Michael Pence Email & Phone Number

United States

United States

Greater Denver Area

(Design, Code, Track, Deploy)Reviewed critical systems and applications weekly with all teams to ensure performance and stability of Production, Development, Test and other related environments. Worked directly with Systems, Network, Database and other teams as needed to document, test and approve scheduled changes to internal environments utilizing internal change control process Tracked version control, changes and enhancements via Github for internal applications and tools. Deployed SOAP and other API applications via Puppet and Oracle SQL Developer. Projects:Glory Teller Infinity - Utilized Core API to process financial transactions and manipulate client data. Supported Vendor for initial installation and testing. Designed Implementation and testing plans to ensure successful product launch.Multi-Environment Tool - Created application using Powershell and Puppet to allow any user to deploy an environment to meet customized needs across the organization. This reduced overall time to complete the request and direct control over functional options.

Greater Seattle Area

Troubleshoot Hardware issues. Diagnose and replace hardware related issues such as Processor, Motherboard, Ram, Video Adapter, RAID cards and storage devices.

(Manage, Develop, Review, Communicate) Manage team of 7 Employees and complete all day to day administration. Develop Projects and plans for increased revenue streams via utilization of existing resources. Review milestones and goals to ensure contracted metrics are attained. Communicate with peers and Executive management to ensure a focused and client driven experience.Projects:Custom Application Code Optimization Review current client implementation and all custom software solutions with the goal of implementing standardized code in place of custom code. This allows the client optimized support as well as aligning with future code updates.Beta Team Test and review all documentation and updates related to the Beta Release of upcoming software. Work closely with Development to document defects and installation issues that would be encountered within a client environment. Implement code from Development to ensure that client experience is optimal and implementation process is properly documented.

(Review, Research, Develop, Verify) Review and Research reported issues within the DNA system using PL/SQL, Wireshark and internal support tools. Review escalated issues and Source Code to develop a plan for possible Solution, Work Around or to recommend for defect creation within TFS. Work to improve ability of team to meet Goal Driven Metrics and SLA requirements to deliver a consistent customer experience.Projects:VDI (Virtual Desktop Implementation)Test and Configure requirements needed for the Support Department to implement and utilize the VDI to allow PCI Compliance. Implemented and configured software to allow all technicians to receive a VDI instance that met their daily needs including Oracle, DNA Client, Custom Firewall and Network Settings.Client Care Replication LabRedesign and document Client Care replication environments to allow for full replication of client issues. Duplicate client environments by adding Load Balanced Application Servers and any Third-Party applications that are commonly used by clients.

Corvallis, Oregon Area

(Research, Replicate, Develop, Verify) Research and Replicate issues within the Acumen system using PL/SQL and internal support tools. Work with both the Escalations and Development Departments to design and implement application level and data level corrections where required. Work within Goal Driven Metrics and SLA requirements to deliver a consistent customer experience.Projects:Training Develop training and documentation for the Acumen Platform.End of Year Tax Issue Resolution (Develop, Test and Verify solutions to known issues with Canadian Tax Related issues. This included custom SQL queries to find and update several areas of the Acumen Database. Also worked closely with Development and Project Management to document process and code updates to allow decrease in overall scope of issues faced.Support Lab Implementation(Design Support Lab environment using existing departmental resources to allow create depth and control of the environment. This would allow increased understanding and replication while troubleshooting.

Corvallis, Oregon Area

(Restore, Recover, Document)Restore and recover critical applications and connectivity to core Credit Union Systems. (Spectrum, UC4, Oracle, Pathways, Branchsuite and Syntellect) Work with Client to identify gaps within their current Disaster Recovery strategy and document recommendations and steps to correct. Ensure Client connectivity to Datacenter and ensure proper Network Communication between all branches and DR.

Eugene, Oregon Area

(Research, Troubleshoot, Recover)Troubleshoot and configure Netbackup installations across a wide spectrum of Customer Sites. Work within a team environment to ensure Customer Expectations are met. Ensure SLA and TTR for all cases. Develop and train fellow TSE’s where possible to improve Customer Experience and Satisfaction.Projects:SLA Guideline Document (Develop a method to increase SLA adherence and provide a set off standards for meeting TTR and SLA challenges.Venture Group(Develop Methods for TSE’s to work together towards common focus goals within small groups to allow for better flexibilityTAG (Develop methods for Grade 9 TSE’s to train and help fellow TSE’s with non-technical issues.

Orlando, Florida Area

(Research, Design, Implement, Maintain, Troubleshoot, and Recover)This would cover all level of resources including hardware, services, and network resources to ensure maximum uptime and stability. On call basis for monitoring of all services offered. (Redhat,8,9), (ES FreeBSD 4,5), (Centos 3,4), (Windows 2003), (Full Range of Internet Services)Projects: PhpBB Online Forum www.phpbb.com/ (Customer Orientated Public Forum)Hsphere Control Panel www.parallels.com/products/hsphere/ (Windows/Unix Webhosting)Control Panel www.cpanel.net/ (Windows Webhosting)Windows Control Panel www.directadmin.com/ (Windows/Unix Webhosting)IpMonitor www.solarwinds.com/products/ipmonitor/ (Monitor environment for Uptime)

Orlando, Florida Area

(Create,Maintain, Plan, Grow, Execute,)o Worked to Create and implement a Start-up Corporation for Website Hosting. Maintained all vendor relationships and purchasing required. Planned for business growth and process's needed to allow changes to be implemented. Managed Support and Systems divisions which included 2 Full Time employees and 3-5 interns in addition to Corporate tasks. Responsible for all hiring/vetting of employees and interns.

Orlando, Florida Area

(Bring Unix Environment to Windows based hosting company)Hired to supplement their current Windows based offerings with my Unix Knowledge I allowed them to branch into several new product offering in hosting. Most of the new offerings consisted of automated control panels (Hsphere and Cpanel) which allowed users to accomplish almost all setup and change with interaction from tech support. Unix allowed them to offer several different control panels with superior levels of use and featuresProjects: Monitoring and MaintenanceImplement Open Source Solutions customized to fit into our environment. Nagois and Big Brother were used as monitoring systems and MRTG and Webmin for Network and System maintenance. Support and Billing Several ticket systems were tested such as OSticket, Cerberus, and PerlDesk, before deciding to use the internal Hsphere and Cpanel ticket systems for all support ticket issues. Modernbill was used for dedicated and collocated billing and sales. (Redhat 7, 8 Freebsd 4 Centos 3 Windows 2000, 2003 Full Range of Internet Services)

Melville, New York

(Assist with new customer setup, phone and email support)o Hired to assist with basic assignments I quickly showed an aptitude for server and network duties. While I maintained my status as a lead customer service rep I learned all I could about UNIX and the Internet services that we offered such as Web, Mail and FTP. This was my first introduction to many software offerings such as Apache, MySQL, Sendmail, Qmail, and of course Linux and FreeBSD. (Limited Range of Internet Services.)