Scott Hepburn

• Managing two teams, one consisting of three IT/App Support Specialists and one team of three S.R.E's
• Decreased ticket response times by 25% and moved the SRE team to a waterfall sprint cycle with task and project tracking
• Implemented a new platform for automated ticket workflows, change management, and asset management
• Worked with the project management team to implement a SaaS app tracking platform to better manage license expenditure
• Developed and enforced IT policies and procedures to ensure compliance with industry regulations and best practices
• Continued use of the ITIL framework to strive for better processes, better client service, and increased efficiency
• Managed the migration of critical production and staging systems to a new data center
• Expanded monitoring platform capabilities to gain better insight on issues with datacenter and cloud infrastructure
• Worked with the CTO to get better titles and pay for my team to align their skills with market value

• Migrated a HybridAD endpoint deployment into a pure AzureAD and Okta integrated solution to eliminate a legacy Windows AD system
• Worked to drive automation and efficient IT helpdesk practices for a fast growing startup company through Okta optimizations, FreshService documentation and workflow integrations, and automated endpoint deployments
• Provided operational and infrastructure support for a DevOps team with a primary focus on Linux admin and integration

Identified areas within internal IT that needed assistance automating processes or required integrations that were outside their focus or skillset.

Areas of focus:

• Designed and implemented a new endpoint deployment process and endpoint management architecture utilizing Intune/MS Endpoint Manager
• Maintained and troubleshot the endpoint deployments and used feedback for further development
• Developed application packages, certificate deployments, configuration profiles and policies in line with current IT Services and IT Security policies
• Began development of integration of device inventory with the company's ServiceNOW instance
• Designed test procedures and processes for new software packages to be deployed via Intune
• Enabled dropship deployment of devices straight from device vendor to the end user with automated device setup
• Began migration of devices from on-prem AD to AzureAD

Performed operational duties within a DevOps environment for the development and support of a cloud based telecom NFV vendor solution within AT&T's private OpenStack cloud environment.

Cloud NFV Operations:

• OpenStack infrastructure engineering
• Deployed and maintained a cloud based NFV solution utilizing MongoDB, REST API calls, Nagios monitoring platform, and infrastructure automation (IaC) via Ansible scripting
• Linux VM configuration, deployment, and maintenance
• BASH shell scripting for maintenance, monitoring, and automation purposes
• HP Vertica DB infrastructure support
• Cloud computing framework design and implementation on top of a custom OpenStack deployment
• Windows Server configuration and administration within a specialized vendor defined environment
• Planned, managed, and certified upgrades and new installs on a variety of hardware within VMWare and OpenStack cloud environments
• Team lead in the areas of IP networking, Linux administration, Linux system design and file systems, Windows based administration activities, and VM/hardware performance analysis
• Provided leadership and training within my group to prepare for upcoming new technologies
• Participated within an Agile based development team for the design of new telecom applications

SS7/Telecom Operations:

• Managed maintenance and upgrade projects on a clustered UNIX/Solaris server platform hosting telecom services and applications
• Provided on-call support for AIN and SS7 platforms utilizing a ticketing system
• Acted as primary support for IP networking and infrastructure on the Lucent AIN SCP platforms utilizing Solaris administration and Cisco skillsets
• Application support on the Lucent AIN Service Control Point platform
• Lead Solaris system administrator for the above platforms