Bret Reynolds

Served as a remote manager for IT AppOps Data Automation and IT AppOps Data Platforms teams (US full-time and overseas client contract teams). Directed and managed teams to design, deploy and support scheduled jobs and workflows using Control-M and other tools to load the corporate data warehouses and other mission-critical applications. Worked with scrum master to maintain agile formalities and sprints. Planned, estimated, and forecasted changes to business applications and processes to scale and meet the needs of FOA. Led projects aimed at improving solution functionality and efficiency with the goal of adding business value.

• Cut request completion time by 75%, ensured 95% success in production releases.

• Pioneered data automation strategies, boosting FOA's operational scalability.

• Devised KPIs and quality monitoring, enhancing team efficiency and process alignment. Established team standard operational processes and procedures, team metrics, and reporting. Managed capacity tracking and department workloads. Produced weekly and monthly stat reports for higher management.

• Fostered inter-departmental synergy, resolving critical process discrepancies.

• Assisted with quarterly access and audit reviews. Implemented security and data policies to maintain application compliance and recommended enhancements to product teams.

• Led talent management initiatives, directed/trained staff and conducted interviews for open positions. Conducted regular performance reviews on FTEs and consulting team members.

• Supervised team projects in converting Workload Automation jobs from Automate Schedule Skybot (decommissioned) to BMC Control-M and integrating/automating service management events with ServiceNow.

• Acted as the platform owner for corporate Control-M Scheduling and Managed File Transfer (MFT) platforms. Ensured SLAs were met and assessed the performance of the engineering/admin teams.

• Oversaw the intake process for new work and enhancements.

Inaugural manager for EDW Production Support and EDW Performance Engineer teams to lay the foundation moving forward. In charge of providing leadership and vision of goals/objectives, priorities, metrics, and measurements for the department and IT environment. Provided visionary leadership, defined goals, priorities, and metrics, setting a benchmark for departmental success. Managed departmental budgets and oversaw team operations.

• Recognized for identifying gaps, reducing implementation time, increasing productivity, and meeting SLA goals.

• Delivered ongoing operations support for CareSource’s data load and related processes that supported reporting, business intelligence, and analytics.

• Managed the optimization of the Enterprise Data Warehouse (EDW) load schedule, performance, and end-user support.

• Directed development/operations in relation to Data Engineering to optimize the transition from development into production environments.

• Coordinated with customers, business partners, project managers, and team members to understand business requirements that drove the analysis and design of quality solutions aligned with business and IT strategies.

• Led daily cross-department team meetings and recommended changes to implement enhancements, resolve production problems, or improve operating efficiency.

• Evaluated and implemented improved deployment services and developed/managed plans to optimize delivery and support mechanisms.

Managed and upheld the Redwood scheduling infrastructure on Linux systems, ensuring its optimal performance and security. Orchestrated successful implementations for monthly and quarterly data cutovers, guaranteeing seamless transitions and timely deliveries.

• Evaluated, identified, and revamped inefficient processes, procedures, and documentation. These enhancements led to a notable reduction in implementation times, significantly boosting productivity across operations
• Executed and monitored monthly and quarterly data cutovers.

Provided comprehensive support to new and upgraded clients, facilitating the optimized utilization of Control-M Workload Automation through staff augmentations. Analyzed, recommended, and implemented scheduling system environment enhancements to drive greater operational efficiency. Delivered training sessions and presentations to assist companies and end-users in navigating Control-M functionalities.

• Successfully led the transition of client scheduling processes from other automation tools to Control-M, resulting in marked improvements in accuracy and productivity.

• Authored user documentation tailored for the client's internal use, ensuring clarity and effective utilization of Control-M.

• Spearheaded creation and delivery of impactful PowerPoint presentations utilized by Cetan Corp for training sessions and sales pitches to both existing and potential clients, showcasing the benefits and functionalities of Control-M.

Supported organizations using BMC Control-M to maximize scheduling environments for efficiency and trained new users. Won consulting engagement with IRI Worldwide (a BMC Innovation Award finalist in 2016-2017) based on expertise in Control-M. Scope of the project involved cleanup of active environments to better facilitate the use of CTM Create within their environment.

• Recognized for resolving active schedule issues and creating cleanup guidelines, facilitating environment cleanup, and reducing system slowdowns and/or crashes.

• Created/set up viewpoints and authorizations in Control-M Service Manager, and trained users on benefits.

• Created Standard Operating Procedures and instructional documentation for daily/weekly activities which teams use for maintaining scheduling environments.

Designed and delivered high-quality business systems in accordance with client requirements and departmental standards. Effectively assigned resources to implement cost-effective automation and analyzed complex business processes. Identified, evaluated, developed and/or redesigned systems and procedures to meet user requirements.

• Recipient of multiple Power-Up recognition awards for work performed and time-saving measures established.

• Single-handedly increased division’s Control-M Production jobs by 330% in less than 2 years as new groups/applications submitted requests to switch workload over to Control-M.

• Improved the knowledge and skills required to support BMC Control-M schedules by providing direction, materials, and training of ARO resources.

• Production Release Management – Managed schedule modifications including technical solution/specs, implementation, support, and quality to ensure data accuracy, timeliness and consistency, and adherence to standards/regulatory requirements.

• Led and supported Control-M scheduling for the Global IT environment, including the establishment and implementation of standards and documentation of scheduling environment and jobs.

• Managed proposal, analysis, design, and development activities for projects and support teams.

• Provided leadership in effectively and efficiently applying assigned resources to implement cost-effective automation designed to meet the client's specific business requirements.

• Liaised with project leads to understand scheduling needs and anticipate solutions based on business/technical knowledge.

