It Operations Systems

JEREMY LINK

Philadelphia, PA m: 609-***-**** ad8udp@r.postjobfree.com LinkedIn

Results-driven Systems and Infrastructure Engineer with over 10 years of experience in managing IT operations and services. Proven ability to lead and mentor IT teams, manage complex incidents and service requests, and implement continuous improvement initiatives. Expertise in IT systems monitoring, performance optimization, and capacity management within agile frameworks.

PROFESSIONAL EXPERIENCE

SANDBOX VR, Pleasanton, CA (Remote) April 2022 – November 2023 Systems and Infrastructure Engineer, Manager

● Managed incidents, change requests, and service requests for a small IT Operations team, ensuring timely resolution and adherence to service level agreements (SLAs).

● Monitored IT systems for optimal performance and capacity management, including proactive identification and resolution of potential issues.

● Led operational tasks such as certificate renewals, VM restarts, and security access requests, ensuring compliance with security protocols.

● Built collaborative relationships with cross-functional teams (development, QA, security, project management) to enhance IT services and support business objectives.

● Mentored junior team members, fostering a culture of continuous learning and professional development.

● Supported continuous improvement initiatives focused on monitoring, alerting, incident response, and system health reporting.

● Contributed to the migration of technologies and tools to AWS, ensuring seamless transition and operational stability.

● Maintained comprehensive documentation as part of a knowledge base to support IT operations and training.

● Played a key role in technology lifecycle management, including operationalizing new technologies and decommissioning obsolete tools.

● Served in a rotation for a 24x7 on-call IT support team, managing critical incidents and ensuring minimal downtime.

HONEYGROW LLC, Philadelphia, PA October 2017 – April 2022 Technology Manager

● Directed the execution of IT operations, including procurement, installation, and build-out processes for new retail locations.

● Administered technical support for POS systems, managing and resolving software bugs, network errors, and application crashes.

● Developed and implemented standard operating procedures (SOPs) and user guides, improving efficiency and reducing support requests.

● Supervised and trained a team of IT professionals, enhancing team capabilities and improving service delivery.

● Led small-scale IT projects, from planning to execution, ensuring alignment with business goals and timelines.

CHERRY HILL PHOTO ENTERPRISES INC, Marlton, NJ October 2015 – October 2017 POS Help Desk Technician

● Provided technical support for POS systems, troubleshooting hardware and software issues in a high-paced environment.

● Collaborated with store employees to implement troubleshooting procedures, ensuring rapid resolution of technical issues.

CORE COMPETENCIES

● Incident Management Service Request Handling Change Management

● IT Systems Monitoring Capacity Management Performance Optimization

● Operational Tasks Certificate Management VM Management

● Team Leadership Mentorship Continuous Improvement Initiatives

● IT Project Management Technology Lifecycle Management AWS Migration

● Agile Frameworks (SAFe) 24x7 On-Call Support Knowledge Base Documentation EDUCATION AND CREDENTIALS

Bachelor of Arts (B.A.) in Philosophy and Religion 2012 Rowan University, NJ

TECHNICAL PROFICIENCIES

● IT Help Desk Point-of-Sale Systems Microsoft Windows MacOS

● Application Monitoring Tools (e.g., AppDynamics, Splunk, Grafana)

● VPN Collaboration Tools PowerShell Google Suite Slack

● Security Protocols Certificate Management (PGP, OAUTH, SAML) Network Administration

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