Stephen I. Email & Phone Number

San Francisco, California, Us

• Provided support to the production environment to ensure the Wellsfargo.com website was highly available and reliable for 70 million customers• Escalated priority incidents, and participated in major incident reviews ensuring that customer-facing issues were managed promptly and minimized downtime from 3 hours to 30 mins• Evaluated complex system functionality, performance and availability in the production environment to ensure all service level agreements are met• Major point of contact for proactive implementation monitoring (PIM), high volume days (HVD), low priority INC reports to ensure that the performance and integrity of the production environment is maintained• Contributed to the development of the DIR playbook to ensure observability practices are automated to reduce cost for the company• Trained globally distributed teams of 8 in India and the USA on the incident response playbook• Monitored distributed systems and 20 applications performance metrics 24\7 with tools like Glassbox, APM, DownDetector, ServiceNow,AppDynamics , Splunk and Grafana and escalated priority incidents to the on-call Product Service Manager and other on-call support groups• Collaborated with multiple support teams on team line to resolve INC\CHG issues, advised on remediation plans and customer communications to meet uptime goal and SLA of 99.9%• Created change request using ServiceNow to resolve fraud detection online production issues• Participated in on-call rotations in a 24\7 environment and worked weekends in accordance with business needs

San Francisco, California, Us

• Monitored and handled incidents within SLAs, achieving a 95% incident resolution rate within SLAs• Reduced incident backlog using ServiceNow by 30% through implementing preventive maintenance processes and effective incident management• Coordinated with multiple teams in ensuring incidents were triaged and resolved accurately, improving cross-team collaboration and communication by 50%• Identified and proposed process improvements and application monitoring enhancements, resulting in a 70% improvement in overall application uptime• Supported disaster recovery and business continuity testing/validation, ensuring 100% success rate in disaster recovery testing and reducing downtime during maintenance windows by 25%• Supported application deployment processes (vulnerabilities, patches, releases, upgrades), achieving a 99% success rate in application deployment with zero production incidents• Supported security patching and patch valuation, reducing security vulnerabilities by 50% and ensuring compliance with regulatory and industry requirements• Monitored production jobs and environments using monitoring tools like Splunk and Dynatrace achieving a 99% uptime rate for production environments

Master Of Science - Ms, Management Information Systems

Bachelor'S Degree, Industrial Chemistry

Associate Of Science - As, Computer Systems Networking And Telecommunications