Horace Nagley Email & Phone Number

Greater Seattle Area

I manage all vendor relationships in regards to IT matters. This is in addition to the duties previously listed under my System Administrator role. I also became the main point of contact for compliance in regards to NIST 800-171, CMMC 2.0 ML2 and related concerns such as ITAR/EAR data policies, and responding to customer inquiries about our cybersecurity posture and compliance steps.

Greater Seattle Area

I was responsible for updating the existing server architecture and bringing our core infrastructure up to date. I worked with the IT Director and other stakeholders to get sign off on projects:-Upgraded domain and forest from 2003 to 2016-Replaced workstations and established a replacement cycle-Virtualized server infrastructure-Designed and implemented a backup system that supported remote replication across the locations-Created a launch script that allows us to update a homegrown application while users are still logged in-Troubleshoot production python scripts and connectors for emailing and RFID printing

I was responsible for training new support personnel and cross training existing support personnel for the MITS BI software package. I worked with our support team members on both technical and soft skills while making sure that our tier 2 support requests were responded to in a timely manner.Interfaced with development teams to make sure support needs were expressed along with advocating for customers. Created a report for the Support Director to view and track KPIs. Worked with the Support Director on what KPIs should be and building out a realistic and achievable KPI metric. Created new support processes and documentation when applicable.

Greater Seattle Area

MITS created business intelligence software for wholesale distribution and manufacturing.In this role I was responsible for handling customer requests as they were received via email and phone. The requests included work to support our software: software upgrades, database upgrades, backend database migrations, troubleshooting SQL, troubleshooting PICK, training for sales or C-suites, and other issues as they arose.I eventually became the go to contact for hardware and performance related issues prior to involving the dev team. I worked with my manager and the dev team to provide feedback on logging that was used to create gantt charts to enable more in-depth performance troubleshooting.I worked closely with customers to create custom reports and dashboards to answer business questions. I also helped create automated alerts to maintain data integrity when new products or customers were added.

Greater Seattle Area

Worked with a team handling fraud claims and prevention; we were largely focused on Paypal and credit card fraud. The claims handled came from across the globe and ranged from small actors to organized actors. This position involved frequent communication with the rest of the team to spot upcoming trends.

Greater Seattle Area

Worked on the Riot Games campaign supporting players in recovering their accounts and handling inquiries in regards to refunds and physical merchandise orders. The environment involved KPIs, ticketing (zendesk), working with other employees to improve current procedures, and assisting with the development of new processes.