Call Center Devops Engineer
Resume:
Peter Isokpehi
*************@*****.***
Sr. DevOps Consultant
20+ years of professional IT experience in design, develop, build and deployment of web applications.
3+ years in practicing DevOps, Cloud Automation & Quality Engineering
Expertise
Experience in setting up CI/CD pipelines using tools such as Jenkins, Maven, Docker, Nexus, Artifactory, Slack and Azure pipelines
Site monitoring using Datadog
Experience in distributed Agile and Scrum methodologies to develop best practices for software development and implementation
Strong experience in migrating applications to both AWS and Azure cloud platforms
Strong experience in working with version control systems such as Git, GitHub, Bitbucket, Azure Git
Experience working with developing scripts and automation tools used for building, integrating and deploying software releases to multiple environments.
Experience in scripting languages such as Groovy, JSON, YAML, Ruby, Shell scripting.
Experience in code quality and code coverage tools such as SonarQube, JaCoCo and JUnit.
Knowledge of virtualization and container technology like Docker. Experience in creating Dockerfiles and working with Docker containers.
Have good knowledge in Kubernetes and have setup clusters in Amazon EKS and AKS.
Strong exposure to configuration management tools such as Terraform, Ansible and Puppet.
Strong knowledge in Tomcat, WebLogic servers on different Operating Systems like Windows, Linux VMware, UNIX and Solaris platforms.
Participated in the release cycle of the product which involved environments like Development, QA UAT and Production.
Worked with project documentation and documented other application related issues, bugs on internal wiki website.
A highly motivated, energetic individual, a team player with excellent communication and inter-personal skills.
Professional Experience
INOVALON, BOWIE MD
SR. DEVOPS ENGINEER 08/2022 to Date
Inovalon is a healthcare-based Software Engineering company, owners of Scriptmed a specialty pharmacy software.
Contributions:
Assists in the roll-out of monthly software major and minor releases for Scriptmed Enterprise.
Responsible for planning and designing new software, bug testing.
Perform MPT’s and MST’s prior to deploying to production.
I Oversee the documentation of release and deploy activity creating WIKi’s
Trains non-technical personnel on deployed applications, train and mentor junior Development Engineers on deployment and release strategies.
Tracking performance metrics with tools.
Acts as a key contributor in a complex and crucial environment.
BRIDGEWORTH CONSULTANTS, JACKSON MS
SR. DEVOPS ENGINEER 05/2018 to 07/2022
Bridgeworth is a cloud consulting company based in the United States. In this project, as a Cloud DevOps Engineer, I am responsible for managing AWS resources in cloud and maintain Continuous Integration and Continuous Deployment (CI/CD) pipeline for fast paced robust application development environment.
Contributions:
Set up CI/CD pipelines for Microservices and integrated tools such as Maven, Bitbucket, SonarQube, Nexus, Docker, Slack for providing immediate feedback to DEV teams after code check-in
Wrote Ansible playbooks from scratch in YAML. Installing, setting up & Troubleshooting Ansible, created and automated platform environment setup.
Set up Git repositories and SSH Keys in GitHub for Agile teams.
Integrated GitHub web hooks into Jenkins to automate the code check-out process.
Implemented the setup for master slave architecture to improve the performance of Jenkins.
Created Dockerfile and automated docker image creation using Jenkins and Docker.
Automated infrastructure provisioning on AWS using Terraform and Ansible.
Created nightly builds with integration to code quality tools such as SonarQube, Veracode.
Created quality gates in SonarQube dashboard and enforced in the pipelines to fail the builds when conditions not met.
Implemented Release management workflow for QA, UAT and Prod environments.
Rebuild of entire existing platform over to Docker containers.
Setup Kubernetes clusters using Amazon EKS.
Setup repos on Azure Git, merging code from develop branch to master branch and make it ready for deployment.
Migrated legacy applications to Microsoft Azure Cloud PaaS by setting up CI/CD pipelines on AzureDevOps
Created WebApps (PaaS solutions) on Azure portal for deploying web applications using Azure DevOps pipelines.
Setup AKS clusters in Azure using Azure CLI.
Created nightly builds with integration to code quality tools such as SonarQube, Veracode.
Created quality gates in SonarQube dashboard and enforced in the pipelines to fail the builds when conditions were not met.
