Open To Work
Hi, I’m
Jeffrey Bake
Oak Grove,MO
Summary
Senior Production Engineering Leader with expertise in ServiceNow Reporting and Incident Management. Proven track record of executing large-scale initiatives that improve service reliability and optimize workflows. Skilled in leading cross-functional teams and managing complex projects to successful completion. Strong analytical and troubleshooting abilities combined with strategic decision-making to enhance operational efficiency.
Overview
18
years of professional experience
Work History
RPA Inc.Virginia Beach, Virginia
Senior Product & Project Leadership Executive
12.2024 - Current
Job overview
- Led initiatives that increased revenue and streamlined operations.
- Oversaw the execution of multiple strategic projects, ensuring alignment with business objectives.
- Managed budgets and mitigated risks to enhance operational efficiency.
- Supervised product lifecycle management, enhancing customer satisfaction and resolving issues.
- Facilitated cross-functional collaboration to optimize project outcomes.
- Collaborated with development teams to enhance product usability and address customer needs.
- Provided financial oversight while implementing cost-effective strategies to maximize profitability.
- Cultivated strong relationships with stakeholders and trained staff for continuous improvement.
- Implemented campaigns and promotions to drive product development and market engagement.
Alliant Insurance Services - ContractVirginia Beach, Virginia
Senior Production Engineer
05.2025 - 11.2025
Job overview
- Managed production schedules, ensuring timely project completion.
- Collaborated with cross-functional teams to streamline operations and improve workflow efficiency.
- Oversaw implementation phases pre-product launches with software development and product management teams, ensuring seamless transitions.
- Allocated daily responsibilities to associate production engineers to enhance workflow efficiency and team accountability.
- Assisted in troubleshooting complex design and functionality issues for products and systems.
- Participated in agile meetings to drive achievement of Production Support objectives.
- Monitored backout queues and exception logs to uphold system integrity.
- Created user guides and technical documentation to enhance user understanding and support product adoption.
H&R BlockKansas City, MO
Senior Network Operations Center (NOC) Operator/Team Lead
02.2018 - 07.2020
Job overview
- Evaluated network management systems alerts for impact and urgency; communicated overall systems status and operational issues to support and customer groups.
- Maintained visual dashboards for system monitoring using Azure, LogRhythm, SolarWinds, SCOM, and AppDynamics to enhance operational visibility.
- Created standard operating procedures, processes, and checklists to facilitate situation and incident management events.
- Resolved network management system incidents and failures through monitoring and reporting; served as primary point of contact for Senior Management inquiries. Developed training playbooks for internal procedures.
- Identified trends and resolved issues by reviewing log files and tickets; created tickets for subject matter experts to address root causes.
- Managed multiple high-priority issues simultaneously; documented master code file changes and maintained logs to ensure accuracy and integrity.
- Performed weekly change management testing to verify system stability and reliability across all platforms. across all platforms and departments.
- Investigated and achieved resolution of production processing problems for batch and online services, including applications.
Sedgwick Law LLCKansas City, MO
Systems Engineer
05.2017 - 02.2018
Job overview
- Modernized technical environment through SCCM and manual software installations; managed file site and worksite in admin console and Outlook add-ons to improve accessibility.
- Applied knowledge desktop PC, laptop, printer, Citrix and remote access configurations in a networked environment to deliver immediate response and resolution to end-users.
- Tracked deployment of new and temporary machines and devices; trained users on firm-wide systems and applications including Adobe, Citrix, and CMS to enhance user proficiency.
- Delivered concierge-level support to clients, troubleshooting application and hardware issues to ensure seamless functionality and user satisfaction.
- Acted as the primary point of contact for customers, delivering training and support for technical services.
- Advanced knowledge of all core legal software systems, including MS Operating System, MS Office Suite, iManage, Interaction, Document Comparison software, CMS, etc.
- Ran Windows PowerShell Scripting and scripts for PST creation and AD changes.
- Established and structured shared file accounts and folders for external clients to facilitate document access.
- Supported software development team in creating asset management program and supplementary process.
Beauty BrandsKansas City, MO
Systems Engineer/Report Writer
05.2015 - 04.2017
Job overview
- Generated and managed technical, accounting, and sales reports in SAP Crystal and Cognos for multiple departments, ensuring timely delivery for senior management decision-making.
- Upgraded SQL databases for Marketing and Accounting yearly for FAS, SAP and Track-It.
- Delivered on-call technical support to all stores, managing SQL databases, vendors, servers, and networks.
- Created and maintained test networks and systems for patch testing and troubleshooting, developing FTP and Windows scripts to facilitate efficient patch and file deployment.
- Led the multi-site network disaster recovery solution project.
- Developed USB PIE drive for off-site PC recovery and repair.
- Tracked all hardware and software deployment across all offices and stores.
