Resume: Kirby, Tyler

Objectives:

Broaden my knowledge of enterprise monitoring, networking, and telecommunications to advance my career. 

Skills:

Elasticsearch, Elastic, Logstash, Kibana, Apache Kafka, Apache Zookeeper, Linux OS (Redhat, Centos, Ubuntu), Linux Shell Scripting, API, Python, PowerShell, Windows OS (Server 2008, Server 2012, 10, 8/8.1, 7, Vista, XP), HP Tools Suite (NNMi, OVO, SiteScope, BSM, BPM), Evanios, ServiceNow, Nagios, Selenium, Basic router/switch configuration, Microsoft Office Products (Excel, Outlook, Word, PowerPoint, SharePoint, Access), Adobe products, CITRIX, VDI, VMWare, Active Directory, Mainframe, Control M, Organization, Task Segmenting, Prioritization, Self-starter who learns new concepts and adapts to new processes quickly, Effective written and verbal communication

Education:

Glendale Community College | Graduated December 2018

• AAS for Cisco Networking Technology – Graduated January 2018
• AAS for Linux Networking Administration – Graduated January 2018
• AAS for Information Security – Graduated December 2018.

Experience:

Arizona Public Service | IT Infrastructure Engineer III

September 2021 – Current

• Implemented ServiceNow Event Manager
• SME for ServiceNow Event Manager
• Integrate new/old element managers with ServiceNow Event Manager
• Streamlined system patching for the Enterprise Monitoring Team
• Retired Evanios Event Manager
• Backup SME for Evanios Event Manager
• Integrate new element managers with Evanios Event Manager
• Administer HP Suite of monitoring tools to create, remove, or update monitoring on current IT infrastructure.
• SME for the ELK stack. (Elasticsearch, Logstash, Kibana)
• Plan and execute system upgrades for Elastic and HP Monitoring Suite.
• Scale ELK stack to meet business needs and support additional logging needs.
• Resolve emergent issues after hours with the HP Suite and the ELK stack.
• Integrate new data sources for log ingestion.
• Create Kibana dashboards for IT Teams in order to assist with maintenance and troubleshooting.
• Create watches within Elasticsearch used for monitoring.
• Represent the Enterprise System Monitoring team at the Daily Change Advisory Board to review all upcoming changes and evaluate monitoring needs.
• Assisted with conducting interviews of prospective employees and rated responses for hiring.

Arizona Public Service | IT Infrastructure Engineer II

November 2018 – September 2021

• Administer HP Suite of monitoring tools to create, remove, or update monitoring on current IT infrastructure.
• SME for the ELK stack. (Elasticsearch, Logstash, Kibana)
• Plan and execute system upgrades for Elastic and HP Monitoring Suite.
• Scale ELK stack to meet business needs and support additional logging needs.
• Resolve emergent issues after hours with the HP Suite and the ELK stack.
• Integrate new data sources for log ingestion.
• Create Kibana dashboards for IT Teams in order to assist with maintenance and troubleshooting.
• Create watches within Elasticsearch used for monitoring.
• Represent the Enterprise System Monitoring team at the weekly Change Advisory Board to review all upcoming changes and evaluate monitoring needs.
• Assisted with conducting interviews of prospective employees and rated responses for hiring.

Arizona Public Service | NOC Operator II

December 2016 – November 2018

• Compile Service-Now reports consolidating imperative information to prepare Plan-of-the-Day operational system status report for CIO and Senior Leadership Staff
• Act as Incident Command personnel when requested.
• Communicate system outages and degradations across lines of business keeping IT leadership in sync with impacted business units and their leadership.
• Work directly with the Service Desk & IT Customer Service as an escalation point for production system issues and assists in resolving or further escalating other related issues.
• Build Knowledge Base documentation of resolution steps that resolve identified and/or reported issues to aid in training.
• Coordinate on-the-job training for new hires.
• Works closely with the Enterprise Monitoring team to create, remove, or update monitoring on current systems. 

Arizona Public Service | NOC Operator I

March 2015 – December 2016

• Perform help desk duties afterhours and during heavy call volumes as backup support.
• Perform first level troubleshooting with remote access (CITRIX, VPN, RDC, VDI), server support, and network equipment.)
• Monitor systems and apply proactive triage techniques when possible to prevent or reduce issues from impacting production systems.
• Coordinate priority 1 ticket resolution by establishing correct dispatch and assisting the support team where needed driving recovery efforts according to service level targets.
• Assist users and field personnel with issue resolution through remote systems access, business unit and team coordination and maintaining appropriate levels of awareness.
• Prevent any unplanned outages from occurring with thorough validation of Incidents, Requests, and Changes ensuring workers are properly prepared and approved for production work to take place. 
• Maintain team and department SharePoint sites by making changes where required and applying user access when needed.

Arizona Public Service | IT Technical Analyst I

July 2014 – March 2015

• Provide support for desktop computer operating systems, software, and hardware/peripherals via phone.
• SME for all SharePoint calls to the Help Desk.
• Supported users with basic SharePoint needs (configuring permissions, site building, web parts, etc.).
• Maintained several KB articles for support teams to assist with troubleshooting.

Tek Systems | IT Technical Analyst I-C (Help Desk at APS-Contractor)

 February 2014 – July 2014

• Resolved customer issues with Microsoft products not responding, not loading email, or not saving correctly.
• Configured voicemail boxes on UCC servers for employees when they move to a new number.
• Provisioned and verified access to AD groups, Files, Folders, Application, Domains, etc.

CVS | Shift A Supervisor 

September 2013 – March 2014

• Coordinated and conducted interviews of prospective employees and rated responses for hiring.
• Resolved customer issues such as poor customer service in the pharmacy or product inconsistencies.
• Studied sales reports to confirm overspending would not occur on payroll or ordering.