Cloud Services Team Member

Justin T. Cole

207-***-**** ***********@*****.*** 594 Saco Road, Standish, ME 04084 Page 1 of 3 SUMMARY

I have found success in my career through a broad spectrum of environments. The key to this success is adaptability and the ability to quickly learn and master the specific mix of technologies in play in each environment I have spent time. I believe in having good people who are provided the empowerment to perform their work independently but who are willing to collaborate whenever the occasional oddity or difficulty arises. I believe it is the mixture of team-player and independent-operator in each team member that makes the team thrive as a whole.

EXPERIENCE

Cloud Migration Engineer Anaqua 2023-2025

Created application documentation while auditing existing documentation for concerns and implementing approved updates and edits.

Worked within a team environment to distribute tasks of varying complexities and priorities. Worked independently to implement complex upgrade and migration procedures for mission-critical client systems with live data.

Executed SQL scripts against client data inline environments. Collaborated with a dynamic team to build up, maintain, replace, and disband architectural systems within Azure and IBM environments.

Self-Hosted Implementation Consultant Anaqua 2022-2023 Formulated cloud usage reports.

Forged solutions to infrastructure problems.

Engineered servers to proper specifications for their designated tasks. Architected automation scripting to expand server functionality. Consultant Keyrus 2021-2021

Translated deployment template from CloudFormation to Terraform Refined documentation for conversion due to corporate merger. Acquired AWS Certified Cloud Practitioner certification within first 45 days of employment. Infrastructure Engineer WEX 2017-2021

Orchestrated world-wide patching for all on-prem MS Windows Servers Refined deployed server fleet for efficiency

Augmented IAM team by managing user accounts as needed. Managed technology asset maintenance and servicing. Cloud Services Manager Pantek - Metisentry 2016-2017 Critical in the integration of multiple workflow and tracking system methods post-merger. Supervised hourly and salaried employees, fostered external contractors. Oversaw operations of more than 5k websites managed by the cloud services and hosting departments Catalyzed favorable customer opinions during and after migrations. Innovated multiple branding and operational improvement suggestions Generated ideas for low-cost employee benefits

Drafted official, customer-facing documentation

Optimized customer satisfaction through service credit allocations. Conducted hands-on technical work for multiple platforms and services Identified sales opportunities with existing clients Outlined expansion concepts for new Managed Service Provision areas. IT Team Lead Smartware Group 2016

Served on the Corporate Steering Committee

Presented multiple product line enhancement and expansion ideas. Researched equipment for a mobile tablet training kit for field training contracts Researched phone systems leading to management’s implementation of improved capacity system. Managed the workflow of the IT Group

Redrafted workflow to improve efficiency of IT tasks Implemented operational metrics on production systems Justin T. Cole

207-***-**** ***********@*****.*** 594 Saco Road, Standish, ME 04084 Page 2 of 3 Designed CRM structure used for HelpDesk and IT

Implemented a predictive monitoring solution on production equipment. Instrumental in developing a regulated and predictable product release schedule. Created, updated, and edited technical documentation Internal technical documents

Customer-facing documents

Administered virtual web servers, load balancer, and MS SQL clusters Implemented change to double backup capacity for 2/3 the price. Assisted with customer relations for heightened performance concerns Within first two months resolved two major customer concerns dating nearly two years Coaxed multiple other customers into participating in resolution efforts. Vetted customers for technical readiness for product installation Team Lead & Senior Case Manager IDEXX Laboratories 2011 – 2015 Provided leadership and case management guidance for Cornerstone CRT members. Developed strategy for team operations and workflows as needs require. Acted as load-balancer for the team work volume.

Individually selected to curate a media library and operated the distribution channel for a week-long immersion event for all Customer Support staff.

Developed metrics, scripting, tracking tools, and data collection tools for multiple customer-interaction projects.

Named a “Top Performer” for Support for 2014.

Generated innovative solutions that resolved customers concerns and negotiated with internal business partners and customers to reach universal acceptance. Managed the relationships of customers who have a damaged perspective of their customer service or product performance experience.

