Randy Ervin Email and Phone Number

Dedicated IT Support Engineer with expertise in Incident Management using ServiceNow,adept at ensuring timely resolutions within SLAs. Proven skills in Service LevelManagement, including monitoring metrics and aligning service delivery withstakeholder expectations. Proficient in Release Management, handling ClientPre-Requisites, New Site Deployments, Upgrades, and Decommissioning using OctopusDeploy and Azure DevOps. Demonstrates commitment to implementing Support bestpractices, mentoring the team, and troubleshooting SaaS-based products like Unily.Well-versed in ITIL, ISO27001, GDPR, with the ability to apply knowledge acrossapplication ecosystems, encompassing databases, servers, IIS, and security.Skilled in utilizing APIs and Postman for seamless integration and efficient communicationbetween systems. Proficient in SQL queries, database updates, and migrations usingSSMS. Actively engages in professional development, staying current with servermonitoring tools such as DataDog and Opsgenie. Collaborates efficiently with 3rd partiesthrough MS Teams for call center functionality. Expertise extends to ProblemManagement, Change Management, and Capacity Management, conducting RCAand ensuring compliance with audit processes. Experienced in testing new softwarereleases, maintaining release management databases, and supporting BAU applicationstacks.

General troubleshooting and Network monitoring in a 24/7/365 environment. Support multiple service desks (Global Service Desk, Christ Hospital, and City of Dayton). Experience in Service Now and Helix Ticketing software. Basic use of Office365, EPIC Hyperspace, Azure AD (creating users, account management, Editing DL, resetting passwords, ticketing, MyChart issues, etc.) macOS Support (v10.13+). 24/7 Network monitoring using PRTG, endpoint monitoring using Ninja and Watchman.