Accomplishments / Key Responsibilities:ServiceNow Implementation and Stabilization:• Collaborated with stakeholders to define and document functional and technical requirements, ensuring they are aligned with business goals.• Designed and developed various categories of request tickets within the ServiceNow platform, tailoring each to meet specific business needs.•Established and maintained a structured taxonomy for request tickets, ensuring clarity and ease of use for end-users.• Worked closely with ServiceNow vendors and partners to leverage their expertise and ensure the platform's optimal configuration and performance.TPM on migration from Nav 2013 to Business Central (Dynamics 365):• Lead the IT project management efforts for the migration from Nav 2013 to Business Central (Dynamics 365), ensuring alignment with business objectives and timelines.• Collaborated closely with third-party vendors to facilitate the seamless transition of systems, focusing on maintaining project schedules, budget constraints, and quality standards.• Served as the primary point of contact between stakeholders, vendors, and internal teams, ensuring clear communication and expectations to management throughout the project lifecycle.Change Management:• Drove the change management process by developing and implementing strategies to prepare the organization for the new system.• Facilitated training programs for employees to ensure effective adoption and utilization of Business Central.

Accomplishments:• Successfully coached the development team on 30+ Scrum ceremonies; Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective and Product Backlog Refinement • Improved team productivity by removing 20+ impediments and helping the development team focus on high-priority tasks• Led successful implementation of Zabbix monitoring and on-call PagerDuty platform management.• Tracked and initiated stakeholder communications on various team projects, infrastructure changes, and incident management.• Collaborated with the Product Owner to address technical debt through product backlog refinement• Spearheaded resolution of technical debt and ensured technological alignment between commercial and government teams.

Accomplishments:• Set up and configured monitoring and alerting systems for cloud resources using Zabbix• Successfully deployed and managed our on call PagerDuty platform and scheduling• Successfully planned change management procedures for infrastructure upgrades and bi-weekly deployments•Oversaw resource provisioning, scaling, and decommissioning based on workload demands•Configured and maintained virtual networks, subnets, and security groups in AWS• Collaborated with cross-functional teams to gather technological requirements and insure code parity• Created and maintained documentation for cloud infrastructure and processes• Provided technical support for cloud-related issues and incidents• Performed root cause analysis for incidents and implemented preventive measures• Conducted training sessions for new team members on cloud technologies and in house best practices

Accomplishments:• Thrived in a two-week sprint Agile environment and delivering successful projects• Resolved immediate issues during on-call rotations and updated troubleshooting procedures on the team confluence page.• Collaborated effectively with the storage team, rectifying DR East environment and DNS issues in various cloud regions.• Successful deployment of servers VIA Terraform to AWS / Azure cloud platforms• Performed RCA / post mortem for service downtime while on call• Deployed scalable and highly available cloud infrastructure solutions using AWS / Azure• Collaborated with application engineers on resource provisioning, scaling, and decommissioning of • servers based on workload demands.• Implemented backup and recovery strategies for cloud-based resources in AWS

Areas of responsibility• Technical Project Management• QA environment Support• Microsoft Azure cloud support• SuSe Manager Administration (SUMA)• Quarterly OS patches and upgrades• HANA DB OS Layer Support• VMWare support• Cisco UCS Administration• Cross team collaboration support with Tools and Utilities, App Developers, and Database Administrators

Accomplishments:• Document and communicate incidents, outages, ticket status, problem resolutions• Provide after hours and weekend support on a rotational basis, and as needed• Incident & problem management experience to coordinate required resources to respond to complex technology issues.• Identify critical issues, prioritize, and respond to tickets to ensure SLA’s are met.

• Create high quality technical documents (Confluence)• Patch Management• Contribute to and maintain system standards.• Develop and maintain installation and configuration procedures.

• Linux / Unix OS Support• Mac / Windows OS Support• GitHub User Management Support• Google Apps Enterprise Support• Amazon Web Services Support (AWS)• VMWare (VM Deployment)• Casper Suite (JAMF Software)• iOS Support• Active Directory account management• User Training and Support • On call PagerDuty Experience

Accomplishments:• Provide support for in house google migrations for new and current employees• Onboarding new employees technology needs • myDevice cloud training to Pearson technology support technicians nationally / Internationally• Performing timely Software maintenance and upgrades• Desktop Support for Macintosh and Windows virtual environments• Mobile device support for IOS, Windows Mobile, Android and Blackberry Devices

• Manage, and implement all aspects of the Mac server environment• Evaluating and researching new Software Systems slated for future implementation• Management role in numerous major migration projects• Setting up & Imaging / configuring new Computers • Maintaining up to date database records of schools computer equipment • Maya Server• Netboot / Deploy Studio Server

• Fulfilling custom hardware orders based on client requirements• Installed, configured and performed upgrades of operating systems and software• Troubleshoot computer system issues related to hardware / software, and network issues• Coordinating new system implementations with project managers

Learned how to manage and maintain Active DirectoryAssisting in Network equipment configurationParticipating in Help Desk support activitiesConfigured Sun Solaris / Unix installations on various systems Sun Enterprise Servers from Sun MicrosystemsFulfilling custom hardware orders based on client requirementsTroubleshooting / repairing client systems, network, and computer equipment

• Mac OS X Server Maintenance• Performed routine daily backups of client files / folders• Maintaining up to date inventory of software & hardware database records

• Onsite tech support specialist• Mac OS X Server maintenance• Performed routine daily backups of client files / folders• Maintaining up to date inventory of software & hardware database records