Systems Operation Support Analyst

MYRON GLEGHORN

*************@*****.*** Cell: 314-***-****/HM: 314-***-****

LinkedIn – linkedin.com/in/myron-gleghorn-1176079

PERSONAL SUMMARY:

Senior Systems/Network Engineer with extensive enterprise Windows, Linux/Unix, and network infrastructure experience. Delivered realtime Splunk ITSI dashboards for Humana’s NOC, improving service visibility and cutting incident resolution time. Managed migration of 200+ Boeing users to a Linuxbased MFT platform, ensuring ontime rollout and reducing support tickets. Seeking to apply deep troubleshooting and automation skills to enhance reliability and security in a dynamic IT operations environment.

EXPERTISE IN:

Tripwire Enterprise

Linux/Unix

ServiceNow

Google Cloud Management

Avamar – Backup/restore

Sterling File Gateway B2B

Enterprise Monitoring

Oracle Database

SharePoint

MS Office Suite

F5

Splunk / Dashboards

VMware Enterprise

Scrum

Active Directory/DNS

Agile / Kanban

Dynatrace

Microsoft Azure

Windows 7, 8, 10

F5 Load Balancer / Spring Boot

MS SQL Database

IDS/IPS

SIEM

WebDefend – (WAF)

Symantec

McAfee DLP/EPO/SafeBoot

Password Vault

BlueCat IP and DNS

Windows Server 2008/2012

Tanium

Autosys Workload

Jira Ticketing

Qualys

ServiceNow

ITSM application

AppDynamics

Grafana Dashboards

VROPS vSphere

JIRA

OKTA

PROFESSIONAL SUMMARY:

Humana Inc., Louisville, KY – VSoft Consulting October 2024 – December 2025

IT TSOEC-ITSA IT Operations Support Analyst

Provided monitoring and observability for Humana NOC/TOC ITSI technicians, managing event correlation, application availability, and alerting across services and infrastructure; optimized workflows and closed visibility gaps in Splunk, DynaTrace, SolarWinds, and Aubrik, resulting in more consistent platform visibility.

Created Splunk dashboards for TOC ITSI technicians that delivered realtime monitoring of the Humana ecosystem, enabling faster detection of issues and improving operational awareness.

Worked with Splunk infrastructure highlighting Critical events, multiple environments, Incidents from ServiceNow ensuring data integrity and performance continuity.

Communicated verbally and in writing with managers at all levels about major incidents and NOC/TOC ITSI alerts, using ServiceNow and MS Office, which helped streamline incident response and reduced resolution time.

Ameren Electric, St. Louis, MO – Strategic Staffing Solutions March 2023 – June 2024

Operations Support Specialist II

Handled request calls with 98% resolution, monitored ServiceNow CMDB, change requests, service tasks, incidents, and implementations, and managed the Digital Command Center Operations Bridge, overseeing application servers, Oracle processes, protected and nonprotected servers, storage applications, DynaTrace and cybersecurity alerts, Intelligrid network, AMI collectors, and APCUPS battery issues.

Resolved highpriority issues across RTU systems, Nokia 7705 equipment, Autosys backend jobs, BlueCat IP/DNS infrastructure, Avamar backup/restore, F5 Air Watch, T/Windows FAA reporting, Critical Incidents, and DVR/AMAG video cameras, ensuring continuous service availability.

Utilized vROps, vSphere, VMware Enterprise, and network automation tools to monitor server health and resolve performance issues; applied Downtime Manager and Cisco ISE/Prime to control network access during incidents; leveraged Splunk, Trellix EPO, and Microsoft Defender for security monitoring; performed Tanium patching and CyberArk password vault management, which improved system stability and reduced incident response time.

Delivered clear verbal and written communications to all management levels while troubleshooting Windows server memory/CPU issues, Linux/Unix servers, and Avaya phone systems, reducing downtime and improving user satisfaction.

Wells Fargo, St. Louis, MO March 2021 – January 2023

LOTA – Lead Technical Operations Analyst – Production Support

Managed security, network, server, application, and infrastructure for Wells Fargo, ensuring confidentiality, integrity, and accountability; created and enforced retention policies for shared drives and legacy processes, reducing data sprawl.

Participated in daily Kanban standups and collaborated in an agile team using Jira to resolve tickets, accelerating issue resolution.

Managed and mitigated scheduled ServiceNow changes, resolving time conflicts and incident overlaps, which maintained system availability and prevented service disruptions.

