Kris Yeager Email & Phone Number

Seattle, Wa

REPORTING DEVELOPER, 2017 – CURRENTDevelop and deliver business intelligence and monthly/quarterly Service Level Reports. Export and process data using SQL Server from service management tools to develop reports for management as well as the customers. • Use Python to automate the creation of SLA reports exported Excel and PowerPoint for over 50 customers using data exported from Sales Force.• Designed Airflow workflows that automate the movement of scan data from scanning servers to local Linux servers for processing of data is used for availability and capacity reports. • Developed SLA reports using Power BI for over 50 customers. I lead meetings to with account teams to verify the data accuracy before customer delivery.• Work with Senior Management to create business intelligence reports for them to view the current status of the account team’s ticket volumes, time worked, and current SLAs. This allows the management team to make informed business decisions in real time.

Seattle, Wa

Engineer account data and processes to migrate into new Service Management tool. Managed data review and processes from both the customer and account teams to update and align with the new service management tool. Worked with customer and internal account team to define scope of migration project.• Designed and documented global process workflow for System Engineers which consolidated and streamlined the multiple geographies into one Global System Engineer’s workflow. • Acted as Architect in addition to System Engineer on multiple transitions. Translated contractual requirements for transitioning of customer’s data into new IT service management tool including addressing deviations as well as mapping integrations to other tools resulting in on time delivery of transition to new tool.• Managed the analysis of current asset data and processes from accounts to ensure complete understanding which allowed for alignment with the new service management tool and processes.• Work with the customer to get a firm understanding of their environment to be able to map account asset data and configure it for the new service management tool.• Trained customer for each transition to use all aspects of the new service management tool which included building use cases which enabled the users to effectively complete user acceptance testing.• Identified and configured new service management tool changes needed which resulted in smooth transitions of customer’s data to the new tool.• Audited data migrated with the customer to verify that all customer data was loaded correctly ensuring a successful transition.

Seattle, Wa

Managed the hardware assets and asset data for given account. Maintained a complete list of all hardware assets and matched them to scan records. Created multiple processes and reporting procedures to ensure audit readiness at all times.• Managed project to compare authorized assets to scanned assets resolving over 2000 unmatched hardware assets resulting in contract compliance for government account.• Facilitated weekly team meeting to track current projects and assign issues and action items allowing for on time delivery of projects.• Designed, maintained, and delivered weekly report of unmatched authorized assets to the customer which allowed for accurate compliance of government contract.• Created and maintained multiple processes and procedures to facilitate the Asset Reconciliation Processes including designing internal MS Access databases and Web based tools to facilitate reporting and data analysis.

Seattle, Wa

Performed availability management reporting and reconciliation for server SLAs with customer. Designed and built tools, reports, and process to identify and resolve SLA breaches. Analyzed and resolved root cause of breaches. Identified and incorporated process improvements.• Supervised 5-member team including 2 contracted employees; managed team workloads and prioritization. • Tracked projects, progress, assignments, and action items; resulting in a well-managed workload for the team and ensuring all issues were addressed quickly and accurately.• Designed, maintained, and delivered Monthly Executive SLA Report; validated each breach of service and reported them to upper management; allowing for an accurate view of monthly SLA breaches penalties a plan to address each breach. • Executed root cause analysis on all contractual SLA breaches. Determined the exact outage time leading to IBM’s ability to negotiate erroneous breaches.• Managed monthly Reconciliation Meetings with customer to negotiate contractual SLA violations for server services saving $2M+ in penalties.• Created and implemented Online Management Status Reporting tool that allowed senior management a real-time view of contractual status updates.• Developed internal MS Access databases and web-based tools that facilitated Reconciliation Processes analysis and reporting, ensured protocol compliance and issue-identification.• Developed a web based tool to automate the reviewing of every server ticket to assign cause and duration of service outage; provided the data needed to identify and reconcile all server outages.

Greater Seattle Area

On Contract with IBM.Client: Washington Mutual• Operational Intelligence, early Root Cause Analysis determination• Analyzed weekly trend reports to identify valid trend issues, and assign them to the Trend Team for additional analysis.• Oversaw the RCA process including reading all RCA updates and ensuring the root cause of the issue was found and conveyed properly to both IBM and Customer Management.• Conducted meetings with designated SMEs from each tower of the business to retrieve their input to determine root cause of server outages. • Hosted weekly meetings to assign, close, and review RCA reports.• Developed menu controlled programs, using HTML, JAVA Script, C++, and PERL that improved the RCA process.• Researched and identified problems with sites not recovering from power fluctuations affecting 1700+ servers, then designed and proposed a solution that resulted in an enterprise wide implementation of a new design.

Tukwila, Wa

• Supervised nationwide team of System Administrators. • Responsible for building and maintaining customer relationships. • Facilitated and deployed installations and upgrades of Windows NT Server and OS/2 systems.• Responsible for hardware and software support of Windows NT Servers, OS/2, UNIX systems, and all other applications for all areas west of the Mississippi River.• Delivered third level support for Omnicell Suppliers that included granting access, troubleshooting user issues, and ensuring customer needs were met.

Tacoma, Wa.

• Served multiple customers, discovered their needs, and made recommendations to generate sales• Enhanced product knowledge utilizing limited resources• Merchandised, stocked and replenished the selling floor constantly• Handled cash, checks, and credit card transactions• Managed the register in accordance with POS guidelines• Met and exceeded sales goals• Processed shipments and ensured all merchandise is represented on the floor• Assisted supervisors to identify and resolve issues in the store

Ft. Lewis

• Performed quality control. Inspected, tested, adjusted components to specific tolerances. • Determined shortcomings and malfunctions in electronic, electrical, mechanical, pneumatic, optical, and electromechanical assemblies, sub-assemblies, modules and circuit elements, with common and system special design test equipment. • Repaired unserviceable items by removing and replacing defective components and parts. • Repaired unserviceable optical and infrared components by aligning, adjusting, removing and replacing defective modules and assemblies. • Determined serviceability and disposition of defective assemblies, sub-assemblies, and parts. • Performed maintenance adjustments and repairs on jobrelated tools and equipment. • Performed quality control measures. Installed equipment modifications and provided technical assistance to supported units.

Associate’S Degree, Electronic Engineering Technology

Associate’S Degree, Technology