Alex Agle
Smyrna,GA
Summary
Meticulous Lead IT Architect maintaining and supporting highly available business software applications. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems. Thirty years of experience in higher education. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
30
30
years of professional experience
1
1
Active Certification
Accomplishments
- Employee of the Quarter - Spring 1998 and Fall 2008
- Received Super Randonneur honorific in 2007 (distance bicycling award)
- Amateur Extra ham radio license
Skills
- Business Software Application Administration
- Critical Thinking
- Data and Systems Architecture
- ITIL
- Red Hat Enterprise Linux
- Release Management
- Requirements Analysis and Design
- SQL
- Software Training
- Systems Implementations
- Technical Documentation
- Troubleshooting and Bug Fixes
Certification
- Red Hat Certified Systems Administrator (2015)
- ServiceNow Certified Systems Administrator (2021)
- ITIL v3 Certification
Work History
Lead Systems / IT Architect
Georgia Institute Of Technology
Atlanta, GA
11.2019 - Current
- Upgraded and maintained ServiceNow application as Certified System Administrator (now on San Diego release)
- Populated and maintained ServiceNow core data tables, data sources, and transform maps
- Created and maintained ServiceNow integrations with single sign on, LDAP server, Active Directory, and other data sources
- As ServiceNow production release manager, managed all periodic deployments to production environment
- Maintained BMC FootPrints 11.6.3 service, including upgrade to RedHat Enterprise Linux 7
- Maintained Remedy Action Request System 8.1.2 service
- Maintained Subversion 1.9 service
- Provided technical leadership to team members during system design
- Developed network and system architecture according to business needs
- Provided 2nd and 3rd level technical support and troubleshooting to customers
- Wrote and maintained custom JavaScripts to manipulate and populate data in ServiceNow
- Deployed and maintained Windows and Linux VMs
Lead Application Developer
Georgia Institute Of Technology
Atlanta, GA
03.2011 - 10.2019
- Installed and configured FootPrints service, which included provisioning RedHat Enterprise Linux servers, integrating with single sign on and LDAP servers, and writing documentation for developers to integrate external systems using SOAP API
- Transitioned Remedy business customers to FootPrints service, which included individual meetings, reviewing Remedy configuration, setting up area in FootPrints, and conducting training sessions
- Managed all FootPrints upgrade projects, going from versions 9.5 to 11.6.3
- Wrote PERL code on Linux platform to correct FootPrints data in Oracle database via SQL statements; Wrote PERL-based CGI to enable customer's existing web forms to submit incidents into FootPrints
- March 2017 - 2019, developed processes and procedures for ServiceNow platform, including production deployment process and family release upgrade process; assumed role of primary ServiceNow System Administrator
- In 2015, upgraded Remedy Action Request Service from 6.3 to 8.1.2 and transitioned it from Solaris to Red Hat Enterprise Linux 6 servers
- In 2013, took over management of Subverision 1.6 service on RedHat Enterprise Linux 5 and performed immediate upgrade to 1.7, then in 2017 transitioned it to Subversion 1.9 on RedHat Enterprise Linux 7
- Worked both independently and closely with other team members to perform troubleshooting and debugging tasks
- Assisted other team members to architect their applications
Senior Systems Support Specialist
Georgia Institute Of Technology
Atlanta, GA
12.1999 - 02.2011
- Led requirements gathering project to replace Remedy helpdesk system
- Led effort to get IT department to adopt ITIL v3
- Between 2008 - 2011, managed team of five graduate student developers and 2 FTEs who developed Drupal-based websites and custom written applications, such as event registration systems; Team created Inventureprize website on short notice
- Between 2007 - 2011, managed NotifySync platform (email access on smartphone)
- Between 2003 - 2006, managed Oracle Calendar and Ultraseek Search Engine services
- Gathered requirements, performed analysis, designed, implemented, and supported applications (year listed is when implemented):
- 2007 Remedy-based Telecommunications Service Portal
- 2006 PERL-based web portal, allowed end users to manage their incidents and requests in Remedy
- 2003 - 2004 Remedy-based Judicial Management System for Office of Student Integrity, then overhauled application in 2007, transitioned to commercial product in 2011
- 2000 - 2001 Remedy-based incident and request management application used by over 20 business units until transition to FootPrints
- Managed, supported, and provided training on Remedy Action Request System; Performed application upgrades to 4.0, 4.5, and 5.1.2 on Solaris operating system
- Created various Crystal Reports for Remedy reporting
- Between 1999 - 2003, provided 1st and 2nd tier general technical support to campus community, then 2nd and 3rd tier after 2003
- Documented technology-related inquiries and fixes to compile knowledge base resources
- Improved overall user experience through support, troubleshooting, improvements and communication of system changes
Chief Financial Officer
Yellow Jacket Flying Club Inc.
