IT Administrator

Glenn Hillis

https://www.linkedin.com/in/glenn-hillis-a7631895 608-***-**** *********@*******.***

IT Professional

An accomplished IT professional with extensive experience in system architecture, IT infrastructure management, and technical project leadership. Proficient in leading teams through software development using Agile methodologies, with expertise in digital transformation and continuous process improvement. Demonstrated ability to optimize system performance through data analysis. Seeking to leverage technical expertise and software development skills in a role that requires a deep understanding of system modeling and optimization, particularly as applied to user performance. Proven ability to lead proactive and reactive Problem Management efforts, from root cause analysis and incident trend detection to corrective action implementation and service improvement initiatives.

AREAS OF EXPERTISE

IT Service Management Lifecycle Agile Project Management (Onshore & Offshore Teams) Business Continuity and Reliability Innovation and Change Management Enterprise Software Solutions IT Infrastructure and Networking Risk Assessment and Mitigation System Integration and Migration Continuous Process Improvement GitHub Cloud Computing Product Design and Delivery IT Operations Management Managed Services Training and Leadership Agile/Scrum/Kanban Methodologies Linux System Administration VMware Rally Splunk Proactive Problem Detection

CAREER EXPERIENCE

Optum UnitedHealth Group, Minnetonka, MN 05/2021 – 05/2023

Senior Architecture Analyst (remote)

Collaborating closely with our vendor, we developed and oversaw automated template visualizations for internal and client-facing reporting deliverables. Utilized Rally to conduct feature analysis and meticulously track feature progress.

Refined forthcoming user stories by gathering and thoroughly reviewing information, particularly focusing on integrating and repositioning Chef as a product. Identified new users through proactive marketing strategies. Conducted a review of ownership processes with CMDB in comparison to other databases.

Provide effective support in Chef-client deployment and resolve ITSM (ServiceNow) incident tickets with Chef clients within the SLA timeframe. troubleshoot with the patch team to review/fix patch issues.

Facilitate daily stand-up meetings on the Kanban board to ensure effective communication and collaboration among team members. Attending weekly agile grooming sessions, keeping the chef team updated and on track for successful project completion. Using Project Management methodologies to meet deadlines.

Weekly reviewing of backlog and refinement of user stories for the Feature benefits; If it is not started, on track, or at risk.

Increased internal efficiencies with detail-oriented documentation by assessing and updating Chef documentation in GitHub.

Established and initiated Chef professional services in the Health Care Platform (HCP), onboarding new and re-evaluating existing Chef customers to use the Chef configuration tool for customer service optimization. Set up NPS evaluations for customer service and acted on feedback.

Enhanced stability and security of the Chef infrastructure environment through Linux & Windows vulnerability assessment and remediation for smooth operations of Chef products for clients.

Conduct regular reviews of incidents and problem records to identify system/application outages requiring follow-up analysis.

Monitored ongoing problems and provided regular progress updates to stakeholders including IT Ops leadership.

Perform proactive problem management by analyzing trends to minimize recurring issues and suggest service improvement plans.

Conducted impact assessments, identifying potential risks and opportunities to inform decision-making processes. Created and re-evaluated yearly pre-approved change tickets with the Change Advisory Board (CAB).

Worked with new Infrastructure server builds enterprise-wide (76k+), on build issues and processes.

UnitedHealth Group, Minnetonka, MN 10/2014 – 04/2021

IT Operating Systems Team Lead (remote)

Managed all facets of UNIX project resource allocation as the lead of the UNIX build team and backup assistant manager in a large enterprise environment. Established effective communication channels to expedite issue resolutions.

Prepared and presented detailed status reports to update senior management on the development of advanced automation using tools, including Foreman, Terraform, vRealize, and CHEF for addressing server build and patch issues.

Collaborated with other Product Managers and vendors to address process auditor’s inquiries.

Liaised with NAS, SAN, compliance, IBM Tivoli Storage Manager, and Hardware teams to troubleshoot and resolve complex system problems. Ran reports for verified owners in CMDB. Liaise with RedHat, HP, VMware, and hardware service vendors to address any problems.

Delivered strategic leadership and encouraged a team of 15 people to achieve set goals. Analyzed requirements and recruited employees accordingly to meet staffing needs.

Directed the development and successful delivery of server build process during the lifecycle of UNIX server-build projects by collaborating and coordinating with project managers and the systems/platform engineering department.

Evaluated and optimized processes, procedures, and standards with IT management to create a more efficient and automated IT environment and accomplish current corporate goals and future initiatives.

Spearheaded and successfully delivered UNIX server build projects in Linux virtual and HP Linux physical environments, including TRICARE and commercial and government projects.

Conducted provisioning of new servers, applied patches, troubleshooting, and root cause analysis to virtual servers and bare metal physical servers, and additionally constructed Linux appliances.

UnitedHealth Group, Onalaska, WI 08/2011 - 09/2014

Senior IT System Analyst (office)

Generated comprehensive documentation covering systems and processes, innovating new procedures to streamline implementing novel products. Implemented Logical Volume Managers (LVMs) in Linux environments to build both physical and logical volume groups.

Configured and maintained VMware virtual environments while also building and monitoring physical servers.

Provided expert guidance and consultancy on complex projects/existing applications and overall operating systems.

Identified customers’ needs and devised cutting-edge solutions accordingly to attain maximum satisfaction.

Redesigned, configured, and administered RedHat Enterprise Linux (RHEL) 5, 6, 7, and 8 for mission-critical enterprise networks and multi-server environments, while providing application support and ensuring high availability/system reliability.

Maintained security of user accounts, files, and permissions by monitoring and providing special privileges to selected users, for multi-server environments and enterprise networks running RedHat Enterprise Linux.

ADDITIONAL EXPERIENCE

UnitedHealth Group Associate System Analyst

Ikon Office Solutions Sales/ Regional Product Trainer

Walgreens Executive Assistant Manager

EDUCATION

Bachelor of Science (BS) in Information Technology

University of Phoenix, Madison, WI (online)

Associate of Applied Science (AAS) in Marketing and Sales

Ellsworth Community College, Iowa Falls, Iowa.

TECHNICAL PROFICIENCIES

Python Agile/Scrum Methodologies RedHat Linux ServiceNow Root Cause Analysis MS Office Suite Foreman Terraform vRealize CHEF UNIX LVM VMware Docker MS Teams365 PowerShell Data Analysis Broadcom Rally Azure Bare Metal Bash TSM Backups

Contact this candidate