Michael Pack Email & Phone Number

California, United States

Santa Clara, Ca, Us

Palo Alto, Ca, Us

- Led the team responsible for the service availability, security, and compliance of VMware Cloud on AWS.- Structured project work around measurable service goals, enabling team members to make priority decisions independently while aligning work with business objectives.- Spearheaded a service wide incident reduction initiative across multiple teams, emphasizing automation and alert refinement, leading to a 40% year-over-year improvement.- Drove efforts to reduce team Mean Time to Recovery (MTTR), resulting in a 20% year-over-year improvement.- Chaired the monthly review of key service metrics and events with service owners and leadership.

Palo Alto, Ca, Us

- Led the team responsible for maintaining the service availability, security, and compliance of VMware Cloud on AWS.- Responsible for all new production service and service owner onboarding.- Proposed and established a new team of SDDC specialists as SRE organization evolved to meet business and service needs.- Organized the team around buckets of planned and unplanned work, resulting in significant improvements to team efficiency and achievement.- Defined, measured, and reported key service metrics for leadership and service owner consumption on a monthly basis.- Cultivated strong relationships with service owners.- Launched a change advisory board and influenced culture, practice, and process across multiple teams to support it.- Developed new on-call models to optimize coverage and resourcing across multiple teams.- Established incident response procedures and standardized ticket handling and hygiene.

Palo Alto, Ca, Us

- Responsible for maintaining the service availability, security, and compliance of VMware Cloud on AWS.- Built a scalable operational support model within the global team.- Boot-strapped the GovCloud SRE team.- Influenced the team’s SRE mindset & culture. - Defined, measured, and reported key service metrics for leadership consumption.- Played a key role in launching the Service Ownership initiative as part of the SaaS transformation.

Redmond, Washington, Us

- Maintained the service availability of O365 Substrate.- Designed automation to identify causes of passive availability issues and link them to code for bug filing.- Tech lead of team responsible for driving REST API reliability improvements across multiple micro-service teams to achieve our 99.999% goal.

Redmond, Washington, Us

- Maintained the service availability of O365 Exchange Online.- Designed and implemented big data pipelines for activity analysis, dashboarding, and experimentation through AB testing.- Led high priority investigations into service-impacting issues.- Defined, implemented, and analyzed passive monitoring metrics.- Mentored teammates and summer interns on big data queries and passive metrics.- Upgraded legacy internal tools to scalable Azure Cloud Service equivalents.

Redmond, Washington, Us

- Maintained the data integrity and service availability of Outlook.com.- Participated in daily performance reviews, identifying and investigating service-impacting issues using passive metrics and logs to enhance service quality.- Participated in design and spec reviews with Dev, PM and Test.- Designed and developed live-site tooling to reduce manual investigation and repair effort at scale.- Implemented on-call shift reporting, ticket tracking, and deployment metrics to reduce human touch time and improve automation.- Instituted hardware failure reporting.

On-site deployment, verification, and troubleshooting of custom AV control system software.