Kyle Stark Email & Phone Number

Chicago, Il, Us

Responsible for creating and chairing the application modernization TMO & leading the strategic vision, management, and service improvement for multiple of ITSM and Agile based Application Support operations. Directly leading senior managers with organizations consisting of line managers, architects, engineers, developers, automation testing engineers, and other IT roles; Consisting of +100 on-shore and off-shore resources supporting over 150 applications and IT systems, Robotic Process Automations (UiPath), and the company’s $90m revenue generating global website.• Increased operational maturity 3 levels by creating best practice based operational models as well as creating and governing SLAs & KPIs.• Significantly improved DevOps KPIs through creating the strategy and overseeing the execution of fully automated CI/CD/CT pipelines.• Reduced I&O costs and on-prem server footprint by 16% by creating and chairing the Application Modernization TMO in phase 1; set later phase strategy for 100% elimination of Data Center footprint.• Improved global website performance 3-fold increasing SEO results by driving re-architecture and engineering initiatives.• Optimized cloud costs resulting in a 25% monthly cost savings and reaching over 60% under budget through various techniques such as right-sizing, data management, and re-architecture.• Successfully delivered +$15m in Managed Service Provider contracts from RFP to Termination or Renewal; +$2m year in vendor savings due to contract negotiations.• Eliminated full OpEx costs for +25 applications by creating an Application Rationalization process in collaboration with Business and IT Leadership as well as Product Management teams. • Created & chaired application monitoring COE including setting the strategy for top of the market APM vendors.• Set the strategic direction and became principal internal consultant for the IT Service Management transformation program including ServiceNow maturation road map.

St. Louis, Missouri, Us

(Converted through Strategic Staffing Solutions)Responsible for leading the design, implementation, globalization, governance, and continual improvement of multiple ITIL, Agile, and DevOps best practice frameworks across the full global IT landscape.• Reduced service interruptions by 90% and decreased outage durations by 94% by building and operating multiple ITIL & ITSM functions such as Major Incident, Problem, Event, and Availability Management. • Minimized impact and reduced time to restore by steering and influencing high performing engineers and developers in multiple disciplines and areas of expertise during unplanned service interruptions.• Increased outage and overall performance visibility by 95% to executive IT and Business leadership and stakeholders by creating, executing, and governing executive communication frameworks.• Generated Service Improvement Plans that resulted in an increase of uptime and availability across multiple systems by 60%.• Orchestrated growth of multiple process adoption from proof of concept to fully global.• Leveraged best practice frameworks to integrate Development and Operation teams as well as internal and external service providers. • Led, collaborated, and influenced several engineering projects including modernizations, automated vulnerability detection and remediation, and legacy/end-of-life management

New York, New York, Us

Navigating the complexities of one of the world’s premier financial institutions, I championed a culture of urgency and precision, understanding that every second could influence billions in assets and the trust of our global clientele. Handling incidents across diverse financial sectors, from retail banking to global securities, I was in the nexus of interlinked systems and business units.• Critical Incident Resolution: Steered the rapid resolution of $MM IT incidents, bolstering digital infrastructure and securing a rise in uptime• Expert Stakeholder Communication: Managed hourly updates during disruptions, ensuring clarity for IT, executives, and board members, leading to a rise in stakeholder satisfaction• Cross-Functional Management: Collaborated with diverse IT functions onshore/offshore for smooth communication, leading initiatives across regions, enhancing efficiency• Seamless ITIL Interactions: Forged productive collaborations with key ITIL functions such as Problem & Change Management to streamline solution implementations• Financial Application Resilience: Enhanced the uptime of diverse financial applications across Retail Banking, Credit Cards, Mortgages, Global Consumer Banking, and Treasury and Trade Solutions• Global Leadership: Nurtured and directed a diverse team of professionals, including offshore members, instilling a culture of growth and boosting team productivity• Developed robust alliances with external vendors, achieving faster resolutions for third-party related systems• Risk Navigation: Coordinated with the risk management, ensuring prompt identification, assessment, and mitigation of incidents, compliance, and regulatory infringements• Monitored health of key applications preventing outages, and enhancing system uptime• Optimized tools and processes resulting in improvement in detection and reduction in false alarms• Developed comprehensive reports on application performance, providing actionable insights