Set up the SonarQube plug-ins in developer’s workstation for detecting defects early during development.
Built and deployed Docker containers to break up monolithic app into micro services, improving developer workflow, increasing scalability, and optimizing speed.
Prepared and presented SCM best practices for implementing continuous integration for the team
COMCAST CABLE, PHILADEPHIA, PA 09/2010 – 12/2022
MANAGER BILLING
MANAGER TECHNICAL SUPPORT
Optimizing existing systems, monitoring, data quality and automation of applications. Implemented Release management workflow for QA, UAT and Prod environments.
Solving operational issues, providing technical solutions to operational problems, new product implementation.
Act in compliance with industry and Company technical requirements, standards, policies, and procedures.
Mentored supervisors on performance metrics.
COMCAST CABLE, PHILADEPHIA, PA 08/2007 – 08/2010
SUPERVISOR TECHNICAL SUPPORT
Coordinated and provided guidance for IP technical support staff.
Monitored and coached Frontline employees to call center standards while recommending improvements.
Developed “Guide to Porting” manual to educate agents on the process for porting telephone numbers within telephone providers.
Co-Led and designed the First Call Resolution (FCR) Transformation Project, called upon to revamp the call center’s low FCR metrics through calibrated calls, focus groups sessions and peer to peer coaching strategies. This resulted in 15% improvement for the FCR metric.
Ranked overall “Top Team of the Month” for several months in 2009, 2010 and 2011.
INTELI-TECH HOUSTON, TX 08/2000 – 07/2007
HEAD IT INFRASTRUCTURE
Gathered information regarding incidents and escalated to appropriate support groups.
Maintained communication between various support groups and customers until Service Level Agreement is met.
Responsible for Dell Computer Imaging, Software Deployment, Building, Testing, Configuration and Deployment of Workstations.
Supported users on the Microsoft Exchange Platform, this includes email issues, creating, modifying and assigning group rights in Active Directory and providing support for network drives.
Supported users operating on Windows XP, Windows 7, Windows Vista and Apple OSX.
Recruited and led a high-performance team of managers with fulltime and contract resources that delivered highly reliable, cost-effective network, data center, help desk, desktop, IT security and application services to remote offices.
Led teams of consultants that delivered data center operations, network services, service desk, infrastructure planning and disaster recovery services for corporate users.
Led monthly governance meetings with outsource partners to review billing and service level compliance.
FUJITSU, HOUSTON, TX 04/1990 – 07/2000
HEAD SOFTWARE DEVELOPMENT
Held various roles in my ten-year career at Fujitsu, this included head of software development, responsible for systems analysis and design.
Operations/Director Shell/Fujitsu PC/Desktop Outsource Service.
Supervisor, Technical Support., oversaw field technical support executives in order to meet Service level agreements.
Installation of Unix and Novell servers for banking applications.
Coached and mentored direct reports to optimal metrics, within 30 days, direct reports had a clear understanding of accepted metrics.
Instructor for technology courses on banking, accounting and financial applications.
Education
JacksonStateUniversity Phd in Urban and Regional Planning (ABD)
Edo State University Master in Business Administration (MBA)
University of Benin Bachelors in Computer Science
Training
Jenkins, Terraform, Ansible, Puppet and Docker hands on training on AWS and Azure
Technology Summary
Cloud platforms:
AWS, Azure
Framework/DevOps tools
JIRA, SonarQube, Nexus, Artifactory, Jenkins, Slack, AzureDevOps
Build Tools
Ant, Maven, MS Build
SCMs
SVN, Git, GitHub, Bitbucket, GitLab, Azure Git
IAC Tools
Puppet, Ansible, Terraform, CloudFormation
Containers/Orchestration
Docker, Kubernetes
Application/Web Servers:
Tomcat, WebLogic 9.x/10.x/12c, Apache 2.x/1.3.x, JBoss 7.1
Operating Systems:
Ubuntu 18.0.4, Red Hat Linux, Windows, HP-UX and Solaris 10
Databases:
Oracle, SQL Server, MySQL, PostgresSQL
Programming Languages:
Java, groovy
Scripting & Other Tools:
Groovy, UNIX Shell Scripts (Ksh, Bash), Git Bash, Putty, iTerm
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