William Harden Email & Phone Number

San Antonio, Tx, Us

Atlanta, Georgia, Us

San Antonio, Texas, Us

• Orchestrated a 24/7 operation providing swift follow-the-sun ITSM major incident response to significant IT issues across the enterprise, achieving a 20% reduction in incident identification time• Executed requirements gathering and data analysis to optimize strategic planning for technical issues in both short- and long-term capacities, resulting in a 10% increase in ITSM process efficiency• Championed the successful migration of two critical ITSM processes from a custom instance to an out­ of-the-box ServiceNow ITSM platform, mitigating data security risks and ensuring a seamless transition• Pioneered the comprehensive integration and utilization of ITSM major incident process ownership across five key ITSM processes, including Service Desk, Incident, Change, Problem, and Availability, leading to a 15% increase in incident resolution rates• Established and maintained an extensive availability management plan based on Site Reliability Engineering principles, encompassing service level agreements (SLAs), monitoring, and reporting procedures, resulting in a 30% reduction in time to detect major incidents• Directed a 50+ member team in identifying and mitigating availability risks, conducting root cause analysis, and implementing preventive measures across the enterprise, achieving a 20% decrease in major incidents

San Antonio, Texas, Us

• Led problem identification and resolution efforts, conducting root cause analysis to pinpoint issues and implement solutions, achieving a 30% decrease in problem incidence and a 25% reduction in resolution time• Managed and inspired a team of problem management specialists, ensuring timely and effective incident resolution• Enhanced problem management deliverables and executive functions within the organization, addressing and resolving over 3500 systemic IT issues annually, resulting in a 40% increase in problem resolution rates • Spearheaded the successful migration and integration of Problem and Major Incident Management processes from legacy systems to a custom ServiceNow platform, documenting migration procedures to ensure security and integrity• Devised and implemented a comprehensive problem management strategy, encompassing incident prevention, monitoring, and resolution, resulting in a 20% reduction in critical incidents• Collaborated closely with key IT teams to identify and address recurring issues, achieving a 25% decrease in the number of repeat incidents

San Antonio, Texas, Us

• Assembled and led a team of 8 senior technical subject matter experts (SMEs) to proactively address tactical availability issues, achieving a 20% reduction in downtime before the formal establishment of the SRE practice• Conducted an extensive review of over 50 critical applications across the USAA portfolio, resulting in a 30% improvement in resiliency, responsiveness, and reliability for each application/system• Developed and mentored 10+ next-generation technical leaders across various technologies, leading to a 50% promotion rate to Principal/Staff Engineer, Technical Architecture, or People Leader roles

San Antonio, Texas, Us

• Mentored and trained 17 technical and 10 non-technical team members on best practices, policies, and procedures to enhance data security and promote policy adoption• Supervised a technical team to ensure the prompt implementation of highly available Windows core systems with geographical separation, reducing the risk of downtime and improving user experiences• Implemented a comprehensive documentation and records management system for 10,000+ servers, proactively identifying and resolving issues to optimize system efficiency and support end-user needs

San Antonio, Texas, Us

• Managed the technical architecture platform for Java Transaction Processing using WebSphere and JBoss, overseeing all aspects of the project from requirements gathering to project development and execution• Developed a granular separation model for critical and non-critical applications, increasing technical output and resilience while reducing institutional costs by 15%• Integrated multiple open-source alternative platforms across the organization's infrastructure to enhance end-user experience and minimize issue occurrence• Supervised team members and fostered a supportive and productive environment for achieving executive functions

San Antonio, Texas, Us

Growing responsibility for administration and engineering of USAA.com platform, including the migration of the platform from Windows to iPlanet and finally to WebSphere.

San Antonio, Texas, Us

Responsible for administration of multiple core capabilities including Network, Exchange, Active Directory, SMS and others

San Antonio, Texas, Us

Responsible for managing CPS's hazardous and non-hazardous waste disposal across all facilities including power generation and distribution systems.

Masters Of Science, Environment Sciences

Bachelor Of Science - Bs, Earth, Life Sciences