Monitored Splunk, Dynatrace, BigPanda, and Grafana while delivering SharePoint and Power BI analytics through AppDynamics and Tripwire; identified and resolved network, CPU, and disk utilization issues across servers, databases, and virtual machines, which improved system performance.

Documented and administered multiple SharePoint silos and led discussions to refine infrastructure, enhancing documentation consistency and supporting smoother deployments.

Communicated clearly with all management levels while supporting ITSM processes using ServiceNow, BigPanda, and PAC 2000, which led to faster issue resolution and higher stakeholder satisfaction.

Tata Consultancy Services - Boeing Int. St. Louis, MO February 2019 – December 2020

Quality Support Specialist/ Functional Analyst

Coordinated migration of 200+ Boeing customers from the legacy application to the MFTA platform, establishing relationships with business units and suppliers worldwide and gathering required manager, user, network, and documentation details per SOW, resulting in successful ontime migration for all customers.

Created user accounts and migrated businesspartner accounts to the Linuxbased MFTS platform, then trained users on MFTS functionality, enabling seamless access and reducing support tickets.

Documented service dataflow architecture with diagrams and release notes, and authored testing procedures, which clarified system design for the development team and reduced rework.

Managed multiple SharePoint sites, updating outdated information and producing Excel spreadsheets for management to track migration issues, and administered DigiCert X509 certificates and SSH key pairs for business systems, which increased data accuracy and security.

Monitored user, network, and filetransfer issues with Splunk and IBM Control Center, collaborating with business units to resolve incidents, and imported user data into iCIMS, which streamlined onboarding and improved issueresolution speed.

Initiated and maintained communication with management, strengthening customer relationships; refined onboarding processes for migrating Business System accounts using ServiceNow, which streamlined migrations and reduced onboarding errors.

MasterCard Inc. O’Fallon, MO December 2017 – May 2018

Production Support Infrastructure Analyst

Supported customers by troubleshooting UNIX issues in Metrics Dashboards using Splunk and Python scripts to resolve realtime alerts in IDashboard, and managed singlepage dashboards that displayed filesubmittal throughput and incident alerts, ensuring timely issue detection for clients.

Coordinated change administration for all F5 updates, failovers, patch deployments, and datarecovery tasks, and performed load balancing on Windows 2008 and 2012 servers, which maintained service availability and reduced unplanned downtime.

Diagnosed and resolved UNIX/Linux problems by analyzing log files, eliminating faulty processes, and scripting fixes in Bash and Java, keeping realtime metric applications running smoothly.

Assisted techs making sure that the Global Certificates (Client and Server) of MasterCard remained outside of their 90 days revocation on all Application servers, Web servers, and Website portals of MasterCard and its external vendors per SLA policy and procedures.

Used SharePoint, MS Office Suite, INetco, Jira, ALM, XMatters, Citrix, F5 Load Balancer, and Remote Desktop to schedule notifications and coordinate incident response, which reduced response times.

Utilized AppDynamics to monitor baseline performance, configured alerts that notified the team when thresholds were exceeded, enabling faster incident response and preventing service degradation.

Wells Fargo & Co. Saint Louis, MO April 2017 – September-2017

Distributed Control System Technician

Approved and rejected infrastructure implementations, performed F5 load balancer failovers for Windows 2008/2012 servers, resolved UNIX outages, and administered support for 80+ laptops and desktops in the testing lab, ensuring continuous device service bandwidth with Ilxa bandwidth manager, which kept testing environments operational.

Implemented data refresh processes for the Brokerage Data Warehouse (BDW) and Operational Data Store (ODS) production environments using automated scripts, ensuring uptodate data for reporting and analytics.

Configured testlab PCs, laptops, network printers, and coordinated test plans for internal engineers using Ilxa bandwidth manager, F5 server failover, DMAN deployment tool, and PKI certificate validation, which streamlined testing setup and reduced configuration errors.

Coordinated testing activities across testers, managers, engineers, developers, and consultants for special project events, facilitating clear communication and ontime completion of test cycles.

KPMG Saint Louis, MO December 2015 – January 2017

System Administrator Technical Support Analyst

Resolved network and wireless connectivity issues—including DHCP, VPN, RSA authentication, VMware user access, and Citrix—using BlueCat IP/DNS, Cisco Prime, and Windows 10, maintaining 99.5% system uptime and ensuring compliance with KPMG security standards.

Met and exceeded SLA targets for assigned tasks by processing ITSM tickets, applying ITIL procedures, and documenting resolutions; used expertise in PDA devices, RSA, MobileIron, Active Directory, and VOIP to simplify administration and improve ticketclosure efficiency.