Adapted to business needs to address a wide array of technology gaps by quickly learning then applying best practices which drastically increased total environment uptime, incident response and tightened security. Examples include researching, designing, implementing and operating monitoring systems due to several undetected failures; researching security and cyber incident response due to exploited vulnerabilities; researched windows server memory debugging and created SOPs and Work Instructions due to several memory leaks crashing web servers. • Diagnosing, researching and resolving escalated issues for a Windows web hosting and Microsoft Gold partner that included Server 2003, Server 2008, IIS, Exchange, Windows SharePoint Services, and Moss technologies reported by phone, e-mail or ticketing system• Created Known Errors, Processes, and Procedures from escalated issues to enable the service desk to perform first line resolution for previously escalated issues. • Designed, implemented, and maintained new systems and software, correcting abnormalities, and applying maintenance and feature updates to current operating and system software.• Ensured deployments are brought into the production environment with minimum impact. Technical Profile: Infrastructure, Telephony, Exchange, Windows 2003 and 2008 Server, Networking, WAN/LAN, Cisco, Firewalls, Service Desk, Operations Bridge, Command Center, Monitoring, Nagios, IIS, ASP.net, SharePoint

Hanover, Md, Us

St. John's Mercy Hospital (contract through TekSystems) ● Supported +2,000 windows workstations, EMR/EHR systems, and printers for St. John's Mercy Hospital; direct support to all levels of hospital staff including executive support a● Diagnosed, researched and resolved hospital Windows XP client, Active Directory, hardware, peripheral, and network access problems reported by phone, e-mail or ticketing system. ● Implemented new systems and software, correcting abnormalities, and applying maintenance and feature updates to current operating and system software.● Acted as the central figure within the deployment group for performing advanced research and assisting the detection of future potential deployment problems, finding incongruence within the project by eliminating redundancies; discovered and capitalized on improvement opportunities. ● Ensured the deployments are brought into the production environment with minimum impact. ● Performed research on deployment history for reoccurring issues and summarized, through documentation, the resolution to ensure issues were being resolved for the customer. ● Improved technical aptitude in the deployment project and maintained advanced knowledge with the ability to restore service on deployed PC systems in a timely and efficient manner.

Monitored and provided immediate response to detected network abnormalities.Communicated and managed system status, health of network devices, and critical applications ofNPG customers via tunnels on Cisco 831s and NetVigil monitoring software.Used technical knowledge to identify, troubleshoot, and resolve end user, physical layer, networklayer, and worked with carriers to resolve layer 2 issues on T1, DS3, ATM, Frame-Relay and otherWAN/Backbone technologies.Assisted Primary Network and Online Gateway customers with client connectivity issues andprovided Tier 1 server-side support on WAN technologies.

Hanover, Md, Us

Rehabcare – Help Desk Analysis Assisted RehabCare employees with general PC, proprietary software, network, and Palm OS/Application technical problems via email, remote desktop, and phone support. Deployed new technology to RehabCare users both at Corporate and in the field. Created templates for commonly used email responses and documents on new technology or software/hardware installations for peers. Created documentation for users to follow out in the field and proactively created FAQ’s for users to follow.

Us

Provided top level escalation tech support for all 321 Studios products via telephone, email, and forum support. Provided tier 3 support for software product issues and created the corresponding training manual. Managed and supervised a team of 10 while specializing in agent time development skills and logical path development.

SBC Yahoo! Dsl project – Customer Self InstallClient Facing Customer Support; consistently lead agent KPIsTroubleshot and provided resolution for DSL connectivity, no browse, and best effort general DSL/Internet/networking problems in a high volume call center, while utilizing Vantive 7 documentation and various Swbell, Ameritech, Yahoo! Simulation and other network monitoring and connectivity tools.

Bachelor Of Science - Bs, Psychology

Associate Of Arts - Aa

Education record