• Spearheaded a new implementation plan process which was placed into a new change control process which then allowed a path for requests to be made and created an audit trail rather than using emails and phone calls as requests; the new process decreased back-and-forth collaboration, irrelevant emails, and reduced time needed for implementations.

• Conducted weekly Release Change Coordinator meetings, for production implementations for cross-functional teams to make sure all auditable documentation was completed and go-live processes were tested successfully and ready for implementation.

Promoted to Resource Management role based on outstanding performance as Analyst. Worked with internal and external managers to ensure appropriate resources were identified, tracked and assigned.

• Defined metrics and reported feedback to key stakeholders on the capacity of the organization to complete project (Build) and Support (Run) activities through the use of Key Performance Indicators.

• Developed and led multiple training sessions for resources, resource managers and project leads on procedure and system changes to ensure new process would be understood and followed by all stakeholders.

• Identified, promoted and led the initiative for creating and maintaining resource capacity levels on projects.

• Managed day-to-day operations of Resource Management Supply Team. Provided overall subject matter expertise including implementation and ongoing guidance, and hands on technical support for IT Operations Service Delivery Resource Management.

• Worked with internal and external managers to ensure appropriate resources are identified, tracked and assigned. Monitored and reported on project requests trending for IT skills and compare with available capacity to determine staffing/training needs.

• Created and provided metrics reporting project-related funding increased costs, etc. to IT Operations Service Delivery management.

• Successfully assigned weekly project work for 270+ Global Operations and Security resources under 29 managers distributing workload evenly.

• Identified and addressed recovery cost issues between actual and projected resource project time.

Led Enterprise Systems Management (ESM) Group with variety of project activities and administrative duties specific to Enterprise Job Scheduling (EJS)and Event Automation.

• Analyze, development, implementation, administration, and documentation of various Control-M/EJS components.

• Identified, evaluated, developed systems, procedures and documentation that were cost effective and meet user requirements while meeting SOX compliance and support activities.

• Recognized and documented job processes and problems and apply change management techniques when needed.

• Defined and implemented new change procedures which reduced implementation time frames.

• Created training documentation and led training sessions for anywhere from an individual up to 80+ users in one session which created a uniform user experience.

• Solved long-standing issues for daily cleanup process by developing procedures which led to early detection of system issues and resolutions.

• Maintained >95% of all Service Calls closed within SLA (standard of 90%) while maintaining customer satisfaction.

• Implemented daily job definition reconciliation procedures for controls initiative.

• Designed, created, and implemented new batch jobs/stream for GPT initiative for SAP conversion. Developed and implemented new process of reporting individual and department metrics.

• Recognized production resource issues and led cross-functional teams in troubleshooting and implementation of resolution between Control-M and SAP.

Represented the company’s corporate IT department on projects for software proof of concept and upgrades from test/developing stages through production environments.

• Impacted client cost reductions by outlining benefits of migrating smaller systems from physical environment to virtual environment (via VMWare) to reduce physical asset and hardware costs. Savings include those related to maintenance, cooling, electrical, space and time.

• Routinely addressed project issues including a designated “rush” proof of concept project.

• Met customer delivery requirements even after pushing project back by identifying issue during discovery meeting that vendor installation instructions were not complete.

• Delivered cost savings by migrating physical servers to virtual environment including those related to hardware, electricity, physical space in data centers and set up of physical servers.

• Improved Quality Assurance functions and eliminated high number of lost documents by creating and implementing a formal procedure and weekly reporting system which enabled both log-in and verification functions.

• Provided more effective details for project scope and deliverables by authoring Statements of Work Daily Activity

• Managed cross-divisional projects and served as divisional PM for disaster recovery/business continuity testing projects

• Defined scope of projects, assigned project tasks and monitored project status to maintain optimal project delivery.

• Developed and maintained monthly reporting process for documentation being submitted for Quality Assurance.

• Rack, build and provide 24/7/365 break/fix support on 1,200+ servers including HP Proliant DL360, 380 and 580 models
• Responsible for building physical and virtual servers, reporting script anomalies and developing update requirements.

• Processed requests from internal clients for the creation of batch job definitions and actions within the active scheduling environments for Control-M and mainframe
• Consistently delivered 99.9% performance accuracy (vs
• 95% SLA) by processing incoming client data requests in a timely, accurate manner, while maintaining a sense of urgency for each request
• Independently analyze issues before proactively solving problems.

• High volume technical call center servicing 18,000+ global associates and external clients: Served as the initial point of contact for all supported technology issues including hardware, software, passwords, telephony printers, print queues, and remote access issues
• Performed hiring interviews of new support staff and was selected by department staff to the first Support Center Associate Advisory Team formed to act as a leadership team between Support Center Managers and Support Center Associates
• Led corporate-wide Lotus Notes project verifying information within the database was current and restructured the database to provide efficient organization and access
• Project additionally reduced space necessary for approximately 30 servers hosting the database
• Discovered troubleshooting issues by reviewing call center metrics/data and supporting reports
• Resolved issues by implementing new training material and updating call center troubleshooting information
• Frequently requested by management to perform analytical projects to define areas for improvement, with all recommendations gaining management approval and subsequent implementation
• Utilized Action Request Remedy, analyzed data and compile reports with statistics, action recommendations, and summaries
• Boosted productivity by supporting new associates' transition by facilitating training for new Support Center Associates
• Training was consistently completing training ahead of schedule
• Provided a wide variety of documentation used by IS Support Center for issue resolutions and detailed procedures for training/daily duties for IS Support Center and Billing departments.

• Balanced, processed, printed and mailed outgoing invoices to clients
• Balanced monthly sales tax report for American and Canadian taxes and maintained client billing addresses.