Richard Jeffery Email & Phone Number

Plymouth, Minnesota, United States

• Communicate directly with all levels within the organization to resolve top priority issues • Perform incident management, service restoration, and/or change verification activities.• Prioritize incidents based on defined ITSM priority definition and guidelines. • Help drive risk prevention, awareness, and team accountability, helping identify and raise awareness for incidents that may breach or may have incorrect Severity levels assigned. • Effectively communicate awareness, issues, alert confirmations and status, to team and other areas. • Utilize documentation, associated topologies, change activity, monitoring tools, and expertise to monitor and validate overall environment health providing higher-level support for support groups with respect to critical applications health. • Acknowledge, validate, and correlate monitoring alerts.

Plymouth, Minnesota

• Communicate directly with all levels within the organization to resolve top priority issues • Perform incident management, service restoration, and/or change verification activities.• Prioritize incidents based on defined ITSM priority definition and guidelines. • Help drive risk prevention, awareness, and team accountability, helping identify and raise awareness for incidents that may breach or may have incorrect Severity levels assigned. • Effectively communicate awareness, issues, alert confirmations and status, to team and other areas. • Utilize documentation, associated topologies, change activity, monitoring tools, and expertise to monitor and validate overall environment health providing higher-level support for support groups with respect to critical applications health. • Acknowledge, validate, and correlate monitoring alerts.

Minneapolis, Minnesota

Providing coordination and analysis for Information Technology Project specializing in Migrations, and Change/Problem Management.

Eagan

• Led training and process migration for ServiceNow as a new service management platform for a team of a dozen people, encompassing live training sessions, pre-launch testing, re-evaluating established processes and documentation with an emphasis on streamlining workflows. • Created and maintained metric based reporting designed for an executive level audience detailing high level information concerning the impact, cause and solution of the previous week’s incidents.• Executed lifecycle management upgrades for 200+ servers, coordinating across development, design, delivery, support, and migration teams to provide a seamless transition with minimal downtime and empowering further organizational growth.

Eagan, Mn

• Implemented the migration of 21 websites from ASP.NET and VB.NET to C#.NET as part of cross-team task force.• Designed and executed the transition of an enterprise-level platform for document processing to a new module, including development, documentation, testing and support for the module. • Conducted code reviews for a dozen teams building applications on top of an existing core platform. • Created and maintained an automated testing suite in TestComplete for a multimillion-dollar project for growth into a new market.• Trained three team members with no technology background in Test Automation and testing in an Agile environment, providing a developer-based perspective on testing and enabling a closer working relationship between the test and development teams.

Minneapolis

Software Engineer for Thomson Reuters – Westlaw.com, WestlawClassic.com, Government Weblinks Member of the User Interface Support and Development team for Westlaw.com, a legal research service provider for lawyers and legal professionals in the United States. Additionally responsible for the maintenance of 21 public facing websites for courts that provide legal information at the state level. Key Accomplishments:• Performed the UI changes needed for the transition of Westlaw.com to WestlawClassic.com.• Mitigated the impact of a targeted SQL attack on one of the Government Weblinks sites as well as implementing measures to prevent future attacks across all 21 sites. • Cleared a backlog of over 800 UI bugs for Westlaw.com

Managed a team to deliver friendly service, excellent drinks and a great experience.Assisted in training and hiring of new team members.

Managed logistics for orientation programs attended by every incoming student for the 2005-06 school year.

Developed a workshop designed to provide orientation and direction for incoming students to the University, as part of a twelve person collaborative team.Recruited and trained over two-hundred leaders for run a weekend workshop for incoming students as part of the same twelve person team.

Bachelor'S Degree, Computer Science

Activities and Societies: Delta Chi Fraternity, Orientation and First Year ProgramsAfter returning to college after an academic hiatus.

Bachelor'S Degree, Computer Science