Configuring monitoring tools across a Fortune 25 enterprise. I administrate a large PagerDuty environment, including automating our onboarding and offboarding, developing event rules for custom event payloads, and developing runbook automation through Ansible/Python. My team creates rulesets to integrate several monitoring tools, including Dynatrace, Splunk, Solarwinds Orion, and others through email and API based events.

Primary escalation point for IT operations incidents. Responsible for all critical alerts and escalations on shift in a 24/7 operations center. Provided training and development for members of my crew.

Elevated role in handling major incidents in the Incident Response Operation Center. Accountable for operations incident response, documentation, and coordination. Additional duties include NOC event management and process improvement.

Major incident management and response coordination. Escalate incidents based on severity and business impact, coordinate support teams, and document everything. I communicate effectively with executive leadership, management, and technical teams to ensure all necessary resources are engaged in resolving critical issues and disaster recovery. Additional duties include network operations center monitoring and alerting to prevent major incidents from occurring.

Major incident management and response coordination. Escalate incidents based on severity and business impact, coordinate support teams, and document everything. I communicate effectively with executive leadership, management, and technical teams to ensure all necessary resources are engaged in resolving critical issues and disaster recovery. Additional duties include network operations center monitoring and alerting to prevent major incidents from occurring.

Full service technical support for enterprise clients. MSP help desk/desk side support.

Market clearing, settlement calculation, and invoicing. Maintain all market data through disputes, corrections, and recalculation processes. Primary duties revolved around data correction through SQL queries and scripting.

Technical support in a 24/7 call center environment, first tier desk-side support, and real time network monitoring/alerting. Provided support for an organization of 900+ employees as well as countless external users across the country. Provided support for desktops, iphones, VMs, laptops, desk phones, network connectivity, common office software, security certificates, and a slew of proprietary software. Maintained and improved internal reporting processes and employee metrics. Maintained and updated internal troubleshooting documentation.