Steven Reagan Email & Phone Number

North America

- Exemplify technical expertise and leadership skills in managing a team of Network Development Engineers, overseeing WAN Network Operations and high-severity response for the Amazon Fulfillment Network. Supporting a network operations team responsible for over 115,000 support incidents yearly on a global scale.- Sustain consistent collaborations and productive work relations with the broader Edge Network team to ensure the design, availability, performance, and cost-effectiveness of internet connectivity from Amazon Operations sites to AWS.- Establish a comprehensive set of Standard Operating Procedures (SOPs), policies, and operational cadences to effectively build a novel operational support team within the existing Infrastructure Engineering department.- Serve as a subject matter expert in developing solutions that drive the success of Amazon’s cutting-edge network and platforms.- Establish and manage ISP partnerships, ensuring SLA compliance through monthly and quarterly reviews while leading negotiations with potential ISPs to define business offerings and service SLAs for Amazon's network expansion.- Enabled automation to handle Network Operations and assisted in building a self-healing network.Key Contribution:✓ Led the creation of automations that increased the number of trouble tickets automatically triaged and resolved to 42,087 in 2023.✓ Championed operational support for Cisco SD-WAN solution, enabling WAN decentralization by utilizing cost-effective consumer-grade circuits to reduce costs and enhance site redundancy.✓ Led the creation of 50+ high severity post-mortems and error correction documents, conducting detailed investigations, collaborating with teams, and implementing effective remedies to enhance system reliability and operational efficiency.✓ Showcased ability to strategize, plan, and execute with precision in conducting monthly business reviews, meticulously crafting yearly roadmaps, and producing comprehensive OP1/OP2 documents.

California, United States

- Managed various teams across diverse locations and leveraged available resources to provide high-severity and Tier 2+ support to Amazon’s networking with over 3500+ buildings worldwide, contributing to increasing network & operational stability.- Monitored system performance and analyzed emerging issues to coordinate responses, warnings, and solutions to occurrences.- Liaised actively with team members to develop, improve, and automate systems for all critical infrastructure components, fostering integral collaboration to troubleshoot gaps and define strategic areas for improvement.Key Contributions:✓ Streamlined operations and enhanced support efficiency by initiating and implementing a “get clean” project, achieving an impressive reduction of over+ 80% in the overall ticket volume.

Stockton, California Area

- Offered technical support to IT teams across Northern California and extended leadership support to other teams worldwide.- Embarked on extensive travel across the United States to deliver comprehensive on-site training sessions for new engineers.- Actively participated as a key team member of the "Level 3 Bar Raiser" group, accountable for actively reviewing each MCM before execution to verify technical competency and potential business impact.Key Contributions:- Collaborated with startup, construction, and network engineering teams to develop and pilot launch the first "Lenel only" temporary MDF stack at TUL2, setting the gold standard for this deployment type and replicating it for 5+ buildings in 2019.- Extended leadership support and expertise to a small team creating, maintaining, and innovating the Amazon IT-Monitoring platform—an internal service monitoring over 34,500 hosts, 72,800 services, and continuously growing.

Tracy, Ca

- Played an integral role in performing on-site project management for new PrimeNow, Amazon Logistics, and Fresh locations in Northern California, ensuring seamless technology integration and operational readiness.- Worked with the project management team to optimize resource allocation and scheduling for the 2017 to 2018 build projects. - Mentored new Engineers to facilitate quick development of technical proficiencies and effectively support new site launches.- Acted as the lead IT resource for the launch of new fulfillment centers in California and Utah, serving a key role in monitoring end-to-end processes and ensuring seamless IT operations during the crucial implementation phase.Key Contribution:- Delivered over $1M+ cost savings in security expenses by actively participating in a network-wide initiative aimed at retrofitting core network stacks of remote sites to an externalized design.

Tracy, Ca

- Exhibited dexterity in handling high-volume of caseloads and governing the delivery of quality processes and technical support.- Promptly responded to customer problems, facilitated issue escalations to appropriate teams, processed diverse service requests, and identified the root cause of issues to locate the best solutions that minimized the recurrence of problems. - Maintained comprehensive knowledge of technical concepts and tools to effectively position solutions that meet requirements.- Captained IT Support Technician teams in developing and optimizing systems, processes, and tools, commanding outstanding technical acumen in leading the implementation of strategic plans to promote high-quality resource functionality.- Presided as a primary technical expert for systems administration, software & hardware problems, and other technical concerns

Tracy, Ca

- Sustained top-quality technical service excellence by providing prompt correspondence to issues on IT and network equipment. - Championed the highest level of technical and service operations by efficiently resolving technical concerns on computers, laptops, projectors, multi-function devices, wireless handheld devices, thin clients, printers, and IP phones.- Strengthened relationships with teams and cross-functional departments while acting as the subject matter expert in developing roadmaps and monitoring the proper execution of plans for IT & network equipment management and maintenance.- Significantly contributed to the deployment of state-of-the-art prototype systems, which eventually set new global standards.

Sacramento, California Area

- Applied the best methods to competently direct technical troubleshooting operations across various communication channels. - Offered valuable insights to the technology council and relayed guidance to enable successful Smart Board upgrade deployment. - Proficiently administered Active Directory domain accounts and guaranteed smooth user management and access control.- Empowered users in adopting cutting-edge technologies and innovative systems, demonstrating exceptional communication and problem-solving skills in driving client-centric services and a culture of continuous learning and technological advancement.

Sacramento, California Area

- Interacted with clients to obtain information on general computer concerns, enforced attention to detail in performing thorough assessments of problems and repair needs, and leveraged technical expertise to formulate accurate and timely resolutions. - Enhanced the clients’ digital literacy by facilitating comprehensive training sessions on computer operation and web browsing.- Meticulously monitored large volumes of parts & accessories inventories to support various repair and maintenance operations.