Kyle Burns Email & Phone Number

Wisconsin, United States

Wausau, Wisconsin, US

• Architected and optimized Service Now ecosystem in an Agile Environment, leveraging JavaScript, Jelly, AngularJS, REST API, and HTML/CSS to develop robust Business Rules, Client Scripts, Flows, Workflows, Widgets.
• Spearheaded the design and implementation of a cutting-edge Employee Service Center portal, significantly improving the user experience for Legal Services, Supply Chain, and IT Service Management
• Facilitated strategic discussions with C-suite executives and key stakeholders to translate complex business requirements into scalable technical solutions
• Engineered a comprehensive onboarding/offboarding solution using ServiceNow flows, catalog items, order guides, and Active Directory integrations, saving the Identity Management team an estimated 3,000+ hours annually.
• Drove continuous platform evolution by implementing new ServiceNow modules, products, and integrations, directly aligning with organizational objectives and enhancing overall operational effectiveness
• Increased overall platform security score from 70 to 95 by implementing recommended security settings and configurations

Wausau, Wisconsin, US

• Monitored the platform's performance and resolved issues as they arose
• Led migration of legacy on-call system to ServiceNow to ServiceNow On-Call Scheduling
• Developed and maintained comprehensive documentation for ServiceNow processes and procedures
• Served as the primary point of contact for ServiceNow-related incidents, achieving a 95% first-contact resolution rate
• Orchestrated seamless ServiceNow upgrades and patch implementations, consistently meeting or exceeding 99.9% uptime SLAs during maintenance windows

New York City, New York, US

• Orchestrated and mentored a diverse, cross-functional team of 10+ professionals, overseeing critical IT operations including endpoint management, desktop virtualization, automation, alerting, and enterprise communication
• Partnered with finance teams and C-level executives to pioneer a "Device of Choice" initiative, offering macOS or Windows options to eligible employees, resulting in a ~15% increase in employee satisfaction scores
• Championed Agile methodologies, facilitating daily scrum meetings and weekly sprint planning
• Engineered robust automation solutions using shell/bash scripting (macOS) and PowerShell (Windows), integrated with configuration management tools, reducing software deployment time by 25%
• Leveraged advanced MySQL queries to extract and analyze complex datasets
• Spearheaded a comprehensive security enhancement initiative by implementing least-privilege access models and standardizing monthly patching processes, achieving industry-leading 95%+ patch compliance rates

New York City, New York, US

• Orchestrated a seamless migration of all macOS devices to Jamf Cloud from on-premise infrastructure, resulting in a 99.9% uptime of the platform
• Engineered and deployed a custom macOS managed software server using the open-source tool 'Munki' on Linux, optimizing update processes and reducing software deployment times by 40%
• Pioneered a cutting-edge "zero-touch" enrollment system, enabling remote Mac configuration and reducing IT support tickets by 50% during onboarding
• Spearheaded the Microsoft Office 365 rollout to 5000+ users, achieving a 95% user satisfaction rate
• Collaborated with IT security to architect a robust, standardized software intake process, enhancing control over the software ecosystem and reducing security vulnerabilities
• Partnered with the ServiceNow application team to design and implement a comprehensive hardware and software catalog, streamlining asset management and reducing procurement cycles

Wausau, Wisconsin, US

- Managed hardware and software issues for a Global Enterprise consisting of over 5000 users.- Supported and managed MacOS environment through Jamf Pro- Managed hardware and software assets via ServiceNow.- Created and maintained documentation for technical SOP.