- Collaborated with internal analysis groups and developers to contribute insights on issue resolution trends, development needs and product enhancement proposals to leadership.
- Developed labor and scheduling tool for stores to manage payroll and daily sales tracking.
- Streamlined communication as liaison between HR, IT, and business management, leading meetings to enhance collaboration and improve weekly planning.
- Managed users and documentation on intranet web site using Joomla, Ruby and HTML.
H&R BlockKansas City, MO
TSC Special Project Tech Support Specialist
11.2012 - 03.2015
Job overview
- Managed computer hardware and software systems; escalated and resolved client issues via phone, email, and chat to provide timely support.
- Delivered desktop support, installation, and upgrades remotely for end users including OM's, DM's, and Franchisee's; guided tax professionals on tax form procedures.
- Upgraded and installed tax software for remote locations; mitigated risks through ensuring verification of database security and encryption.
- Organized office setup for remote locations, collaborating with teams to ensure readiness. with OIS and TASQ Projects, establishing remote offices and supporting Field Support Technicians.
- Reviewed weekly compliance reports to identify and resolve compliance issues.
Ameristar CasinosKansas City, MO
Systems Analyst (Contract Position)
05.2012 - 08.2012
Job overview
- Installed 40+ software applications on desktops across multiple platforms using Microsoft Management Console; troubleshot issues and repaired ATM technology to ensure system reliability.
- Provided software support for SharePoint, Microsoft VB, and InfoPath, maintaining operational continuity across platforms.
- Provided Microsoft/Windows/IIS Server Maintenance/Network Support in a highly secure environment.
- Automated IT reporting processes using Crystal Reports, improving data accessibility and streamlining reporting workflows.
Hallmark CardsKansas City, MO
Technology Analyst
09.2007 - 04.2012
Job overview
- Examined system functions, identified problems and improvement areas, and implemented solutions that reduced downtime and optimized resource use.
- Extracted SQL database and corruption cases for rebuilding, correcting and trimming; worked with business liaisons to rewrite SQL scripts for database trimming and rebuilds.
- Coordinated large technology projects as Senior Tier 3. Provided project support during on-call hours.
- Conducted software patching and resolved coding issues to improve system functionality.
- Prioritized patch processes to ensure the best rollout procedures and documentation.
- Developed, tested, staged, and produced application system release cycles.
- Troubleshot store polling issues, maintaining 97% sales reporting rate across locations.
- Presented technical training for Hallmark Gold Crown retail stores using Point of Sale and custom printing systems; maintained cash registers and related systems for 3.5K locations.
- Guided franchise owners on tax issues and managers on tax and sales reporting in system database to enhance compliance and reporting accuracy.
Education
Baker University
MASTER OF BUSINESS ADMINISTRATION from CUM LAUDE
DeVry University
BACHELOR OF SCIENCE from NETWORK & COMMUNICATIONS MANAGEMENT
Southwest Missouri State University
BACHELOR OF SCIENCE from CHEMISTRY
Skills
Leadership & Management
IT Operations Leadership
Project & Program Management
Agile & DevOps
Cross‑Functional Collaboration
Team Leadership
IT Service Management
ITIL Incident/Problem/Change
ServiceNow Admin & Reporting
ITSM Platforms
Process Documentation
Quality Control
Technical Tools
SolarWinds SCOM AppDynamics
ThousandEyes NetScout LogRhythm
F5 Palo Alto AS400
Azure Windows Admin
Development & Automation
PowerShell SQL VBA
Programming Fundamentals
Visual Studio Code
Data & Reporting
Crystal Reports
SQL Databases
Excel (Advanced)
Reporting & Analysis
Operational Strengths
Systems Analysis
Troubleshooting
Operations Analysis
System Evaluations
AI & Optimization
AI‑Enhanced Workflows
Automation Strategy
Websites
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkGig WorkLocation Preference
HybridRemoteSalary Range
$80000/yr - $200000/yrTimeline
Senior Production Engineer
Alliant Insurance Services - Contract
05.2025 - 11.2025
Senior Product & Project Leadership Executive
RPA Inc.
12.2024 - Current
Senior Network Operations Center (NOC) Operator/Team Lead
H&R Block
02.2018 - 07.2020
Systems Engineer
Sedgwick Law LLC
05.2017 - 02.2018
Systems Engineer/Report Writer
Beauty Brands
05.2015 - 04.2017
TSC Special Project Tech Support Specialist
H&R Block
11.2012 - 03.2015
Systems Analyst (Contract Position)
Ameristar Casinos
05.2012 - 08.2012
Technology Analyst
Hallmark Cards
09.2007 - 04.2012
Baker University
MASTER OF BUSINESS ADMINISTRATION from CUM LAUDE
DeVry University
BACHELOR OF SCIENCE from NETWORK & COMMUNICATIONS MANAGEMENT
Southwest Missouri State University
BACHELOR OF SCIENCE from CHEMISTRY