Jason G. Mayer

Main Activities: A Site Reliability Engineer on the Federal Reserve I acted as a bridge between development and IT operations, taking on operational tasks to ensure the efficient functioning of computer systems

• Responsible for monitoring, automating, and improving reliability, performance, and availability of Federal Reserve software systems

Key areas of responsibility:

• Orchestrating high-availability, fault-tolerant, scalable, distributed software in production: building monitoring, tweaking dashboards, defining alerts, writing runbooks, etc
• Implement and maintain robust monitoring, alerting and logging systems to proactively detect and resolve issues including organizing and participating in on-call rotation
• Incident Management
• Coordinating and organizing on-call resources
• Coordinate / Facilitate and organize incident call (WarRoom) pulling necessary resources and finding proper contacts to resolve issues
• Conducting root cause analyses and performing Blameless Postmortems
• Experience with DevOps tools, processes, and culture
• Engineering microservices and tools with programming languages like Bash
• Familiar with Automation and Infrastructure-as-Code projects and tooling
• Experience with configuration management systems using Chef
• Familiar with Building and maintaining continuous integration and delivery pipeline (Bamboo, Bitbucket Pipelines, Github and Gitlab
• Focus on operational maturity and reliability with microservices
• Familiar with AWS cloud-native infrastructure solutions
• Infrastructure knowledge of Networks, load balancers, Firewalls and WAF
• Experience working within constraints of Agile Project Management, Agile ceremonies, sprint planning, retrospectives, and daily standup
• Familiarity with monitoring platforms like AWS Cloud Watch, Dynatrace, Grafana and Pingdom
• Familiarity with log aggregation and analysis platform like Splunk and Sitescope
• Strong analytical and problem solving skills.

• Uncover and understand customer needs and translate them into requirements
• Ability to work well with internal teams, including developers, engineers, architects, quality assurance, and operations
• Ensure requirements are fully understood and that implementation plans match expectations
• Understand, research, and follow technical trends in industry and in general
• Assess and address technical risks
• Understand and analyze data pipelines, algorithms, and automated systems
• Used queries to analyze performance indicators, evaluate experiments, etc
• Defined success criteria for testing and product acceptance
• Facilitated creation and maintenance of proper product documentation.

Dev Ops System Engineer or IS Technical Specialist IV in the Federal Reserve Development Tooling Group is responsible for operating maintaining and supporting FED Development tools

• System Engineers support daily operations of core components that together make up foundation on which FEDs Development tools run
• Key areas of responsibility:
• Test, implement, manage, and maintain Development tools
• Proactively maintain, monitor, and manage servers and services that make up the company's platforms
• Create and maintain comprehensive documentation for supported platforms
• Experience working within constraints of Agile Project Management, Agile ceremonies, sprint planning, retrospectives, and daily standup
• Hands-on experience Atlassian software management (installation, configuration, support) as such as JIRA, Crowd, Bitbucket, Fisheye and Bamboo
• Hands on experience setting up and supporting synchronization tools as such as Tasktop Hub
• Familiar with deployment tools as such as Nexus and SonarQube
• Familiar supporting messaging tools like Mattermost
• Familiarity with monitoring platforms like Zabbix
• Familiarity with log aggregation and analysis platform like Splunk and SiteScope,

A Cloud System Engineer in the CernerWorks Emerging Technology Services organization is responsible for operating Cerner’s cloud-based systems with the primary objectives of client satisfaction, incident free operations, and system uptime. Cloud System Engineers support daily operations of the core components that together make up the foundation on which Cerner’s cloud-based platforms run.

Key areas of responsibility:
• Test, implement, manage, and maintain business critical big data platforms
• Deploy software and services relating to Cerner’s big data platforms
• Proactively maintain, monitor, and manage the servers and services that make up our platforms
• Create and maintain comprehensive documentation for supported platforms
• Participate in development of business continuity and disaster recovery plans, process, and procedures
* Test, implement, manage, and maintain business critical big data platforms
* Deploy hardware, software and services relating to Cerner’s big data platforms
* Proactively maintain, monitor, and manage the servers and services that make up our platforms
* Create and maintain comprehensive documentation for supported platforms
* Participate in development and maintenance of business continuity and disaster recovery plans, process, and procedures
• Experience working within the constraints of change management
• Hands-on experience with an open source configuration management automation platform Chef.
• Familiarity with big data platforms and/or with large-scale distributed systems concepts
• Familiarity with monitoring platforms like Zabbix.
• Familiarity with a log aggregation and analysis platform like Splunk.

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Analyzed security logs to determine and alleviate network threats.
• Compiled, processed, and analyzed test data and results to improve product quality.
• Compiled data and generated graphs to interpret results and suggest key operational improvements.
• Spearheaded compliance efforts and developed best practices to drive continual process improvements.