Performed customer password revocations and token validations using McAfee Enterprise DLP, identified and reported PII exposures, and guided remediation efforts, enhancing security compliance for auditors and consulting teams.

Hudson’s Bay Company/Lord and Taylor, Saint Louis, MO April 2013 – September 2015

Junior ITIL Compliance Control Analyst

Coordinated and guided project managers through each SDLC phase to ensure compliance with HBC security policies, using Tripwire Enterprise and Qualys; collaborated with IT staff, suppliers, and thirdparty providers to protect information assets, resulting in successful PCIDSS, HIPAA, and SOX compliance audits.

Conducted threat risk assessments during requirements definition for POS terminals, DMZ environments, and card-data tokenization projects, using Qualys scans and Splunk dashboards; coordinated vulnerability scans in the implementation phase, which identified and remediated critical findings before go-live.

Updated SIEM nodes with JavaScript to parse log files for errors and noncompliance, and performed installations, updates, and refreshes on UNIX, Linux RHEL, and AIX servers; these actions reduced falsepositive alerts by improving log accuracy.

Performed security risk assessments for new and existing products and systems, and audited thirdparty vendors, applying PCIDSS and HIPAA requirements; findings informed remediation plans that reduced identified risks.

Applied expertise in access control, system hardening, log monitoring, and incident handling, using SIEM, IPS/IDS, and vulnerabilityscanning tools such as Splunk and Qualys; this improved detection of security incidents and enabled faster response times.

Managed Active Directory user provisioning and de-provisioning, updated roles, groups, and policies, administered Exchange and VPN accounts, and controlled password lockout via CyberArk, providing secure access to the HBC/LT Blue Zone mainframe; supported Tier 23 troubleshooting, which reduced accessrelated incidents.

Performed application lifecycle management for Tripwire IPS/IDS, created and granted user access, deployed monitoring nodes across the enterprise network, and maintained system integrity, resulting in consistent security monitoring coverage.

BJC - Barnes Jewish Hospital Health Services, St. Louis, MO January 2013 – March 2013

Windows Deployment Administrator

Imaged laptops, migrated user profiles, and configured Windows 7 systems using MDT and PowerShell, then documented procedures and provided stepbystep guides, which streamlined newhire onboarding and reduced setup errors.

Administered deployment and security of devices and applications across the BJC enterprise network with OKTA and VMware, and supported endusers, forests, and domains, leading to improved compliance and fewer security incidents.

Magellan Health, Earth City, MO September 2012-October 2012

Implementation Analyst

Migrated, set up, and configured enduser Outlook .pst archive profiles to the new Mimosa Exchange platform, documenting the process and providing stepbystep instructions; used Active Directory for account provisioning and Password Vault for credential handling, which enabled a seamless transition for all users with no data loss.

Reimaged new PCs and configured Mimosa to support Microsoft Office 2007/2010 for endusers, applying standard imaging scripts and VROPs monitoring; delivered clear setup documentation, which reduced deployment time by 30 % and improved user satisfaction.

Express Scripts Inc. Saint Louis, MO February 2012 – August 2012

Central Monitoring Engineering Analyst

Maintained ESI network stability and troubleshot errors using ServiceNow and OKTA, providing 24/7 support for highvisibility Datacom servers; ensured continuous uptime for critical applications such as Drug Digest, CuraScript, Connect-U Care, and Health Bridge.

Administered Active Directory access during nightly shifts, resetting passwords, unlocking accounts, and adding or removing users; used ServiceNow and OKTA to log requests and automated port validation for middleware platforms (WebSphere, MQ, Apache, Tomcat, Big IP), reducing resolution time.

Monitored alerts across Microsoft, Linux, and UNIX servers, SAN and NetApp storage, using BMC Remedy (ServiceNow) to document and resolve incidents; performed server and cluster restarts after deployments and leveraged MOM, Anchor, and Atlas to troubleshoot application issues, maintaining system availability.

Pfizer Corporation, Chesterfield, MO December 2011 – January 2012

Inventory Control Coordinator

Gathered field data and entered it into a laptop; placed tags on equipment, queried the MS SQL database to verify assets, and applied consistent naming conventions, improving asset traceability.

Performed stocking, cleaning, and product delivery, material setup for production, logged tasks in the ITSM application, ensuring timely completion and supporting smooth production flow, which enhanced internal customer satisfaction.

