Bryan Pierson Email & Phone Number

Lakeville, Mn, Us

Minneapolis, Mn, Us

● Current initiative: overhauling the entire observability pipeline of the bank utilizing Ansible, Open Telemetry, and Kafka in order to reach a vendor agnostic position. This has included writing numerous support applications to improve visibility and troubleshooting, developing training materials, as well as defining upgrade and deployment policies.● Supported Elavon, a payment processing business thathandles 6.6 billion transactions, valued at over $450 billion annually● Developed and analyzed alerts and dashboards from AppDynamics,ThousandEyes, Splunk, ELK stack, and other monitoring tools● Spearhead the initiative to migrate from legacy practices to approvedenterprise monitoring and response standards● Part of task groups assigned with defining updated enterprise widestandards for infrastructure monitoring, certificate expiration/updateprocesses, and comprehensive automated database monitoring● Participation in an 24/7 on-call rotation schedule

Eden Prairie , Mn, Us

● Implement and evangelize Site Reliability monitoring and practices forthe Optum Bank team● Develop and analyze alerts and dashboards from Dynatrace, New Relic,Splunk, and other monitoring tools● Shepard in and train DevOps practices during the transition fromwaterfall to a more modern CI/CD development cycle● Develop reporting for executive review showing the progress made bythe stabilization team● PagerDuty admin for the optumbank.com teams

Eden Prairie , Mn, Us

St Louis Park, Mn, Us

● Support Development and Production environments, both on premiseand in the cloud, consisting of over 1,000 servers● Support CI/CD to these environments with the Octopus tool● Streamlined multiple deployment procedures and reporting tasks usinga combination of Python and PowerShell

Richfield, Minnesota, Us

Provide exceptional support for application systems by independently andcollaboratively monitoring, analyzing, diagnosing, troubleshooting,escalating, and driving issues to resolution with minimal supervision● Designed and developed an internal facing triage tool from the ground uputilizing jQuery/JavaScript, Node.JS, HTML, and CSS. This app runs withinan OpenShift environment● Wrote automation to expedite time to resolution, including one thatsystematically built multiple file image paths and flushed internalmemcached instances, while submitting cache purge requests throughAkamai's CCU v3 API● Work with development teams to ensure our applications exceed goals foravailability, capacity, efficiency, scalability, and performance● Support and maintain the health of applications in data center and cloudinstances. Ensure application performance is consistently up to par throughperformance and availability monitoring● Creation of support documentation for both technical and business use● Provide subject matter expertise on associate facing applications, assistingin assessing project impact on existing systems and business processes

Minneapolis, Mn, Us

Design, write and deliver software/automation to improve therecoverability, availability, scalability, latency, and efficiency of products.An example is systematically restarting batch process servers based offof specific SQL errors● Monitor and recover multiple applications within the SupplyChain/Merchandising space, primarily focusing on Space andPresentation and Business Partner systems● Provide preventative activities, proactive monitoring, troubleshootingand quick resolution of events and incidents to ensure infrastructureand application stability● Prevent problem recurrence; with the goal of automating response to allnon-exceptional service conditions. Design, write and deliver monitorsand dashboards that improve predictability and are actionable in aproactive manner● Day-to-day operational management, including response, incident,event and problem management activities● Provide technical oversight to others resolving high severity operationaland application incidents

Richfield, Minnesota, Us

Provide web operation and application support for a multi-billion dollar retail company. My team supports a suite of over 40 applications that are used in getting content to BestBuy.com. My focus is on our browse stack as well as our caching logic, both internally and externally with Akamai. Some applications and tech used in this role are Splunk, Graphite, Ruby, Akamai LUNA and OpenAPI, Jira/Confluence/Stash, and a extensive internal portfolio.Responsibilties:-Quickly assess a problem and resolution with the ability to demonstrate creative thinking, advanced problem solving and troubleshooting skills- Provide exceptional end-user support for application systems by independently and collaboratively analyzing, diagnosing, troubleshooting, escalating, and driving issues to resolution with minimal supervision- Work with development teams to ensure our applications exceed goals for availability, capacity, efficiency, scalability, and performance- Support and maintain health of applications. Ensure application performance is consistently up to par through performance and availability monitoring- Communicate effectively with other engineers, stakeholders and end users, describing problems succinctly- Continually discover ways to improve processes and operational effectiveness and efficiency.- Creation of support documentation for both technical and business use- Provide subject matter expertise on associate facing applications, assisting in assessing project impact on existing systems and business processes- Participation in an 24/7 on-call rotation schedule