Managed up to 46 concurrent projects to mitigate critical customer situations. Provided additional support and attention to customer situations that preserves customer accounts with up to $300,000 in annual revenue to IDEXX.

Coordinated resolution efforts between various corporate departments and resources. Managed customer compensation requests as related to problems with equipment and/or support concerns.

Worked with team members to improve procedures and methodologies for greater efficiency. Created and updated departmental documentation as needed. Evaluated business needs for resolution of customer concerns and work with appropriate IDEXX staff to resolve.

Hand-selected to be a part of a special inbound call queue to handle inquiries about “the boldest change IDEXX has ever made.”

Technology Director Multiple Organizations

2009 - 2011: Winslow Schools, Winslow, ME 2007 - 2009: The Liberty Management Group, Portland, ME 2005 - 2006: School Union 7, Saco, ME 2003 - 2005: Maine School Administrative District 63, Holden, ME Planned, executed, and managed all IT projects

Supervised up to four employees and up to four student volunteers. Managed approximately $1,500,000 in technology assets including approximately 1,000 student laptops. Built, and defended, the necessary supporting budget to maintain operations, including long-term planning.

Implemented a helpdesk system that increased performance and decreased response times while allowing for an additional 500 workstations (approximately 1500 total). Administered all networks and servers for up to seven physical sites across a variety of operating platforms.

Justin T. Cole

207-***-**** ***********@*****.*** 594 Saco Road, Standish, ME 04084 Page 3 of 3 Chaired district Technology Committee to propose and update all technology-related curriculum, policies and procedures.

Worked with technology directors in neighboring towns to further leverage limited resources. Created image-enhancing materials for 1-to-1 laptop deployment through customized scripting. Designed and implemented a robust backup system to ensure long-term data availability. Audited telecommunication expenses yielding a reduction of $1,100 per month. Evaluated and analyzed organizational needs as they related to technology. With only 10 days of lead time performed a successful technology migration from one office site to another.

EDUCATION

University of Phoenix, Phoenix, AZ

Masters of Business Administration (3.86 GPA, 2016) Worcester Polytechnic Institute, Worcester, MA

Bachelor of Science: Management Information Systems, Humanities and Arts with Drama/Theatre (3.0 overall GPA, 2001)

CERTIFICATIONS & TRAINING

Amazon Web Services:

Certified Cloud Practitioner (2021)

Presented by IDEXX:

Lean / Six Sigma (Completed 160-hour course at IDEXX – 2015) How to Run Productive and Effective Meetings (2015) CATEGORIZED SKILLS & TECHNICAL EXPERIENCE INVENTORY System Administration / User Support:

Windows domain administration, MS Exchange, FirstClass server administration, IIS administration, MS SQL Server administration, network file storage/ storage area networking (SAN), DHCP, TCP/IP, LAN (wired and wireless), Samba, hardware configuration, advanced technical troubleshooting, system imaging, SonicWall firewalls / firewall concepts and execution, Sophos, CommunigatePro, SmarterMail, IceWarp, VPN concepts, disaster recovery/backup and recovery/data loss protection (DLP), database architecture concepts, network design, Moodle implementation, infrastructure management and planning (including OSI stages understanding), network security concepts and application, (including network scanners), virtualization concepts and theory, Software as a Service concepts and business models, project management, VMWare, vSphere, VirtualBox, Terraform, CloudFormation, Azure, AWS, NetLib,

Operating Systems:

Apple's OSX (workstation and server), MS Windows (workstation and server), Linux, iOS, BSD User-Level Applications:

MS Office, MS Dynamics, MS Project, image manipulation programs, IDEXX CRM (Beacon and FirstWave), WHMCS, Manage (the Metisentry customer CMS), Plesk, cPanel, Anaqua Analysis Tools (Basic exposure, eager to learn):

Lavastorm, Tableau, Sisense

Programing:

HTML, CSS, BASH Scripting

Other, General Experience:

Telnet, SSH (Secure Shell), FTP & SFTP (File Transfer Protocol), Software as a Service business concepts and application, graphic design and sign construction, DNS (Bind and ProBind)

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