Main activities: Responsible for Support Symantec Mail Security Gateway product provided by Symantec Co

• Providing customer care to Symantec Messaging Gateway products
• Activities included assisting customers with new installations, troubleshooting Email configuration, helping recreating customer scenario with Virtual machines (VMware), finding best solution, documenting cases on SalesForce, writing technical documents to document problems and solutions on knowledge base system completing full cycle for support.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Maintained response times to support business continuity.
• Served as primary point of contact for support relating to owned solutions and products.
• Documented faults and bugs for referral to development staff for use in updates.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Installed, configured and maintained computer systems and network connections.

Main activities: Responsible for Unix Support for Information Availability solutions provided by Symantec Co

• Including but not restricted to Veritas Storage Foundation and High Availability, Veritas Cluster Servers products
• Providing customer care to Symantec Storage Foundation products
• Activities included recreating customer scenario with Virtual machines, finding best solution, documenting cases on Salesforce, writing technical documents to document problems and solutions on knowledge base system completing full cycle for support.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Performed root cause analysis of reported issues to enact corrections.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Maintained response times to support business continuity.
• Served as primary point of contact for support relating to owned solutions and products.
• Documented faults and bugs for referral to development staff for use in updates.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Responded to customer inquiries and provided technical assistance over phone and email.
• Monitored system performance to identify potential issues.
• Patched software and installed new versions to eliminate security problems and protect data.

• As a Kindle Support Specialist, providing one of the top customer and technical support for Amazon.com customers in
  regards to digital and other technical products via phone and email.
  Main activities:
• Provide account and application support to customers, specifically with regards to software functionality and troubleshooting of system configuration
• Provide prompt, efficient, detailed, customer-oriented service to Amazon.com customers
• Act as an advocate for the customer, reporting and acting on observed areas for improvement
• Develop detailed knowledge about specific product lines and features
• Ensure interactive website features are operational and surface all problematic issues for immediate correction.
• Actively seek solutions to customer needs and identify trends to appropriate personnel, including possible solutions or suggestions.
• Provide account and application support to customers, specifically with regards to software functionality and troubleshooting of system configuration
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Communicated with clients to verify roots and causes of computer problems.
• Troubleshot hardware, software and network issues to identify and rectify discrepancies.

Main activities: Responsible for PC (hardware and software) maintenance, support, problem solving, printing services support, VoIP telephone system administration and support, DocuWare System implementation administration and support, server administration, and email administration ad support.

• Provided on-site and remote technical support to users.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
• Installed new hardware and software, patched systems and configured settings.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for 30 clients.
• Developed and implemented preventive maintenance procedures.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Managed onboarding and offboarding of employees.
• Established network specifications and analyzed workflow, access, information and security requirements.
• Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
• Adopted cost-effective, useful solutions to implement into current systems.
• Drove continuous improvement of IT governance processes.
• Planned and implemented upgrades to system hardware and software.
• Monitored networks and network devices to resolve technical problems quickly.
• Installed and configured network printers and other peripheral devices.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Researched and recommended new technologies and strategies for improving system performance.
• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Performed network security design and integration duties.

Activities: Responsible for PC & MAC (hardware and software) maintenance, support, problem solving, printing services support, telephone support, server administration, and email administration.

• Provided on-site and remote technical support to users.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
• Installed new hardware and software, patched systems and configured settings.
• Directly supported in-house service ticket software for non-emergency user-related issues.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Assisted over 200 clients daily by gaining remote access to computers and manipulating applications.
• Supported and maintained user account information.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Maintained servers and systems to keep networks fully operational during peak periods.

Responsible for internal movements, desktop support level 2

Main activities: Supporting Lotus Notes, Action Request System - Remedy, Citrix ICA Client, MS Office and MS Windows XP, VPN Nortel Extranet Client, working with a Smart Card Technology, UNIX basic support, printing services support and configuration including corporate HP Laser jet printers and HP scanners, telephone support with Nortel PBX including installing and maintenance of data circuits and cabling, etc.

• Consulted with customers to assess needs and propose optimal solutions.
• Implemented changes requested by designers, owners, or inspectors to conform to specifications or updated demands.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Installed new hardware and software, patched systems and configured settings.
• Directly supported in-house service ticket software for non-emergency user-related issues.
• Supported and maintained user account information.
• Coordinated with vendors to obtain necessary components and maintain smooth operations.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Monitored system performance to identify potential issues.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Configured and tested new software and hardware.
• Helped streamline repair processes and update procedures for support action consistency.
• Tested new software and hardware prior to deployment.
• Patched software and installed new versions to eliminate security problems and protect data.
• Maintained servers and systems to keep networks fully operational during peak periods.