William Moran
Palm Harbor
Summary
Accomplished IT professional with over 11 years of experience in customer service, enterprise-level support, and operations. Specializing in Splunk administration and architecture for large-scale environments, I excel in troubleshooting, performance tuning, and capacity planning. Adept at managing critical production environments, I bring a proven track record of success in both hands-on technical roles and leadership positions within ITIL-based organizations.
Overview
18
18
years of professional experience
Work History
Principal Engineer - Cyber Data Management Ops
Verizon
Temple Terrace
01.2025 - Current
- Alert & Incident Management: Developed and refined alert creation processes, implemented TrackMe rollout, and improved metrics/KPI tracking to enhance incident response.
- Automation and AI Enhancements: Spearheaded process improvements by integrating AI-driven automation tools across the infrastructure, reducing manual workloads.
- Machine Learning Integration: Enabled machine learning on all data sources via TrackMe; collaborated with the vendor, and maintained a semi-POC to proactively address issues with the Enterprise Security search head.
- Cross-Functional Collaboration: Fostered strong communication channels with cyber defense teams, ensuring rapid coordination and resolution of emerging issues.
AWS Security Splunk Administrator
Verizon
Temple Terrace
05.2018 - 01.2022
- Manage the enterprise security backend for Verizon’s Threat Management Center, ensuring the integrity of critical security data and continuity of service
- Oversee ~6 Splunk clusters processing ~50 TB/day with 55,000+ forwarders, ensuring successful log collection, aggregation, and retention
- Optimize platform performance through hardening, alert tuning, and capacity metrics analysis
- Collaborate with application teams and data providers to enhance customer experience through process improvements
- Implement continuous integration and deployment using Jenkins, GitLab, and Ansible across hundreds of instances
- Lead incident troubleshooting and resolution for major system events
Performance Engineer
American Express
St. Petersburg
01.2017 - 05.2018
- Executing deployment of Dynatrace AppMon agents across American Express development, test and production servers
- Providing detailed analysis of infrastructure and OS configurations in preparation for deployments
- JBOSS, IBM WAS
- Nix, .net environments, etc
- Delivering configuration and modification of agents and system profiles
- Serving as escalation contact for technical bridge support and 2nd level support for day to day operations
- Providing white-glove service for service operations and application support teams requiring service
- Working closely with Enterprise Monitoring Tooling Engineering team to standardize operational use of Dynatrace AppMon, AppDynamics and Splunk
- Established training curriculum for external consumers using self-service deployment, and configuration of Dynatrace AppMon
- Created procedural documentation and training plan for internal team members
Network Operations Center Lead
American Express
St. Petersburg
07.2014 - 01.2017
- Ticket creation and ownership to resolution utilizing tools at hand
- Trained team members on the use of important monitoring tools to help troubleshoot issues
- Responsible for escalations to internal support and external vendors for any issues or outages leveraging data from a number of monitoring solutions
- Support of Technical Bridge calls as well as Production Release calls
- Managed a team of 5, responsible for the day to day operations in the NOC as well as the other 2 shifts including the overnight
- Worked closely with Managers and Directors to achieve a successful outcome of a project or outage
- Created as well as improved procedural documentation and processes for the department
- Management/Lead assigned point person for NOC manager
- Support of major projects that required eyes on glass such as our Physical Datacenter move
- Able to create on the fly dashboards for incidents
Network Operation Center Technician
American Express
St. Petersburg
07.2013 - 07.2014
- Performed NOC functions that included but was not limited to; Alarm Monitoring, Trouble Ticket Creation/Resolution ownership, dispatch of 3rd party vendor support, dispatch of 3rd level support groups, management of critical outage information, monitored alarms remedy and resolution
- Utilized Splunk and Grafana to make my own dashboard views which showcased important data to watch closely for active issues
- Worked closely with customer service, release management, production engineering, software development and QA teams to ensure efficient monitoring, troubleshooting and issue resolution for our internal and production services
- Measured and confirmed carrier problems and multi-party issues were resolved efficiently and within SLA parameters
- Management/Lead assigned point person for unsupervised shifts
- Provided technical guidance, training and supervision to other technicians
Sales for Computer/Camera Hardware
Circuit City
New Port Richey
11.2006 - 01.2007
- Employed as seasonal Sales Associate for Cameras and Computers Department
- Assembled and reset fixtures used by the Camera and Computers Department
- Received and organized new product and inventory
- Provided excellent customer service and assisted customers with sales, product information
- Assisted Loss Prevention Department when working Returns Desk or Customer Service Desk
Education
High School Diploma -
Ridgewood High School
01.2007
Computer Repair -
Marchman Technical Institute
01.2006
Skills
Monitoring & Management:
- Splunk Enterprise
- ELK Stack
- Dynatrace APM
- Dynatrace Synthetic
- AppDynamics
- Graphite
- SolarWinds Orion
- Oracle Enterprise Manager
Deployment & Automation:
- Jenkins
- GitLab
- GitHub
- Ansible
Other Tools:
- Microsoft System Center Operations Manager (SCOM)
- Dynatrace AppMon
References
Excellent business and personal references available upon request.
Timeline
Principal Engineer - Cyber Data Management Ops
Verizon
01.2025 - Current
AWS Security Splunk Administrator
Verizon
05.2018 - 01.2022
Performance Engineer
American Express
01.2017 - 05.2018
Network Operations Center Lead
American Express
07.2014 - 01.2017
Network Operation Center Technician
American Express
07.2013 - 07.2014
Sales for Computer/Camera Hardware
Circuit City
11.2006 - 01.2007
High School Diploma -
Ridgewood High School
Computer Repair -
Marchman Technical Institute
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