Savvis Communications, Chesterfield, MO January 2009 – July 2009

Network Administrator

Provided Tier I help desk support for Windows Server 20032008 hosts in a VMware enterprise environment, using Symantec antivirus and enterprise monitoring tools; documented project timelines and trained end users, which reduced ticket resolution time by improving firstcall fix rate.

Supported RHEL servers and resolved CSS, HTML, J2EE, Java, and PKI certificate issues; managed SSL configurations, bandwidth allocation, and backups for shared and dedicated hosting, which increased system uptime and user satisfaction.

Provided comprehensive support for HP OpenView and Dell Insight Manager Servers, tracking and deescalating incidents; administered SAN storage with disk arrays in a VMware ESX cluster, which improved storage availability and reduced outage duration.

Supported NetApp filers for LAN, SAN, and WAN file systems and maintained Windows 20002003, Windows 710, and Linux (Solaris, SUSE) servers, performing patch management and Windows Server 2003 cluster quorum configuration, which enhanced data reliability and streamlined backup processes

AT&T SERVICES, Bridgeton, MO April 2006 – April 2008

NOC Administrator – Tech Support II

Provide 24/7 inhouse and remote support via VPN, create technical documentation, conduct security assessments, and perform server migrations, updates, and patches. Deliver firstlevel support for software installation and configure new laptops and network PCs, ensuring continuous operation for end users. Support Ruby on Rails applications on WebLogic 10.0 within the AT&T J2EE platform.

Coordinate and manage desktop deployment, installation, and testing in the UAT environment as the Exchange administrator. Provide Tier III support for Windows, Unix/Linux, and Solaris systems. Collaborate with IT, telecommunications, and project teams to resolve issues, improving overall system reliability.

Monitor Oracle SQL databases, Java scripts, Windows 2003 Administration Console, and BEA WebLogic 10.0 while handling change management, patch upgrades, and server decommissioning for missioncritical database servers. Deliver worldwide support for EMEA and Asia regions, serving over 50,000 end users and maintaining service continuity.

Engineer and implement ITIL change and release management for more than 2,500 servers worldwide. Administer updates to AT&T routers (Cisco 2600 series) and replace Cisco 2950/3550 switches in the CNOC. Support SAN environments with multiple disk arrays, RAID, and clustered systems, enabling reliable SMS messaging and UNIX code delivery for AT&T services.

Engage crossfunctional teams—including Managed Services, Service Assurance, Provisioning, Maintenance, and software developers—to align ITIL project management and network operations. Deploy patches for all Microsoft products on enduser PCs and proprietary laptops, improving security compliance across the organization.

Created weekly and monthly network error reports using Excel, including pie charts, graphs, and tables; reported UAT environment results to guide upcoming network updates, helping identify recurring issues and prioritize fixes.

Deployed and restarted servers and clusters, troubleshot alerts on test and production systems, and resolved application issues with Remedy, reducing downtime and improving service reliability.

oActive Directory – Managed Active Directory for all NOC users and virtual clients, creating, modifying, and deleting accounts and desktop PCs; migrated users from Novell 4.0 to AD, streamlining authentication and reducing login issues.

oSolaris Environment – Maintained a Solaris environment of ~150 servers, performing installations, reimaging, IP and DNS configuration, and user account management, ensuring continuous access and lowering passwordreset tickets

oAOTS Platform – Supported the CBUS AOTS platform for users in the United States and Middle East, handling account creation, updates, and configuration around the clock, improving platform availability and user satisfaction.

EDUCATION

Fundamentals of Architecture / Computer Aided Drafting, North Technical High School, St. Louis, MO

Courses: Academic, AutoCAD, Architectural Drafting

GPA: 2.98

Associates Degree in Architecture / Computer Aided Drafting, Meramec Community College, St. Louis, MO

Courses: Drafting, Pre-Calculus, Architecture, AutoCAD

GPA: 2.92

Diploma of Completion / Certificate in Computer Technology, Advanced Career Training, Atlanta, GA

Courses: HTML, Computer analysis / breakdown / troubleshooting, resolution, MS Office Suite, PowerPoint design & documentation, DOS, PC peripherals, software and hardware configuration, Network Administration, Windows 2000 Server configuration, and Active Directory.

GPA 4.0

Tata Consultancy Services - Boeing Int. St. Louis, MO – 2019-2021

- Splunk-1 (7.0 Fundamentals) eLearning

- Splunk-2 (8.0 Fundamentals) IOD

- Agile for Practitioners

- Scrum 1

Wells Fargo Co. St. Louis, MO – 2021-2023

Courses: Azure Fundamentals – Certified

Courses: SANS501 – Security Essentials - Certified

Contact this candidate