Us

* Provide end-user support for approximately 10,000 users via multiple communication methods (Phone, Email, Ticketing, Remote, and desk-side)* Software and hardware troubleshooting and support using ticketing systems* Manage internal and employee facing knowledge bases* Work with Level 3 support on creation and maintaining customized desktop images* Work with cross-functional teams to build out repair processes (VPN, Outlook, Hardware, etc).* Working with Fulfillment, Corporate Precinct, and end users* Provide assistance as necessary to break fix and fulfillment teams* Engages end-user to provide relevant service solutions, performs tasks per SOP* Assists end user with account creation, administration, and maintenance as required* Works directly with other Agents to provide the complete solution to business clients

San Jose, California, Us

*Provided frontline support for Netbackup for large enterprise accounts. Support provided through the phone, e-mail, and remote support*Supported environments built on Windows, UNIX, and Linux operating systems, with some deployments consisting of thousands of clients*Specialized in supporting MS Server deployments, Exchange, VMWare, and Netbackup hardware appliances*Extensive log analysis*Troubleshooting network and software issues daily, including routing, firewall, and load balancing issues*Experience with SAN, NAS, NDMP, tape robots, Sharepoint, and SQL as well

Richfield, Minnesota, Us

Secret Weapon (Top Level Field Support)*Provided one on one support and training over 9,500 times for US and International agents*Responsible for supporting over 20,000 employees with primarily advanced Windows, iOS and network problem solving, but also supporting home theater installs, Harmony universal remote programming, and Agent Johnny Utah escalations, a semi- automated online repair tool.*Created and executed an end to end plan to re-launch a publicly facing technical podcast that promotes technology advancements, news and Geek Squad culture. Acted as a host, as well as producing content, and editing the end product.*Assisted Services Academy training team and geeksquad.com with content creation and editing. This included writing of technical support documents detailing malware removal theory, network setup and troubleshooting, and copy writing for geeksquad.com*Editor of the Geek Squad Intelligence Blog during a period of unprecedented growth*Tasked as the Windows 8 contact point for Secret Weapon. Was responsible for vetting out possible issues, planning training content, and partnering with my leadership to ensure that our team was prepared for supporting the OS.*Revitalized the Small Business Support for the Secret Weapon team, becoming a certified SonicWALL Security Administrator, and currently working towards MSITP and CCNA certifications.Covert Agent (Remote Support)*Provided an online point of contact for clients*Utilized phone, chat, and remote log in software to assist clients*Responsible for my own scheduling and accountable for hours and sales as a work from home agent*Maintained a 4.9 of 5 client satisfaction rating over 150 casesCIA (In Store Sales and Repair)*Provided a friendly contact point for clients*Managed incoming and outgoing product*Utilized company software to diagnose, repair, and track customer units*Assisted with sales and customer inquiries.*Translated complex technological issues into common everyday dialog

City Of Industry, Ca, Us

Supervised a team that ran an $800,000+ per year alternative music and clothing store. Total company profits exceeded 1 billion per year* An extremely customer focused company, we provided customers with recommendations on clothing and music purchases* Scheduled a staff of 13 to 30 depending on the season* Assisted with merchandising, human resources, and customer escalations* Trained new sales associates and managers* Helped with setting up a local music sales program that was utilized nationwide in over 700 stores

Part of a successful independent music act that toured the country and sold over 15,000 records withoutmajor label support* Head of the web development and social media aspect of the business. This included site design andprogramming, server allocation, and the main social media presence. Interaction with design firm,including project management and deadline adherence was part of this during later years.* Planned many multi-month nationwide tours, including advertising, payment and equipment contact negotiations, travel plans, lodging, merchandise forecasting, and PR scheduling. Also secured nationwide distribution of t-shirts and CDs in a retail store.* Performed over 1,000 shows with the group, with up to 2,000 people in attendance* Produced and helped write and record 5 albums, as well as creating video and other digital content.

Us

* Provided the highest level of computer and technology support for clients in-home* Provided support ranging from repairing an AOL installation to planning and executing networkinstallations for business customers* Started as a CIA and later was promoted to Special Agent