 7, Mac OSX, Android, and Apple devicesDocumented and monitored trouble tickets through ServiceNow ticketingsystemDeployed hardware in support of roll out of Epic and Maestro Care supportmodelManaged assets via asset tracking database for new hardware andhardware that was replaced or refreshed and Active DirectoryConfigured hardware, devices and software to set up work stations foremployeesFollowed up with clients to verify optimal customer satisfaction followingsupport engagement and problem resolutionRemoved malware, ransomware and other threats from laptops and desktopsystems

Provided first level technical support for Duke University Medical Systemenvironment supporting Windows, Mac and smart phones over phone and viae-mailCreated triage trouble tickets and provided first level technical support fordevices within health systemEntered service tickets into incident tracking system to facilitate fasterproblem identification and resolutionResponded to user operational issues with desktop computers, laptops andmobile electronic devices to enable problem resolutionAddressed user customer service concerns and decided when to escalateproblems to specialist team membersAttended monthly team meetings to enhance product and serviceknowledge and gain insight into beneficial issue resolution strategiesRecipient of DHTS Service Desk Trend Setter award for March 2012 andmultiple time recipient of Trend Setter Honorable Mention for meeting criteriaincluding: Talk Time under 5 minutes, above average Customer Service Indexscores, Aux time below average and adjusted aux time below average

Teaching assistant to Professor Oliver Williams in three online classes, Internet Research, Data Analysis, and Designing Political Web Pages, each dealing with Personal Computers in different ways. Tasks include supporting both Windows and Mac operating systems, web development with Adobe Contribute, grading assignments as well communicating both written and verbally to effectively solve problems. Teaching Assistant for CSC 200 – Introduction to Computers. Tasks include teaching two classes per week, supporting Windows 7 operating system, HTML web development, grading assignments and communicating both during office hours and electronically with students. Worked to support end user on remote and local workstations to fix problems and educate the user.

Repaired and maintained computers, configured, built and diagnosed hardware, computer software and various equipment on the WakeMed Raleigh Campus. Provided IT customer service relative to deployment, configuration, instillation and delivery of computer equipment and software. Utilized internal electronic Help Desk Application to respond to requests for technical support and document resolution. Helped implement Microsoft Office 2007 in a system wide upgrade.

Assisted Mike Best in network administration and installation on the home and corporate levelInstalled servers, routers, modems and software to manage network systems including a new server at Lenoir County Schools headquarters