Karin Swanson Email and Phone Number

As a member of the DevOps team, I helped build and support developers in launching stable applications via CI/CD pipelines using Github, CircleCI, Terraform, Docker, and AWS. Responsibilities included:- Utilize Hashicorp tools (Terraform, Packer, Consul) for developing and deploying AMI's and creating immutable Infrastructure-as-Code- Develop Ansible playbooks for conveniently maintaining consistent configurations across servers - Monitor health and performance of applications and infrastructure using Splunk, Datadog, New Relic, and CloudWatch- Integrate secure practices for maintaining Compliance and preserving integrity of systems- Leverage Python and Bash for automating repeatable tasks- Continually familiarize myself with AWS services to understand options for improving Cloud deployments

Led a team of Engineers in maintaining our logging infrastructure platform (~80TB daily ingestion) using Splunk. Our team handled maintenance, patching, operations, and support for users in developing queries and dashboards for acting on data.

Managed a team of system administrators to develop and improve systems management, alerting, and provisioning solutions. Responsible for Active Directory administration and automation for routine and repetitive tasks, including Group Policy systems, application deployment, and systems imaging. Planned and executed system patching routines across a diverse set of operating systems and applications. Engaged with Support Services, Systems Engineering, and Networking teams to ensure new technologies and solutions were properly documented and managed. Ensured SLA’s, response times, and recovery time objectives were met with on-call rotations and processes across multiple global teams.

Responsible for building, scaling, and managing global Help Desk functions and overseeing the management of 23 team members in North America, Latin America, Europe, and Asia. Mentor, motivate, and grow teams to support the 13,000+ employee population with a strong presence of both Mac OSX and Windows in the enterprise environment. Focus on aligning support teams globally through centralized ticketing, standardized support tools, and global SLA’s to provide 24×7 support to employees. Collaborate with department leads to gauge and improve value of support services. Contribute to global office expansions and establish a support service presence that aligns with strategic goals and organization initiatives for the office location. Gather and analyze metrics to drive improvement, and assist with the design, implementation, and development of self-service tools—a password reset tool and a Help Desk knowledge base.

Responsible for management of North America Help Desk functions and managing of team members in Chicago, NYC, Palo Alto, San Francisco, and Seattle. Planned, implemented, and led the support of computers, software, and technology processes. Analyzed ticket trends, recommend solutions, and applied preventive maintenance measures. Developed and administered service levels to ensure support aligned with the organization’s strategic goals.

Provided desktop support to Groupon employees utilizing technical experience and customer service skills. Supported corporate computers, peripherals, mobile devices, desk phones, and audio/visual equipment. Administered enterprise applications and services (Google Apps, Active Directory, ShoreTel, Cisco Telepresence) and supported Windows and Mac operating systems.

Implemented a digital documenting process for Court documents and developed support documentation for procedures. Managed calendar syncing and blackberry devices, answered phones, prepared billing, communicated with clients, and prepared Court documents. Responsible for technology support and assistance in the purchasing of technology related products such as computers, tablets, and Dictaphones.

Supported students, faculty, and staff at the University of Iowa by offering computer guidance at our office and through phone, email, and live chat. Worked directly on customers' computers and researched solutions to troubleshoot issues.

Teacher's assistant for four summers with special education children. Helped the children interact in the school environment, read books, encouraged children to work on puzzles, and blew their runny noses. Helped monitor the children's actions and focus their attention on the teacher during lessons.

Managed invoices, billing, and vendor information. Designed customer mailing layouts and handled deliveries throughout the Chicagoland area. Routinely organized and backed up digital company data. Maintain company Website at http://www.jwprintsource.com.