Brock J Thompson
Eagle Mountain,UT
Summary
Accomplished Sr. Service Operations Engineer with extensive experience at Adobe, specializing in CRC team processes and operations management. Recognized for enhancing team efficiency through effective staff training initiatives. Demonstrates exceptional skills in managing critical incidents, combining technical expertise with strong leadership qualities. Aiming to leverage this background to drive operational excellence and innovation within dynamic environments.
Overview
10
10
years of professional experience
Work History
Sr. Service Operations Engineer
Adobe
Lehi, UT
01.2023 - Current
- Help train new employees to understand the many processes we handle day to day
- Provide additional support when team members have questions
- Help drive resolution for critical incidents when our Adobe AIM team is not available
- Creation and updating of process, on-call and service documentation
Service Operations Engineer
Adobe
Lehi, UT
12.2018 - 01.2023
- Act as the first responder for critical system outages for all Adobe Software by responding within 5 minutes to maintain excellent customer satisfaction
- Complete onboarding for new internal Adobe Services by using internal business processes in a timely manner while understanding each service.
- Work closely with management to refine and improve internal processes.
- Help engineers troubleshoot common and complex issues while providing the resources and understanding of Root Cause Analysis.
- Run onboarding meetings remotely using Microsoft Teams with various employees from different technical backgrounds.
Network Operations Center Technician
InMoment
South Jordan, UT
11.2016 - 11.2018
- Work alongside software developer to solve complex issues, while proactively seeking to understand customer expectations
- Write process documentation to better support all other team members and build out a new Network Operations Center team
- Manage the day-to-day IT operations of the office by completing 10 + tickets per day involving Active Directory, hardware issues, and installation of new software
Senior Data Center Technician
C7 Data Centers
Bluffdale, UT
11.2014 - 11.2016
- Act as the first point of contact for 90% of the new customer installations while the other 10% were handled by a trusted technician assigned by the Senior Technician
- Manage large projects by building a positive relationship with multiple large customers and contractors by managing time and resources efficiently
- Manage multiple employees including the technician working at night
- This also included being on-call and expected to help with new customer installations after hours
Education
Master of Science - Computer Information Systems
University of Utah, David Eccles School of Business
Salt Lake City, UT12.2025
Bachelor of Science - Computer Information Systems
University of Utah, David Eccles School of Business
Salt Lake City, UT05.2023
Associate of Science - Computer Information Systems
Salt Lake Community College
Salt Lake City, UT12.2016
Skills
- SQL
- Root-cause analysis
- Staff training and development
- Documentation processes
- Project management
- Operations management
- Excel
- Database Design
- Lucidchart
- AWS
- Azure
- GCP
- Python
- PHP
- HTML
- Server hardware troubleshooting and administration
- Splunk Administration
- Linux
- Microsoft Office Suite
- Slack
- SharePoint
- Jira
- Microsoft Project
- Pingdom
- Splunk monitoring and queries
- Service Now
- R
- Microsoft Fabric
Timeline
Sr. Service Operations Engineer
Adobe
01.2023 - Current
Service Operations Engineer
Adobe
12.2018 - 01.2023
Network Operations Center Technician
InMoment
11.2016 - 11.2018
Senior Data Center Technician
C7 Data Centers
11.2014 - 11.2016
Master of Science - Computer Information Systems
University of Utah, David Eccles School of Business
Bachelor of Science - Computer Information Systems
University of Utah, David Eccles School of Business
Associate of Science - Computer Information Systems
Salt Lake Community College
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