Taylor Lyle Email & Phone Number

San Diego, Ca, Us

• Experienced in working on various types of projects including long-term platform sustainment, new product implementations, and development for partner integration applications in the ServiceNow Store• Worked closely with many different types of clients including government, higher education, and commercial (Software, Security, Hospital industries)• Strong experience in IT Service Management, Customer Service Management, and Vulnerability Response products, and integrations with ServiceNow• Some experience with Governance, Risk, and Compliance, Human Resources, and IT Operations Management products in ServiceNow• Provided development, testing, support, and subject matter expertise for 4 ServiceNow Store applications that integrate with the ServiceNow CMDB, VR, and ITSM products using REST API calls• Configured and customized solutions for multiple Customer Service Management product implementations• Provided platform administration for multiple clients which included conducting regular upgrades and clones, identifying and resolving incidents, defects, and enhancements, monitoring performance, coordinating HIWAVE support, and providing user administration with MFA, LDAP, and SSO• Supervised 5 platform administrators and engineers

• Organized and coordinated ResNet support for UCSD’s 15,000+ campus residents and guests• Worked with Director of Housing • Dining • Hospitality (HDH) IT, ResLife staff, and other stakeholders to ensure ResNet was supporting residents at an optimum level• Utilized various network tools including Infoblox Grid Manager (Hostmaint), Infoblox NetMRI, Cisco Prime Network Control System (NCS), Cisco Identity Services Engine (ISE), Cisco Internetwork Operating System (IOS), SafeConnect Network Access Control (NAC), ARP Query, AsympSearch, NetApps Wireless Block/Unblock, and Splunk to investigate and resolve network and device connectivity issues• Administered policies and made user interface and user experience improvements on NAC• Created reports and monitored dashboard information from multiple tools like ServiceNow, Talkdesk, and SafeConnect NAC to ensure services were working as expected, proactively identify and resolve issues, and use staff performance data to determine training needs.• Investigated connectivity issues on devices connecting through NAC• Coordinated with multiple departments to gather requirements, resolve issues, gather feedback, write use cases, and improve processes.• Interviewed, hired, trained and supervised 35-50 student staff per year. This included training on university policies and procedures, building schedules, conducting performance evaluations, and managing conflict resolution.• Managed a team of student developers to create and maintain applications and projects to improve the Service Desk. This included defining the software development lifecycle process and configuring continuous integration tools such as Docker, BitBucket, and Bamboo.• Acted as lead in resolving issues with home grown web pages and applications• Oversaw ResNet website, including a 2018 redesign, and coordinated updates as needed

Greater San Diego Area

Information Technology Services (ITS)· Created, maintained, and updated MySQL databases as well as scripts and web applications utilizing PHP, HTML, CSS, and JavaScript, for copyright infringement, student scheduling, and external job application· Served as system administrator for a Linux server that hosted a BMC Footprints ticketing system, internal webpages, and programs built in-house by student programmers· Supervised 35-40 student technicians· Maintained website content on blink.ucsd.edu and resnet.ucsd.edu through a content management system· Coordinated training for new student hires, including a 1.5 week training session every summer for 10-20 students· Organized and administered training for current staff, including a Lead training program for high achieving technicians· Coordinated student recruitment and hiring, including working with HR, updating and maintaining online application, and communicating with all applicants· Worked with student staff to develop their programming and communication skills· Acted as member of a project team to create and administer new ServiceNow ticketing system· Assisted Campus DMCA Agent to respond to notices of DMCA Copyright Infringement· Member of first cohort of ITS Leadership Learning Program· Campus Sysadmin Steering Committee Chair

Greater San Diego Area

Academic Computing and Media Services (ACMS)· Provided second tier support for Help Desk· Trained and supervised new hires· Evaluated and responded to customer surveys· Monitored ticketing system and server alerts· Utilized Cisco IOS to disable/enable dorm room Ethernet ports· Attended monthly meetings to discuss operations and delegate new projects· Delivered DMCA Copyright Violation Presentations to students

Academic Computing and Media Services (ACMS)· Worked closely with students, staff, and other campus departments to resolve technical issues by telephone, email, in person, and during on-site appointments· Investigated and resolved residential and campus-wide network issues including blocked computers, disabled ports, wireless access point failures· Diagnosed software and hardware issues on personal computers including removing malware, checking for hard drive failure, transferring data to external hard drives· Troubleshooted student and staff account issues including problems with email, passwords, class software allocations· Provided support to professors with classroom issues dealing with computers, projectors, cables, lighting