• Work in a 24x7x365 environment that spans over 170 individual sites and 300 applications• Actively monitor enterprise wide applications and infrastructure of the organization using for performance and capacity• Utilize various APM tools such as Dynatrace, Solarwinds, Splunk, AppDynamics, and Aternity• Provide real-time assistance on all critical priority incidents from a monitoring standpoint• Conduct investigations into all high priority incidents to determine any and all failure points• Produce outage summaries, lessons learned, and after activity reports for major incidents• Provide recommendations for policy, process, and monitoring improvements to reduce future major incidents• Collaborate with various application teams to implement new monitoring• Develop and publish process and policy procedures for Event Management and Eyes on Glass• Assist in implementing and maintaining monitoring specifications in Dynatrace and Solarwinds• Use of ServiceNow for ticketing, reporting, dashboards, and work backlog• Developed and implemented new ticket intake, reducing cycle time by 21 days and issues addressed by 50%• Coordinate and lead bridge calls for major incidents containing multiple teams• Possess an active Public Trust Clearance

Agile Methodology and Scrum ConsultingSite Reliability and Monitoring ProjectsOpen to C2C contracts

• Founder for a start-up company that creates and sells board games• Manage product lifecycle from conception to distribution• Handle finances for the company, ensuring the company is within budget and wisely spending investor capital• Lead production operations, keeping quality of the product high and consistent• Conduct negotiations with various manufacturers, artists, fulfillment centers, and distributors• Conduct Cost-Benefit Analysis on company operations and product creation

• Assist in developing, testing and implementing solutions for production incidents in PNC’s Healthcare Advantage software application• Act as primary point of contact for major incidents during 24/7 On-call support• Provide data analytics and analysis for improved healthcare performance and product development• Creation, migration, and maintenance of MIS Support Wiki page in Jira and Confluence• Develop documentation for Healthcare Advantage Application including flowcharts, support processes, support procedures, and critical application information• Assist customers with their service requests in the form of Demand Management, providing custom reports and various specialty items• Work with Agile Development teams to prepare support for future HCA Platform releases• Created, migrated, and maintain Healthcare Advantage MIS team’s Kanban board via Azure Devops.• Manage Scrum Master responsibilities for MIS RTB team including daily ceremonies and upkeep of the Kanban board• Assist in maintenance and management of multiple environments for Healthcare Advantage, using Linux, SQL, and Java• Responsible for proactive production support of Healthcare Advantage in the form of load testing and server management• Primary responsible for ensuring the resolution of security vulnerabilities and risks found on the HCA Platform• Primary responsible for ensuring the maintenance and installation of all Healthcare Advantage Application network and server security certificates

• Provide quick and personal support on incoming cases, ensuring a high level of customer satisfaction• Implemented Scrum principles into Support Team, helping decrease services turnaround time• Manage multiple detailed data manipulation projects, centered around Data Imports and custom creation of reports for customers• Identify quality leads for Account Management to pursue for Upgrades, Agreements, and Pre-Bills• Create Salesforce reports, and conduct data analysis, determining key areas of product need and improvement• Established, and lead, “Jazz Ensemble”, a charity and volunteer program for Jazz and its employees• Provide Knowledge Base Management to ensure high level content for customers• Primary for content creation, allowing for customer self-service and support

• Lead communications for client relations ensuring customer satisfaction and retention• Established standards for Customer Success creating customer first culture• Implemented processes and policies to re-enforce customer success • Prioritized team projects, cases, and requests to maximize efficiency and ensure customer needs• Responded and resolved major severity incidents for client service applications• Provided software development and technical support for laboratory information systems software

• Advanced incident support for priority software applicants for EDMC including campus and student specific program CampusVue and CARS• Managed IT Projects for IT Operations including the creation and maintenance of a company Service Catalog• Developed and implemented a central IT SharePoint Intranet site• Developed IT Operations policies for priority management and case completion

• Lead of a support team measuring 30+ support analysts, with 6 direct reports, between 2 locations• Managed day to day activities of the Service Desk, ensuring customer satisfaction and prioritization of projects• Developed and implemented policies and processes for communication, priority issues, and team operations for the Service Desk• Lead team through two company reorganizations, allowing the team to continue operating at a high level without losing quality of service• Coached, developed, and trained support analysts in supporting over a dozen applications• Managed communications and engagement for the Service Desk with multiple teams within the company