Atlanta, GA
10.1997 - 02.2002
- Volunteer position required eight hours of work per week
- Was officer of corporation and board member of company; participated in weekly executive meetings
- Managed $100k yearly budget, accounts payable, and accounts receivable; maintained customer list of approximately 200 pilots
- Conducted detailed analysis of company financial information and prepared related reports for Student Government Association and Internal Revenue Service
- Analyzed operational issues and implemented corrective action plans to improve efficiency
- Implemented Quickbooks Pro, transitioned to online banking with high interest-bearing account, and implemented customer prepayment program
- Documented all financial processes
Systems Support Specialist II
Georgia Institute Of Technology
Atlanta, GA
02.1998 - 11.1999
- Became primary Remedy Action Request System administrator and performed upgrade to version 3.2
- Developed Remedy-based helpdesk applications for two additional campus units
- Developed Remedy-based Human Resources (position tracking) and Employee Training Request applications
- Provided general 1st and 2nd tier general technical support to campus community
- Investigated and corrected problems with printers, copiers, CD duplicators, and other peripheral devices
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Systems Support Specialist I
Georgia Institute Of Technology
Atlanta, GA
05.1997 - 01.1998
- Supported Remedy Action Request System as secondary administrator
- Provided general 1st and 2nd tier technical support to campus community, including account, Macintosh, Windows, Solaris/Unix, email, and software support
- Acted as main Office of Information Technology Computer Support Representative by performing Macintosh hardware replacements and support to all IT departments
- Managed end-user software distribution process
- Performed technical support and troubleshooting; Consulted with higher tiers of support to gather more knowledge for 1st tier support
Student Assistant
Georgia Institute Of Technology
Atlanta, GA
04.1993 - 05.1997
- Between 1993 - 1994, assisted student computer lab users on Macintosh and Sun computers with hardware, operating system, programming, and software issues
- Between 1994 - 1997, maintained and upgraded Macintosh operating system and applications available to computer lab end users, performed laser printer maintenance, stocked printing supplies, created staffing schedules, taught occasional Microsoft Excel classes, rewrote procedures manual
- Between 1996 - 1997, created searchable website that displayed Administration and Finance policies and procedures
Education
Bachelor of Science - Business Management
Georgia Institute of Technology
Atlanta, GA06.1997
High School Diploma -
Woodward Academy
College Park, GA05.1992
Similar Profiles
Sharon McKenzieSharon McKenzie
Financial Administrator III (Hybrid) at Georgia Institute of Technology, School of The Parker H. Petit Institute for Bioengineering and BiosciencesFinancial Administrator III (Hybrid) at Georgia Institute of Technology, School of The Parker H. Petit Institute for Bioengineering and Biosciences
Latanya S. BucknerLatanya S. Buckner
Director of Financial Administration II- Professional Education at Georgia Institute of TechnologyDirector of Financial Administration II- Professional Education at Georgia Institute of Technology
Roger L. SimmsRoger L. Simms
IT Asset/Purchasing Coordinator at GEORGIA INSTITUTE OF TECHNOLOGYIT Asset/Purchasing Coordinator at GEORGIA INSTITUTE OF TECHNOLOGY
Akash VardhanAkash Vardhan
Graduate Research Assistant at Georgia Institute of TechnologyGraduate Research Assistant at Georgia Institute of Technology
Raymond AlexanderRaymond Alexander
Founder & Principal Consultant at Cherubim TechnologiesFounder & Principal Consultant at Cherubim Technologies